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
DO NOT SIGN UP WITH PLUSNET!!! If o could make it bold and bigger text I would. They worried ok and then couldn't provide me with a service at all. When I cancelled they attempted to charge me a cancellation fee for a service they can't provide! They are now try to chase me through debt collection agency. Customer services not interested. Don't make the same mistake- you have been warned!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Plusnet  
Actually awful. It's always buffering even when there's just one person using it. It switches off and on randomly and doesn't even work half the time.
Calver Plusnet  
I have been with Plusnet for 11 years - ever since it was enabled in our exchange. This used to be a brilliant company but is no longer. My Broadband has been dropping out a lot and this meant phoning them. Don't choose the online chat system. You might as well email yourself and you don't get to the person you need. My line is provided by BT who arranged very quickly for an engineer to call. The problem was identified as noise on the line but I needed to get Plusnet to make some alterations to my settings. The shortest wait on the phone was 45 minutes and the longest 87 minutes. Yes - 87 minutes. Each time they told me they had done what I asked - hard set the SNR to 6db up and down and put interleaving on. Each time they told me they had done it but the next agent said they they hadn't. The last agent said he could understand my annoyance. Um! If you raise an electronic ticket for the fault it can take 3 to 5 days for a reply. My speed used to be about 16mbps but is now isn't. This used to be a really good company but no longer is. They tell me they are currently training more people to answer the phone. Too late for me. I'm off to their parent company BT for a variety of discounts. Their main call centers are now back in the UK. The problem is the C21 boards in the exchange which are failing but Plusnet couldn't do anything about that and told me to go to BT to sort it.I am, but not the way they meant.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Chelmsford Plusnet  
Plus Net service is appalling, 18 months now of being fobbed off with customer service. The internet supply is terrible. I'm not going to waste my time going into every aspect of their service. Please be warned anyone thinking of signing up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Plusnet  
Awful broadband speed, shocking reliability. Can go to nearly no connection at all for hours making it unusable. 1 star is not bad enough.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
AVOID at all cost worst company in the world bad customer services, slow broadband its like dial up, rude staff, don't deal with complaints, steal your money, phone line fault's broadband fault's don't get fixed shambles should be closed down
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset Plusnet  
Plusnet – Free NVQ Level 2 Telecoms Engineer Training and Btec Feng Shui
If you have too much time on your hands – appoint Plusnet as your internet provider. There’s hours of fun in trying to get connected and when you do, they specialise in providing download speeds that make nipping to the reference library in the next County Town by bus to find information seem pretty nippy - then sending you on endless and amusing wild goose chases around the house; making you do average impressions of a telecom engineer in an attempt to speed things up a little.
Then there’s the jargon – only it doesn’t sound like jargon because they give it an honest twang of a Yorkshire accent. So when they tell you that the “issue is still open with our supplier” or “There appears to be a cap on speed which only happens with external issues” you’re the one that feels daft for not understanding what they’re on about. I think the highlight from James in the “Silly Forfeits/Customer Service Department” was moving a large bookcase to get at a socket – then I was told to remove the front two screws and plug the ‘matchbox type thing’ into the ‘filter socket’ which he assured was lurking there. Then call back (easier said than done – but will come on to that!). No Filter Socket found in the box – but then again (as I was told on next call back – yet another half an hour I’m never going to get back) you’re only going to find a filter socket in the box if the screws on the outside of the box are in the lower half of the front of the box (wtf!!).
There’s a prize for anyone that gets a message estimating less than 15 minutes (and estimate really does mean estimate) before the call is actually answered. Whatever you do – unless you are desperate for basic telecoms training – avoid Plusnet! On the other hand if you’ve got time to kill – knock yourself out!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northants Plusnet  
Virtually unusable after 9pm, shocking, ive called them up, the member of staff, checked my signal, and said call again if it carries on, it got worse, I called again, it was a 30 minute wait, I gave up and wemt to bed, im getting rid of thee goons as soon as possible.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Doncaster Plusnet  
customer service very slow,usually on hold for over 20 minutes.e mail service is terrible,always going into a downloading loopfor each e mail for at least 5 minutes and then timing out.its a known problem by plusnet but as the email service is "free" havent done anything about it.will move back to bt when my current contract ends.must go now as ive got 3 hours spare and ive got 30 e mails to open.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
isle of wight Plusnet  
Plus net DO NOT make small businesses proud. I run a small charity in Halifax and had phone and fibre from them to run the office computers and VOIP phone system.

We moved to new premises and we were promises several times service was available for Fibre so duly paid £60 to move the service.

The order failed TWICE and was told it was because the Plusnet worker inputted information incorrectly on the Openreach system. But it was only after speaking to an Openreach engineer I found out there was no capacity at the exchange.

When I took this information back to PlusNET they wanted to only offer a substandard 1Mb ADSL connection which would struggle for a one computer user to use, and would no way run our telephone system and computers at the same time.

So there response is to charge a £500+ cancellation charge and no refund so far of the £60 move fee. I even offered to take service at home so the charity didn't get charged a huge fee and this was flatly refused.

I am furious and they have not offered any solution but repeat over and over that we agreed to a contract so have to pay the termination charges. I know that - but the fact of the matter is, we chose the premises because they could offer FIBRE service and its them that CANNOT provide the service so why should the charity be penalised?

My letters and online messages go unanswered and its up to me to keep calling to try and sort this out.

Well Plusnet, I am going to name and shame you everywhere and even get local media involved and let them see how you DONT make you proud! #MostStupidTaglineEver
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halifax Plusnet  
Absolutely useless, customer service is a joke, wait for them to eventually answer the telephone after being forced to listen to a terrible racket for 20 minutes or more. I still had no modem after a month, eventually cancelled with them, my advice is to avoid completely. I cannot comment on broadband speeds etc as I was never able to use it!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Cardiff Plusnet  
Terrible customer service. Avoid!

I've been with Plusnet for a number of years and havent really had a problem with them. However, I decided to change supplier as we live in a village and only get about 1 MB. What complicates matters is that I want to get my internet from a company that provides a local wireless service offering about 13 MB but dont do telephone services. Therefore I'm having to go elsewhere for the phone and decided to use the Post Office based on price.

I initially cancelled my services with Plusnet and was given a termination date of 6th June (today). However, when I spoke to the Post Office I was told that I should have called them first as they would normally cancel on my behalf so that there would only be a few hours between the cancellation of Plusnet's phone service and the Post Office's starting.

Therefore I called Plusnet back the next day (31st May) and spoke to an adviser called Richard Byron. After explaining the situation I asked him to cancel the termination of the phone line and to terminate the broadband on 14th June. He assured me that this had been done and charged me £22 cancellation fee.

Having done this I telephoned the Post Office again to put the order through again and expected everything to proceed normally.

Yesterday I was shocked to be told by the Post Office that the termination with Plusnet was still due for 6th June and that the Post Office couldnt start the process of transferring my service until it ceased. This could mean that I am without a phone for up to 15 days and also might lose the phone number I have had for over 12 years.

When I spoke to Plusnet they confirmed that Richard Byron had failed to cancel the termination for 6th June which meant that the termination for 14th June had been rejected. They were unable to do anything to help as BT Openreach need at least 48 hours notice to reverse a termination.

They also have refused to offer any compensation for the fact that I am now going to be without both broadband and phone line for up to 15 days and will have to use my mobile phone data instead, which has poor reception where we live anyway. Both my wife and I work from home and this is extremely disruptive. Plusnet couldnt care less.

I would strongly encourage everyone not to use Plusnet and any existing customers to consider transferring as their customer service is frankly appalling. The adverts are a complete and utter pack of lies!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham Plusnet  
Terrible company-phone lines always have 20-30 min wait -promise to contact you and dont sell fibre speeds -charge more for fibre speed stays the same -appauling management and company -reported to Ofcom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Solihull Plusnet  
Poor tel service. Always 30-40 min wait, even on Sunday morning !. Slow broadband. Not nec cheaper than talk talk . Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
LEIC Plusnet  
When I joined plus net from sky. Plus net connected to an old disconnected telephone line. I had to wait four weeks for connection. During the 18 month contract both telephone and broad was a night mere.
As I decided to move and another network they cut me off nine days before the transfer date and charged us for next month.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cleckheaton Plusnet  
We used Plusnet in our student house for two years. Be wary, we got a good deal to start but after 18 months the price rocketed. The speed was generally okay but unreliable and often dropped out several times a day.
The worst aspect was the service at cancellation. I was the account holder so the £34.98 total was taken from me every month. I called and cancelled the contract in June, paying the extortionate £30 cancellation fee on top of our final bill. The account was supposedly closed, but come July the monthly bill was taken from my account again. I called several times over the space of two weeks to rectify the issue and it took almost the entire month for the company to refund me.
Come August, the did it again. Once again I had to call and call, and finally sort a refund. That took 10 working days to get to me.
I was and still am shocked and appalled that the company billed me not once but twice after I had cancelled. Incredibly frustrating and the service from the team dealing with my issue was basically dreadful.
I would avoid plusnet, it turned out to be one big con.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Canterbury Plusnet  
Such a waste of time, the actual broadband was always slow and lagged, got cut off for 6 days after calling 8 times they managed to fix / chase up open reach! And for my trouble was give £2.16 off my next bill
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romford Plusnet  
Very happy with the service so far, it took quite a while for an engineer to come out but the broadband was up and running within an hour. Great speeds and the customer service has been ace so far (though there are long waiting times) I'm happy I switched from Virgin :)
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
United Kingdom Plusnet  
TERRIBLE, DISGUSTING, POOR, AWFUL, OUTRAGEOUS these are the words that come to mind with plusnet. I left sky giving them 4-6 weeks notice and went with plusnet also giving them 4-6 weeks notice. Attracted by the promise of customer service And the cheapest rate. You pay for what you get, in this case you pay and get nothing. Sky informed us that plusnet had not contacted them so they put a hold on th line, this took 3 weeks to sort out so we were without a phone line, once th sky broadband elapsed we were without broadband and have been for over 2 weeks. The fibre is now ready and I am advised it will be another 8 days to activate. So to recap, to avoid being without service I gave plusnet plenty of notice yet it appears they have sat on their bums and not done anything which has resulted in me paying for more and more and more mobile calls and phone data. My advice don't go with plusnet or give them 6 months notice as it delay after delay after delay despite their promises
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Plusnet  
A sequence of mess ups and missed managerial reviews, resulted in 12 phone calls (typically over an hour long) and 4 months without internet. What did we get in compensation? £12 which didn't even cover the cost of calling
  • Speed
    4 stars
  • Reliability
    4 stars
High Wycombe Plusnet  
Left talktalk at end of contract for Plusnet. Initially ok, but customer service was terrible and broadband speed was poor. Moved home in middle of contract, which they extended without notification. Had opportunity to leave in June this year as BT offered better contract and cash back. It was worth buying out from my Plusnet contract just to leave them. Just to prove how or their customer service was they tried to double by exit fee, which I fought as I had the original quote in writing. Plus they sent letters for the outstanding amount to my old address despite I hadn't lived there for 6 months, suggesting I wS avoiding them. They only had to ring me, I was on the same telephone number. NUTS! Would never go back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Swansea Plusnet  
For the past three days I've had an orange light flashing and the connection speed has been APPALING. I tried calling them but cut off after an hour and a half. It is shocking the way they treat customers and provide them with rubbish service! I'm suppose to get a speed of 80mb and it's not even near 35! AVOID AVOID AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Plusnet  
Very slow Broadband.
Have spoke with customer services but they do not reply to emails and hard to connect with.
Will not use Plusnet again when contract finishes in few months.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Isle of Dogs Plusnet  
Have fibre broadband with plusnet.

Shocking speed and reliability - on broadband speed checkers speed comes up as just over 5mb/s. With uploads coming in at less than 1mb/s.

Thats not even the worst of it though - on average Broadband will crash on at least 5 occasions a day where it completely goes off for 5-10 minutes at a time for both wired and WiFi connections.

Plusnets customer service whilst meaning well are totally useless and do absolutely nothing - seriously do not believe the we'll do you proud - what they actually mean is we will do nothing.

Seriously avoid this company easily the worst broadband and customer service I have ever experienced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
St Asaph Plusnet  
It is not good because it is extremely slow

Costumer service is good because they treat you well

Broadband speed is rubbish because it NEVER woke's and it is VERY SLOW

The reliability is ok because it sometimes stop working
  • Satisfaction
    1 star
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    3 stars
Russell Plusnet  
Had issues they didn’t help broadband connectivity useless I left!!!

AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Hastings Plusnet  
Absolutely abysmal treatment when moving to another provider. Had an email informing me that my service would be cancelled - but direct debit was still collected the following month.

Contacted the customer services team to rectify this - got a refund and was assured that the service would be cancelled.

The next month they tried billing me again. I contacted customer service to get this cancelled but they failed to do so before the billing date.

However, as I had cancelled my direct debit I then got non-stop emails and text messages harassing me for payment.

Feedback to me from customer service was non-existent and the emails and text messages kept coming for over 3 weeks.

Eventually, my whole account was closed but the first I knew about this was when I tried to log in to their portal to find that my account details no longer existed.

For a company that is supposed to have a reputation for good customer service I would have expected better.

Now, I am left needing to check my credit reports to ensure that their automatic systems haven't flagged my account as being late paying - I raised this issue with them but they just continued to ignore me.

I will never be returning to them and could not recommend people enough to STAY AWAY!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
UK Plusnet  
3 years with Plusnet with 5mbps,so not movies or music and for £32/month only:) I was complained with not successful but they arranged appoitment with,,engineer,, but hi was to busy and did not comes.
I sent email that want to cancel contract because I am strongly not enjoy speed and customer service since 16.06.2014 with last payment.
After 2 weeks Plusnet sent me outstanding fees but I had Direct Debit so all payments had been automatically.
I did not paid because they do not want to explain me why and for what I have outstanding fees.....and for last2 months not answers.I had a couple of good enough reasons for cancelling but they do not want to understand me.
Plusnet blocked my access to my account and doN't want to give MAC code which is required for the next provider...but this is not all. Plusnet is still connected with my line and do not want disconnect....

So slowest broadband,poorest and most rude service ever
Alyth Plusnet  
They used to be great, renewed my contract when I moved house, now I pay more, get less speed and the connection drops around 3 or 4 times an hour. It will be down from anywhere between 5 mins to half an hour. The tech support ends at "turn it off and on again". The routers they give you are useless (5m range) so expect to buy your own one if you actually want to use wifi
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
Kent Plusnet  
I moved to plusnet because of the mantra about customer service and quality etc... all I can say is, what a load of pants. I have found them to be incompetent and ineffective, and incredibly difficult to get ahold of. ide rather they didn't make such a big deal about there "UK" based call centres and just enough staff to actually answer the phone (or webchat!)
I have had multiple problems with my connection which has meant that my connection speed has been a 1/4er of what it should have ben for nearly 6 months whilst they attempted to fix it. when I asked for compensation for my time and hassle in discussing with them I got told "they don't do compensation". when I asked to speak to a complaints team they said they didn't have one!
I would 100% not recommend plusnet to anyone. really poor experience all round.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Plusnet  
I was a new customer to plusnet, but wish I wasn't! I placed an order for fibre broadband online on the 25th July. choosing for the installation to occur on the 6th August. After waiting for 5 hours I called Plusnet, who explained that my order hadn't been processed and I would need to wait for a further 24 hours before they could even confirm my account details and order. I am now having to wait nearly 1 month for broadband installation, and they can't do anything to help... I guess you get what you pay for.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Poole Plusnet  
Moved from BT to Plusnet 6 months ago and have been very disappointed with the poor service. When it works the speed is good but it is extremely unreliable and constantly drops out and makes using it for anything impossible, including sending this review (crashed the 1st time I pressed submit). Avoid!
  • Customer Service
    2 stars
  • Speed
    3 stars
Bromsgrove Plusnet  
Having switched to plusnet from Sky I wish I stuck with my standard broadband!

Was set up eventually after a 2 week delay leaving us without any internet or mobile coverage - as we rely on a booster box for mobile signal - and to put it bluntly the wireless is possibly the slowest I've ever encountered and considering it's supposed to be fibre broadband, I can get higher speed through 3G in most places.

If you ever want to phone them, you'll get stuck with someone who doesn't care about the issue and will instead hide behind terms and conditions and tell you that you have broken your router by putting it near other electronic devices and then have the cheek to charge for a replacement.

Honestly, if you want broadband STEER CLEAR, I'm currently waiting for a cancellation cost (been waiting 3 weeks) just so I can pay to leave.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Anglesey Plusnet  
Switching from BT who's service was 54mb/s to Plusnet who promised to deliver the same but turned out to be 21mb/s at best. Asked to leave after a month because of the poor broadband speed and worse reliability. Was told I couldn't leave without paying nearly £100 as an exit fee. Sent a Breach of Contract Letter, uploaded via their website and signed up for BT. Within 24 hours Plusnet were on the phone agreeing that they'd breached their contract and agreed that I should be able to leave without financial penalty. I'd never go back to Plusnet, BT might be more expensive but at least they deliver the speeds they promise when you sign up. Good honest Broadband? Bad and dishonest in my experience!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stroud, Gloucestershire Plusnet  
a month and a half with no internet, was obviously not their fault and even trying to cancel my account was a hassle. Oh I forgot to mention they perhaps may give you a 2-5 pound refund if you're lucky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london Plusnet  
Appalling experience with plusnet. Connection drops out repeatedly. My order has been messed up again and again, paying over the odds. Only moved to them because BT was so bad, and these are worse. When on the phone the people sound helpful then they don't do what they promise.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Teesside Plusnet  
DON'T TOUCH WITH BARGE-POLE

Why did I do it? Moved from BT, BB running at 6 mbs down. PROMISED by plusnet no change to speed. at connection <1mbs. They also changed tel number without being asked.

BT own plusnet - I wonder if they have decided to run plusnet to make themselves seem good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland Plusnet  
Worst broadband ever!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rugby Plusnet  
I have been with Plusnet for almost a year. Customer service is really good but internet is very slow. Modem looks cheap and connection fluctuates. Not happy with price rise. Switching internet providers.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Dunmow Plusnet  
The service is unreliable. Intermittent connection for broadband. Website says 24/7 customer services. The reality is the chat service says currently unavailable and the phone support says 30 minutes wait.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Inverkeithing 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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