Plusnet 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
    3.2 stars
  • Customer Service
    3.4 stars
  • Speed
    2.8 stars
  • Reliability
    3 stars

Based on 7068 customer ratings since 2017-12-15 (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.

2425 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Promised one speed delivered a slower one. Even emailed me to let me know!! Failed to reply when I asked if they we gloating. As for customer service I have tried a couple of times to change the product but their system claims I have an order in progress, yet on another page says all orders are complete....Farce set in Yorkshire...Never again.....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Plusnet  
Absolutely disgusted with customer service plusnet have been over charging me I have been waiting for a call back from them to resolve situation since 10th December, staff do not have a clue what there doing, strongly recommend not to use plusnet, service is non existence, don't answer your complaints or queries, they are unbelievable and website login page is rubbish. To top it all they don't listen to you they think there right about everything when actually don't know what they are doing and we have spent 6 hours trying to get in contact with them to no gain. My advice don't use plusnet. The star above will not come off I give them no stars at all.
  • Satisfaction
    1 star
Plusnet  
Pretty piss poor long term customers disrespected and ignored for any deals; amazingly slow for promised speed. Why doesn't sale of goods legislation kick in? Most ratings should be a zero and not even one star. They took over from force nine which was also bad. Expensive for all that!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Wouldn't even recommend this broadband. They are so sneaky it's unreal! Transaction was taken automatically out every month (as suppose to) We believed they were still receiving these payments but they left it a whole two months to say they haven't received these payments we found out because they turned the broadband off..took it straight to a debit agency..without sending a letter not even once to give us notice or warning us..as we could of resolved this and made payment.. But as we didn't know we couldn't stop this going to debit agency. I took this higher to speak to their manager.. All they said they sent email (before I singed up with them I said I don't use my email)..but still required for my email. Funny enough once I spoke to their manager about how its not been doubt with in the right way or warning and stated how I didn't even receive a letter.. Yesterday 2/11/18 I got a letter from them (as I said I should of recieved a letter on first payment that weren't done) they sent one which explained yesterday that I was sent to debit agency and my bill was 300 and something pounds.. This letter has no date on it what's so ever so they've clearly covered there backs as every letter you have from company ALWAYS has a date on.. I'm appalled their are better broadband company's out there and this definitely isnt it. (I've had to write this on here for my mother as she didn't use technology.. She prefer the letter stysem way)..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Absolutely appalling service, I have been trying to amend the account details from my son's name into mine as my son previously paid the bills but has been travelling for the past year. After numerous calls to them from both me and my son, who incidentally is trying to call from remotes areas in New Zealand they will not cancel his name on the account. The phone calls to them are horrendously expensive as it can always take between 30-45 minutes just to get through and for my son, extremely high. He has stated in 2 emails to plus net who have confirmed that they have received these but still they insist that they need him to call and confirm. They have happily advised me that once the account has been changed they will greatly reduce the tariff, currently as a person living on my own in a flat and using little wi fi, however they constantly charge me around £35 per month! I am extremely unhappy with this so called customer friendly organisation and strongly urge everyone else to go elsewhere. Unfortunately the area which I live gives a very limited choice of provider, and I do not want to cancel the direct debit and risk harming my son's credit score.
Plusnet  
5 mb average speed been paying for up to 40 meb and min 27 mb.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Absolutely filth and rubbish. Beware of this fraud company who tell something else on their website but cant transfer even your number to their network. Their customer service reps are without any real knowledge about how things work. they take more than 15 minutes to answer the calls of existing customers. Waste of time
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Plusnet  
Poor customer service. It took me 60 minutes to get through to speak to a sales assistant. I tried to use the live chat facility but I was ranked 21st in the queue. I asked the call assistant why this always happens whatever the time of day I ring,his reply was to try another time!!!
I left a complaint but this has never been followed up
Plusnet  
Customer service is insulting to say the least ,one of the mistakes you can make is to go onto live chat first it will log your questions /complaint and when you don't get any help you go to phone up they already know what's wrong before you start .
OK my internet keeps dropping out ,no our internet has not dropped out its your router iv checked and it has not ,he,s checked but iv only just told him ,then comes the long list of things that could have caused the problem and all your fault its nothing to do with plusnet at all ,its like an interrogation from the stazi pull them up on a question and he will talk over you and keep going ,
They sold you this crap service with a smile they did not you that your share of the band width will go down to 4fiths of f all , or if you bank on line and it drops out your transactions are void , or that if you are recording YouTube channels for research it constantly buffer every other second or just hang up for minutes ,that's frustration enough but to be told in a condisending /patronising voice its your fault is the icing on the cake ,if some one spoke to me or mine I would just headbutt him ,but he is up north on the end of a phone in his warm office getting paid a bonus for trying to talk people out of complaining by talking down to people ,plusnet need them spoons shoving up their RS !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
NO don't unless you need the pain ,slow speeds old out of date routers that stutter and stammer their way through on line videos ,drop outs by the dozen .

30 minuets to answer the phone ,then they say we put you through to someone don't worry you won't queue then comes the music your queuing again another 30minuets ,customer service can be arrogant and tell you any old rubbish just to fob you off ,if you get to repair one their cars or appliances give them a 30 minute on the phone and a time and date for the job then tell them it will be another week and see how they like it !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Dail up speed fiber prices ,they have an office completion every day to see who can leave the phone to ring the longest !

Prizes are are given for best story as to why the broadband is to slow !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
This company has staff that lie do not return calls and the worse customer service I have ever experienced.
Use another provider for peace of mind.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
!!!!!!!!!!!!!!!AVOID!!!!!!!!!!!!!!!!
DO NOT JOIN THIS COMPANY. Its taken 11 days to get an engineer out, which i took a day off work to be in for. No one turned up but apparently the phone line was activated without anyone coming, which could have been at any point. Now theres been a further delay with my order and it wont be getting processed for a further 12 days from date the engineer 'came out'. Shocking! Called up to ask what what going on, and he was so rude! His name was Billy, clearly not his real name though. Offered me £2.50 as an apoplogy. HAHA pathetic. AVIOD!!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
I ordered fibre from plusnet at the end of August. No contact from plusnet and nobody turned up on the assigned installation date. I called to complain and they said I had to wait another month, I asked to cancel but they said I would be liable for the whole term of my contract if I did! Anyway they gave me another installation date a month later. No contact from plusnet and nobody turned up on that installation date either. This is the worst customer service I have ever received from any company ever! I wish there was a rating lower than 1 star!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
To start with at the beginning of setting account and agreed monthly price they kept increasing the amount so ended up paying double. Cannot get through by phone as I had to as wifi was down for 2 weeks when I finally got through the agent did not care offered no help and no offer of refund for the time out of service. So I cancelled and again they put extra charges on.
Plusnet  
The mars lunar rover receives better ping than I do. I can't even do video calls without lag and poor quality. I even have plusnet fibre and I only have <1mbps upload speed. People is the most rural areas of the world wouldn't even be impressed with Plusnet. I'd rather have no internet than them.
Plusnet  
Hard to contact by any means other than phoning. The online chat never seems to be available and when contacting them by email all they send is an auto response saying that they don't respond t emails for various reasons. It's odd that email contact works very well in my experience with other online service providers. I contacted Plusnet on Twitter and was referred back to their support phone number. They must think that people have all day to spend chatting. Our broadband stopped working due to an outage and it seems incredible that they don't have any inbuilt redundancy systems to provide continuity of service. I'm fed up and am switching to Sky.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Plusnet  
Continually increased and charged me unexpected fees. Don't believe their marketing!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Plusnet  
Router shows a connection speed of 6MB but download is rarely above 2MB. In the past and with Nildram download speed was over 5MB.
  • Customer Service
    3 stars
  • Reliability
    2 stars
Plusnet  
broadband speed around 16Mb most of the time. ok for PC but has trouble with some TV progs, has to play catch up when watching some movies and pixilating on some channels, another big thing I am not happy with is the price, when I first started with plusnet it was around &30pm it slowly creeped up to over£40pm, I went to customer service and removed caller display and dropped it down to about £36pm, it has now increased once again to over £40pm, I'm a pensioner and have to watch the pennies, so am not happy with these stealth rises
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Plusnet  
Absolutely disgusting service. Broadband is rubbish, staff untrained and just cut the phone. Pay for a service and have days with no signal. They refuse to send bills over and put ridiculous charges. Stay away from these !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
The worst internet I have ever had complained over speeds 6 times this year still no resolve all I got was the line from the interchange is running fine absolute joke. Got virgin running at the same time just to have a stable connection never in my life would I go with these crooks again. I don't know how much they paid for all the adverts but there service is disgusting!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
I don't even know where to begin. I call and try to organise wifi for myself and I'm told it will be live in 10 working days. Fine. 10 days comes and goes? I don't have an e-mai, modem or anything never mind my internet. I call. 40 minutes waiting time!! I'm told they can't find the line???? They had to call another company to ask them. Don't know whether to laugh or cry at that. Then they said they'd e-mail with an update. NO update but I have suddenly been 'opted in' for several marketing channels?!!! I then have to call and chase them (another 30 mins) and I'm told they found the line (talk talk told them) BUT FORGOT TO PUT IN AN ORDER FOR THE MODEM!!!!!! So thats been ordered now and I've been told the 17th is when I go live........ I'm a 4th year uni student who's falling behind for lack of internet. And no mention of any kind of compensation. DISGUSTING. Only thing they haven't forgot to do is bill me.
Plusnet  
customer service is poor
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Plusnet  
Very reliable and decent speed but quite frankly the most incompetent outfit I've ever used. Had to make three separate appointments for installation, took a day off each of them and the first two they cancelled without even doing me the courtesy of informing me. When it came time to cancel they said that any outstanding bill would be resolved via Direct Debit yet I have just received an email telling me to pay an outstanding balance or it will be passed on to a debt recovery agency. Their claims about customer service are obviously the product of some jaded and sadistic sense of humour.
  • Speed
    4 stars
  • Reliability
    4 stars
Plusnet  
Im sure there are a few people in the country who are delighted with Plusnet and its fibre broadband service. Unfortunately i am one of the seemingly endless number of those who aren't. Since upgrading to Fibre from a terribly slow standard broadband service i have had not a single hour of regular broadband speed. Plus net technical have basically told me to run 5 speed tests which take around an hour each after fiddling with settings to turn off Wifi on the router etc, god help those who dont know how to do this as they sure as hell dont tell you how to.

I like things when they work and will praise when they do, i am not a negative only reviewer but i would strongly advise you chose against plus net. as they wont do you proud and i can only imagine why they were given an award for best broadband supplier recently.

We had a BT engineer visit for 4 hours, who was competent and knew his stuff, he said the issue was with plusnet and if i were with another supplier there would not be an issue.

As always, its not easy to leave such 'broadband' contracts without even more hassle and communication with people on the phone who clearly don't give a monkeys.

So, I am left with terribly slow broadband, fluctuating speeds, terrible customer service and tech support. All for £30 a month, bargain.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
'Fibre Broadband' ... Plus net 'we'll do you proud' Plusnet  
My download speeds are ridiculously slow at 2MB/sec, this though is Usain Bolt when compared to my upload speed.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    3 stars
4 The Stables, Knockomie, Forres, Moray Plusnet  
Very frustrating dealing with this company. Spentbover 3 hrs just trying to contact them. I switched from BT and plusnet failed to send a router. "Customer services" said their tech team would make sure I could use BT router then cut me off entirely!!! No phone or broadband for 9 days. Contacted BT to rejoin and they can't get me back up until 30dec !!! Avoid plusnet like the plague.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Abercych Plusnet  
If you're considering using Plusnet, take it from me, go elsewhere! The phone line is fine, but the broadband is atrocious. It spends more time off than it does working, and every Friday it is off for at least three hours.
I'm a business and it has affected me so much, I've had to disconnect the best and go with someone else's standard broadband which is 5 gb quicker!!
When phoning to complain, their standard response is one of two things:
We can't see a problem, it must be to do with a problem on your end, or
We are aware of the problem, and we are working to fix it as soon as possible.
There's a reason they are cheap....Their service is useless.
(Unless of course you just want a phone line on its own, which has been fine, but oh wait.....No, they don't do that on its own......
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Abercynon Plusnet  
Absolutely shocking.. I get 1mbps upstairs on my smart TV and that with all other devices turned off. Rang them on and off for nearly 11 months. When I tried to cancel they put me on hold for nearly an hour each time I called. Still not got anywhere with them. Total nitemare of a provider.. next step is to cancel direct debit and launch their router in the bin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdare Plusnet  
Customer service was perfect. Had to wait a while to get through to a technician but they made it clear that there would be a wait at the begining of the call. Once through, "Faz" was fantastic. He was very patient and polite and talked me through everything. He was very knowledgable and explained everything very simply without patronising. All in all truly excellent customer service.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
Aberdeen Plusnet  
PlusNet website is a disaster - there is no simple email address to contact them and telephoning requires the patience of a saint!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Aberdeen Plusnet  
Terrible customer service, bad technical support. They all lie if they don't know the answer to a question. If you have a connection issue they will blame it on your router. When you buy a new router they blame it on your line. When you wait in and the engineer finds no fault at you end. They'll make needlessly disconnect you phone for days then say they have send the Engineer out again, "forgetting" that he was only here a few days ago. Eventually they discover the numerous faults at their end. Faults are always at their end! Then when you decide to leave Plusnet you suddenly you start experiencing the same unreliable connection that you had 6 months ago. Then they lie... Occasionally you get someone who isn't as thick as two short planks but that's very rare. Don't use them and watch out for other so called providers that are "serviced" by Plusnet too.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Aberdeen Plusnet  
I had been with Plusnet for 17 long and expensive months and had just one month to go of an 18 month contract when I was moving house.

In that time the fibre broadband was the slowest wi-fi I have ever had, its like 90's dial up, had six routers and four engineer visits and the bills were in the region of £50 a month. The fibre struggled to cope with two laptops and a Now TV box. Felt like I was throwing my money down the drain.

When I was moving house I thought they'd let the one month early exit go but they didn't. I didn't receive a bill, call, email or a text for the outstanding balance so I couldn't pay a bill I didn't have or know how much it was for. Plusnet had immediately sold my final bill to a debt recovery agency who contacted me. Neither of us were pleased about it. I got the impression that Plusnet had done this to them before.

I phoned the ICO who said they were interested in my complaint but did nothing when I put it in writing and I thought they were just trying to justify their own existence and keep themselves busy.

It's unfathomable why Which? keep giving Plusnet awards for service, I don't believe a word Which? says now and wouldn't base a decision to buy anything in its word.

The friend who recommended Plusnet is still with them but will be leaving soon when his contract is up for renewal, he's not a fan of BT and didn't know it owned Plusnet.

I moved to TalkTalk almost a year ago without incident. I've got their cheapest free broadband and the bills (including anytime calls) is just £22 a month. Talk Talk have had some bad reviews but I haven't had a bit bother with them sO I'll be staying with them for the foreseeable.

I don't know how PlusNet is getting away with this. Dire products, dire service from a dire company. Potential customers should have a look at their Facebook page, that'll open your eyes and when you've read the comments you'll go elsewhere. Avoid this company at all costs. If PlusNet is the only telecom company in your area and you have no choice but to use them, move house.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen Plusnet  
Absolutely appalling service. How can as service provider company operate on this low level of competence is beyond me. I received an e-mail telling me I have overdue cancellation charges to pay. It included a phone number to phone and to settle the changes. I phoned in only to be told that they no longer take payments over the phone. Not a big deal, the automatic answer points me towards a website called plus.net/pay to settle the bill. I type it in and of course it comes back with an error. Left with no other options I am phoning in again, am told the waiting time to speak to an advisor is currently 15 minutes. I have already been waiting 35. Plusnet, I suggest you sort out your service because you will have no customers left. In today's world filled with broadband companies and choice, you really need to rethink the way you treat your customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen Plusnet  
Terrible! I would not recommend them to anyone. It took 8 weeks and endless phone calls to listen to incompetent customer service dance round questions and give false promises about getting sending an engineer to fix the wifi. After so many pathetic excuses and promised dates I cancelled and then got my wifi up and running BT within a week. Plusnet will do you proud? They did anything but that...absolute waste of time and money!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen Plusnet  
Would not recommend plusnet. Compete disaster from begin to end. Order went though wrong, had three missed visit from BT openreach to change from previous supplier. Was out of broadband for a week as a result. Speed is stockingly unreliable. 10mb is the normal speed, but will suddenly drop to as low at 100kb. Making steaming video or even web browising impossible. Completly useless. Extemely dissatisfied with this company.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen Plusnet  
A total disaster. The phone and broadband activation day came, the phone got connected but the router didn't arrive. I called them only to find out (after 45 minutes listening to music) that "the router had been cancelled" because there is no fibre available in my area!!! Keep in mind that my fibre broadband from sky was working till 2.00pm that day! I was offered a simple copper broadband that could be installed in 4 days! No explanation why I was not notified about this "issue" before hand and as usual the cheap and with no substance "apologises" and "sorries".

Called back again, this time the cancellation line. This time they magically found that "there is fibre" but I have to wait 5-10 more days. In the meanwhile no internet. The saga continues...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen Plusnet  
Avoid at all costs!
Switched from talk talk to plusnet 2months ago. Broadband speed is okay but our nowtv and Netflix freeze often where as this never happened with talk talk. Apparently the same broadband speed.
Our current deal is an 18 month contract -12 months free broad band and we only pay line rental then after 12 months we pay £9.99 plus line rental.
However we are having to move house and plusnet have decided that this is going to cost £65.90 plus after our 12 months of free broadband instead of paying £9.99 plus Line rental we will need to pay £17.49 plus line rental. As if moving home wasn't expensive enough. Other options were if we took a new contract for 24 months and lost the 12 months free broadband and payed the rate of 13.50 plus line rental then we could have the move for free but then stuck with awful broadband for two years. Or we could cancel our contract and have to pay £195.05.
It's a shame as if we hadn't of switched - talk talk would never of charged us to move or increased the contract price. Will have to pay the moving fee and then the increased price of £17.49 plus line rental till our 18months is up and I will never buy anything from plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aberdeen Plusnet  
My broadband connection is unstable and unusable at times. If at first they don't succeed in fixing a fault they make you wait a while and repeat the same process(weeks). Obviously this does not work. So they will try to send out an Engineer again, make you wait again for another 5 hours and charge you again and the fault will still not fixed! It is also expensive to to phone using my land line. Long waiting times for support calls to be answered. only saving grace here is that they have a 0800 number so you can call support for free. Steer clear and do not sign up with Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Aberdeen 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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