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
    3 stars
  • Reliability
    3.2 stars

Based on 6005 customer ratings since 2018-10-21 (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.

2797 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Absolute garbage. I switched from Talktalk who are also garbage to Plusnet and my god, I have only been with Plusnet for 3 days and it is the worst internet I have ever had. It lags throughout the entire day. Gaming is terrible for it. Even when I'm on my phone, it lags and is slow as hell. I am cancelling and going elsewhere. Please do NOT go with this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
I am utterly appalled with Plusnet. I have been a loyal customer of Plusnet for over 6 years. I use the Plusnet line rental saver which I thought was saving me money. But recently having signed up to the line rental saver again, I find out that I am paying well over the odds for my fibre broadband and Plusnet only give new customers a good deal.
I contacted Plusnet and was told that they can only reduce my bill by £5 per month, despite me still then paying more than new customers do and not being offered the £70 cash back that new customers get.
I was also told, when I expressed how unhappy I am about this, that it is the industry standard and that all companies do this. What the hell? So basically this despicable greedy company who over charge LOYAL customers badly needs REGULATING!!! The blasé attitude of the customer service representative shocked me, they do not give a single damn about their customers. Loyalty would NOT be recognised if it slapped them in the face. So I almost signed up to an 18 month contract, but thought hell NO! Why save myself a measly bit of money, when in a few months I can leave and go with another provider? So I asked the representative to NOT go ahead with this new rubbish deal.
He did also try to sell me a mobile deal in the first few minutes, also tried to sign me up to a 2 year contract, despite me not being happy with the abysmal deal he offered. So a new customer gets a great deal on an 18 month contract with £70 cash back. I would pay the same, plus pay line rental and not receive cash back! The day this company goes bust will be a happy day, horrid they are. Customer service is pretty useless unless you want to sign up to a new deal, terrible long wait times on the phone, live chat non existent! It just tells you to ring them??? I mean this is Plusnet, the owners of phrases such as “We'll do you proud” “Great customer service with UK call centres” What they don't say is they are bottom for customer service, customer service representatives don't speak good English, despite being English! They leave you waiting 30 to 40 minutes at peak times. Tiny call centres understaffed. Poor communication skills, inability to understand why a customer of 6 years is upset with being over-charged!
I am so disgusted, I cannot wait to leave this awful company and never ever give my business to them, or BT ever again!
Just look at the appalling customer service replies at the end of each persons post! Cut and paste standardised drivel. They make you think they would help, it is a joke. You cannot hide from what you are, utterly greedy, uncaring and a disrespectful company.
Now here is the bigger problem, I have an email to say my new contract is set up, but despite me saying I do NOT want to take this new contract, I have received no email to say it has been cancelled! I have your representative on tape!!! It is going to Watchdog, should you sign me up to a contract after me saying I do NOT want it, I will also be taking this to the Ombudsman.
I loathe you Plusnet, absolutely loathe you. Your attitude to what is an industry standard is to be spat on, you are just as gross as the rest then right? A round of applause for being greedy, disloyal and lousy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lancashire Plusnet  
Never experienced a complete lack of ability. Dreadful “fibre”. Can’t even get access to my bills as PlusNet took my email address down wrong. After 2 hours of speaking to various people (and them all taking some assured sense of ability in telling me the issues with THEM having taken the completely wrong email address) I gave up. DO NOT use Plus Net as your provider. They will not do you Proud.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Plusnet  
Avoid plusnet at all costs there fibre is useless it's like being on dial up constant phone calls to them about speeds and you get nowhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Highlands Plusnet  
Shocking broadband slow after 12 month contract total RIP off never ever will I use this useless company again
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Leeds Plusnet  
Shocking service not recovering bills for over 3 month after upgrade then demanding over £100 that day. This has happend twice then they just randomly closed. Y account without notice will definitely not be recommending or consider using again. Avoid
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
MARYPORT Plusnet  
Worst internet provider I have ever had, communication is none existent, customer service is poor at best. The internet speed is like being in the 90’s!
And when the bill fails to go out due to payday being just a few days away! Within minutes The internet is cut off and Services restricted. Hence why I am having to use my noble date to make this review.
Don’t waste you time or money!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Accrington Plusnet  
Terrible ! I have been with plusnet twice over recent years and each time I have regretted being sucked in by their promotions. From trying to be charged for unnecessary visits to my house (that I requested should not take place), poor customer service and lengthy delays getting refunds back from them. I will not be using them ever again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
Watch out for trick terms on Line Rental Saver.

I recently took out Plusnet broadband, and hence landline, service. Due to insufficient speed, I had to cancel this service. At that point I learned that while Plusnet use the same "Line Rental Saver" name that BT use for the underlying BT line rental, the cancellation conditions are very different. In particular, BT states that fees for unused months of service are refundable, while Plusnet refuses to honor such a refund. While there may be some fine print concerning this, I assert that different providers should not be permitted to use the same product name for what customers know is the same underlying service with vastly different terms.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Woodford Green Plusnet  
Switched away both of my lines from PlusNet because I was fed up of the instability of their connections, 3 disconnects a day whilst trying to work, watch, or play online was fairly typical, and despite sending 4 BT engineers out who said the problem was with PlusNet, PlusNet refused to act. Since moving to my new ISP I have a typical connection time of weeks and months highlighting the fact that it was indeed PlusNet at fault with an unstable network and they simply don't know how to manage or fix problems on their own network.

To make things worse, upon leaving they tried to bill me for 24 days of service past my exit date, and when I asked for an accurate invoice I was told they're incapable of generating one in less than 21 days. I therefore asked that the incorrect bill be declared null and void until such time that they could generate an accurate bill, but I was told this was not possible; therefore PlusNet's conclusion to their inability to generate accurate bills in a timely manner is to place the burden on customers to give PlusNet money that they are not owed in the hope PlusNet one day return it to you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
South Yorkshire Plusnet  
Difficult not to believe that the BT engineers have instructions to treat plusnet customers as second class citizens. Awful service when something goes wrong. Incoherent communication. Just lousy all round. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Plusnet  
Plusnet were very slow in switching to them. Took them 5 weeks to switch over service from previous ISP. Plusnet One hub worked fine for a week then started dropping devices. They would all say connected but you could not get online. The only workaround was to reboot which eventually would connect again only to disconnect later that same day. This problem persisted around a week before things started to settle down and touch wood been OK since. However, I noted the problem appeared to be whenever devices tried to connect to the 5GHZ, devices on 2.4GHZ were ok. Looking for advice on the net, it became apparent that this issue is quite common with the Plusnet One hub and numerous discussions can be found. It would be good to use 5GHZ as when I could the speed was much faster. Turning to the line speed, the speed is running at around 4 to 5mb download slower than previous ISP and around 3mb upload slower. (Street cabinet only being 4 houses from me and the exchange being 0.7 miles away). That said its more than adequate to stream iplayer and the like. Plusnet are competitive on price
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Horncastle Plusnet  
Beyond terrible customer service. Avoid at all costs. Would give zero stars if it was possible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
In the beginning the broadband speed was ok, 2-3mb/s less then my previous provider. With time however, after a month or 2 it dropped to approx 4mb/s, 25% of the initial speed. It is not stable, and frequently cuts me off. Youtube and Netflix have buffering problems and streamed movies pause all the time. Customer service is like talking to the wall.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
liverpool Plusnet  
Still no broadband despite getting emails saying its now active. Two week after my go live date. Now told its another 5 days before it goes live. Been lied to by the support staff who tell you they will ring back but never do. Wont discuss compensation and they have not joined the automatic compensation scheme so I will have to fight for it. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Battle, East Sussex Plusnet  
I switched to Plusnet 3 months ago and it took them around 2 weeks to sort out all the problems, so I could finally had a slower internet. Then I moved my house, and I have been waiting for almost 1 month now for Plusnet to sort out the internet at my new home, last thing they said today was the day that it would be fixed, and now they say "there's a centralised problem with the telephone exchange". I don't believe one single thing they say, don't recommend them. My plan is now to switch to my ex internet service provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Bridgwater Plusnet  
Took out new contract with plus net in July, believing we had a fixed contract,within a couple of weeks they advised that BT sport was being increased by £5 per month and today advised that our call plan was going to be increased by £1 per month.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Staines Plusnet  
Broadband speeds never over 4.8 mbps
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
North Wingfield Plusnet  
Do not ring Plusnet. Thay were recommended on USWITCH site, and as I had a query I rang the contact Number shown on their page.
The call to 08451110093 cost me £11.34 for 16 mins worth of wait and a short conversation.
Disgrace to charge customer enquiries this sort of money. AVOID. This obviously a deliberate policy to milk sales enquiries.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire Plusnet  
If there were negative stars I would use them.
Would advise no one to use plusnet
Boardband speed has been significantly below the agreed minimum. Today was 0.04MPBS. Complain but they don't care. The Code clearly means nothing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Londoon Plusnet  
I've just had a problem with my broadband. Plusnet could not have been more helpful. Well informed staff. Good records of what was going on. People had a plan a d put it into action ASAP. Received refund for loss of provider during the process. Polite helpful service. Spot on.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Hebden Bridge Plusnet  
Plusnet continue to lower standards.
The latest addition to their service is that if ( which has now been proven) there is a fault with their service, YOU have to pay for an engineer to fix their problem.
I have had countless issues with Low MB/s, way lower than my contract promised, yet time and again we run through the same routine of unscrewing my phone box etc etc.
The stange thing is as a computer engineer, I know it's on their end. Either the Control box or the Exchange. That's been the issue, every, single, time. Yet each time I contact them, they want me to pay for the engineer and when you refuse, they tell you that you're now obligated to remain with them for another month. Has to be illegal as it's not in any contract I signed. Yet that's the email from customer support I got.
So there's Plusnet. I'll be finding another provider asap. My advice is avoid them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Liverpool Plusnet  
Tonight I have had no luck at all.
I'm 89 and poor with I T. admitted. I can't log in and my home phone has NO dial tone. This means my LIFELINE cannot work. I need help ASAP< please.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
Metheringham Plusnet  
Service is very poor. Lower than guaranteed speeds day after day. My landline no longer works. CS never return calls or emails. My case is currently with the Ombudsman....Do elsewhere for good Broadband
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wilberfoss, YORK Plusnet  
Absolutely appalling customer service often given the run around..they can`t make any decisions without their teamleaders who aren`t there..very poor compensation if any line been down a month..jokers
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochester Plusnet  
After growing tired of doing the virgin dance every year, I decided to change providers and went with plusnet thinking "how bad can they really be?" Well here's my opinion after a year with them.
A truly awful service provider. My service is interrupted multiple times per day and although they can see the drop outs they claim there are no faults on the line. They want me to agree to a charge of £65 before they send an engineer to inspect the line and my set up despite it never changing since the day it was installed. The customer service is among the worst I've ever experienced, they fob you off time after time, you wait anything upto 1 hour (it might have taken longer, I hung up) for them to answer the phone, contacting them online can take days for them to get back to you and I have NEVER got the speeds they promised. I can't wait for the day this contract is up and I can move to a better provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tyne and Wear Plusnet  
Customer service and contractual information are totally dire. Completely obscure. Took several phone calls to figure out why money was taken and not refunded as customer services originally said so.
Avoid like the plague. It's British telecon in disguise.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
MARYPORT Plusnet  
Speed - appalling, constantly drops
Customer service 40 minutes wait
Broad band speed - upload .69 when it works, download 5.84 when it works
Reliability zero
NEVER had any trouble with previous provider with speed in 15 years. Moment I changed to plusnet all changed.
Only one word to describe - USELESS
West Midlands Plusnet  
My father passed away on 22nd August. Fortunately I was able to access his emails and found the first of many demands for payment from Plusnet relating to the old closed account in his name. I contacted Plusnet's webchat to advise of the situation on 24th August. It was left that the account was to be closed.
On the 2nd Sep Plusnet again emailed chasing payment. I again contacted via webchat on 6th Sep and was assured that the account would be closed within 3 days.
On 15th Sep Plusnet AGAIN emailed chasing payment, claiming that his service was now restricted. It certainly was – he had been dead for 3 weeks!!! I AGAIN contacted webchat and was AGAIN assured that the account would be closed off within 3 days.
On 17th Sep Plusnet YET AGAIN emailed a demand for payment, but since this was within 3 days I ignored it as I had been advised to do by Plusnet's advisor.

Today I am at my wits end. I have had my mother on the phone in tears not knowing what to do. Plusnet have sent a letter addressed to my late father to her address, chasing payment and threatening to pass the account to debt collection agents.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Barnstaple Plusnet  
Been with Plusnet for 21 months. Biggest mistake I ever made. Not had a phone for about 5 months, tv Broadband
Rarely goes above 547.86kbs. Mate with a metal leg gets better reception, (have put in bid for his old one). Avoid.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee, Scotland Plusnet  
'used' to be great. Couldn't help enough. Last 3 years, absolutely dire and getting worse. Couldn't care less your leaving, sales room and customer service put the phone down if they don't like your query....after waiting 25 minutes to get a response.
To big for their boots now. Go elsewhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Plusnet  
Shocking Customer Service


Don't be fooled by the adverts this…

Don't be fooled by the adverts this company's customer service is a disgrace. Numerous calls, no action , passed from pillar to post , no resolution, no clue 
Avoid!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Coventry Plusnet  
Not able to use phone for ten days, phoned on numerous occasions. The customer support is an absolute disgrace. Avoid!
Don't be fooled by the adverts, this company is teribble
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
coventry Plusnet  
Started out fine with about 36 Mbs on a 39 Mbs service and over time dropped to less than 20 Mbs with a 32 Mbs threshold. Then went for faster service when renewal came up and it got even slower - not faster. More engineer visits and as before OK for a while. My service threshold on 'new contract' for the 'faster' service had been lowered to less than 25 Mbs. Went back to 'slower' service and after a visit or two more, back to 36 Mbs, but still on a sub 25 Mbs threshold and after three months it is now down to just over 25 Mbs. I can't wait for it to drop that extra 500k! I realise that the 'wholesale service provider' is the real culprit, but why should I be paying the same for 2/3rds of the service?
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    4 stars
East Devon Plusnet  
been with plusnet for just 4 months, joined them believing they were an up and coming company battling the big boys! seem to remember their adverts raving how good they were especially their customer service. advising of an eminent move. their website advises a charge of £65 if staying with same contract or new contract and free, i was willing to start a new contract but it was to cost nearly fiver a month more, questioning this i was informed i was still being charged the £65 but it was being added to my monthly payments! cheeky bug***s. i paid the £65 and told them i would simply end my contract when the year is up.

their routers are pants also, i can't get a signal anywhere around the house, no internet upstairs!!!

One month later the saga is still ongoing and I’m paying the £97 to simply end the contract. And refused to go to BT as they own Plusnet..... is all this bad reviewing to close Plusnet and nab all there customers ??????
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
Service was fine, then speeds dropped. Reported the speed drop and no action was taken at all. Still slow speeds well below what I am paying for. And they had the cheek to close the fault report saying I didn’t respond (but they sent no messages about it). Avoid, avoid, avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Service has not worked for nearly two months and speed s really slow when it does. Still expecting me to pay as well....!!!! Avoid...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South Wales Plusnet  
Signed over my service to Plusnet 3 days ago. They changed my telephone number against my wishes and without advising me and disconnected my broadband so now instead of having fibre BB I have nothing. 3 days of broken promises and assurances to correct the problems by different individuals has resulted in no action. You call their phone line and you have to que for 20 minutes.

Stay clear scandalous service hence no stars as I have no service, they did however take the funding from my account.
KA256AW Plusnet  
I move to Plusnet 3 weeks ago and though the actual broadband service is fine their customer service is woeful. I was incorrectly signed up to a 12 month contract rather than the 18 month contract I'd selected online. This meant a cashback offer wasn't honoured. I've spent probably 5 hours in telephone calls including being hung up on 3 times to simply get nowhere. Their staff don't seem to know what they are doing and every call seems to get a different answer. I'll be going elsewhere once my (now) 12 month contract is up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
glasgow Plusnet  
First of all I signed up with Plusnet when living in Bristol, it took a month of phone calls, to occasionally sexist men asking if I knew how to use a screw driver, to set up because they had signed up the wrong flat. Eventually it was up and running, the internet was reliable but a little slow.

Out of ease and the lure of avoiding the cancellation fee I decided to carry on with them once I had moved to Exmouth. This was a mistake, first of all it was delivered to my next door neighbours address, and again it’s going to take a month to activate my broadband. When I phoned to asked to bring the date forward the customer service team were rude and told me I can cancel if I want too but it’s a £12.99 a day charge.

I will not make the mistake of using plusnet again, once my 18 month contract is over I will be switching.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Exmouth 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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