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
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Would not recommend them at all. A 15 minute wait time to speak to to an advisor comes as standard and they can be quite incompetent and slow to sort things out. I don't understand why their customer service is rated so highly, I certainly don't.
  • Reviewer
    Location
    South Brent Devon
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I was signposted to Plusnet through Simplify because Virgin Media my previous ISP were not available in the area I moved to. I have been dogged with problems since signing up to Plusnet, first problem was the router did not arrive, I contacted their customer services and they had to re-order another router. Realising the order I was quickly billed for may not have been placed on their system I contacted Plusnet to get a connection date. I was informed that my service would go live on the 12/06/2014. Considering that I had ordered the service at the beginning of May I was not impressed with the speed of Plusnet's activation date. Plusnet sent me a text informing me not to connect my router until I received a message that the broadband had gone live. The date promised expired and I called Plusnet and discovered that the package they had sold me was not available in my area, they now had to change my order. I was downgraded to 8mb but reassured that they would upgrade me on the 01/08/2014 when BT put more capacity into the local exchange. Ok, maybe not Plusnet's fault but why sell a customer a product that does not exist in the first place?,.. I waited patiently for 5 days for my downgraded product to go "live",...no text message by the 17/06/2014 and I was calling Plusnet back to get an update on my broadband activation date. I was informed by the customer services department that they would do everything to get my broadband service up and running asap. On the 19/06/2014 I received a text message informing me that my broadband would be active by midnight on the 25/06/2014, but please do not connect your router until you receive a message confirming your service is active.I waited patiently on the 25th anticipating a message and as it was nearing Plusnet's support line closure time I decided to call them . I was informed that my broadband was now live and I could be connected immediately by one of their technical advisors,...where was that text message????,.. they said they had sent me an email,...doh!!.. I have now been active with Plusnet for just under 2 weeks, not impressed with the speed. I ditched their skinny little male to male RJ11 cable for a Belkin (superior product in my opinion),..also removed the BT plate on the master socket for a new faceplate to eliminate the filter dongle supplied by Plusnet. I was hopeful that these mod's would improve my speed,I was receiving .7mb download speed instead of the claimed "up to" 8mb from Plusnet. I have only managed to squeeze an extra 1mb with the improvements, so still very slow broadband, lets hope BT get that upgrade in place in August,... grrr!
  • Reviewer
    Location
    Reading
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    The broadband itself was fine. Our shock was the horrific customer service. It took us two days, being cut off five times, and almost three hours on the phone in total to cancel our account because we're moving. Oh and also cost us £142. Shockingly, shockingly bad. Don't put yourself through it (after you're cut off the third time you near on lose the will to live).
  • Reviewer
    Location
    Sleaford, Lincs
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      4 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Left Plusnet a year ago to go back to TALKTALK (who really, really do have poor customer service) this was mainly because my existing TV supplier no longer offered Sky Sports on a monthly basis. Bad move!!! have bought myself out of the contract to return to Plusnet.

    Changing back to Plusnet and switching to fibre has been a good experience. A few teething problems and a misunderstanding were quickly and efficienlty sorted by friendly staff who knew their stuff and held real conversations rather than just finding a relevant(????) part of their script to read.

    It's great to be back - can't understand most people's comments. Perhaps it is like other walks of life - doing a good job is only what people expect and therefore do not comment, whereas the relative few with bad experiences make a lot of noise.
  • Reviewer
    Location
    risca
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Had a rgular 10mb connection download an 0.36 upload then it fell apart for 5 miserable months whe my dl speed fell to 3mb andand upload down to 0.03 .got an engineer out who said I had 12 mb to the router but only 4 mb after so changed to another plusnet router still the same .changed supplier to sky and now have 12 mb dl and 1.1 mb upload and ping for gaming droped from 80 to 19
  • Reviewer
    Location
    Falkirk scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    We moved over to plusnet after consistently getting ripped off by BT enough was enough ! Found plusnet to be quick and easy to change over too, staff very helpful. Switch was done and no fuss or problems. Broadband speed might be slightly slower but hasnt really made any difference. paying half what i was with BT, thanks Plusnet x
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible customers support, slow broadband, 45 mins on hold normally when you call them, £30 to cancel.
  • Reviewer
    Location
    mERSEYSIDE
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Ok when no problems - then its denial time. Customer is threatened with service being blocked when plusnet got its admin wrong. Has to be customer fault! They lie, misinform you. Leave well alone!
  • Reviewer
    Location
    sutton-in-ashfield, nottinghamshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I had PlusNet broadband put in due to the English based customer service and support, what I didn't realise was how often I would have to ring them.
    Was sent a faulty modem which only after a month of no broadband they sent a new one out which does work but will need resetting regularly which they send you instructions of how to do this so you don't have to keep ringing them. I would not recommend PlusNet and when contact up with them will be changing.
  • Reviewer
    Location
    Tredegar
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I just switched from sky to EE, however EE messed up and had only placed the order at one end or something and they the lied to me about compensation so I canceled and went to Plusnet (by now i was already 1 week without broadband as sky had switched my broadband of expecting EE to take it over) plusnet said they couldn't take it over as an order was still in place with EE, despite me ringing EE 3 times to confirm it had been cancelled (so this took another week) then plusnet informed me it takes a week to set it up and gave me a go live date. i then got another go live date later than originally told for no reason whatsoever, but even that date came and went with still no broadband, plusnet then told me the order was cancelled as EE had switched of my phoneline, (despite them telling me they wouldn't until it was switched) so a month later I still have no broadband and have been told it will be at least another week though haven't been given a date yet.

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.