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
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 6462 customer ratings since 2018-05-20 (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.

2684 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Internet went down for 12 days, had to make 5 calls and was spoken over many times. Promsed calls back which never happened. Then basically say tough luck, see our term and conditions. I woudl pay more and get someone who is prepared to act like they advertise.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
High Wycombe Plusnet  
Forget the ad on TV telling you how 'caring' Plusnet are - that really is a load of rubbish. The customer service is appalling - they over charge you and take forever to refund. I find the speed and reliabilty to be good, but I'm not sure I can tolerate the useless CS much longer!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
East Sussex Plusnet  
Went with plusnet based on service but soon found out this is just as bad as other providers you would be best to avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottinghamshire Plusnet  
Overall= Decent speeds however customer service is horrendous which stopped me renewing my contract

Speeds = Good

Customer service = Abismal especially if something goes wrong

Reliability = Not great, good speeds one day non the next
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Carlisle Plusnet  
Beware choosing Plusnet. Customer Services and Billing are absolutely atrocious. My billing has often been wrong. For example: I've just (stupidly) renewed an annual contract with them and they've double-charged me on my broadband. I ring them (always long waits, sometimes up to an hour). A surly assistant tells me that " no system is foolproof" ! No apologies. I tell her that the same happened last year. She becomes even more surly and then says goodbye and puts the phone down whilst I'm still in mid-sentence.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Wales Plusnet  
Utterly shocking. After 2 weeks I gave up. Didn’t even manage to connect us! Partner unable to work from home, unable to use our other services. Ended up having my money back.
They didn’t even order the router or exchange work. Kept blaming Open reach and they blamed someone else. Not my problem!!!!! I just wanted to be “Done proud” Company is not organised, a joke.
Oh, the one thing that went seamlessly was the taking of my money, that worked.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Staffordshire Plusnet  
The worse CEO complaint department and worse for service. Failed to cancel my contract after 30 days notice due to an error in their system. I only knew because collections started t chase be for 3 months unpaid bill. Contract still not cancelled and complaints being ignored. Finally the case is now with the ombudsman and account has been closed. Indian call centre can at least cancel the contract on time. ! ! ! !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet is ok until somthing goes wrong it is then a disaster area. I have just left Plusnet and owe them £14-29 I tried to pay it last time i contacted them but couldnt because they didnt know the exact figure. Today having had no emails or telephone calls they have written to me saying they have been unable to contact me and have passed my debt to a debt collector Oriel. I have tried to contact both Plusnet and Oriel this morning neither answers the phone within the times they say. To add insult they have added 25% to the amount for their trouble!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Norfolk Plusnet  
We have been with Plusnet for 7 years and the service has been reliable. Any problems they have sorted via the help lines. Our original router worked but was 7 years old so they sent a new one for £7. Installation was very easy.
We have not changed from Plusnet because it has been zero hassle.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
WORKINGTON Plusnet  
Plusnet is the worst internet provider I’ve ever had. Don’t sign up with them. Customer service was abysmal, the service was extremely intermittent, and the the cost was far too high for the service provided. I don’t know how they have the nerve to spend money on advertising
Isle of Wight Plusnet  
cancelled my internet contract in December read out out all of my credit card details over the phone to end the contract and pay the payment - mans mucked the payment up now I’m getting debt fees for his mistake ..... people at Plusnet obv can’t do their jobs properly ? He also hasn’t recorded any info of our conversation- if I have to pay for someone’s mistakes after being told countless times that everything was ok and sorted out I honestly would not recommend such a scam of a company - recived am email from 2 days ago - 14 days to be resolved to pay a balance of £0.00??? Or it will be sent to debt collection? As far as I was aware I owed no money and yet apparently I do and it’s been sent already !!

If anyone cancels with this crap company please check your bank to see if the imbecile that works there has done it correctly and it comes out coz I didn’t !! Wasn’t aware I had to check somone does their job right
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham Plusnet  
Awful, Constant drop outs even though blue light on router. Speed fluctuates speeds and then to top this off I received an email about a failed direct debit email and they placed restrictions on my account the very same day!!! I have never had this with any company .
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Newcastle Plusnet  
Shocking....... in fact beyond shocking. Keep losing internet runs stupidly slow. Struggle to watch YouTube without connection disappearing. I have never known 1 internet service to be so consistently rubbish in all my life. Plusnet are to internet what Fred and rose west are to babysitting. I am basically paying to spend my life chasing plusnet and ripping my hair out through frustration. Changing companies and taking plusnet to court for misrepresention, false advertising and extortion. You will be hearing from me soon Plusnet!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochester Plusnet  
Unfortunately I had to cancel
My contract with plusnet but the advisor was really understanding and was able to assist me brilliant customer service which is rare in today’s market
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Halstead essex Plusnet  
Plusnet fouled up when both activating my internet and when i left them for an alternate provider. On both occasions i have been left with no internet service. Tried to make a complaint when leaving and it seems that the complaints procedure is simply based on speaking to a customer service advisor. His tip to me was to go to the ombudsman. I will never go back to Plusnet whilst i have air in my lungs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
rochdale Plusnet  
Was going to go to Plusnet but my present provider upped there deal so cancelled with plusnet after paying up front.Well what do you know refund was a joke and the lame excuses in the end sent me a cheque back way over the time stated to me when I rang up...complete joke..!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Derby Plusnet  
Been with plusnet for years, we are in an area they class as low speed, all providers agree. So we stuck with them but their customer service now is terrible. Long queues to speak with anyone and when you do finally get through you are told that a change in some system or other is causing problems. I am over charged then ring up for a refund only for it to happen the following month. Will leave once this contract is done.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Market Harborough Plusnet  
Been with them since Dec 2018. Internet constantly not connecting yet modem blue. Rang them to say was perfect with BT but since they took over numerous drop outs every day. They tested line whilst I was on phone & said all okay. Then wanted me to unscrew plate from open reach socket, to which I replied had no screw driver to hand & was concerned about doing that. He then said would send engineer but if no problem found in my home It would cost me £65. I stated not happy as never had problem with BT & maybe it was the router. Not interested just got me to agree to possible £65 cost & said someone would contact me. Then got email day or so later saying problem resolved. It's not!! The internet is worse than dial up was years ago & I will be leaving when contract up!! They have not done me nor themselves Proud!!!!!!!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
North West Plusnet  
Absolutely shocking customer service. Friend’s system wet down. Promised it back next day(Sat). Didn’t happen. Promised it back Sunday, didn’t happen. I spent 45 mins getting through to customer services, explained that friend had a serious medical need for contact. Promised a call back from engineer in 15 minutes and from a manager in 45. 3 hours on and guess what.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Abingdon Plusnet  
awful Internet speed, service disappear time to time
tests indicates 5mb/s download speed and 0.1mb upload
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Plusnet  
Just signed up with Plusnet and so far so good. Set up all went smoothly on date promised. Had to contact customer services a couple of times and received great advice and help. My broadband speed has doubled compared with my previous provider so am very happy customer at the moment
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Doncaster Plusnet  
Never had any drops, I was told my speed would be 8-14mb and I'm getting 36, pleasant surprise! They were late to install, but refunded me for the days I couldnt use the service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Pirbright Plusnet  
I think plusnet is brilliant. I have been with talk talk, BT and sky in the past and plusnet has been the most reliable service i have ever had.

You would think BT would beat all providers given its their phone lines, but Plusnet beats them hands down.

Well done!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southbourne Plusnet  
Absolutely a con I've been with them since September the first couple of months was fine I was only paying £32 pound a month after the festive period I'm paying nearly £97 a month total I wouldn't recommend anyone to this sham of a provider all they want is money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shb 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  
My router keeps dropping out. O Saturday between 7pm and 10pm it dropped out 4 times while I was watching Netflix programs. My download speed today Monday 11th Feb is 8.5 Mbs after dark seems to be the worst time for dropping out off line.
it was a solid connection up to approx December last year. My signal level is too low against the noise level especially after dark.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
38 St Vincents Close, Littlebourne Canterbury Plusnet  
Doubled the speed to hopefully get a better experience, A load of cr#p, think I’ve be moving supplier soon
  • Satisfaction
    2 stars
  • Reliability
    2 stars
Bury Plusnet  
I changed over to SSE . It was smooth and reasonable experience . However I recommended Plusnet to friends. They were charged. Line activation was 29/1/2019 and until this moment in time they have not broadband. Customer services did not exist to resolve their frustrations. Very disappointed that I recommended them
  • Satisfaction
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Newton Aycliffe Plusnet  
Can be on hold an average 20 minutes trying to get to speak to customer services. Just as poor quality customer services as their sister company BT.
I've left Plusnet shocking customer services and their prices are more expensive than talk talk
Don't stay with them out of loyalty it doesn't pay
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Wirral Plusnet  
Recently took up serrvice with plus net who guaranteed us a minimum of 25mb and an average of 38. The main reason for plus net was their so called customer service.I wanted to change service due to inability to ever watch i player without continual buffering. This has not improved and today check says 8.24mb. The person I spoke with yesterday was very helpful. The guy tonight was despicable, refusing to provide any help whatsoever without full security details which I do not have to hand. He refused to put me through to his manager. Very disappointed and looking to cancel as we are still within the 14 days.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Emsworth Plusnet  
We do not consistent connection, it drops off many times a day and stays off for minutes to a full day. I have contacted Plusnet who have sent an Openreach engineer twice now and they know the problem is there but cannot fix it. We have reported this to Plusnet five times and they have no answer. We are now trying to get a reduced contract as they are not delivering a consistent service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nantwich Plusnet  
Plusnet will not do you proud, customer service is not good, they are rude and un helpful, Robbers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Erith Plusnet  
Awful service and always dropping out they TOLD me that to get decent coverage I should invest in a decent router!!!
Phone charges are extortionate 0/10 is a true reflection of its value
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sl6 Plusnet  
My broadband speed dropped off and not close to the speed that I signed up to. For 15 days I checked my speed twice a day and recorded the dates and times. I then telephone Plus Net and was through to Jack at Plus Net within 2 minutes, I informed Jack of my findings regarding my broad band speed. We reset my router wich made no difference, Jack raised a work number to sort my problem out. The following day I carried out a further broad band speed check to see my reading, I was amazed to see that my broad band was up to full speed, I also received an email from Plus Net informing me that my issue was resolved and that I was up and running at my allocated speed. For me personally Plus Net did an excellent job of sorting out my issue what else can I say, thanks Jack at Plus Net.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Staffordshire Plusnet  
Unreliable, slow, never even close to as advertised regardless of if you use an ethernet cable or not. Terrible customer support, overpriced.
London Plusnet  
I am paying for 14 mB/s, however, I am averaging on 800 kB/s - 1 mB/s. The internet disconnects between 4-10 times every day. I can't even remember the last day it didn't disconnect. It is absolute rubbish, as we pre-paid 12 months.

When I call or chat with customer services, they keep telling me the service is good, when I can see in front of me the download speed being 0.8 mB/s. The only solution they present, is having an engineer over, which would cost me £65. I'm struggling to see why I should be the one charged for their absolute ridiculous (broadband- and customer) service. 1 star is too high of a rating.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
Was very happy to sign up with Plusnet as the deal appeared very good for Broadband & landline 17th Jan 2019. Still waiting for connection 6/2/2019. Attempted web chat etc, no joy! PLusnet caption is "WE'L DO YOU PROUD"! Hope so when this Company get around to connecting me & sending me my router.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Brentwood, Essex Plusnet  
Agree with some comments about shambolic service.
So let's start with the Good. I moved from BT to Plusnet since my BT contract expired and Plusnet had an offer which made them competitive. Speed tests showed they hit the median value quoted.
Now the BAD
1) When my 12month contract expired, they offered me a renewed contract similar to mine. I also mentioned I was moving cities (different STDs), but they said that was no problem and that I could move over when the time was right, though a new number would have to be generated (stands to reason). What they didn't tell me on during the conversation was that it costs £65 to change address. They offered an alternative, which was to cancel the existing renewed contract at no extra cost and then take out a new 18 month contract (but different tariffs). I reluctantly agreed to the latter
2) So switchover date arrived, but our line still showed as being disconnected. Received numerous emails and texts on the day to say everything had gone swimmingly. Tried calling them, but as with others' experiences, they phone customer service is a lottery. Double their estimated time for a human to answer the call would be realistic at most times of the day. So I tried to use their chat. The 1st chap I spoke to eventually tried to arrange an Openreach engineer with a strong warning that any issue with the line found within the boundary of our rented property would result in a £65 charge. Any need to re-visit following such a conclusion would result in more charges if it wasn't possible to resolve on the first attempt. I need to seek permission from our landlord before going ahead.
2)I had thought, what happens if I call the new number provided? It actually rang and on the 2nd attempt, got through to someone other than my spouse. Not a happy bunny.
3) Following 2), I went through the arduous call process. Wow! The various Teams within Plusnet really struggle to talk to one another or know the infrastructure. Started off in Customer Service. Was then pushed to Tech Support. Told to wait....found myself back in the queue..start over. Eventually told I must have a crossed line and that the order hadn't successfully completed. Then put through to the so-called 'Provisioning Team', who denied it was an order fault and should be the Tech support guys responsibility. They eventually booked a BT engineer to visit our property in the notorious 1/2 day window.

Its ironic that Plusnet have some Northern lad boasting to endorse a company with 'Northern' values and customers' interests at hand. Errr! Have you tried contacting your own help line?

Total call time 1h 59sec. Took the full length of my 40 mile commute home.

STAY AWAY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Cardiff Plusnet  
The service was fine for a while but the wifi eventually became unstable, slow and unusable around the house. plusnet were unable to solve and said that they do not guarantee service around the home!

When I left to go elsewhere they slapped me with high early termination charges which were in their ts and cs but I felt unreasonable given I didn't want to leave them. I asked for a waiver and/or discretionary credit, but they refused.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
uk Plusnet  
i have had nothing but trouble from plusnet i would never recomend the company to anyone thay are false advertising on tv saying thay will go the extra mile its all rubbish i have asked for a manager to call me back on several acations but no body ever rings back as soon as my contract is up im out of here i am taking my case to the pdf and the onbudsman as this is rediculas the way ive been tret the staff tell you one thing then thay dont do it im contacting the papers about the service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
colne lancashire 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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