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 5390 customer ratings since 2019-12-05 (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.

3226 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
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  
We changed to Plusnet on 20.8.20. We still have no home phone 9 days later. Customer service are not interested, despite us being vulnerable customers. They keep asking us to phone them about having no phone line! We paid in advance for our broadband and phone service. The broadband is slow and Intermittent. Needless to say Plusnet have not signed up to Ofcom automatic compensation scheme.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wiltshire Plusnet  
Stops you from torrenting

Stop you from torrenting. Just at the end of 1st month when they thought they were safe and hooked me into contract, they sent me a warning for downloading. First time that it has ever happened to me with any provider.
No customer service. Have to phone at 8am in morning or there is no chance of getting through. Promised 40mb download and I only received half that at 20mb. Be warned the worst of the worst by far. Vodaphone, Talk Talk, Virgin even better than this rip off. Suppose it doesn't matter if they give you half the speed they promise, cause your not allowed to use the connection for anything more than opening up a web page and viewing a youtube channel anyway.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
edinburgh Plusnet  
For what we need the speed is fine. Recently we've had some problems and the customer service has been appalling. The technical support people were polite but useless and the engineer never came.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Oxford Plusnet  
utterly rubbish customer service - will start billing you straight away and then take 2 weeks to activate your line.

uk call centre maybe but good luck in speacking to someone to get action

avoid like the proverbial plague if you want to retain your sanity
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
worcester Plusnet  
Appalling customer service. Every time I called them it took over an hour to speak to someone. No help in the most part. They said they would sign up for the automated compensation scheme but didn't join after all. Must have decided that it would cheaper just to rip their customers off. Don't use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Fife Plusnet  
Just contacted Plus net regarding cancellation of my account due to pending move 11 Sept, both customer service reps both hell bent on informing me that it will cost £130 to close the account albeit I retained there services and signed up for a new contract. Surely they should only charge an administration fee and help retain customers, do not use them they are faceless and do not give a damn about any situation you are facing albeit I cannot share the reason why we are having to move but please please think twice before using Plusnet ............ ashamed that they can charge to old persons fees of this level.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
normanton Plusnet  
Attrocious. Been with plusnet over 10 years along with over 20 accounts for tenants. Just had my account wrongly closed by accident. Can't get it reopened over 500 people trying to email me and can't. Nearly an hour on phone before I could speak to someone. Passed from pillar to post, lied to, incorrect information given. Guys, with the amount of accounts I have I know how it works better than you do. 10 years ago one of your agents suggested I have an account not linked to a phone number as I moved a lot. Now I cancel a phone line and my account stopped dead, no email (don't lie, you never sent once) no way to get account back. Don't want to take out an account with phone line, I've already got a phone line thanks. Disinterested ignorant staff. Now I'm cancelling the remainder of my plusnet accounts, going with community fibre. Thats £400 a month you are losing. Glad you can afford it. We can put a man on the moon but not reactivate a deleted account.
  • Reliability
    2 stars
  • Speed
    2 stars
  • Customer Service
    1 star
  • Satisfaction
    1 star
Norfolk Plusnet  
Absolutely appalling! Terrible signal so I can only get wifi in 1 room in my house. Cannot connect more than 1 device at a time before it has a complete meltdown. Customer service disgusting! When I notify them of this they say because I do have some form of internet they have fulfilled their part of the contract apparently. DON'T EVER USE!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I urge all Plusnet customers to always check their statements to make sure they are not being over charged. Also when leaving Plusnet, if you are not in a contract, make sure they do not charge you an early cancellation fee.
After being a loyal customer of Plusnet for seven years, we found that we had been over charged for the last seven months before changing providers and charged an early termination fee, despite NOT being in a contract. We were charged £102.10 termination fee and over charged £149.47. In total £251.57. Not a small amount of money for some!
The reason for this horrid overcharge was because we decided to ring Plusnet in October 2019 to see if they could give us a better deal. We were going to sign up to an 18 month contract, saving us £6 per month, but at the last minute on the phone we decided against it. This was because they offer far better deals for new customers, which feels wrong as we had been a loyal customer for many years.
So on this call (which was recorded) we asked that the new contract which we almost signed up for was cancelled/deleted, as we did not want it. The customer service representative said he would cancel it on the phone, but he did not. In fact we were then charged a ridiculous high monthly fee for the same broadband phone deal, plus we were paying the monthly line rental saver. We were being charged twice for line rental and a one off charge of £18.99 in Oct 2019 for goodness knows what?
After many months, speaking to many different people at Plusnet, all promising to sort it out, we got this money back. But it took numerous phone calls, the threat of going to the ombudsman, the threat of using the recorded conversations. It was a horrible ordeal.
When speaking to any company (Record the conversation and make sure they know you are recording it for your own records). Check statements and always make sure there aren't any sneaky charges thrown in.
This money was NOT easy to get back, I doubt we were the only ones struggling to deal with this company, I would imagine others are going through similar.
They conveniently lost the phone conversation which proves we did not sign up to the deal they charged us an early termination fee for. Although we offered to send our recording to them, they said people are not supposed to record conversations without their knowledge. Convenient!
So now YOU have the knowledge, record them! Tell them you are recording them and cover yourself, as they will not cover you, only themselves.
I find the customer service at Plusnet is now tragic and barely worth a damn. Not a patch on what it was years ago. They are not a company we would ever touch again, a horrid experience.
But we are thankful to the last person who did finally deal with our issue and make sure we were refunded. One good egg in a packet of rotten ones.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Lancashire Plusnet  
Don't think about using Plusnet. Apparently writing to them to tell them that you are not renewing your contract from a particular date is not the same as telling them you are cancelling. If you do not use the actual word CANCEL then they will continue to Bill you even if you have changed providers. I have been overcharged now for months. They will tell you that you have 2 lines into your home when you only have one because your new provider have you a new phone number. PLEASE Do not use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
alloa Plusnet  
Can’t even provide 15mbps When is supposed to be 70!!
WiFi cuts out by the hour
Some MacBooks won’t even connect and I’ve tried everything
Customer service is a joke
Absolute trash
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall 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  
AWFUL COMPANY! Had the 18 month £18.99 internet package for a shoddy 2mbps along with a £60 installation charge and the internet would constantly drop. Totally unusable. I Contacted Plusnet several times who would offer an engineer to come out and also sent out a new router, and then suddenly the problem was resolved without an engineer. Then it dropped out again and again and again and again. After 17 months with plusnet I decided enough was enough and decided to come out of the contract early for a better provider.. suddenly the cancellation got them moving and they offered to upgrade me free of charge.... TOO LATE IM AFRAID. Don’t waste your time with these crooks! They also told me there was no cancellation fee on the phone, and then billed me an extra £5.60 for cancellation!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wigan Plusnet  
I ignored all the one star reviews and went ahead and signed-up...wrong...!! I had cold feet and tried to cancel but then realised it's impossible to communicate with plusnet. You'll never get through on the phones they do not receive emails, there 'live chat is with a computer and cleverly avoids the topic of cancelling and closes automatically before you finish. My 14 day cooling period is nearly up and I still haven't been able to communicate yet. Hence no star for broadband speed or reliability because not even connected yet and I'm furious. The one star reviews are for a reason, ignore them at your peril ...!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Stamford Plusnet  
customer service is terrible they do not care about their customers once you have signed up
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
liphook Plusnet  
worse customer service very rude, no help, very poor quality service may be cheaper but iys not worth it keep away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sidcup Plusnet  
Currently getting speeds of less than 1MB, bills messed up for last 2 months, no customer service of any kind available for several days now!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport Plusnet  
Would definitely recommend..Everyone I speak to is really helpful and gets the issue sorted. Keep Up the good work
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Staffordshire Plusnet  
I'm reviewing on behalf of a service user that I support. He had an engineer booked only to find on the day, when they didn't turn up, that there had in fact been a mistake and no booking was in place. He recieved no communication about this. Bearing in mind they had already charged for the engineer and 1 months usage. Both him and I, on several occasions have tried to call Plusnet and either been on hold a ridiculous amount of time (1 hour+) and still not gotten through, or couldn't get our questions answered or the line just went dead. Frustrating isn't the word. My client has now had to go elsewhere and is £70+ out of pocket. Trying to get through the complaints procedure is an absolute nightmare so I don't hold out much hope that he will get a refund. Would absolutely never recommend. Poor service, if you can get through to anyone and poor communication from the start. I support vulnerable clients and the whole experience has caused him nothing but frustration.
Leeds Plusnet  
totally dissatisfied.promised that the connection would start on certain day -no connection since past 2 weeks - upon calling no luck as long wait so given up few times - eventually being told problem on the line etc etc. Router promoised too but no sign of router evern after 14days been chasing and yet again long wait - frustrating - called up again and being told that the first person did not send - so if i did not call i would have still waited for the router. finally arrived and upon connecting the router no broadband connection - yet again called them - being transfered from one person to other (also had emailed several times) - todate no broadband - nearly a month now - cannot work from home - so very disappointed.asked them to cancel my contract - but being told have to pay as 14 days passed - so cannot afford to pay so much.
nw2 Plusnet  
Joined over a month ago and I’ve still got no internet in my place, they just pass the book all the time coming up with different stories as to why it’s not Working. I have called them around 6 times and spent about 5 hours on hold,what a joke they now tell me it’s going to be atleast another 2-3 weeks until it’s resolved, I’ve spent god knows how much on goodie bags on my phone just for data. I would definitely stay away from plusnet and don’t believe all these 5 star ratings you see it’s probably the staff who work there when they should be answering calls!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Quite simply they don't know their arse from their elbow. Do you proud? Don't make me laugh. We were initially connected incorrectly, then had a constant speed issue, it didn't even reach half the guaranteed speed. I have more knowledge than most of their clueless staff. They couldn't fix our fault and suggested I leave, so I have after an ombudsman complaint.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Orpington Plusnet  
No broadband after more than 3 weeks, multiple deadlines missed, no contact from customer support. Truly awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Manchester Plusnet  
Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glenrothes Plusnet  
Utter rubbish. I keep being told the service works perfectly but am unable to even navigate, much less work. I tried all their workarounds to no avail.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Finchley, London Plusnet  
AVOID. The word cheap and nasty springs to mind
We got this awful provider last year and the internet kept cutting out when it rained. Six months into the contract and apparently multiple engineers have been trying to resolve this. No notification of what they have been doing. They say they have rang me but I do t even get a missed call. It's all lies. You would think you could leave a contract if the service has been this poor. Plus poor more like. They even tried to blame the area I loved in but had no problems with any other broadband provider that I have used before and after plus net.
Also I had to chase the £75 joining money they was going to give me. They said they forgot. But they can easily remember to take my money to pay for a poor broadband performance.
After limping on for another six months of the contract I am pleased to say that I have moved broadband provider. No issues with the new one.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
Having only recently opened an account with PlusNet, we found out we have to move house. We are being penalised for that fact - our choices were a £91 cancellation fee, a £60 engineer fee, or switching to a longer, more expensive contract. No end of problems when trying to switch to Plusnet in the first place - my order got cancelled about 4 times before it finally went through!! Now stuck with this useless company for a further 18 months. Also the hold music is absolutely TERRIBLE and makes the waiting experience even more stressful than it has to be, and no indication of where you are in the queue.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Please do not join plusnet. The customer service has been shocking and I have been told that the 14 day coolong off period starts from the day I order even though my broadband wasnt active or router arrives for a number of weeks. It didnt work, sent back day after receiving as could not get through for support. I could not get through by phone. Email or live chat. I followed online advice to complete form and send back. I have just got through by going via Sales and told I am now out of my 14 day cancellation policy. I have requested a manager call back. Please if you are considering DO NOT USE PLUS NET!!!! DISGUSTING CUSTOMER SERVICE!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Buckinghamshire Plusnet  
terrible, just terrible, prices more than doubled after contract ended, even though I called to check before and was told they would only go up 1 pound. Then they said I had to change contract for the system to allow a refund, I said only if they were sure I could end it afterwards without penalty, they assured me I could, they lied. they can never find recorded calls in the system, they keep saying they're going to drop wrong charges they administer fines and pass them over to a debt collection agency, DO NOT USE, THEY WILL RIP YOU OFF AND RUIN YOUR CREDIT RATING!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Hayes Plusnet  
Plusnet cancelled engineer the day before installation date by text, then emailed me a date 2 weeks later and threatened £65 if I'm not in. Already charged £79 to my card but now cannot get through to any support or help, either online or by telephone. I just want to cancel the whole thing but cannot get through to anyone- they're very busy apparently. USELESS.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
TN34 Plusnet  
Been a customer for over 11 years. Tech support has always been mediocre, but in the past rarely needs so lived with that. However, Benn without service for almost 2 days and cannot contact support. Ticket facility and chat unavailable, phone not answered and messaging via twitter and Facebook ignored.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glenrothes Plusnet  
Good luck if you have technical issues with your broadband as tech support are clueless. On several occasions I've been given what turned out to be completely duff info and ended up having to resolve this myself. Plusnet had decent customer services years ago but have gone steadily downhill. Time to move on.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Edinburgh Plusnet  
Waited all morning had a 8-1 slot to be installed no phone call or text and no one has turned up
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bishops stortford Plusnet  
been through BT and Sky, both were rubbish, BT took 12 weeks to install and their customer service was terrible. Sky’s prices were ridiculous and their broadband was okay.
Plus net on the other hand is the best broadband provider I’ve ever used. Constant 40-60MB DL at peak time, never gone down apart from country/area wide outages and cannot fault the customer service. 10/10
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Cheshire East Plusnet  
Joined Plusnet a year ago & everything went fine. I have had no problems whatsoever. However, now my contract is coming to an end they want to increase my payments by £13 per month which I'm not happy with. I don't mind an increase in cost but £13 is a bit too much, especially when I only have ordinary broadband & not fibre. Now I have to look elsewhere & it's a shame because I've been very happy with them & it's a hassle to sort out another ISP but I will not pay an increase of £13 per month.
I have tried to phone them to discuss this on a number of occasions but cannot get through, I give up after 30 mins holding, I can't wait all day for someone to talk to me. This is why I give them one star for customer service.
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Hampshire Plusnet  
Signed up on the 15th July, it's now the 10th of August and I still have no access to the internet!

Forced to spend countless hours in phone queues just to hear Plusnet staff play pass the buck and allude to the idea that some people have been waiting even longer than 27 days! Beyond a joke.

To their credit though they did manage one thing on time and that was to bill me my first months line rental, cracking.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South West Plusnet  
I’m afraid I have rate Plusnet as being the worst at everything except price,,The speeds are slower than when we had dial up connections , the outages are a regular occurrence, Plusnet don’t report the faults to Open Reach unless you complain regularly and then they always threaten to charge for doing so,
I’ve said I’ll have to leave because they consistently can’t provide anything like the speed I’ve paid for, but they say I’ll still have to pay penalty charges, fortunately my contract runs out at the end of this month!, it amazes me how they can get away with such a misleading and inaccurate TV advertising campaign,,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southport 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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