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 5486 customer ratings since 2019-10-22 (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.

3194 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Just avoid. The service was bad when we had it, then the cancellation process has dragged on for over 18 months! We cancelled because we were moving to the USA - then two months later they got a debt collection agency involved saying we owed them money. That eventually got resolved. Then, a year later they did the same thing again! As we live abroad we got the letters late and discovered one threatening imminent court action! They had 'forgotten' to remove our account. So now my credit rating is affected negatively and I've spent many hours trying to resolve everything. They also refuse to send me confirmation that the debt collection has been informed to stand down. A total nightmare. Avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Was charged £65 for engineer visit to bring speed just above minimum guaranteed speed. Customer service not great either
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    4 stars
Scotland Plusnet  
I was lied to when taking out my product and would not have signed up had I known. Resulting in bills much higher than quoted when selling. However by the time you get the bill you are outside the leaving stage and are stuck with them. Also very hard to try and get an actual breakdown of your bill - this should NOT be difficult to find PlusNet! Appalling customer service if they EVER answer the phone. Website pages are also unavailable - I have currently been trying to pay my bill for 2 days as they NEVER answer the phone and the webpage to do this is unavailable. Learn from my mistake and do not join Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridge 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  
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  
Awful, useless company. Took SEVEN months to connect and then Plusnet still didn't connect on the date they finally agreed to. Within weeks prices went up and the poor wifi signal has resulted in many complaint calls to the company. Staff obviously trained to be sympathetic to appease the situation but I found this incredibly annoying and patronising especially as they still didn’t even try to rectify the problems! One call advisor even told me how I should sort out the wifi myself as Plusnet only provide a basic router. Will be leaving as soon as possible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Devon 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  
I would never recommend Plusnet. My broadband speed has always been really slow and their customer service is appalling - I'm currently in a 30 minute queue. When you do speak to 'customer services' or tech support - they aren't helpful either. A definite no, no.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
London Plusnet  
Changing to PlusNet is probably one of the worst decisions I've ever made. In the three months I've been with them, I've had Open Reach out twice, lengthy conversations and chats with PlusNet and my internet is still mainly shocking

It's 9.15pm on a Tuesday and I've just run a speedtest

Download Speed (Mbps): 0.99

Upload Speed (Mbps) : 7.83

Ping Latency (ms): 350

They're charging me £27.50 a month for this!!!!!

Just don't go there - for the sake of your own sanity - just don't
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Angus Plusnet  
So far.....

Issues with the switchover, so no broadband for nearly two weeks.
Long waits to speak to adviser on the phone.

Problems with the router, not very powerful (not as good as our old sky one) problems holding connection with our TVs and other devices

Intermittent signal, I'm writing this message today using 4g on my phone.....

You get what you pay for. We thought we'd save a few pennies making the switch, but it cost me a fortune in 4g data when the service was down and on wifi boosters.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Huddersfield Plusnet  
This Company have got to be the worst service provider in history. Like everybody else I have been conned into thinking I had fibre, not the case, but Plusnet will not release me from the 2 year contract. (even though I don't get fibre) The e mails do not work, the service is shocking. There is no complaints department. Oh and by the way the internet never works. PLEASE AVOID if you want a good service. BAD BAD COMPANY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Keighley Plusnet  
Consistently lower than the 27mbps minimum guarantee, often at only 10mbps 3 months into the contract despite numerous calls and an engineer visit. Customer support are extremely unhelpful with the helpline often closed within stated working hours. I would recommend avoiding this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dundee Plusnet  
Where do I start?

Been a Plusnet customer for almost 10 years and I've today left and won't be coming back and I just hope this review helps a few people thinking of joining.

In the early days when they were a bit smaller they were great, they could cope with the levels of customer problems they had and the network they ran. However recently their service is shocking.

They have denied that they traffic shape connections but I have proof that my line has been traffic shaped.

Their customer support staff have a very patronising way of dealing with customers, for example "Have you made sure it's plugged in?"

They also WILL NOT investigate a problem until many more customers have reported that issue, so if no one reports the issue, you're screwed.

They say on their website they have recently recruited a lot more staff to help improve customer service but today I had to wait 20 minutes just to cancel my service!!

Plusnet used to be great and to be honest they are just living off that old reputation. The 18 month contract ties you down to the point where you feel trapped and that you have made a massive mistake joining.

Do the right thing, avoid Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Sunderland Plusnet  
Ok actual internet speed but shocking customer service due to a recent change in there billing that does not account for the rewards amount. You cannot print an accurate VAT receipt and they don't even care or return your calls.
I cannot believe they didn't fully test there new billing system before rolling it out.
I'm done with plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
York Plusnet  
I was very impressed with the service at first...but then my internet usage was spiking even when not in use so i unplugged router but every time I set it up again I kept being charged additional. The customer service department is radically understaffed and so is the technical. But not to bore you with the details and many phone calls later I cancelled. I originally refused to pay the extortionate fee but gave in eventually. They did confirm it was closed but i have a terrible feeling i am going to be hit with a further bill because they have the termination date as later than I even made the final payment so....I wouldn't ever return to their dire service. A typical case of a small successful company rising too fast and unable to cope and plan ahead.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
I was with plusnet for 6 years. November this year phone internet all went off. first call took 6o minutes to get through plusnet. they said it would be fixed the next day.. it wasn't, phoned again another 40 minutes wait, still the same answer it will be fixed tomorrow .never was I must have spent about 6 hours trying to get through to them.. when I did get through I was told the best time to phone was after 10.30pm.. but they close at 10.00pm. it took just over 3 weeks to solve the problem. but we were without a phone internet in that period.. they did give us back our monthly payment big deal. I left plusnet as soon as possible. they were good when they first started off . I think they have just got to big
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
lincolnshire Plusnet  
Been with Plusnet a while now everything pretty average,tried to contact them about moving home took 45 minutes to get through went through all the BS about free house move worth about £150 but price of package went up and told I had to sign up to new 2 year contract.
Poor show with customer services and they take advantage of your situation to extend the contract.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
barnsley Plusnet  
Don't waste your time, none of their hype is true and I can't understand why trading standards and Ofcom haven't busted them for their lies yet. Just wait till your in a phone que for 55 minutes to speak to somebody. Watch out for them making you pay up to a year in adavance for phone line its all part of the con.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hannington Plusnet  
Plusnet have gone from good to very bad.
Most nights i am unable to connect due to
the very slow speed.
Trying to bid on ebay is now impossible.
NOT HAPPY !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chester Plusnet  
Rang plusnet (3rd try after waiting each time longer than 30mins) believing I had to renew or cancel my contract after 12 months (specifically made a note a year ago to contact them as on tight budget) to be told I had signed up for 24months and my payment was going up by approx £9 per month, absolutely no way I would have agreed to this. This is a complete con and although I can't afford to cancel I will cease to use them at first opportunity. Do not use plusnet but if you already have then check your length of contract.
County Durham Plusnet  
They might look like a good deal at first but they will slap you with a very cancellation fees if you leave before contract is due.
I migrated to BT after only 9 month and for the same price my upload speed went from 1MB to MB10.

Plusnet is a bad broadband service provider from Yorkshire. I would avoid at all cost!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NW2 London Plusnet  
The worst company we have dealt with. Slow broadband , and at times no broadband, constantly having to try and re-connect. Having to use 4g to access internet on my phone. Our contract is up in July and we will not be dealing with them again. Worst decision we ever made joining plusnet.
Stay away from this company!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Plusnet  
We've been with Plusnet for 2 years. What a nightmare. During that time, we have had put up with prolonged and frequent downtime ie. internet connection failure and, when it did actually work, the speeds were so slow it was painful. Every time we reported it ( after horrendous waits in phone queues), we were expected to go through the same ridiculous rigmorole: having to proof that the fault is not ours. then having to wait for an engineer to come out then listening to the engineer guess what might be wrong and say they'd fixed it. They hadn't. Plusnet expect the customer to do all the legwork. If you don't tell them within 14 days of an engineer's visit that the problem is persisting, they insist that you have to go through the whole insane procedure again from scratch. they also refused to reimburse us for downtime - so effectivelly, we've been paying them for nothing. Getting on their backs to resolve things could quite literally become a full time occupation. Some of the call handlers are so obviously jobsworths, it really is pointless trying to press the the point that their service is appalling - they simply repeat the same platitudes from their scripts over and over and over again. We've had enough and are changing provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
YORK Plusnet  
Been a Plusnet customer for several years both for residential and business. The week before Christmas we lost broadband, we have BT telephone lines both at home and work, now if this had been at home never mind but we are in retail and we couldn't use the card machine. We finally regained broadband 3 weeks later, lost goodness knows how much, no compensation, they don't do it, but we got £14 for our trouble! Back in April when they forgot to connect me at the new house they gave me two months free broadband but it cost me £140 to phone them! We had a threatening email over the holidays saying they were taking us to court for un paid bills I rang to complain they just apologised and said it was the wrong account, two days later we were reconnected. Open reach said Plusnet had cut us off cos there wasn't anything wrong with the line! They kept adding more time to my broadband at home over the holidays and when I rang to complain I was on unlimited the sods said they had no record of it nor my move they said they would listen to the tapes, they didn't say it would take 10 days until I rang to ask what was going on but I have now been waiting 2 weeks! Customer service? What customer service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire Plusnet  
Stay away they are totally inept and liars .If you have to phone just phone sales team who answer straight away unlike customerservices who don't answer at all .Have been given 8 different dates now to when broadband will be switched on and I have still none.You have been warned?
  • Satisfaction
    1 star
  • Customer Service
    1 star
lancs Plusnet  
Since April 2015 we have had what can be, at best, described as poor connectivity. In the last 9 months every inch of wiring in our house has been replaced. We have had 2 routers, 2 replacement wirings and 2 new sockets yet we are currently receiving 0.5 Mbps download speed (we are less than a mile from the exchange so considered to be 'close'). Having spoken to Plusnet, we should expect between 5 and 11 Mbps. The important point here is that 5Mbps is the MINIMUM exptected value. By Plusnet's own standards they have failed to provide us with 10% of their minimum level of service in the past year. Their customer service is very friendly and helpful but this is mitigated by their inability to provide the level of service required in the 21st century.
There are only so many times we can switch our router on and off and check the connections.
Plusnet may be friendly but so is my labrador and I would not trust him to provide me with a reliable internet connection.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
B74 Plusnet  
Signed up online including providing bank details for direct debit. 10 days later, no router arrived, not received any confirmation from Plus. Telephoned them to find out that they have done nothing as they havent bothered to take the money. I hear they have been bought by BT which may explain the deterioration in their service. Cancelled order and gone with someone else.
  • Satisfaction
    1 star
  • Customer Service
    1 star
hertfordshire Plusnet  
Im with plus net since June 2013 I Switched to fiberoptic June 2014 not had any single issue with speed and reliability I highly recommend fiberoptic then normal broadband & their customer service is five-star and prices are very reasonable.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Slough Plusnet  
joined plusnet because a friend recomended me but recently i have expirenced problems where as u make phone calls and u get charged high for them and u ask them a little facour and they make a big fuss also they say we wud do u proud that is very unlikely more like do u wrong its decieving
Birmingham Plusnet  
AVOID WOULD GIVE NO STARS IF POSSIBLE! Disgusted with service I can't wait until my contract with these thieves is over! I called 100s times over the course of a year but was on hold so long that I've only ever been answered for three of thous calls. When we moved in and had the broadband it never reached above 2mb even though our contract is for 17+mb we had to only use one devise on the wifi at a time due to it being so slow. I was told to just reset the box or that there was no fault (BEWARE they WILL charge £64 every time they "don't" find one) I was never offered an engineer call out even though my landline and broadband didn't work. Eventually someone with some sense helped and sent one who discovered the issue was with the wiring on the phone poll to our house so it has been there since moving in. I then disputed that fact so as to get compensation for at least 8 months but was told as a "good will gesture" I was only able to receive £60 which barely covers the cost of calling them on my mobile since my landline didn't work let alone the charge I was given by Plussnet themselves for the apparent no fault in the first place. Trading standards states that the company must provide at least 50% constantly of what it contracted I received less then 12%! To top it all off the manager was very condescending and I hope I never have an issue again so that I don't have to speak to them!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stourbridge, Plusnet  
Do not use this conpany it is shambolic something needs doing about them.They do not know what customer service is absolute incapable of doing there job's.I an still waiting for my refund.I have tooo my complaint to the FSA everyone who has experienced the same thing should do the same.The stress and upset they have caused me is unreal.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Doncaster Plusnet  
Helplines always busy, 15-30mins or more. The staff are always protecting their own backs. The accounts dept are useless. They are still better than some.
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Cambridgeshire Plusnet  
I am paying for a fibre optic internet and myspeed is never over 2mbps and drops 100 times a day.Tried toget i. touch with plusnet, each time wait over 35min on the phone and still have the same problem
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Staughton Plusnet  
I was trying to reset my password using my android mobile phone. The site is not working properly: when you click on the "reset" button nothing happens. I get into a chat and ask for assistance. Assistance? No way, I was patronised and harassed for being a woman. Told to get a family member to help me cause I was doing something wrong, there is no such a thing as a reset button, you are licking in mobile option instead of Broadband as you should, etc etc. I asked a friend to do the same from her mobile (not android) and it worked. I reckon their QA did not spot the fault in their website yet. It is clear for the that the link is broken but "Shanny" on the chat does not seem to understand that and assume "Ana" is dumb and does not know how to reset a password. I wish I could add the screenshots I took of the conversation. Disgusting. I wish it was 2 weeks ago and I would have cancelled the service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Plusnet  
worst provider, customer service access takes ages. they promised not going to charge 0845 and started charging, every month I've to call to get this clarification,still struggling. Don't go near them.
Reading Plusnet  
Not happy with plusnet been messed about by them for weeks now moved house only a cross the road they book a B.T engineer come come out on the 6th oct to conect my phone line took the day of work & nobody turned up rung them then they booked it in again for the 21st oct took day of work ones again nobody turned up so got intouch then got a text message saying it WILL be on by the 24th oct can take up to midnight so waited again no phone on now they say it was a mistake about the 24th telling me now i have to wait 72 hours for there supplyers to get intouch with them to see when it can be put on WOT A LOAD OF CRAP just sick of getting messed about by plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
yorkshire Plusnet  
Bad, interrupted wifi service, even though we recently moved to fibre optic. But the worst thing is the ABYSMAL customer service, for which you never wait for anything less than 30 minutes to be connected! Incredible in this day and age!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London E2 Plusnet  
There a joke wish we never went with them charged us for 056 number and didn't tell us u had to pay for them when every other companies don't charge
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Plusnet  
Speed was always poor and connection erratic. Changed to EE and speed was immediately excellent and connection continuous on same landline etc. Despite excuses and prevarication for over a month, Plusnet now want to penalise me by charging over £50 for cancellation which they intend to take from my credit card without my permission. Be very careful if you deal with this organisation!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sheffield Plusnet  
Being a customer for 7 months, internet has been moderate for the rural area.
I planned to move address and not take okusnet with me so booked cancellation day of the 30/9/18.
They closed my account in the 7/918 and have left me without broadband or phone for 3 weeks. Not helpful when you work from hone often. Asked to be switched back on and the reply was yes you can have the phone line back on Monday but the B.B. will be a week. Sorry for ya being complete idiots and closing you down early have a nice day!!!

Do not entertain Plusnet as a phone and broadband supplier, long wait time on customer service, direct debits cancelled and have to be reinstated through the term due to their incompetence and they choose when to close your account after you’ve given them a date.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Richmond North Yorkshire 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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