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
    England
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Went with plusnet because it was endorsed by Which? Magazine.
    It took over 2 months to get my phone and broadband running.
    This entailed the engineer failing to turn up for the initial connection, two accounts being opened, my phone number of 20 years being lost, all phone sockets in the house being disabled and still after all this time slow connection speed.
    So I pick up the phone and call "customer support". Give me a break please, support ? I was on the phone 1 hour and 40 minutes two Fridays ago for them to agree to an engineer come out.
    I then got a e-mail saying that the engineer had been and the problems with the phone sockets and speed issues had been fixed.
    What engineer I asked after waiting 43 minutes to get an answer from "customer support".
    Two days later I get an e-mail saying there had been a mistake and the engineer would arrive on either the 22/23/24 of July.
    22/23//24 came and passed and no engineer. This in it’s self was a problem in having to cover 3 days. Another day’s holiday for me one for the wife and my father covered the last.
    However the engineer did turn up unannounced on the 25 !
    Then I get a phone call saying sorry and that plusnet will offer me some sort of compensation.....won't hold my breath. (was reinbursed £31 last week)
    Another point is that plusnet software doesn't support Mac o/s.
    So there is no plusnet assist or McAfee which I am paying for.
    Talktalk had a family filter so with a press of a button you can mediate what family can see or not, plusnet have nothing.
    I pay for 76Meg broadband and when they first assessed my line they told me I would only be able to get 63Meg max.
    I was lucky that last year I have a fax line put into the house and with the help of the engineer it was swapped over. I now get 52Meg instead of 38.
    Plusnet always blames BTOR but it is plusnets failing to deal with BTOR which is the problem.
    Why do you advertise for more customers when you clearly cannot support the ones you have.
    I didn't do my homework before I agreed to this contract and am now paying the price.
    I did try and cancel but i was one day over the allotted 14 days and they refused let me leave. 1 day !!!
  • Reviewer
    Location
    England
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DO NOT JOIN PLUSNET.
    What a massive mistake I've made.
    From the start they failed to turn up on the initial change over and that meant that I had to wait a further 3 week wait to have b/band turned on.
    They opened 2 accounts for me which caused more problems.
    They lost my phone number of over 20 years.
    They gave me 3 dates to cover for an engineer visit. 22/23/24 of July.
    He turned up unannounced on the 25 !!
    All the phone sockets in the house were disabled.
    3 months to get 50meg download speeds, but they still charge me 76Meg.
    No support for mac o/s
    Customer support is absolutely rubbish.
    But they have rebated me £31....joke company.

    DO NOT JOIN PLUSNET.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet gives Yorkshire a bad name! I moved to them in January, the broadband has been erratic at best, culminating in me asking about cancellation. The guy I spoke to offered Fibre broadband, which I refused, but he ordered it anyway! I'm still trying to sort out what the hell they have done/are doing with my account. I can only leave them if I pay £160+ cancellation fee, even though it's them that isn't fulfilling the contract. And they've just increased their phone charges adding insult to injury. And don't try to phone them to get anything done - it takes forever for someone to answer and then they don't help at all. Very polite though. Roll on next year when my contract finishes and I can move to a provider that can actually provide what I'm paying for - and hopefully will have 'customer service' that lives up to the hype.
  • Reviewer
    Location
    Alyth
    Reviewing
    Plusnet
    Date
    Comments
    3 years with Plusnet with 5mbps,so not movies or music and for £32/month only:) I was complained with not successful but they arranged appoitment with,,engineer,, but hi was to busy and did not comes.
    I sent email that want to cancel contract because I am strongly not enjoy speed and customer service since 16.06.2014 with last payment.
    After 2 weeks Plusnet sent me outstanding fees but I had Direct Debit so all payments had been automatically.
    I did not paid because they do not want to explain me why and for what I have outstanding fees.....and for last2 months not answers.I had a couple of good enough reasons for cancelling but they do not want to understand me.
    Plusnet blocked my access to my account and doN't want to give MAC code which is required for the next provider...but this is not all. Plusnet is still connected with my line and do not want disconnect....

    So slowest broadband,poorest and most rude service ever
  • Reviewer
    Location
    North Lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Plusnet for 2 years and the service has been consistently horrible. 'Due to high demand' - I always get this message + 30 minute wait on their tech help line. My internet drops out and they seem unable to fix anything. A dreadful service. The t.v. adverts are the opposite of how they really operate.
  • Reviewer
    Location
    Leigh, Lancashire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    My parents had a problem with download speed when they upgraded from one plusnet package to another, instead of 6Mb they get 0.2Mb download. I have been an e-commerce software developer for over 20 years and even I was put off by their veiled threats of charges when I tried to raise a problem record, none the less I provided all the details Plusnet needed including the diagnostics from BT, and installing a spare router and a new line filter and testing on many different occasions, and now they wash their hands ... to quote "Since we are not the landline provider, we cannot specifically test to pinpoint the fault or report it to Openreach, only perform a broad test that will return with a fault or not. Please speak to your landline provider in order to raise this fault."! So they expect my parents who are over 70 and all the other people out there who may not be quite as savvy to try to deal with BT directly. Very disappointing, thank goodness for CISAS.
  • Reviewer
    Location
    County Durham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I have endured nothing short of a terrible time allowing Plusnet anywhere near my phone line and broadband service. Please read my experience before contemplating your choice of phone/internet company - I don't want anyone else to go through the stress and pain I have suffered and so I am sharing my experience as it was...

    I was persuaded to cancel an order with BT in favour of Plusnet's "Outstanding Service". I did order a transfer of line and a fibre broadband service from them.

    Plusnet cut off my Talktalk phone line including my valued home number and broadband service on August 4th in error without reconnecting me to their service. This was not the correct day as I had already requested a much later date some weeks before, because my wife has a lot of night shifts and access to my home office communications is critical at the present time. I was told that there had been two serious mistakes with my seemless transfer and my number had been terminated by mistake as well.

    I have been chasing around for hours on end calling and writing on their ticketing system which appears the only way to get anything done or complain but nothing seems to happen. When I called they simply said that complaints were not taken by phone. My complaint seems so far to have been ignored (but then perhaps that is OK as they say it might take 5 days - or more I was told when I called as they had a lot to deal with at the moment and the systems were down that day apparently!) - So are mine - internet and phones for my home office (VOIP) and home phone line!

    They now say they have allocated a definite day more than 2 weeks hence as the earlier dates I requested are now not available for the restoration of my service that should still be operational - not quite the same as waiting for a seemless transfer a couple of weeks or so late - is it?

    Having decided I did not trust Plusnet to install my service again (after all the mistakes and poor service) and not too sure whether this date is actually booked (they have a odd requesting system which didn't happen for me twice before). I decided to order a transfer of my line to BT which can be done in 5-10 days (quicker than waiting for Plusnet to reconnect me). However because of Plusnet's double mix up my line can't be transferred at the moment! I have tried to discuss this with someone at Plusnet but they don't seem to be able to help me despite the fact they are in effect locking my line up preventing me doing anything.

    My only other option has been a radical one (justified I feel). I have this evening abandoned my home line, number and internet service and ordered a completely new line from BT for installation. I know now with confidence that although I will have to wait a little longer that my new service with BT will be installed on 28th August by a company that I can actually have a dialogue with and rely on. Unfortunately it is not quite the service I want as the unlimited service with BT is too expensive for me so I have had to settle for a 20G limited service. This is I feel a desperate solution to a serious problem that I simply cannot tolerate the loss of all these critical services any longer. The Plusnet line is therefore now surplus to requirements and I am wondering whether it will be possible to recover the number that is so valuable to us?

    This action has been a very costly (£400 down in pre-payments), lost my long term land line number (what a pain), no internet and phone for home and office for 3 1/2 weeks not to mention all the wasted time and stress trying to resolve this.
    I am considering my legal position with respect to the various aspects of this and how and in what form Plusnet could make this whole dismal saga up to me and my poor wife. We are beside ourselves with the whole thing!

    If a manager at Plusnet is reading this then perhaps you could give me a call on my mobile. This web site may be the quickest way to initiate a dialogue with someone who actually cares at Plusnet? I say contact me on my mobile because my land lines are down and I only have sporadic access to internet. I did call a few times on my mobile and after queueing for long periods when answered I was told no manager was available and that all complaints should be directed to the ticketing system (5 day response at best) and I was concerned with the call charges I might be racking up calling an 0800 number on my mobile.

    Or alternatively apparently I can write a complaint to their headquarters. Then I can have a blistering 10 day response time!! I have chosen the faster approach and heard nothing so far.

    So if you have read this far and are considering what phone/internet company to use then you can make up your own mind, I have simply shared my experience with Plusnet on this occasion. I would also like to ask the managers at Plusnet to withdraw the advert advertising the great customer service which keeps coming over my car radio and now makes me grind my teeth. Unless my experience is an isolated one, which I suspect it is not, them your advert is, in my opinion, a misrepresentation of your poor customer service through a slow ticketing system.

    My final comment is simply that this is the worst customer service that I have ever experienced with any company I have dealt with particularly when it has been their mistakes that dropped me unnecessarily into a distressing crisis. It has made me feel that the managers their do not seem to care at all.

    My feeling is that I should consider issuing some sort of legal proceedings for damages if appropriate refunds, appropriate financial compensation and an apology are not forthcoming in double quick time.

    Any response Plusnet or do I have to pursue this along those avenues?
  • Reviewer
    Location
    Sheffield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Be wary when joining if you ever plan to switch away. I was with Plusnet for many years, decided to switch away, then got 5 emails and a text demanding money after the switch date when I was no longer a customer! Plusnet said they weren't notified of the switch (even though it's automated), so I had to pay for 2 weeks after the switch date and then another 2 weeks after that to cover "notice" which they already should have had from the automated switch-over, then pay £30 fee because the new provider "wasn't on their network". None of this is clear or fair, but it's all buried in the T&Cs so you're stuffed. All that money and years of being a Plusnet customer and then they screw you for a few pounds if you try and leave. I've put in a complaint and another to Ofcom. Shameful.
  • Reviewer
    Location
    Scarborough
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      2 stars
    Comments
    I have been with Plusnet before they were bought out by BT. I wanted to transfer my broadband from another home which was Talktalk to this property. When I called plusnet about how to cancel they said I would be charged a £30 disconnection charge. I then said I was moving an existing talktalk account and the operator then said there would be no charge. Guess what, they charged me £30. I have had three further phone calls with their operators and a number of e_mails from Plusnet threatening to take my outstanding bill to dept collectors. They also gave me an in-depth understanding of why I incurred a charge. I have paid but I am infuriated that they gave me incorrect information in the first instance. I found it impossible to speak to a supervisor. I also made the point that they must have changed their contracts when BT bought them out because I would never have joined a company that charges the user when you dare to leave them. My advice to anyone is not use Plusnet because when things go wrong they are inflexible and do not care about their users.
  • Reviewer
    Location
    Leicester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid Plusnet!! I paid for high-speed (up to 38mbps) unlimited broadband. When I connected a smart TV I had constant buffering. When I rang Plusnet, my two support calls took first 54 minutes and then 57 minutes ON HOLD waiting for tech support. Tech support then told me that HE had a smart TV and his freezes sometimes.....Really, this is not a diagnostic...so I decided to leave. Leaving PLusnet is VERY HARD! (yes I was out of contract). They insist that you have to speak to someone on the phone, they 'won't accept' notice by email, they give hard sell - which is laughable considering that even when trying to leave you have to wait ON HOLD for ridiculous amounts of time. Never Never Again!!!!

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.