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
    3.4 stars
  • Customer Service
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.3 stars

Based on 5836 customer ratings since 2018-12-08 (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.

2857 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
My mother joined plusnet mainly for the Customer service. Since joining they charged her double line rental for each month. On contacting customer services they promised a refund and then failed to give a refund. The next month they took double payment again. My father had just died so I had to call customer service for her. The lad on the phone promised it would all be sorted but again nothing happened. I even phoned again and spoke to a manager and explained the situation he said he would look into it and sort out an email to my mum. The email never came. I thought that Talk Talk customer service was appalling and was surprised that plusnet has surpassed them. We'll do you proud!!!! Really?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Bradwell,GREAT YARMOUTH Plusnet  
een a happy customer for 6 years. Moved house recently and although plusnet was more expensive than other providers wanted to stay with them. What a mistake:
Moved house on 13th Nov. Was told BB would be working on 18th. Called on 17th to confirm all was ok, told yes. No BB on 18th. Called 19th and told the order had accidentally been cancelled so would need to be put through again. Told activation on 26th Nov. Did get BB on 26th....for two days. On 28th it stopped working due to “an old component being deactivated”. Rectified over The phone. On 29th BB stopped again. Called and was told my entire account had been cancelled in error but that it was impossible to undo this error. I had to sign up as a new customer which would take up to 10 days. After agreeing to this further delay, I got the automated update saying our service wouldn’t start for a further 17 days! So a total of a month without service.
When trying to seek a resolution I got conflicting information for all the various teams, also conflicting information about various good will guestures that haven’t materialised, including the line rental saver that I can no longer use as they cancelled my account. Instead of receiving a refund of £130 for this they sent me £50 and are now claiming ignorance that the conversation ever took place!!
Honestly this has been a nightmare. We have very poor mobile signal in our house and so rely on BB for everything.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I've placed my order 5 weeks in advance. Theyve failed to set it up on time. Every time you need to call them, there's an hour wait. The customer service is appalling. If you try to cancel the services online, you're sent around like an idiot. Never again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
Beats Sky and Virgin for Customer Service and Value
If I had read the reviews I would have never moved to PlusNet, but I'm so glad I did. I was being essentially held hostage by Virgin paying £108 for fibre broadband, BT Sport and Sky TV.
I did some basic maths and decided to buy a Freeview box (Manhattan T3R 1Tb), subscribe to PlusNet for Fibre Broadband and use the BT Sport App on my TV's (£10\month from PlusNet) and Black Friday Deals from NOWTV to get Sky Sports, Entertainment and Movies. The PlusNet installation was really simple and as BT OpenReach (PlusNet are part of BT) have now put Fibre into my house, I get over 78Mb Broadband through PlusNet (which is enough) and more watchable content than I had before. The PlusNet component on this costs me £36\month (£26 broadband and £10 BT Sport) and through savvy Black Friday purchasing the complete Sky bundle costs me £18 so a total of £54 a month (half what Virgin wanted).
Focussing on PlusNet, the service has been brilliant. The engineer installation was done quickly and as booked, the router setup was easy and some of the router security and control features are better than Virgins. I have two young sons who watch a lot of online content and game over the internet and no issues with broadband speeds. Also no issues with the router dropping the internet connection on almost a daily basis unlike Virgin. The website is clear and simple and I've moved to PlusNet mobile getting a 11Gb unlimited SIM for £11. When I have called customer service it's taken some time to get through, but Virgin quite often took over 30 minutes. Since terminating my contract however Virgin has been phoning me so often to try and retain me that I ended up blocvking their calls (I have been with them since Blueyonder so 20+ years). Anyway, if you want fast fibre, good offers on BT Sport and to couple that with Freeview and SmartTV Apps for things like Sky then I'm not sure you can beat PlusNet on price and from my experience good (if not great) customer service.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Edinburgh Plusnet  
Sorry to hear others seem to have had problems with Plusnet. I had very few problems here, before this swapped back and forth between Plusnet and BT a few times but have stayed with Plusnet for a few years now.

Any time I have contacted them it's been easy, staff helpful and easy to understand. Called them today when I could not dial out consistently, looks like a line issue, afyter checks they arranged for an engineer visit tomorrow morning. Not sure if many ISPs could match that!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Kent Plusnet  
Been with plusnet since the start of September '19, within the first week I was getting 17mb/s now Im getting less than 1mb/s, it consistently losses signal and I have to spend an hour or more going round and round on the plusnet hub manager trying to get it to connect.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Whitby Plusnet  
Terrible customer service. Waiting for ever, only to find the department can not deal with your query.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
YEALMPTON Plusnet  
Diabolical broadband speed. Way way below what Plusnet promised as a bare minimum. Not enough to live in the 21st century - forget streaming anything. The Plusnet router is v poor quality which compounds the problem and drops in and out ad infinitum. Customer service unhelpful with additional hoops to jump through on an impossible to use "customer hub" before they will do anything. Stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hatfield Plusnet  
Absolutely dire. Been with them for almost 4 months now. The first 2 was waiting for installation which was an absolute nightmare. The next 2 the internet has been dropping in and out, and they say there is something wrong with the line. But it doesn't gets fixed, as problem persists. I'm prepared to just cancel my contract and take the losses, anything is better than this. Stay far far away.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Islington Plusnet  
bad customer service straggle to understand any words his been saying on phone no verbally unfriendly. Plunet should engage more in customers with manner. never call me back to renew my contract because they want me to pay more. £49.00 a month rediculous price didn't even give me notice letter that my contract is finished
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Plusnet  
I wish I had read these reviews before I change. No router passed the changes 9ver day so no interest. Had to call cancel line no customer service no. Took a while. Their response was we'll put it in the post, 3/5 days. I suggested a better del. They were not interestedoing. Absolutely dreadful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Stewart wales Plusnet  
Been wiith PlusNet for 6 months now and a real struggle. I am on my third royter but still the same problems. It's a fairly well known and long term issue with their routers. Change to a third party router and you will have no problems...speeds good but intermitent disconections which can be irratating when in the middle of a film. After months of testing all sorts of configs it's quite clear (as others have discovered) the PlusNet One router loses DNS. So setting DNS servers manually (including PlusNet's own servers) on either 1) each device you have or 2) on a third party router (you cannot configure this on the PlusNet One)is the only way to go. PlusNet are not interested. I am now using a third party router (previous ISP) and the PlusNet one as a Wireless AP.

I guess this serves me right for trying to save some money. As soon as contract up I will switch back to Zen who were brilliant if a bit expensive.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    1 star
Suffolk Plusnet  
Absolutely dire company to deal with. I ordered my new broadband account with Plusnet at the beginning of Nov, still not even on-line yet! They cancelled the order, didn't send out the router etc etc. List of poor excuse after poor excuse. AVOID at all costs. Shell energy seem to be far better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Norwich Plusnet  
Dreadful, dishonest service and lack of transparency.

We took Plusnet up on a promotional offer in 2018 on a one-year contract. The broadband + phone line (with a small additional international add-on) came to just less that £20 a month, which we thought was reasonable. We were told that the broadband would cover our internet needs (two people, one working from home during the day, looking to stream TV some evenings). Unfortunately, the package was useless as the internet had a very slow download speed; within three weeks we were forced to 'upgrade' to the next package, which was £15 more per month. When I spoke to the customer services rep to discuss the issues we were having, he said this was a regular complaint about the promotional package and that he couldn't do anything for us apart from give us the 'upgrade' to a faster (and much more expensive service). 12 months on I cancelled my contract with Plusnet but even this was too much for them to handle and they kept on charging me for services that I did not need. I've asked twice for a refund but it would seem that it will not be forthcoming.

I have warned friends and family and would strongly discourage anyone from engaging with this bunch of shysters.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Plusnet have left me with no internet on black Friday. I transferred to them from my previous provider 15 days ago.They were happy to send welcome emails and except a years line rental in advance,but then nothing!No texts,no router,no emails.
I have changed ISP many times from Talktalk,Postoffice, EE to name a few but none of them ever caused any problems. The new router would turn up in the post an email told you when to plug it in, loss off internet 4-5 hours max.
Plusnet through thier incompetence are going to take a further 6 days(on top of the 15 days they've already had) at the most important time of the year for purchases.
There excuse "some outreach problem with ISP contract handover " i.e the dog ate my homework Miss. Come on guys this is your business you're ment to chase up the bits that don't come together properly.
They graciously said that they "won't charge me for the days that they're NOT PROVIDING a service".
Well; thank you So Much!☹
So if internet access is important to you I would STEAR WELL CLEAR.


ps. I put 3* for broadband speed and reliability because I don't know if they are good or bad.
  • Speed
    3 stars
  • Reliability
    3 stars
High Wycombe Plusnet  
I keep having issues with speed and drop outs. They are now telling me this is acceptable.
This has been going on since i switched to Plusnet. Customer service is a joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Doncaster Plusnet  
Avoid at all cost! Worst company ever. Made mistakes in the contract. Customer service not helpful at all. Keep making mistakes in every step. Passed outstanding balance to debt collectors while ongoing complaint was not resolved yet. Customer service just repeating useless script over and over again. Can't speak to anyone who knows about a case.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Do not listen to their adverts, the worst company I have ever dealt with by far, never even got their broadband, cut off from old company for a week and plusnet never kept in touch, cancelled which took over half an hour on phone and refund might take 3 weeks, this company does not deserve to be in business, sign up elsewhere, you will thank me ....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Somerset Plusnet  
Seems to break quite a lot. Currently having issues which is annoying as I'm a small IT business. Looking at diagnostic using trace route it appears that the line drops frequently and traffic struggles to make it past the providers routers. Problem is at their end.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
Gateshead, Tyne and Wear, UK Plusnet  
Moved from BT two years ago due to constant price hikes for loyal customers.
Recent service from PLUSNET has just gone down the plughole. I have had major problems logging on to email,specifically on my ACER pad.Continuously returning "Wrong user name or password" however that combination is logged in my firefox browser and also in (successful) current use on two other devices, one iMac and one windows laptop. Followed set up to re-install but still the sme old messsage.
Online contact for help was poor, only suggestion was to yet again change password. This happened to me last year and then changed on all devices, even wrote them down!But now again ACER/Plusnet tells me I am wrong. PLUSNET help really isn't HELP at all!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Oswestry Plusnet  
Due to some personal issues and having moved house at the same time, I wanted to close my account. Eventually I just stopped the direct debit. You cannot close the account unless you write to plusnet, or phone. What happens when you phone is that you either get put in a queue for at least 30 minutes, or somebody answers the phone and immediately puts you in a queue for at least 30 minutes. I am not going to waste that amount of time, so I will write to you, which is pretty unbelievable considering you're an Internet company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Haverigg Plusnet  
I just recently became a „customer“ to Pulsnet. For the last month, it has not worked (except for one day) and it looks like this problem cannot be resolved in the near future because of my availability during working hours. I asked to cancel my contract or pause it until the problem is resolved since I am not able to use their services. cancellation seemed not possible for them without extra early determination charges and they were not able to pause for as long as it takes to resolve the problem (my originally preferred option). Due to their poor customer services, I would not recommend this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
After 18 months of awful WIFI signal and putting monthly direct debit up without our knowledge, we thought we would come to the end of our contract. 
Unknown to us, plusnet 'automatically renewed' our contract for another 18 months
Tried to argue this as but they just referred us to a debt management company called past due credit. It has cost us £300 to exit the contract we didn't even want, as we don't even reside in the UK anymore! Be warned, do not use plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Spain Plusnet  
I have been a customer for many years and overall the service has been fine. I did have a major billing issue back in July which has only just been resolved. I would like to personally thank Lee Yule for his superb professional approach which was both caring and considerate. Lee has been such a fantastic help resolving all the issues. He is a credit to the company. I would have left and changed provider if it wasn't for Lee.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex Plusnet  
It must be getting close to 2 years that I have been unble to access my bills on line via my prefered browser, Firefox. In the last 6 months I have been able to view them as long as I change browser!! I have raised the issue countless times just to be fobed off with 'we are working on it'. Really, for 2 years!

Also, evey evening my braodband stutters and freezes, I can only imagine this is due to high demand. However, this too has been going on for a VERY long time...surely they know how much demand will spike and at what times,...can't they plan for it!?!
I am about to change suppliers, and HALF MY BILLS in the process.
Plusnet get your act together, you have steadily increased your prices but the service levels haven't improved in line with that. I'm off.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
S. Wawickshire Plusnet  
Consistently lower than the 27mbps minimum guarantee, often at only 10mbps 3 months into the contract despite numerous calls and an engineer visit. Customer support are extremely unhelpful with the helpline often closed within stated working hours. I would recommend avoiding this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
No internet connection for 72 days. I have spoken with over 15 different people in their tech dept & no one can arrange a fix. username: antvic
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet ripped me of by hiking up my prices by £7 a month without informing me.
When I called to renegotiate I was forced to play some guessing game with your call handler as to what she could offer, before being told the minimum contract I could have was £5 a month more than you would give a new customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Matlock Plusnet  
Can’t comment on broadband speed or reliability as still don’t have it set up.

Terrible customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Ormskirk Plusnet  
9 days without a land line and I am told it will be another 5 days before its repaired. We are both 80 year old people and it's our only form of contact. Change your strap line to.. We let you down. Shameful service
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
Llanelli Plusnet  
We paying so much money for nothing. Only works in our living room. Called and they did not care at all.
They were fixing it once so did not have internet for a week. They told me I won't have to pay full amount still paid same as always. Can't wait for my husband to cancel it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dartford Plusnet  
Compared with my last provider, plusnet is excellent, I was always having to switch it off and back on to get wifi, which is all I want. With Plusnet, I don't have to do that any longer as it's never dropped since I first plugged it in, also, it's half the price, first class, hence 5 stars.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Haddington Plusnet  
Openreach engineers have tested my line and showed that I could get up to 7mbps. But I am now only getting 2mbps and I keep having to reset my plusnet hub when I lose internet connection completely. Apparently some part of the network system automatically turns down my speed because of the signal to noise ratio (snr). Everytime I phone plusnet I seem to be on hold for 15 minutes plus before I speak to anyone. The getout is that they only guarantee 1mbps.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wigton Plusnet  
Shocking from Plusnet. Swapped internet provider mid August. They eventually switched over at the beginning of September (They purposely take their time, you'll understand why). When swapped over internet was terrible. Kept buffering. Couldn't watch a programme in one go (this was supposedly 57mps speed) rang numerous times to fix, but still same results. Within 3 days swapped internet provider. Am now receiving Early termination fees of £180 even though I left within 3 days. They're arguing it was from mid-august date. I.e. They're purposely waiting beyond 14 days to switch over, so that when they do give you a below standard product, you're tied into them for the remainder of the contract. BE WARNED!!!!!WILL NEVER USE AGAIN!!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Rayleigh Plusnet  
Customer services, total waste of time. No service. Happy to hide behind customer lack of knowledge and continue to over charge compared to their "new" deals.
Customer care line dropped when tried to cancel my service.
DO NOT RECOMMEND
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leamington Spa Plusnet  
No complaints about BB, but customer service is appalling. Just been cut off twice, hanging on for over half an hour, and still not spoken to anyone about my contract. Even if you want to complain, you have to call--and they don't answer the phone!!Been promised a call back, but I won't hold my breath. That's an hour of my life I won't get back.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Maidstone, Kent Plusnet  
Absolute diabolical Service did not receive any of the promised service,so cancelled and now they are demanding money. Stay aware from Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newport Plusnet  
Totally messed up my house move. As far as I knew, everything was arranged for the day after I moved in to get an engineer out. When I called the day before to confirm the installation, I was told there was an error in the order and it would have to be rebooked. I agreed to this even though it was leaving without internet over Christmas. Again, the day before installation was due I called Plusnet to confirm. Now there was a problem with Openreach because my house already had an active line (it didn't). I asked them to confirm the details to find they'd booked the installation at the address is moved from! Absolute incompetence! I told them where to stick their broadband and moved to Sky. In Plusnet's credit, they agreed to waiver any early termination fees.
Our so I thought....
10 months later, I received an email from Plusnet saying payment could not be collected for my latest bill. I logged into my account to find a bill for early termination charges - issued 9 months after my move. As during the previous fiasco I'd spent hours and hours on hold to their customer services, I contacted them via webchat. The operator confirmed that the bill was raised in error and world be credited. Two weeks later I bet a call from their debt department chasing payment. I told her the story and she said she had put a note on my account. Two days later...another debt chase call! I demanded to speak to someone who could help without being put on hold for hours and was put though to technical support(?), the operator said he had emailed the billing team to sort this. We'll see.

I will avoid Plusnet and would recommend anyone do the same unless you're a fan of incompetence. As I'm also in a position to do so, I've also transferred my company's broadband away from Plusnet. It's hard to believe they're owned by BT. They definitely need to invest in staff training!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield Plusnet  
Keen price, excellent pro-active customer service, very good and timely communications and instructions.
I am very happy with PlusNet.
  • Satisfaction
    5 stars
Newcastle upon Tyne Plusnet  
Absolute joke of a service. Had to pay 80 to get an engineer out and wasted two days annual leave because the first engineer who turned up couldn't do the job needed.was told oh it doesn't matter because you're getting 75 cashback once the service is up and running any way. The service itself took a whole month of back and forth to sort out. When it finally came I waited for the cashback. And waited. Just called up and asked where the cashback had ended up. They sent an email out 3rd September asking for me to claim it as if I wouldn't just want it automatically. Absolute scam. For whatever reason the email ended up in my spam box and because I didn't kick off with them asap I've ended up missing the "deadline" for a task I've never been verbally told I had. Such a disgraceful way to treat customers and that was a lot of money for me. There is absolutely nothing the company is willing to do because the email scam is in the small print. Never again and I'd advise all friends and family to stay far far away from these guys.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
England 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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