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 5835 customer ratings since 2018-12-11 (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.

2859 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
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  
Terrible experience. Cut off our existing broadband earlier than we asked. Took over 3 weeks to set up our new broadband, after 3 weeks they still failed to! So we asked for a refund, which they agreed to. But haven’t received said refund and are having to contact them almost daily to try to get this done! So overall very frustrating and very much looking forward to the day that we get our refund and don’t have to spend ages on hold on the phone to them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrow Plusnet  
Not helpful, said internet will come on a certain day however it is now a day later and they still have failed to put on the internet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Had an intermittent fault with my service, booked an engineers visit which Plusnet automatically cancelled. Eventually got an engineer to attend, the service was then out for a while week with a further two visits. I spent 5+ hours on the phone, the agents don't have a clue and there is no consistency in handling calls. In the end Plusnet agreed that they would wave the contract cancellation fees. I think they'd given up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Reading Plusnet  
Joined in March 2019 plusnet have not taken any direct debits since. Customer Service they have trouble with their systems, recent bill was gibberish. Was advised to cancel direct debit until sorted but am getting threatening emails and texts for non payment! Am switching tomorrow - advise people to look elsewhere rather than plusnet - I'm not the only one to have this problem - can't even connect to their website now, get, 'failing- billing' message!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lytham St Annes, Lancs. Plusnet  
Recently signed up to Plusnet, was told broadband would go live on the 2nd of November, I called them and was told 3 different things, then called John Lewis Broadband who told me to use PLUSNET router until 15th, phone line should switch over then, DO NOT USE PLUSNET!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
New Galloway Plusnet  
12 months on - speeds lower than last provider, reasonably stable. Renew prices very misleading. took 3 calls with 20 mins wait on last 2 to find out actual renewal price. Renewal price higher than deals for new customers and 66% dearer than same speed for new customer with post office and quidco cash back !
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Lincoln Plusnet  
My broadband Is terrible. I have never seen anything so atrocious before in my life. I am seriously thinking of changing to a different broadband service. Act soon!
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    1 star
Lewisham Plusnet  
After signing up to Plusnet with the incentive of a £60 voucher, we were late noticed to the terms and conditions which says you need to activate it yourself and if this isn't done within 3 months, you don't get anything. This wasn't clear from the onset, and then Plusnet wouldn't even give us anything for it and just said well that's the terms and conditions. The internet is ok, but not the best. We feel fooled into going with this company and are not satisfied at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Plusnet  
Three weeks of faults two days off work for engineer visits and no further forward, worst provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burghfield Common Plusnet  
This is poor I have never had broadband so slow, I could walk to the exchange faster than this works. I have had O2
, Sky & post office broadband all faster than this setup. If it does not improve I will be going back to the post office
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Huddersfield Plusnet  
Been with Plusnet since 28th Jan 2019. The switch-over was seamless and the broadband speeds very good, but from fairly early on we started to experience loss of internet connectivity. I've worked in IT for the past 20 odd years so I ensured I first ruled out my internal infrastructure as the cause of the issue and ran version tests. The results of my testing showed that broadband connectivity and throughput was stable, but all devices (wired and wireless) on the LAN were failing DNS resolution - IP connectivity worked without issue, and the only way to restore DNS was to reboot the Plusnet router - which is the DNS proxy for the LAN.

The issue was originally raised with Plusnet support around 5 months ago, at which point I sent them the results (traceroute, nslookup) of my testing; a number of weeks past with no response from Plusnet support, I phoned to chase progress and ended up having to explain the whole situation again as it turned out my original report was not logged.

The DNS issue is now happening on a daily basis, requiring a Plusnet router reboot each time. Plusnet sent me a new router - exactly the same issue after new router installed.

Plusnet support are now claiming they need to send out a broadband engineer which may incur a £65 charge, but they are unable to explain why or what the broadband engineer is going to actually test relating to DNS - broadband connectivity is not the issue, they can see that from their own GRE Test.

Every time I speak to Plusnet Support it is obvious that their support staff do not understand basic network connectivity and testing, and there appears to be no networking team they can escalate to.

The issue continues.....
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Haslemere Plusnet  
Very poor I can’t even watch hd channels without pixelating and unable to watch fire stick programmes
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
CF363SN Plusnet  
Avoid plusnet at all costs there fibre is useless. Down load speed should be 38mb but lucky if get 24mb on a good day
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
morley Plusnet  
Worst broadband I have ever had. Could not get online in my bedroom, router would periodically just keep kicking me off and very slow. Icing on the cake was when I gave 30 days notice and they disconnected my home phone and broadband immediately. Problems with mobile service as well. Complaint Manager on broadband side very helpful, apologetic and professional - I could not fault her. Complaint Manager on mobile side not very helpful and not all apologetic.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Plusnet  
After canceling one of my business phone lines/ADSL for slow speed that they could not sort 1/4MB up and 4MB down. They said there would be no charge for the cancellation as i have been a customer for 20 years and still have lines with them. I have also had this confirmed in there on line chat and email after many hours on the phone and emails, As they had sent request for the payments. But 2 days ago i get a letter from Plus net that they have passed my debt on to a collection agency and adding 25% to £58.79
I have had problem with them over the years but have sorted quite well. The customer service team now seem incompetent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Fernilee Plusnet  
Ping variations, slow upload & download speeds, cut outs, a router that can barely reach 1 room away... you name it.
Plus net should be liable for false advertising because not only is the service disgustingly bad but the customer service is one of the worst out there.

I feel for the poor internet engineers that plus net send to us because they’re convinced it’s a line fault. Every engineer says it’s fine, “it’s plus net that’s the issue” and plus net customer service just run around in circles. This is the least reliable internet service out there.

Months of issues and ringing plus net constantly lead us to this conversation:
C: “I’m sick of having to ring you constantly”,
PN: “Well I can see you’ve used over 500GB this month”,
C: “I pay for unlimited download...”
PN: “yes”
Plus net ran out of excuses so flipped to blaming me for using the service I pay for, my job is in technology.

I could honestly write an essay longer than my Master’s thesis in how wrong and bad plus net are. DO NOT USE THEM
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
Plusnet give me terrible broadband speeds, but their customer service is ok, they help me, ONLY BY PUTTING ME ON HOLD FOR ABOUT 3 ******* HOURS, I will be changing isps as well, don't go with Plusnet or John Lewis Broadband who also use Plusnet.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
New Galloway Plusnet  
I'm now into my 6th year with Plusnet and am now running out of patience with them. Renewing is always a big hassle. Every year they mess up my renewal. I have to negotiate to get a decent deal and then they get some part of it wrong, overcharge me, and I have to wait months for them to rectify their mistakes. They did the same this year and after I thought the first error had been sorted I now find that they have not included mobile call in my package as I have been charged for these calls. The emails they send are as clear as mud and there are invariably long delays if you phone.
Next renewal I am DEFINITELY shopping around!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Cheshire Plusnet  
Absolutely useless. I placed a homemove on the 30Sept. They checked the new line and said all ok. I should have broadband in my new home on Fri 11 Oct. It didn't happen. What with moving house etc I was unable to chase until Mon 14th when they said the house no. was not assigned to the order so the automatic provisioning didn't kick in. Agent said they had sorted this now and I would be enabled on the 18th. I then saw a mail saying I would get a call for an engineer visit. So I rang up on the 17th and the agent had to place a new order. Turns out nothing had gone through the system from my call on the 14th. So now I am told I will get broadband enabled on the 31st of Nov. This is absolutely rubbish, if I had known this delay at the outset I would have moved to a new provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
cheltenham Plusnet  
Broadband speeds have sunk down to unworkable. In the speed test today it was 0.3 for download and 0.1 for upload. Websites time out before fully loading and it reminds me of the days of the acoustic coupler when it was a miracle to get onto the internet and you didn’t mind going away to make a cup of tea while things loaded up. Now only use tethering from my mobile phone to get online. I am about to cancel service (What service?)
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Reliability
    1 star
East Devon Plusnet  
Absolute garbage. I switched from Talktalk who are also garbage to Plusnet and my god, I have only been with Plusnet for 3 days and it is the worst internet I have ever had. It lags throughout the entire day. Gaming is terrible for it. Even when I'm on my phone, it lags and is slow as hell. I am cancelling and going elsewhere. Please do NOT go with this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
I am utterly appalled with Plusnet. I have been a loyal customer of Plusnet for over 6 years. I use the Plusnet line rental saver which I thought was saving me money. But recently having signed up to the line rental saver again, I find out that I am paying well over the odds for my fibre broadband and Plusnet only give new customers a good deal.
I contacted Plusnet and was told that they can only reduce my bill by £5 per month, despite me still then paying more than new customers do and not being offered the £70 cash back that new customers get.
I was also told, when I expressed how unhappy I am about this, that it is the industry standard and that all companies do this. What the hell? So basically this despicable greedy company who over charge LOYAL customers badly needs REGULATING!!! The blasé attitude of the customer service representative shocked me, they do not give a single damn about their customers. Loyalty would NOT be recognised if it slapped them in the face. So I almost signed up to an 18 month contract, but thought hell NO! Why save myself a measly bit of money, when in a few months I can leave and go with another provider? So I asked the representative to NOT go ahead with this new rubbish deal.
He did also try to sell me a mobile deal in the first few minutes, also tried to sign me up to a 2 year contract, despite me not being happy with the abysmal deal he offered. So a new customer gets a great deal on an 18 month contract with £70 cash back. I would pay the same, plus pay line rental and not receive cash back! The day this company goes bust will be a happy day, horrid they are. Customer service is pretty useless unless you want to sign up to a new deal, terrible long wait times on the phone, live chat non existent! It just tells you to ring them??? I mean this is Plusnet, the owners of phrases such as “We'll do you proud” “Great customer service with UK call centres” What they don't say is they are bottom for customer service, customer service representatives don't speak good English, despite being English! They leave you waiting 30 to 40 minutes at peak times. Tiny call centres understaffed. Poor communication skills, inability to understand why a customer of 6 years is upset with being over-charged!
I am so disgusted, I cannot wait to leave this awful company and never ever give my business to them, or BT ever again!
Just look at the appalling customer service replies at the end of each persons post! Cut and paste standardised drivel. They make you think they would help, it is a joke. You cannot hide from what you are, utterly greedy, uncaring and a disrespectful company.
Now here is the bigger problem, I have an email to say my new contract is set up, but despite me saying I do NOT want to take this new contract, I have received no email to say it has been cancelled! I have your representative on tape!!! It is going to Watchdog, should you sign me up to a contract after me saying I do NOT want it, I will also be taking this to the Ombudsman.
I loathe you Plusnet, absolutely loathe you. Your attitude to what is an industry standard is to be spat on, you are just as gross as the rest then right? A round of applause for being greedy, disloyal and lousy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lancashire Plusnet  
Never experienced a complete lack of ability. Dreadful “fibre”. Can’t even get access to my bills as PlusNet took my email address down wrong. After 2 hours of speaking to various people (and them all taking some assured sense of ability in telling me the issues with THEM having taken the completely wrong email address) I gave up. DO NOT use Plus Net as your provider. They will not do you Proud.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Plusnet  
Avoid plusnet at all costs there fibre is useless it's like being on dial up constant phone calls to them about speeds and you get nowhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Highlands Plusnet  
Shocking broadband slow after 12 month contract total RIP off never ever will I use this useless company again
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Leeds Plusnet  
Shocking service not recovering bills for over 3 month after upgrade then demanding over £100 that day. This has happend twice then they just randomly closed. Y account without notice will definitely not be recommending or consider using again. Avoid
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
MARYPORT Plusnet  
Worst internet provider I have ever had, communication is none existent, customer service is poor at best. The internet speed is like being in the 90’s!
And when the bill fails to go out due to payday being just a few days away! Within minutes The internet is cut off and Services restricted. Hence why I am having to use my noble date to make this review.
Don’t waste you time or money!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Accrington Plusnet  
Terrible ! I have been with plusnet twice over recent years and each time I have regretted being sucked in by their promotions. From trying to be charged for unnecessary visits to my house (that I requested should not take place), poor customer service and lengthy delays getting refunds back from them. I will not be using them ever again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
Watch out for trick terms on Line Rental Saver.

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

To make things worse, upon leaving they tried to bill me for 24 days of service past my exit date, and when I asked for an accurate invoice I was told they're incapable of generating one in less than 21 days. I therefore asked that the incorrect bill be declared null and void until such time that they could generate an accurate bill, but I was told this was not possible; therefore PlusNet's conclusion to their inability to generate accurate bills in a timely manner is to place the burden on customers to give PlusNet money that they are not owed in the hope PlusNet one day return it to you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
South Yorkshire Plusnet  
Difficult not to believe that the BT engineers have instructions to treat plusnet customers as second class citizens. Awful service when something goes wrong. Incoherent communication. Just lousy all round. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Plusnet  
Plusnet were very slow in switching to them. Took them 5 weeks to switch over service from previous ISP. Plusnet One hub worked fine for a week then started dropping devices. They would all say connected but you could not get online. The only workaround was to reboot which eventually would connect again only to disconnect later that same day. This problem persisted around a week before things started to settle down and touch wood been OK since. However, I noted the problem appeared to be whenever devices tried to connect to the 5GHZ, devices on 2.4GHZ were ok. Looking for advice on the net, it became apparent that this issue is quite common with the Plusnet One hub and numerous discussions can be found. It would be good to use 5GHZ as when I could the speed was much faster. Turning to the line speed, the speed is running at around 4 to 5mb download slower than previous ISP and around 3mb upload slower. (Street cabinet only being 4 houses from me and the exchange being 0.7 miles away). That said its more than adequate to stream iplayer and the like. Plusnet are competitive on price
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Horncastle Plusnet  
Beyond terrible customer service. Avoid at all costs. Would give zero stars if it was possible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
In the beginning the broadband speed was ok, 2-3mb/s less then my previous provider. With time however, after a month or 2 it dropped to approx 4mb/s, 25% of the initial speed. It is not stable, and frequently cuts me off. Youtube and Netflix have buffering problems and streamed movies pause all the time. Customer service is like talking to the wall.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
liverpool Plusnet  
Still no broadband despite getting emails saying its now active. Two week after my go live date. Now told its another 5 days before it goes live. Been lied to by the support staff who tell you they will ring back but never do. Wont discuss compensation and they have not joined the automatic compensation scheme so I will have to fight for it. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Battle, East Sussex Plusnet  
I switched to Plusnet 3 months ago and it took them around 2 weeks to sort out all the problems, so I could finally had a slower internet. Then I moved my house, and I have been waiting for almost 1 month now for Plusnet to sort out the internet at my new home, last thing they said today was the day that it would be fixed, and now they say "there's a centralised problem with the telephone exchange". I don't believe one single thing they say, don't recommend them. My plan is now to switch to my ex internet service provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Bridgwater Plusnet  
Took out new contract with plus net in July, believing we had a fixed contract,within a couple of weeks they advised that BT sport was being increased by £5 per month and today advised that our call plan was going to be increased by £1 per month.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Staines Plusnet  
Broadband speeds never over 4.8 mbps
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    3 stars
North Wingfield Plusnet  

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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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