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
    2.9 stars
  • Reliability
    3.2 stars

Based on 6349 customer ratings since 2018-06-19 (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.

2701 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Aboustly shocking.. signed up was get speed that they said for a whole month and then speeds was half and kept completely dropping and nothing at all after 6 open reach appointment and nothing sorted they tried saying its was my brand new laptop..I took out enough contract as they promised the speed and still could not sort the speeds lucky enough got out as off the speed promise but I agreed a rate with them off 29.99 but keep getting billed 39.99 nearly 20 months of them charged me for the best speeds bit only getting half on good day... avoid going with these and all speed checks was done with there recommend btwholesale test.. I was getting between 20-30 when was paying for 72
Tonypandy Plusnet  
Avoid at all costs they promise the earth and can't deliver. When you finally get hold of them they lie through their teeth and feed you with a pack of lies that doesn't exist in their contract. If they are not delivering they are in breach of contract and cannot charge you to move.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset Plusnet  
I was a Plusnet customer for many years, had no service issues and was happy enough. I then moved house, which began a 6 months battle with them.

The internet service in my new home only worked 50% of the time. It was a new build, so the line and socket was brand new. My equipment was exactly the same as had been working perfectly for 18 months at my old address (same router and computers etc). I am also ex-IT industry so have a fair level of knowledge when troubleshooting.

Queue a six month battle whereby Plusnet tried every way they could to blame me, my devices or BT Openreach. The Openreach guys were excellent, in total coming out 5 times in six months. They replaced every bit of the line and equipment between me and the exchange and my line is as good as it could be. Plusnet were still blaming the line.

The connection itself wasn't dropping, rather everything would just start to timeout. This was completely random and could occur any time of day or night, for minutes or hours.

Plusnet were completely uninterested in doing any troubleshooting beyond a line test, which didn't show the problem.

My own tests using speedofme, tracert/ping, networx and wireshark all showed that the problem occurred as soon as the traffic entered the plusnet backbone.

Plusnet completely ignored every bit of diagnosis I sent them and blatantly couldn't be bothered to investigate, despite being assured several times the matter would be "escalated". All I got was someone running the same old test on my line once a week and getting told everything was fine.

I then was blatantly lied to and fobbed off by a second line engineer who told me that ping/tracert tests to google, bbc, facebook etc should be timing out due to their firewalls. I can see how a lot of people would accept this, but for someone who is cisco qualified this blatant ******** absolutely infuriated me beyond words. It is absolutely appalling. I directly complained about this and Plusnet completely ignored me, despite the engineer being named and what he said to me recorded.

Plusnet also messed up my billing as my package was slightly different, leading to them overcharging me for six months. their solution to this was that I had to ring up every month and ask for a refund.

I have now happily moved to Zen and my service is solid, reliable and fantastic. Plusnet - you have lost someone who recommended customers to you and I will now actively recommend against you. You have already lost 3 further customers due to this and will lose quite a few more. You are an utter disgrace.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North East Plusnet  
Poor internet service, and rude customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
Avoid at all cost. Read there terms & conditions ie section 4.. they do not guarantee there equipment to work and do not guarantee a WiFi signal.
This is what has been quoted to me from there horrible customer service, they only guarantee the line to the router but not the output.

Have had months of no service due to drop outs, WiFi cuts out to less than old dial up, and I’m on fibre 70mbs received 16mbs up & 18 mbs down on a good day.

Now face cancelling them and there criminal threats to charge over £200 pounds to cancel contract.

Plain to see this is a scam company who make money for providing nothing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Midlands Plusnet  
Plusnet are a TERRIBLE company. They charged me for a service I have not received and then lie and use technicality’s to justify them taking money from me.
They also took a payment from my acount when they had told me that my acount had been cancelled due to them not being able to provide me internet (after taking my money) DO NOT USE THIS COMPANY
  • Satisfaction
    1 star
Hayward’s heath Plusnet  
Extremely dissenting with their service and customer care. Took over two months for us to get the wifi up and running. On the first visit the engineer wasn’t able to get the connection set up and stated that he can only access virgin network but cannot find vodafone, therefore, we had agreed we will get someone to run another cable. My boyfriend called the company a week later to schedule another engineer visit and they gave him a slot following Tuesday. When we called on Monday to confirm the times they didn’t have any record of the phone call even though we had a screenshot of this phone call. They were not able to give us another slot until the following week. I have raised a complaint regarding a charge for the second engineer appointment who claimed he was not able to get into the property - even though he was there and was unable to get the network set up as well as complaint about them wasting our time and giving us an appointment they never scheduled in. Refused the complaint and keep stating engineer wasn’t there on the first visit and that my boyfriend never scheduled the second appointment in. Would not recommend to anyone, terrible customer service, a lot of time spent on the phone arguing.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Plusnet  
I have been with PlusNet for a long time and, until recently, have been generally satisfied with it. However over the past month or so the connection has been dropping out and leaving me with no service. The last few days have been horrendous and now I have no confidence whatsoever that it will be up when I need it....Ebay for example. I will give it a few more days but reliability is important and right now it is nothing but.
  • Satisfaction
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bristol Plusnet  
I've been on the unlimited estimated 1 - 3Mb since Jan 2019, and the speed was acceptable outside evenings (never even bothered measuring it). Into May and the connection started dropping, measured speed shows 0.3-0.5 Mbs in the morning when everyone is in bed.
  • Satisfaction
    2 stars
  • Customer Service
    5 stars
  • Speed
    1 star
  • Reliability
    3 stars
cardiff Plusnet  
The worst company!! Have waited 10 days for them to provide a date to install a phone line each time I’ve chased them for a date they’ve said they’ll provide me with one the next day. Ended up cancelling my order with no apology from customer service just that it’s not their fault.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge 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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