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
    3.5 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 6152 customer ratings since 2018-08-17 (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.

2744 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Speed is terrible, I recently signed up for the upgraded they offered but the speed just gradually got slower not faster.
Trying to contact Plusnet is near impossible, you cannot email them, only option is online Chat or phone, for online Chat there is never anyone available at a convenient time and on the Phone you queue for hours.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
South Leicestershire Plusnet  
I’ve been with Plusnet for 10 years and I’m now at my wit’s end. This company has lost the plot. Avoid at all costs. Ineffectual CS, low staff morale, slow speeds and unreliable service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wilson Plusnet  
Why you have to avoid PlusNet with any cost!

Guys, I order broadband from Plusnet at 5/6/19 and they install it on 27/06/19, I say ok this is a normal process they are busy etc, no complaints about this delay.
Then I start using my broadband and I never reach the minimum guarantee speeds they offer since today 8/6/19, let's take the story from the beginning.
When the engineer comes and install my line, the average speed was 0.78 download with 800+ping, after one day I call the customer support and they told me that need a few days to be established, I was waiting another 5 days the same, after this and from 5/7/19 I start to call them every day(spending around 30 mins each call), I upload 3-4 speed test from BT wholesale wired with my router as they suggest me, and still do the same till today.
Some times they told me that can see the fault, others they told me that I have 7-8Mbps speed and my internet is fine, they booked 5 times until today an engineer to come and check the problem but the engineer never comes, they say it was external problem and now is solved, unfortunately still have 0.48 download speed with 800+ping.
I told them guys as you are not able to fix the problem after all these times and after spending hours to discuss about this (and I mean many hours), please cancel my contract and they say that they have to charge me or they can offer me faster broadband, as they can’t find a fault.
The funniest part is that
They delete all my previous messages with all discus we had via their website( extra time for this) and they say that they can't find any older complaints about my issue. Luckily for me, I have printed all the conversations I had with them, all the speed tests I run and show to them, and now I am looking to find all the agencies they are involved with broadband providers and make an official report about Plusnet.
So if you don’t have time to waste, find a proper provider, this company takes 0 ratings from my side.
Any suggestions about where I can report them, feel free to reply
Thank you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
Guilty of false advertising many times you simply cannot trust a word they say. Customer servcies and support are with you until you are up and running then they simply fade away for ever, not even answering the phones any more. Cheats and liars and shameless about it.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Plusnet  
I have lived in my current address for 7 years, have used 2 other Internet providers and have never had an issue before. However, I have had issues with my broadband as soon as i transferred to Plusnet. I called and was told the issues were due to the transfer and would settle within a couple of weeks.

The issue is that the router goes down and shows a red light along with a red 'b' then the blue light will come on but we are unable to connect any devices to the router for a couple of days. Then the router will randomly start working again and we will be able to connect to it.

The issues didn't settle, so i called back and was told it is a router issue, so i was sent a new router. The issues are still ongoing, so i have called multiple times and have had to change wireless channels, reset router, etc. Which has not sorted the issue. I called back today and have been told it is a router issue again, so am being sent a 3rd router in less than 3 months.

There are long waits for customer service and some staff have been awful and made no real attempt to fix this issue. One member of staff was great, but still unable to sort this issue. As long as they are getting Internet into your property they do not make any attempt to fix issues. Oh and apparently Plusnet does not guarantee that you can connect wirelessly to any devices. I have been told to buy a new router or use devices connected to the router using a cable. Which would mean phones and tablets can not get connected.

I will be making a complaint to the ombudsman and advise anyone else who has issues that are not resolved to do the same. I joined Plusnet because of the apparent awards for great service...... What a mistake!! Worst company i have dealt with for phone and Internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Plusnet  
Crap service, dodgy internet, endless hidden fees. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Plusnet  
Worst Customer service "In The World".
Took 2 days and about 5 phone calls to finaly get broadband working, it only needed 1 word in router setup changed, then was told there Maybe a fault on my line, wasn't there with all other providers before Plusnet, and they would have to send out an engineer even though a Open Reach engineer had been in my house and tested my line 2bdays before this but if was informed that if NO fault was found I would have to pay for engineer event hough it was Plusnet telling I had a fault?
After complaining I was offered chance to cancel my Plusnet contract witch I didn't but they failed to inform me that buying doing this they would cancel my phone line immediately and I would lose the home telephone number we have had for the past 26yrs.
Its 8 days later today and I'm still having to chase them up for the £215.00 line rental money I paid up front.
STAY AWAY FROM PLUSNET!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Wales Plusnet  
Very reasonable pricing and a very good steady service on fibre.IF there is a problem you can speak to a proper English speaking person who knows what they are talking about and will help!
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Maidenhead Plusnet  
Utterly awful!! WOULDN'TRECOMMEND TO ANYONE. I signed up with these lot told me it would take up to 2 weeks, 15 days later they tell me it actually takes up to 3 weeks to get connected so because of that and much more I cancelled with them and they told I would take 3-5 working days to get my refund . 5 days later no refund so I contacted just to get told some FALSE INFORMATION that it takes 5-10 working another few days later no refund so I decided to call them again and here comes the SHOCKER they can't refund me as they don't have my bank details BECAUSE (which had I not called I would not have known) ALL MY DETAILS HAVE BEEN DELETED from their system yet they still ask me for "MY DETAILS" so they can speak with me ( strange) now the only way to get my money is through cheque and that takes 20 days if not more as They are NOTORIUS LIARS!!! lies after lies it took them under 2 mins to take my money but a whole eterny to give it back and bear in mind I'm not the only who is experiencing or experienced their is a whole lot complaints about ex customers NOT GETTING THEIR REFUND BACK just cheque it out on the plusnet cancellation refund community website..
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochdale Plusnet  
I was with Plusnet about years ago I pay for fibre optics which was £14.99 a month then to be told 12 months down the line that I was paying for something I wasn't getting and was told that I would get full refund on this which should have been £179.88 but they only pay me £80 with my calculation you still owe me money I left Plusnet in August last year and went to Virgin I am now still being charged form Plusnet saying that I owe them a month's worth of internet and phone line where in reality Plusnet you owe me money I do not owe you anything I don't get how you can be a Ward winning company for the last 6 years you charge people for stuff that you do not have and your customer service people are rude and disrespectful... I really don't understand how you can be award-winning
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham 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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