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
    3.6 stars
  • Customer Service
    3.8 stars
  • Speed
    3.4 stars
  • Reliability
    3.5 stars

Based on 1788 customer ratings since 2021-08-14 (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.

3,580 Customer Reviews over 358 pages

  • Reviewer
    Location
    Kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Please avoid these guys at all costs and help this company die out so internet technology can progress a small bit at a time. Their broadband is so stressful with its random cutting out, speed degradation and blatant throttling and upload capping creating latency issues making a typical web page load in around 30 seconds to a minute. Their customer service don't really know what they're doing, and don't listen to you - politeness is fine and all, but I want my service fixed not another apology. Their site is badly designed, your username on the plus.net site isn't even the same one for their support community. God help you if you're not the account holder and experiencing difficulties.
  • Reviewer
    Location
    Belfast
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Terrible ISP, told our broadband would be active within 7 days... 2 weeks on still waiting!! Takes over 20 mins to get through to an advisor or aren't properly trained, give you false information and are quite rude! Would not advise joining as we are planning to leave as soon as contract is up!
  • Reviewer
    Location
    Brigg, Lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with plusnet for about four years, my broadband speed has always been at the theoretical maximum for where I live, and reliability has been excellent. customer service have been helpful, haven't needed them much. I'm looking around here to check out BT who seem to be cheaper by a few pounds per month, but reviews of all providers on this site seem to be dire! Plusnet have been ok for me, I'm a happy customer so far.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Still awaiting fibre connection after 35 days. Rang originally for a migration number but coerced into accepting a new package. Once they have you signed up you are forgotten. One star is too generous to describe their service. Even their complaints website lines drop out when being used , the service is so slow. If you telephone , be prepared to queue and then listen to a scripted reply. Yes that have heard it all before but still have done nothing about it.
  • Reviewer
    Location
    Kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My speed with Plus.net is 0.2mbps. They took ages to come and fit the line. The line didn't work for three weeks after it was first fitted and an engineer had to come back. For over a year my broadband speed has been unusable. I have now been charged £48 to cancel. I would avoid plus.net at all costs.
  • Reviewer
    Location
    Shropshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Useless. Customer service is poor and patronising - it can't be THEIR fault, it must be someone else's. Moving to another provider ASAP.
  • Reviewer
    Location
    Lincoln
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    I ordered Plusnet's Unlimited Fibre Extra package with their phone line via the Plus.net web site and selected the option to have a new phone line installed in addition to my existing TalkTalk line.

    Plusnet charged me for the installation of the phone line, but then tried to migrate the existing line. I only found out about this when TalkTalk emailed me to ask me why I was trying to migrate my phone line away whilst still in contract!

    I contacted Plusnet about this and it took them a whole week to reply to me, at which point they just placed a new order with a new install date.

    As this would force me to pay for another month of service from Virgin Media, I asked Plusnet to cover the cost of this due to it being a direct result of their negligent handling of the order. Once again, it took Plusnet several days to reply, only for them to deny the request.

    I repeatedly asked for my ticket to be escalated to a manager, but each time Plusnet just ignored this. This seemed to be a recurring theme with any parts of a ticket reply that they don't want to have to deal with - just ignore it and pretend the customer never asked it.

    Eventually I got sick of waiting days for a reply only to find that they seemingly hadn't bothered reading what I'd written, so I asked for my order to be cancelled and refunded. Of course, Plusnet even found a way to make this unnecessarily difficult.

    At this point Plusnet representatives started referring to things which they claimed their colleagues had said, but where nowhere to be found in the ticket. When challenged about this, they completely ignore my points again.

    Plusnet decided that I would have to phone them in order to cancel, claiming that they can't accept this via their ticket system for some unspecified reason.

    When I phoned them, they did finally cancel the order and refund the money (of course, this takes some ridiculously long period to make it back in to your account, despite them being able to take it from your account instantly in the first place).

    At this point I thought my Plus.net saga was over, but oh no, it turns out they have found some more ways to be incompetent as they didn't actually cancel the install, so at 8am a BT OpenReach man turns up to install the phone line!

    I tried to inform Plusnet of this, only to find that they had deleted my account so I couldn't log in to the ticket system anymore. Their web site gave me a live chat option instead, but when I talked to them, they claimed that they are for sales only, work from a different office and have no way of getting in touch with anyone else at Plusnet via email or phone!

    Throughout this weeks long saga, I have seen absolutely no evidence of the supposedly outstanding customer service that Plusnet claim to provide. They have been negligent, inept, unhelpful and obstructive from start to finish!
  • Reviewer
    Location
    Bury Lancs
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    My broadband contact with SKY was up,and I was looking for a new deal for broadband and weekend calls .
    I saw a online offer from PlusNet , £1.99 a month for 12 months, signed up online, that was the easy bit.
    A few days later I phoned Sky to get a Mac code,they asked why I was leaving and I told them it was purely to save money.
    They then offered to let me keep my same deal but with the broadband for free on a12 month contract. Well that sounded good to me, so I signed up there an then.
    Sky told me that PlusNet had put a marker on my line ready for the change over and that I should cancel my contract with PlusNet.I did this the same day. No problem said PlusNet and refunded my credit card same day.
    This all took place on 6/09/14 .10 days before change over date.
    On 16/09/14 I got a call from my wife on her pay as you go mobile phone,to tell me that we had no telephone service or broadband and Sky, would only talk to me, as the account holder.I phoned Sky to be told that PlusNet had a marker on the line and they could do nothing until it was removed .
    My wife then phoned PlusNet their free number, she got through after being kept on hold for 32 minuets this cost £14.00 on her mobile phone to told sorry we can't help you, as you are not the account holder,she arranged for someone from PlusNet to phone me on my mobile at six o'clock .we waited no call.
    So I phone PlusNets free help line and after 45 minuets wait get through and have tell them my sad tale.they tell me they are sorry ,but can do nothing as the department they have to speak to is closed. They offer to call me back the next day.
    Got a call back and had to tell the whole story again, put on hold. Then she gets back to tell me sorry about that and it will take 24 hours to take the marker of the line.
    I call Sky and I am told that I can keep the same contract that I signed up for BUT we would have to have new telephone number and it could take up to 14 days for a connection to be made.
    So that's PlusNet for you ,I have lost the home phone number I have had for 30 years no broadband for 2 weeks and they are sorry. Not half as sorry as me for having any dealings with them.
    Was it a mistake or was it payback for cancelling you decide.
    They didn't do me proud
  • Reviewer
    Location
    Northants
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet – Free NVQ Level 2 Telecoms Engineer Training and Btec Feng Shui
    If you have too much time on your hands – appoint Plusnet as your internet provider. There’s hours of fun in trying to get connected and when you do, they specialise in providing download speeds that make nipping to the reference library in the next County Town by bus to find information seem pretty nippy - then sending you on endless and amusing wild goose chases around the house; making you do average impressions of a telecom engineer in an attempt to speed things up a little.
    Then there’s the jargon – only it doesn’t sound like jargon because they give it an honest twang of a Yorkshire accent. So when they tell you that the “issue is still open with our supplier” or “There appears to be a cap on speed which only happens with external issues” you’re the one that feels daft for not understanding what they’re on about. I think the highlight from James in the “Silly Forfeits/Customer Service Department” was moving a large bookcase to get at a socket – then I was told to remove the front two screws and plug the ‘matchbox type thing’ into the ‘filter socket’ which he assured was lurking there. Then call back (easier said than done – but will come on to that!). No Filter Socket found in the box – but then again (as I was told on next call back – yet another half an hour I’m never going to get back) you’re only going to find a filter socket in the box if the screws on the outside of the box are in the lower half of the front of the box (wtf!!).
    There’s a prize for anyone that gets a message estimating less than 15 minutes (and estimate really does mean estimate) before the call is actually answered. Whatever you do – unless you are desperate for basic telecoms training – avoid Plusnet! On the other hand if you’ve got time to kill – knock yourself out!
  • Reviewer
    Location
    Cambridgeshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Dont do it!

    My family and I have had real problems with plusnet in the past. So so lucky if you can get through to customer service within 30 mins. Do not look after customers once they have you in their hands. Just paying more than we should after year massive problems and two teenagers doing final exams with poor internet. Finally came out and checked system. Only decided we need fibre which has proved most expensive. Emails often not arriving at destinations.

    Phone service - ouch. Suggested we had new phone number because of unwanted calls. Took advice to find they had given BT number which previously belonged to someone else but never told us this. We now have more unwanted calls than ever. Tried paying for these to stop with additional £4.00 month but this did not work. No apology from Plusnet blamed BT!!

    Under no circumstances will I stay when the present year expires. Poor customer service and they do not look after existing customers.

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.