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 5486 customer ratings since 2019-10-22 (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.

3194 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
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  
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  
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  
Absolutely terrible,we had ordinary broadband before and occasionally it dropped signal so we went too fibre through plusnet, BIGGEST MISTAKE OF OUR LIVES. We was with new call Telecom before plusnet and thought they "WOULD DO US PROUD" absolutely rubbish, poor customer service,poor broadband,poor telephone signal,they even forced us too buy new telephones be sure they said they were causing the problem with everything. £90 later still the same. I regret signing too plusnet, can't wait for contract to end. Garbage,the whole package,just garbage.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gillingham Plusnet  
The broadband speed is variable but generally okay. However it crashes repeatedly and despite numerous attempts to sort the problem persists. Getting hold of @Customer Services' at Plusnet is a joke. They refer you to online chat (which no longer works), otherwise set aside a couple of hours to get to speak to someone. It took them three weeks to advance my last fault complaint.
There must be better suppliers in the market!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Derby Plusnet  
Just signed up with plus net and extremely disappointed with service. speed is next to none. customer service is poor, taking 15-20 min to answer and then not understanding problem and not offering solution. i have wasted all my day chasing things up and now they are asking me to do certain tricks with router. Annoyingly , they also asked me to connect directly to router if i want to get better speed. In this day and age, who would sit next to router ( which is wireless for a reason) to get proper speed!
please avoid plus net at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackburn Plusnet  
On joining prices very good, customer service excellent, but after two years of loyalty, prices three-fold, customer service fair, and recent speed a tenth of those promised.
Still better than BT!
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Wembley Greater London Plusnet  
Customer service so so so slow, painful. Helpful when you actually get through. Not always skilled to solve the problem so sometimes you have to ring again.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
Wiltshire Plusnet  
DO NOT touch them with a barge pole ! You will be wittling spoons forever.
From initial contact, received the router in two days. After that all downhill, never actually used their broadband and went back to my reliable TalkTalk service where issues get resolved straight away and don't get logged and never answered for days on end !
  • Customer Service
    2 stars
Belper Plusnet  
I have been without phone for at least two weeks. The broadband drops frequently and when I reported this to Plusnet, the best response I got was to phone them! It's not the first time my phone has been out of order for at least two weeks at a time, it's usually at fault in the cabling, but it's still up to Plusnet to get it dealt with. I have been a customer of Plusnet for many years and this is the first time I've felt strongly about their service to want to leave.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Ayrshire Plusnet  
Have been a victim of PlusNet customer "service". Waiting on the phone for up to 40 minutes before being disconnected on more than one occasion. Truly terrible customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Manchester Plusnet  
Have been with Plusnet for 6 years now and have just moved house and not taken them with me. Every time I need to call them, I am told its at least 15 minute wait. I queried this on a number of occasions and the response was "There is a new call centre being organised that will help". I think they need about 30 calls centres as its a right pain to get through to them when you need help. eBay are quicker to get through to and that's saying something. I have absolutely no idea how they manage to rate highly on customer services but getting through to them has to be a zero star to 1 star. Over the years my fibre speed has degraded as well. Connection seems stable.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Cheshire Plusnet  
No stars from me. 1 month in and already regretting joining plus net should have read the reviews. Can't wait till 11 months is over so I can dump this rubbish company. My advice stay CLEAR .
Ilford Plusnet  
Do not believe the marketing hype, they have rubbish customer service and mid term price rises.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Reading Plusnet  
Noooooooo don't do it. This company is useless. We got connected 11 days ago. I'm looking for a way out already . Super slow. Terrible customer service. It's all lies and deception. The cooling of period is from the day you sign not the day of Installation they told me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Arnold Plusnet  
Poor customer service skills it’s took 4 days if
Me chasing them for money they took out of my account which wasn’t due to get
Them to put it back in the excuses they come up with and the attitude in the phone was crap!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fleetwood Plusnet  
I started with plusnet phone and internet five years ago and was very impressed with the fast responses to phone enquiries to helpline, can do attitude and prices...sadly things have changed A LOT!
I just moved house and have had to deal with the helplines again and it is just appalling I have been trying desperately to get the new phone line and internet installed, one call after another waiting 30 mins to 50 mins in a que with the music driving me nuts only to get cut off or to be transfered around and around because they do not seem able to understand what is wrong and who can sort it all out.
On three occasions now I have been promised that my internet will go live on a certain day only to find it is not even ordered let alone likely to go live, this is causing chaos for my family, business and after just having moved home it is a really bad time to be without interenet generally.
At this time I have again been promised that my internet will go live next in a weeks time...a whole extra week away! when I was first told it could begin just 24 hours from order. The original order went in two weeks ago!
I have no confidence what so ever that the deal discussed and agreed for my contract will be forthcoming because this on off on off stuff may well mean that 'deal' has vanished as when I mention this they get very vague and sound confused!!
I actually feel very sorry for the people working there they must spend their days listening to people going nuts in frustration.
Plusnet what on earth went wrong !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
south yorkshire Plusnet  
customer care is nonsense. have to wait for 45 min to get hold of anything and then they will say to talk to another department so more waiting.. have fun with plusnet as a customer
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Broxburn Plusnet  
Pricey after the initial contract and terrible customer service.

Originally I had Broadband and Phone for £19.99 a month. Over time the cost has crept up now to over £33 per month for the same product! Plusnet hide the prices rises by separating out the products after your initial contract - BB - £9.99 per month, Phone Features (free calls) - £7.00 per month, then Line Rental Saver - £16.45 per month - Total £33.44 from an initial £19.99 for the same product.

Also, customer service sucks. They're polite but when it comes down to eg a router issue, after 1 year, the router is "out of Warranty" meaning you have to buy a new one if it goes wrong. No free replacement. Have to ask just what am I paying £33 per month for? I can pay for a service I can't use because the provided equipment has gone wrong?

Also had a lot of reliability issues albeit it's been good for a while now.
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Sheffield Plusnet  
If you have the time to call their help line you could find yourself in a queue up to 1 hour before you can even speak to someone
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
otford sevenoaks Plusnet  
I started to join Plusnet on the 22/10/18 on the 5/11/18 they took £23.99 i left it to a couple of weeks but nothing was happening I emailed and received no reply I posted 2 messages and was meant to get a reply within 14 hours, you guessed it no reply I rang at least a dozen times and was in a queue for 1 hour. In the end I rang my current provider and was told Plusnet had not contacted them to say I was leaving, this was now 25/11/18 finally on the 26/11/18 I contacted my bank and they refunded my money. Beware Plusnet customer service is very very poor so glad I didn't go with them in the end.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Durham Plusnet  
i am happy with plusnet service
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Shotts Plusnet  
crap!! had no phone for weeks couldnt call or email, want 50 pound to leave
never again they need to change the advert as a load of tosh
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
essex Plusnet  
Although our broadband speed could be higher we still like the reliability and customer service of Plusnet.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    5 stars
West Sussex 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  
had no phone line for weeks i had a mild heart attack and couldnt use the phone for an ambulance internet slow wifi rubbish luckily a carer came around and made the phone call stopped the d debits going to vodaphone on the 29th theyll get no more from me
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
herts Plusnet  
Disaster from start to finish. Automatic order processing didn't process the order. When chased to find out what was happening (very long wait on all call times), was advised that order hadn't been placed but could be done manually after another two week wait. On appointed day when nothing happened and engineer hadn't turned up- another series of hanging on the phone chasing. This time advised order had been rejected - but notification to me. As a result lost my existing line and broadband. Sky subsequently resurrected my line and broadband for me. Wouldn't recommend Plusnet to my worst enemy
  • Satisfaction
    1 star
  • Customer Service
    1 star
Southampton Plusnet  
Worst broadband I've ever had, not worth the lower cost. It cuts off randomly at times, slows down regularly Please don't go with this company it's aids.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
southport Plusnet  
they took over my phone lines but because 'their supplier was late transfering the account' I got to pay an full month to the old company, as well as a month less 5 days to plusnet, when I complained it took 1 hour and forty one minutes on their chat line before the words above were admitted but there was nothing I could as they were not allowed to give me the suppliers details.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
warwick Plusnet  
AVOID PLUSNET, THEY DON'T CARE TWO HOOTS ABOUT YOU.

I used to get 9 meg with Sky. Swapped to plusnet a year ago and this dropped immediately to 7 meg (at best).
Recently had a line fault and lost everything. Openreach quickly fixed the problem at the box at the end of the road.
Since then my max speed has been 4 meg. Plusnet will make no attempt to get me back to 7 meg because it still meets the new ofcom minimum requirement of 3.5 meg.
Beware of the minimum guaranteed speeds when you sign up because that is what you may end up with for the whole contract period. The speeds splashed all over the adverts are no guarantee that you will get anything like this. The minimum speeds are buried in the small print.

36 meg fibre broadband !!!!! You might end up with 10 meg from one provider I noticed. These advertised speeds need to be changed to minimum guaranteed speeds.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
I have been with Plusnet since I cancelled with Talk Talk (Rubish ), great service, Yorkshire based company who usually look after their costumers. My contract is up for renewal, but on looking at the speeds offered my upload speed will go down from 10mg to up to 2mg unless I upgrade which will cost me more.I' looking round now for a better deal, but not many good compliments for other providers !
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Barnsley Plusnet  
The big problem with Plusnet is that they are so difficult to contact. They couldn't be more awkward if they tried.

We have had a fault on the phone line occurring for the second tome in two weeks. They expect you to telephone them; How when the phone isn't working!! I got onto the chat line where they just couldn't care less. They said they couldn't do anything, which means they weren't going to try. They said I had to ring. I managed to get a mobile to call but their call centre is hopeless on a mobile. Pressing the button as instructed just cut me off and I tried several times. I had asked the chat line for an email address of the Complaints Manager but was told that you have to write in. For a company selling modern technology, including email, it is ridiculous to hide behind the postal service. I want action now not the week after next.
I'll just be glad when the contract is finished then goodbye and Plusnet.
How can their customer service be “award winning”?
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Wakefield Plusnet  
First class moved from Sky only £23.99 pm and £50 reward free
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Blackpool 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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