Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.3 stars
  • Customer Service
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.2 stars

Based on 6351 customer ratings since 2018-06-20 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2701 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Absolutely rubbish product with extremely poor customer service with stroppy staff. Changed from EE circa six months ago purely for commercial reasons. Service has never managed to achieve the stated speeds. Spoke to no customer service frequently only to be told to make minor changes and wait two weeks for no change. Please save yourself from frustration and pick another provider!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Midlands Plusnet  
Wow, probably the worse company I have ever dealt with. The perception is all great, they have great marketing skills and brand perception...BUT yes a BIG BUT...they are rubbish. DONT WASTE YOUR TIME with Plusnet,

Reason:
1. 18 month contract: in there contract it states that if there is any probelms these will be retified within 30 days. However its falsh advertisement of;

a. Broadband connection is so poor, it goes on and off when it wants to
b. So I upgraded to Fibre £34,99 for exactly the same thing.
c. They got an enginneer out, improved for 1 day after 5 days of no internet
d. Was on the phone to them every week, they just pass you around like parcel parcel, yes parcel parcel
e. there customer service is like a washing machine g. f. they dont want you to leave, if you say its false advertisement they go on about there 30 day policy blah blah.
g. then pass you around customer service again like parcel parcel


In the end they sent me a letter saying I owe them £148.00. But do you know what, I would rather pay them then still be with them. I am now happy with SKY best Fibre you can get never had one probelm, not 1. So Hip Hip Horray to SKY and please do not waste you time with Plusnet. Google the best line is defo SKY, and SKY own BT btw.

Hopefully can help as many people out to not waste there precious time. Got with SKY or BT. Forget Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Been with Plusnet for many years now on their top tier package but have noticed a gradual decline in the level of customer service.
The final straw came when recently I contacted them to report an issue that I was having sending emails. The agent immediately dismissed my problem, was unwilling to engage a member of the email technical team, was very impolite - and then closed the chat! This is despite the fact I explained that Plusnet accidentally put a block on my sending emails previously so there was already a history of poor technical service.
It's sad to see, what used to be a quality service provider, erode their customer service but I for one will now be moving away from Plusnet.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
England, South East Plusnet  
Do not go there, they promise the earth when you sign up and cannot deliver. Customer service is as much use as a chocolate tea pot and they con you out of money for a service they cannot deliver.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
dorset Plusnet  
I'm on standard broadband. Plusnet made me wait over a week before I could connect. Then they make you wait longer whilst the 'broadband stabilises'.

I gave it a few days and the result is that sometime I get 6mbps, sometimes I get 1mbps, sometimes I get nothing at all.

It became very clear from the start that this is how it's going to be for the length of my one year contract. So I called to cancel within my 14 "cooling off" period. But because I'd had to wait to connect 16 days had passed before I'd started my contract even though this was long before I'd even been connected. First front line customer service guy was great. Very helpful, but he had to pass me to a different team who are trained to be rude and aggressive.

Despite arguing I've got nowhere. Up and down connection and generally slow. Spotify is reasonably OK. Viewing Web sites is slow, pictures take a while to load. Streaming Amazon prime is slow and often pixelated.

I regret taking out anything with plusnet and now I've got to spend my evenings fighting this utterly awful company to get my money back.
  • Customer Service
    2 stars
  • Speed
    3 stars
Bristol Plusnet  
Outrageously raised prices for MMS.

DOES NOT support short code (short mobile number that utilities companies and banks use to contact you). If you receive a message from your bank that uses short codes (e.g., 456633), you will not be able to reply to that SMS, however important that might be.

Called the customer service and some guy responded in most surly voice that they don't support it - that is it.

Mobile network coverage is poor in many part of the UK and it is pathetic in Germany. So if you have Plusnet and thinking of taking your mobile abroad, think twice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Plusnet  
PLUSNET is the WORST broadband provider I dealt with so far. Their incompetent customer support changed my broadband dates four times in three weeks. Customer support no idea what they are talking about and provisioning department only know how to pass blame to openreach. They keep promising false activation dates. Feeling like a stupid for signing up with them and leaving nowtv.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Downham Market Plusnet  
Absolutely rubbish waited for a month still now broadband, staff on phine tell lies about where my order is. Excuse after excuse and kept cancelling order 5 times! Outrageous and poor accused of all sorts bloody useless and unnaceptable company. Idiots
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    5 stars
Dover Plusnet  
customer services useless, we will call back in 1 hour no call back!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
west midlands Plusnet  
This used to be a reasonable company, but for the last 4 months they have been a disgrace. My monthly bill has rocketed by £15.00 per month and my speed decreased, all because they recommended a new contract package. Despite numerous phone calls and 4 months to put things right thwy have done nothing, so I am off to another provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Fleetwood Plusnet  
Aboustly shocking.. signed up was get speed that they said for a whole month and then speeds was half and kept completely dropping and nothing at all after 6 open reach appointment and nothing sorted they tried saying its was my brand new laptop..I took out enough contract as they promised the speed and still could not sort the speeds lucky enough got out as off the speed promise but I agreed a rate with them off 29.99 but keep getting billed 39.99 nearly 20 months of them charged me for the best speeds bit only getting half on good day... avoid going with these and all speed checks was done with there recommend btwholesale test.. I was getting between 20-30 when was paying for 72
Tonypandy Plusnet  
Avoid at all costs they promise the earth and can't deliver. When you finally get hold of them they lie through their teeth and feed you with a pack of lies that doesn't exist in their contract. If they are not delivering they are in breach of contract and cannot charge you to move.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset Plusnet  
I was a Plusnet customer for many years, had no service issues and was happy enough. I then moved house, which began a 6 months battle with them.

The internet service in my new home only worked 50% of the time. It was a new build, so the line and socket was brand new. My equipment was exactly the same as had been working perfectly for 18 months at my old address (same router and computers etc). I am also ex-IT industry so have a fair level of knowledge when troubleshooting.

Queue a six month battle whereby Plusnet tried every way they could to blame me, my devices or BT Openreach. The Openreach guys were excellent, in total coming out 5 times in six months. They replaced every bit of the line and equipment between me and the exchange and my line is as good as it could be. Plusnet were still blaming the line.

The connection itself wasn't dropping, rather everything would just start to timeout. This was completely random and could occur any time of day or night, for minutes or hours.

Plusnet were completely uninterested in doing any troubleshooting beyond a line test, which didn't show the problem.

My own tests using speedofme, tracert/ping, networx and wireshark all showed that the problem occurred as soon as the traffic entered the plusnet backbone.

Plusnet completely ignored every bit of diagnosis I sent them and blatantly couldn't be bothered to investigate, despite being assured several times the matter would be "escalated". All I got was someone running the same old test on my line once a week and getting told everything was fine.

I then was blatantly lied to and fobbed off by a second line engineer who told me that ping/tracert tests to google, bbc, facebook etc should be timing out due to their firewalls. I can see how a lot of people would accept this, but for someone who is cisco qualified this blatant ******** absolutely infuriated me beyond words. It is absolutely appalling. I directly complained about this and Plusnet completely ignored me, despite the engineer being named and what he said to me recorded.

Plusnet also messed up my billing as my package was slightly different, leading to them overcharging me for six months. their solution to this was that I had to ring up every month and ask for a refund.

I have now happily moved to Zen and my service is solid, reliable and fantastic. Plusnet - you have lost someone who recommended customers to you and I will now actively recommend against you. You have already lost 3 further customers due to this and will lose quite a few more. You are an utter disgrace.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North East Plusnet  
Poor internet service, and rude customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
Avoid at all cost. Read there terms & conditions ie section 4.. they do not guarantee there equipment to work and do not guarantee a WiFi signal.
This is what has been quoted to me from there horrible customer service, they only guarantee the line to the router but not the output.

Have had months of no service due to drop outs, WiFi cuts out to less than old dial up, and I’m on fibre 70mbs received 16mbs up & 18 mbs down on a good day.

Now face cancelling them and there criminal threats to charge over £200 pounds to cancel contract.

Plain to see this is a scam company who make money for providing nothing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Plusnet  
Plusnet are a TERRIBLE company. They charged me for a service I have not received and then lie and use technicality’s to justify them taking money from me.
They also took a payment from my acount when they had told me that my acount had been cancelled due to them not being able to provide me internet (after taking my money) DO NOT USE THIS COMPANY
  • Satisfaction
    1 star
Hayward’s heath Plusnet  
Extremely dissenting with their service and customer care. Took over two months for us to get the wifi up and running. On the first visit the engineer wasn’t able to get the connection set up and stated that he can only access virgin network but cannot find vodafone, therefore, we had agreed we will get someone to run another cable. My boyfriend called the company a week later to schedule another engineer visit and they gave him a slot following Tuesday. When we called on Monday to confirm the times they didn’t have any record of the phone call even though we had a screenshot of this phone call. They were not able to give us another slot until the following week. I have raised a complaint regarding a charge for the second engineer appointment who claimed he was not able to get into the property - even though he was there and was unable to get the network set up as well as complaint about them wasting our time and giving us an appointment they never scheduled in. Refused the complaint and keep stating engineer wasn’t there on the first visit and that my boyfriend never scheduled the second appointment in. Would not recommend to anyone, terrible customer service, a lot of time spent on the phone arguing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Plusnet  
I have been with PlusNet for a long time and, until recently, have been generally satisfied with it. However over the past month or so the connection has been dropping out and leaving me with no service. The last few days have been horrendous and now I have no confidence whatsoever that it will be up when I need it....Ebay for example. I will give it a few more days but reliability is important and right now it is nothing but.
  • Satisfaction
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bristol Plusnet  
I've been on the unlimited estimated 1 - 3Mb since Jan 2019, and the speed was acceptable outside evenings (never even bothered measuring it). Into May and the connection started dropping, measured speed shows 0.3-0.5 Mbs in the morning when everyone is in bed.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    3 stars
cardiff Plusnet  
The worst company!! Have waited 10 days for them to provide a date to install a phone line each time I’ve chased them for a date they’ve said they’ll provide me with one the next day. Ended up cancelling my order with no apology from customer service just that it’s not their fault.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge Plusnet  
Terrible costumer service.
No service, most of the times you do not have any wifi connection.
Long waiting customer service and after half an hour when they pick up, they cut the phone off on you.
Finally forcing you to pay for non existing service.
London Plusnet  
Truly awful service! It's fully BT owned now, hence the lack of customer support! They also ship a rebranded old bt smart hub 5 router! That is still prone to stalling itself and constant WiFi Internet connection drops!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
South Croydon Plusnet  
The worst service ever out of 5 lines I'm having problems 4 at different properties and after 3 months of being told so many different things but still not mended and it goes on. I do not have enough time to keep call plusnetbusiness 4 times a day. So now I've gone to the ombudsman to shut down all my accounts with plusnetbusiness and a refund. Never again will I use such a rubish company again. P.s xln are much cheaper and easier to get on with.
Liphook Plusnet  
It's a shame that I can't give 0 stars. The internet connection is dreadful. I have spoken to many people that have the same modem as us and they have the same issues. Plusnet should be paying me for using their dreadful services.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cumbernauld Plusnet  
worked fine for a year - gradually slowing, and slowing...cutting out. Customer Services said "its your wifi", so ethernet lead connected, speed of 0.7mbps. On a £38 month fibre contract. They lie through their teeth at customer servivces, leaving plusnet as 4g dongle is 40 times faster than plusnet fibre....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheltenham Plusnet  
The deal l took out included a £75.00 cans back reward have never seen it now told they sent a form in email which l never received if l don’t claim by end of month lam told it will then be null and void..changed over from another company to this thinking it would be better..Also l set my friend up with mobile deal which included £25.00 cash back card..because she was recovering from throat cancer they allowed me to set it up as long as she answered yes to give permitting plus this condition has left her hard of hearing..today when l visited tried to get the £25.00 sorted for her was told she would have to give details herself or l had to be power if attorney for her..she is married and l have no right to be power of attorney and her husband is not good in Internet or phone wish l hadn’t changed companies for her to get a better deal now she will loose her deal if we can’t get something sorted
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Kendal Plusnet  
This is a terrible company would not recommend at all! Paid upfront for my service which when it was due to go live it never happened phone the customer service team they told me it would go live the next day and here we are a week later still with no internet and just been told my order had been cancelled... not by me but somehow cancelled! And I would have to wait another 2 weeks before any progress
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Plymouth Plusnet  
The broadband speed is ok until 9pm, and then after that films and phones start freezing as the network slows down or something of which I have no clue and this is just about everynight. The last two times I phoned I was told after they tested the speed that the speed was fine and there was no problem, so WHY does it slow down every night?? I wonder.
  • Satisfaction
    2 stars
  • Speed
    2 stars
Mk3 Plusnet  
I have actually told Plusnet I spend more hours over the last 2 years on hold or speaking to their agents than my own family. I have wasted days of my life trying to find out why I had being cut off for no reason, charged double or whatever they make a mess of that month. I honestly feel like poking my own eyes out with 2 blunt pencils this company frustrates me that much! When my contract is over I will be going elsewhere. Shame, as the actual fibre is good. (if not disconnected for no good reason) Plusnet staff and departments do not internally communicate with each other the way they should, which is their major problem. When the new billing system went live it stitched all of its customers up so beware of being billed double.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
SHEFFIELD Plusnet  
I phone customers services to do an upgrade, told there was a 10 min wait, after 22 minutes hung up now looking for new provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Essex Plusnet  
People if you think this is the right company for you then let me explain how the know how works in this company. As NEW customer you are the highest valued Pearson for them. I was in that place as well. After many years off ripping off by this company is what you get only NOTHING. The always prioritise NEW customers only and DO NOT care or look after old valued customers. They claim they are based in UK ok but service is terrible your contract come to end and they will send you renewal with imagine what the same price as you was before really?? A joke when new customers get straight away ALWAYS HIGHER DISCOUNT then you. Then you call the SUPER UK based customer service and what you get is as first 15 min up to 45 min waiting time and once you finally reach someone. Then the super UK based customer service will tell you there is nothing what they can do even try to rip you off of more money!!! SHAME SERVICE. This company deserve to loose all valued customers and people go there where they will be looking after you and not to rip you off like plusnet. Plusnet is good as FIRST CONTRACT and then run away and look for someone else. And advice for plusnet. I was telling you this for many years but after today phone call to your super customer service I am going else where to someone who deserve my money and will not RIP ME OFF ALL THE TIME. If you are looking ALWAYS prioritise new customer ONLY then GOOD LUCK I hope you will get what you deserve but I will NEVER COME BACK. BIG SHAME ON YOU PLUSNET!!!THANK YOU FOR NOTHING!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Rugby Plusnet  
I have been a Plusnet for 8 years and was very impressed with your service.
In the last 6 months I have had the phone put down on me several times having waited 20mins at least to get through, practically laughed at when I’ve asked if there is a better plan for me as they were no longer competitive on price and now, to top it off they have closed my account after I found a much cheaper (1/4 price) and then even better they’ve sent me an email asking me to update payment details.
Be rest assured, I will be telling people as much as I can how much your service has deteriorated and what a shambles Plusnet now is.

The directors of Plusnet should ashamed of themselves with the kind of company it now is.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Suffolk Plusnet  
Hate this company - honestly run a mile. They messed us around for months when our internet speeds were not even 1/4th of what we were paying for only to tell us they had connected us wrong and people across the street were getting our faster speeds - no refund and even now speeds are a joke and constantly disconnects, can't handle any more than one person using it. I will be switching to another provider as soon as contract ends - oh and they increased the price mid-contract so don't let the advertisements fool you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sheffield Plusnet  
18 months we have had 7 engineers, hours of being on the phone and communicating via the only ticket system which is awful. My plusnet broadband goes off every night without fail and usually a few times throughout the day. AVOID USING THIS PROVIDER !
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
P Plusnet  
Firstly my connection date was moved. Secondly they then failed to connect me. When I called they pressed a magic button and connected me saying they didn't know why I had not been activated. Gee thanks. Despite being finally connected, I could not get my router working and then on the phone had to agree to a potential charge to get an engineer to come out and look, even though I had already paid one of these to be connected (apparently this is for connecting the house outside, not making sure you can connect inside). They stated that if an engineer came out and the fault was found to be an internal one in the house I would have to pay a fee. I had to agree as without an engineer coming to look I could not connect my internet no matter what was causing it, but I made it very clear that my agreement was made under duress. I then found my router did work, but not through the connector they sent. They sent another. finally connected , the speed was dire and latency horrendous. Ended up being manually talked through over the phone how to select and change channels and find one that had a reasonable speed, none of which came close to the levels of speed they should. Router was feeding back that it was not doing as it should and was sent a new one.
This company does the minimum, the customer service is a joke, you end up fixing your own problems and having to do technical stuff over the phone to get it sorted. When I went with Virgin, there was no engineer fee, the engineer came into my home and set everything up and made sure I was up and running before they left. Plusnet make the customer run rings, forget to connect you even though you wait in all day, several days to get connected and sort things out at your end, and in a friendly customer service voice say, oh don't know whay thats not been done, I'll do it now. No elderly or non technical person not understanding latency and ping determinants etc would have stood a chance. I was not happy, this is not customer service. I got an independent person in to sort it. The signal to the router is as it should be with the guaranteed speed. However, be warned as the speeds from the router to the rest of the home (which are not part of the minimum speed guarantee) are a joke and my computers are now hardwired, although they still do not get the full speed. The whole set up wasted an inordinate amount of my time and phone calls, stress and having to do technical things. Disgusted with Plusnet.Cannot recommend. They certainly didn't do me proud.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Falkirk Plusnet  
I had been with PlusNet for 12 years until recently.
In the beginning they were a forward looking company that employed technically competent customer service staff that understood what a static IP address, DNS records and Linux are.
Over the last 3 years (currently 2019), they have made gaff after gaff and I now actively encourage people to avoid them.
Customer service takes over an hour per call on hold and usually requires 3 or 4 calls to get anything resolved.
The final straw was a £300 phone bill due to someone hacking my line, despite the account having a £50 cap! This, followed by a price hike and refusal to match the "new customer" offers made leaving them a simple decision.
Good bye and good riddance!
"We'll do you proud", more like "We'll proudly do you".
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Manchester Plusnet  
Due entirely to BT disconnecting me for no reason, and Plusnet's failure to respond to this, my account was sent into chaos. I have emails thanking me for paying my outstanding balance, and telling me my account currently sits at zero. However, today, and after many conversations with Customer Service teams, I have closed my account. The right hand there does NOT know what the left hand is doing. The stress caused put me back in hospital, thus being 2 days late in paying, borrowing money to pay, and my Mental Health has been set back at least to last year. I was assured I would have telephone last weekend when I returned home, it was cut off AGAIN!! I have closed my account, and want nothing more to do with Plusnet, as they did NOT "do me proud". Currently debating in my crazy mind whether to tell the Press. GOODBYE PLUSNET....DO NOT EVER CONTACT ME AGAIN!! You have upset everyone in my family, and you have no idea how to do as you say you will do.
Isle of Bute Plusnet  
Terrible, never had such a bad experience when switching providers, had to spend hours on the phone getting WiFi sorted, engineer visits, new router. Cooling off period is far too short, now stuck in a contract for a awful service unless I pay over £200 in cancellation fees. Avoid at all costs.
  • Customer Service
    2 stars
  • Speed
    3 stars
Lincolnshire Plusnet  
They just cannot leave people on a package they are happy with .
Raise their price make them phone up to get a better deal , waste their time and inconvenience them .
High tech with low quality service .
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Gosport Plusnet  
Price increased by 1/3 rd with no warning.
Dreadful customer service so changed supplier. Still getting emails and calls suggesting we are still customers and owe them money.
Harrasment continues dispute numerous calls and email responses by me to give the dates the contract was cancelled and the date of our new contract with another company.
Please stay away from Plusnet and there fake adverts.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Norfolk Plusnet  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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