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
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 5394 customer ratings since 2019-12-01 (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.

3223 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
All of your worst nightmares. Beware of switching. Broadband worked reasonably well with Sky but since switching no TV, computer, wifi in house. Plus net detected a fault on the land line. BT and therefore not our fault. How often do providers seek to blame somebody else. It was absolutely fine the day before and the month before that and the six months before that. Why did I switch - I was promised seamless transfer, slightly faster speeds and marginally cheaper service. Deep regret.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Plusnet  
Connected today. The broadband speed is well below the guaranteed speed but it is impossible to speak to someone and there is no chat line open. My minimum guaranteed speed is 31mbps on a 40mbps package and I am getting 20mbps. My previous provider (Vodafone) was a 35mbps package and I was getting 33mbps from day one consistently. I wish I hadn't chosen Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
I was due to be connected yesterday afternoon. I stayed in as I was told if there was a problem the engineer would need to visit the house.....no one called at the house so assume the connection went ahead as planned. I still have no dial tone. I can't test if I have broadband as the router has not arrived yet. I have made numerous attempts to call customer service for an update but can't get through, their text chat is also disabled. The only line I was able to call was for cancellations. That was handy as I was able stop this madness before I was locked in to a contract. I don't know what award they have been given, but I can think of a few...none of them pleasant. AVOID this supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
South Wales Plusnet  
The actual reliability/speed of the service has been OK, the cheap router they send out is nowhere near as good as you'd get from EE or BT broadband, so you need to factor in buying your own router if you want reliable wifi. The main issue with Plusnet is the horrendous customer service. 'We'll do you proud' - no you won't!!

They send out e-mails, yet have 'no records of this on our files'. They then make it almost impossible to send it to them to prove that they sent it as they don't have any contact e-mail addresses. They then claim that you have to send them a screenshot of the e-mail as if you sent them the e-mail you could type whatever you want in it. You really couldn't make this up! All in all I would seriously avoid using plusnet - it's not worth it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Edinburgh Plusnet  
I'm disappointed with plusnet. My mum has been a customer for 11 years and still has her original router. She is on a very basic plan, she uses less than 10 gb a month data. The old router is unreliable and slow. I have asked for a new router and the answer is 'NO'. She is 88 years old , completely deaf and relies on email to communicate with everyone. The best suggestion from customer support was you can probably get a router from somewhere else.
sale Plusnet  
Was supposed to be switched to PlusNet on 6th October. Received an email at 05:30 telling me the phone service was ready to go. No dial tome on the phone service so no phone. Tried to contact them a number of times throughout the day and only got through after waiting for over 50 minutes on hold. Used over 200 minutes of my monthly call allowance trying to contact them. Left questions to be answered only for them to be placed on hold until 07:00 7th October. Come 7th October no response. Posted another question and still no response. I still have no broadband a day after was supposed to be switched. Have had to go into the office because I can't work from home. Have tried to contact them again today but cannot sit at work on hold for almost an hour. My wife did manage to get through but they refused to deal with her as she is not the account holder.
The service is appalling and not fit to be called a service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Caverswall Plusnet  
AVOID!!!
They talked me into signing up for Fibre Broadband in August 2020 - nothing happened for 3 weeks, contacted them, they said my account was a mess, but now sorted - posted out my Router - 3 weeks later I chased again - they said somethings wrong, now sorted - I will be switched on 6th October ... today, 6th October I have lost my internet and my Account has disappeared. They lie, they don't care, they're utterly useless .. if I see that fat bloke on the advert I shall kick him in the nuts - trades description act and all that. They just don't care!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Tadley Plusnet  
Now in my seventh year with PN, not one outage in that time. Consistent 35MB/9MB connection on 40/10 package. Hub One cheap and cheerful, PN community forum shows easy set up for BT HH6 available ebay etc for £10/£20, much better wifi.

Email service slow and clumsy to use, anyway you're far better on independent supplier so you keep your email if you change ISP.

Accounts system shambolic, renewals or changes charged full rate so you have to phone to restore promised discounts. Staff overloaded but helpful once you get through.

Apart from these failings I recommend PN as totally reliable and great value for money.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
N Ireland Plusnet  
Shocking company, took more than three weeks to connect so they gave me a months free internet. Then only lasted 4.5 days before lost service. After 9 days of constant phone calls issue seems to have been resolved although they cant tell me if it has or what the issue was.
Then to cap it off I find out the deal I signed up for with "line rental" included is actually mainly line rental i.e. 19.99 for the line a 3 for the fibre broadband. This means when they don't give the you the broad band all they have to refund is 3 pounds a month. Devious deceitful untrustworthy company. As soon as my contract ends I am going elsewhere and recommend all others to look for internet with a different more trustworthy provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Scotland Plusnet  
I moved home 12 months ago, and there followed a succession of problems. Firstly for some unknown reason someone put us on ordinary broadband from the super fast, but continued to charge the faster rate. From day one we had no end of problems with coverage and reliability. After a number of calls and a replacement router, still the same problems. They then sent an engineer who suggested buying boosters as it a 3 storey house, which I duly did, still problems. They tried slitting the bands, still no better. I tried to persevere but it kept dropping all the time, which was a nightmare as my partner works from home on live spreadsheets, which are not self save, and she lost her work. Finally I decided to cancel my contract as it was not fit for purpose. A very rude lady on the other end said I had not followed their fault reporting process and I would need to pay the cancellation fee. I have now installed bt 2 all cover, perfect!If you live in wf2 do not buy plusnet.
  • Speed
    3 stars
Wakefield, West Yorkshire Plusnet  
Like other reviews here, I have been a long standing customer of Force9 then Plusnet, but loyalty seems to mean nothing at all to them. I reported a fault 2 weeks ago. Carried out the checks they requested and since then, nothing from them at all. Fault is getting worse by the day, connected for a minute then disconnected for 10. Now I have no dial tone and rather than be bothered to fix the broadband fault they have just capped my speed at 1Mb. Zero communication. Totally unacceptable. Used to be a great company but since BT took control they have steadily gone downhill right to the bottom. Other providers offer cheaper deals now anyway.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Surrey Plusnet  
Been with Plusnet for over 2 years now. Since moving to a new area (which has very good speeds) the broadband has become extremely unreliable. I've been guarunteed 35mb/s but rarely get more than 7mb/s. When trying to call them to discuss via their customer support line, I have been greeted with the same message 'no one is available to talk' for the last several months. The only way to get through to them is by pretending to be a new customer, to then request a direct transfer. Can't wait to ditch these guys. Happy to take your money, not so happy to provide the service or any support!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Chelmsford Plusnet  
Just had to post a review as I'm so impressed. My broadband failed on Monday evening, I rang Plusnet Tuesday morning. They tested the line and found a fault. I was told it would be passed to the engineers and maybe up to 72 hours before they could get to it. I only have a smart TV and I live alone. On Wednesday late afternoon I called to see if I could speed things up. A lovely guy checked and he managed to get me a temporary fix until they get to the line. Just wanted to post to say thank you and give them 10/10.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Wimborne Plusnet  
This is actually a review of their e-mail service - works perfectly EXCEPT when you want to access it remotely through webmail.plus.net - I cannot remember the last time I was able to connect without problems - how is it that gmail can do it with millions of subscribers and plus net cannot manage it with the thousands they have - does not instil confidence in their technology
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Avoid!!!
Signed up with them 6 weeks ago and still no service!! made several phone calls, waiting hours in queues for them to answer the phone, to be told on numerous occasions "that all will be sorted now"
Now not answering twitter Helpdesk, secure messaging via account page etc....wish I had never bothered to go to them :(
  • Customer Service
    1 star
Hampshire Plusnet  
I am counting the days until my contract expires - I see the reminder everyday on my phone and it's gradually getting closer.
Advertised as 'fibre', it's nothing of the sort as it comes through the old copper wire. Despite many, many efforts to boost the speed from the router, it averages about 25meg. Occasionally I get lucky and it is a heady 40meg but nowhere near the 70+ promised.
Had I realised the promised speed was only to the input side of the obviously shabby router, I'd have shopped elsewhere.
Plusnet mobile is great, Plusnet broadband is awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Somewhere in the NW Plusnet  
Not notified that contract has come to an end . Was paying £12.99 in 2018 and paying £30.98 currently..Existing customers are not rewarded for loyalty instead they are penalised ..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Edinburgh Plusnet  
Didn't get connected, customer service is terrible. Let me down on install date, no communication. I had to chase them, to find they hadn't even placed the phone line with Openreach. Promised a new date within 24hrs, nothing. Chased again, long queues again. Had anew date but hadn't told me. Cancelled, didn't want to give me my money back, after much protest I will get my refund after 10 days despite the taking immediate payment. Typical of a useless company, don't believe the adverts.
  • Satisfaction
    1 star
Lincoln Plusnet  
My old provider had a rubbish accounts department and although I should have had a standard payment every month they always messed it up and I used to get into arrears because of mistakes on their part.Plusnet has always kept me informed about mu account.
Also my download speed has never gone below 35 mbs
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Wiltshire Plusnet  
I cannot believe anyone can give this company a positive review. I signed up to switch to their broadband in early July. It is now September and it hasn't been activated. They have started billing me for the service despite it not being activated. Their customer service team raised a complaint on my behalf. Made no difference. Been trying to call them and they are not taking calls. Appalling.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ingatestomne Plusnet  
Doesn't work, customer services down for the past 3 days at least. Regretting my purchase. Hate this company already, their customer services is non existent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chesterfield Plusnet  
STAY AWAY! Dreadful customer service, I set up PlusNet for my 84 year old father, it was only supposed to be £22.99 per month but they took nearly fifty pounds out of his account. They appear to have taken over his pay as you go mobile and are charging for that when his mobile number was never included in what I set up. When I contacted their customer services I got a woman with a foreign accent which was so strong I couldn't understand her but she refused to discuss the account with me because I wasn't the account holder (even though I'd set up the account and my father wouldn't know any of the details if they'd spoken to him directly). I asked to speak to someone in charge and she refused to transfer me, she talked over the top of me constantly and ultimately refused to deal with me even when I'd explained the situation. DREADFUL....ABSOLUTELY DREADFUL!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Aberdeen Plusnet  
Due to a technical glitch, I was double charged and have spent the past several months trying to get a refund. One would be agreed in a phone call only for a different answer to be given on the question open for my account by someone else who I had not spoken to previously. My issue keeps being bounced about between different people so I need to re-explain myself each time.
In addition the broadband would sometimes just drop out for no reason.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Sheffield Plusnet  
After moving to a new address Plusnet refused to allow me to exit the existing agreement. I had to find a new internet supplier and keep paying for terrible broadband "provided" by Plusnet, especially as I was working from home I needed reliable internet. Eventually Plusnet contacted a "credit solutions" company forcing me to pay for broadband internet I didn't even use. Impossible to log any complaints, they conveniently only allow phone calls, so you can't keep track of your complaint over email. Highly discourage using Plusnet. STAY AWAY!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
How this company is ranked in the top 5 is beyond me! Slow broadband, no accountability from anyone that works for them, and mistakes and incompetence at EVERY turn. After continued calls to customer services for months regarding slow and unreliable ‘fibre’ broadband that I waited 9 months to get (due to availability in my area), Plusnet accidentally cancelled my contract and lost me my space on the fibre cabinet. I now have only the option of 1-4mbps ADSL which is terrible. Every time you speak to someone in customer services they give you a different answer, and on average I spend over 1 hour on the phone every time I call. The worst company and service I have EVER had the misfortune of dealing with and actually giving my hard earned money to!
Hampshire Plusnet  
Now my credit score is knackered due to agent errors.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North East Plusnet  
If you enjoy paying for a service slower than a dial up modem join plusnet might be cheaper and you will find out why.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Letchworth Plusnet  
On the fastest service they provide. Supposed to be 60-70mbps. Rarely get over 30 mbps and has often been as low as 5-6 mbps. Connection drops out on a regular basis. Even a new router didn't improve things. Have made numerous online queries and have done and sent the diagnostics asked for. I have not had a single reply. At it's best my connection is 40mbps but it's average is somewhere between 20-30mbps. I still have 9 months left on my contract. Even if they fix my issues at this point I won't be renewing my contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham Plusnet  
The worst broadband privider ever! One star of rating is to much. When I'm not using the broadband light on device is blue. When I turn on my laptop, router starts flashing orange. I'm going to leave company and I'm not going to pay any leaving charge.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wellingborough Plusnet  
Changed over to Plusnet from Virgin (awful service). I sadly believed the TV advert with the jolly northern chap telling us how great it was. My first contract came to an end so I contacted about renewing. I was assured there would be no extra charges applied but guess what ... extra charge applied between contact renewal. I then told them I would check the Broadband speed had improved (upgrade to fibre plus) and was told it might take "some time" before this changed to a faster speed !!
Im not sure what training programme these people follow but they ALL lie. Pathetic !
My advice avoid Virgin and Plusnet (not tried BT yet so that will be next).
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Bristol Plusnet  
I had broadband with plusnet for 1 year total and it has been the worst experience. I work for a broadband company myself so I am aware of what company's can and should be able to do for their customers. In the duration of a month my broadband lost internet twice and they told me I had to just wait and they would fix it which took them a full day to do this, then the same issue happened again within a matter of weeks all while I was working from home so I had to go for these days unpaid as I need the internet to work. I received no compensation for this period of time even though i asked to be refunded and as I work for a company similar to them I know fine well they should have refunded me as I work for a department that processes refunds! The advisors I spoke to we're always nice however always gave me no real conclusion to my issue always sorry nothing I can do then move on. I started my plan at £21 per month for line rental (of a home phone I never received and was still going to be charged for despite me asking the man through the phone not to have this on my plan)and for the broadband. However after not checking my bank for a while this rose sharply up to £36. I was told this was because of the retail price index which is ******** because it goes up by no more than £5 normally on a simple plan like that and then the girl on the phone told me oh you've been paying that amount the full time! She said I wasn't sold the broadband for £21 but I would have never paid that amount for broaband when i live alone and normally struggle to pay my rent and bills nevermind the speeds. I live in a village just outside of Ayr and speeds aren't fast here but it was horrific how to load a movie or youtube video of my TV i had to disconnect from the wifi on my phone so it would load. Don't go with plusnet they are scam just go with literally anyone else for your own good.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Ayr Plusnet  
The worst broadband company out there, we are overpaying for internet that doesn't work half the time and for less we could be paying for 8x the expected speeds at virgin media. **** company, ran by *****, NEVER BUY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Did not warn me about the end of contract and raised the monthly payments. When I contacted them theysaid because of the age of my contract they were not obliged to (customer service) Moved to another provider. I cancelled my direct debit and asked them how much I owed up to cancellation. They wouldnt tell me. They said I had to pay the whole month and that they would refund by cheque within 5 weeks what they owed me. They didnt of course. I gather they have been fined in the past for this type of behaviour.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Manchester Plusnet  
I thought someone leave the positive feedback on 4th sep but i very adoubt whether the real customer. I have two office to sign the contract with them and it is very headache broadband company. If you want to take more time to re-connect your internet in your office or you want to your staffs to have a good rest in office becasue no internet then plus choose this company. They will help your business be bad and support your staffs more rest. The big advantage for the broadband company is that help me to eat less and angry more which can good for loss weight. I will never use the worst broadband company in the world.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
newcastle upon tyne Plusnet  
Rubbish service, booked us in to move house, had a text confirmation that an engineer would be with us. The engineer didnt show up as plusnet just didnt bother booking one by their own admittance. Not a problem though as they can book someone to come out next week...
Another day unpaid off work and another week without internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mudeford Plusnet  
Absolutely shocking company, they pride themselves on customer service, disgusting. Didn't even get connected because issue with Openreach. However, not one person called us after an engineer came out. Three standard emails sent saying they will arrange connection soon then nothing for two weeks. We called them twice in one week for a call back, nothing. Now been on hold for one hour, no one is referring our case at all to a manager and we're just being passed around. We are now cancelling for a refund of £75. I can not believe one person has referred our case to a manager because there is obviously a huge gap in communication within this company. We will be returning to BT after taking a considerable amount of time looking through the internet to choice a new provider. Plusnet, WILL NOT do you proud!!! Never touch Plusnet.....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Plusnet  
Totally Shambolic Provider. Service has never worked properly since I signed up. Informed by Staff when I finally got through to someone to complain that the Plusnet Staff do not use the service because it is so slow and the servers are old and continually breaking down. This was exactly the problems I was having. It can take half an hour to read four E-Mails. The Broadband Speed I was promised has never been achieved and is in fact getting worse. If you store more than ten E-Mails the Server cannot cope and refuses to work properly most of the time. DO NOT SIGN UP WITH THESE COWBOYS.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Plusnet  
Have been with Plusnet since 2013 and unlike many disgruntled customers posting on here, I have had excellent speeds, very reliable and on each renewal have haggled for a deal. The main reason to stay is that I have heard of so many bad reviews of Vodafone, EE, Talk Talk and others that make me wary to change. Just read so many bad reviews of Vodafone that I don't want to even try to deal with the poor speeds and reliability. Using our Fast Fibre 2 gives us speeds of well over 35Mbs and we are on the up to 63Mb service. Use this to stream Netflix, iPlayer and other catch up services. The thought of buffering and losing this for the sake of a few quid needs to be considered.
Dislike the fact that you CANNOT contact them by email, you HAVE to phone them. In writing by email there is no 'He Said, She Said' nonsense but almost ALL companies ignore this yet in times of Covid-19 an email should be far more sensible than having to hang on waiting for ages. Ofcom as with most quangos are pretty toothless - they should insist a customer deals with whatever suits them - either phone or email. Especially when 90% of customers will use online services to research and renew / buy new services.

Would also advise you to buy your own router rather than use an ISP provided one. As they are usually provided for free, the quality can be poor. I have a TP-Link AC1200 dual band router with 2.4 and 5GHz speeds. Easy to connect and very rarely has to be reset.

Due to renew before 31st October and hopefully I can negotiate a deal less than the £31.99 a month currently being touted.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Worcester Plusnet  
I rarely add negative reviews but I felt compelled having received such poor quality broadband service from Plusnet.

Speed: Disregard speed guarantee. It’s a flat out lie. I measured the speed frequently and instead of “guaranteed” 35mbps I received 5-15mbps down (the upload speed was usually correct).

Customer Service: Their so called “excellent customer service” is a farce. To give you an example, when I called to cancel my services with Plusnet, my internet stopped working 13 days before the cancellation date. When I called to plea to have it restored, I was told in a very polite way that this would take 10 days.

Price: You don’t have to look far to find 50mbps service for about £30/month. Plusnet charged me £35/month for a very unpredictable and unreliable DSL service.

Please do your research before you sign a long contract with Plusnet.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Kingston upon Thames Plusnet  
Not fit for purpose - goes down constantly, speed and bandwidth the worst we've had. I live just outside of London, there is no good reason for your product to be this useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London 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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