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
Order was due for delivery on 2/9/15. My existing broadband went off and I had no service. Spet over 12 hours on the phone with unhelpful and rude support staff. After 2.5 weeks took legal advise and cancelled the service. They then tried to charge me £188 for the phone part of the package. More legal advise and they backed down. Moved to Sky without any problems
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
Recently changed back to Plusnet from Talktalk. Everything now works fine for me and the current deal is cheaper than the old one. So all in all happy I made the change.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
West Midlands Plusnet  
2 months after switching my ISP (using MAC code etc, as advised), clearing my last bill and cancelling the direct debit, Plusnet started harassing me for 25 quid. My crime? To have switched to a service provider they didn't like (Post Office). When the salesman told me this charge wouldn't have been applied if I'd switched to BT, I laughed in his face and hung up. Now I'm getting debt collectors' letters
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Plusnet  
I decided to sign with Plusnet. Major waste of time.

The day I signed up I was alerted that my old provider had blocked the deal from going through. I explained that my old provider contract was terminated. I then received confirmation that everything was fine and the order was back on track. Great!

14 days later, still no router, back to customer service I go. A bit of waiting around but another representative assured me it was in the post. It arrived the following day. Great!

Days later, internet still not activated. Back to customer services and a representative eventually tells me that my old provider had cancelled the order. I explain this had happened already and that I received confirmation that it was no longer an issue. 5 minutes later the agent replies ‘It has happened again’ and confirms it would take up to 12 days for my internet to be activated… Not great!

I ask Plusnet why they had failed to inform me and why they had sent me a router out without mentioning it? Also, why had they waited for me to ask them? Another 5 minutes waiting and I got the reply:

“So i looks like the automated systems have closed the tickets which we reply our messages to the customers too. in we we do apologise about this”.

After 1 hour and 20 minutes in the chat I ask for my contract to be terminated. The representative does not reply, just disconnects...

Additionally, the router they sent out looked like a cheap piece of crap…

Looking for a new provider? I’d avoid Plusnet if I were you!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Plusnet  
Disgusted...
Left Plusnet and since them they have made as difficult as possible.
They have received the payment but passed on the debt to a debt agency and are now adding changes and still haven't confirmEd the case is closed.
My advice... Stay away and don't believe the marketing. They will try to profiteer from small debts blaming processes and procedures for it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Manchester Plusnet  
Ordered and paid for my broadband and internet at a overall cost of over £80 on 3 April, and after multiple issues, been given the wrong information about whether to be at the property or not for phoneline testing, rescheduling as a result and duplication of orders by PlusNet, I still don't have internet for at least the next 3-5 working days!!!We are now on 21/04/2016 and by the time my line will be working (hopefully) it will be longer than 3 weeks. Terrible customer experience, terrible answers and shifting of blame to BT without an adequate response or solution, not getting back to you without having to contact them first. Also, every time you call you end up waiting for consultants, sometimes up to 15-20min.

Rather avoid and go somewhere else unless you are extremely patient and don't care for having internet anytime soon.

So frustrated with the terrible service I have received so far, and to top it all off PlusNet has advised that they can't even cancel the order until they have completed it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Don't ever get plus net, completely trash, seriously. ending my contract asap,

The connection plays up so often, i'm more supprised if it runs smoothly.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hackney Plusnet  
Not able to use phone for ten days, phoned on numerous occasions. The customer support is an absolute disgrace. Avoid!
Don't be fooled by the adverts, this company is teribble
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
coventry Plusnet  
Took advantage of a pensioner by overcharging for years. Then failed to honour the "upgrade" to his account after this was highlighted and continued to overcharge.

I only noticed again 6 months later that nothing had been changed as instructed. They said they "couldn't find" any records after telling me they would review the call, the recording of which then "went missing". For good measure they then just ignored all this and failed to get back in touch for a 3rd time.

If you're no prepared to monitor them all the time they will rip you off. if you're not tech savvy they will rip you off. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Paying for fibre and last test returned results of download 0.8mps.
Absolutely useless.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Plusnet  
Place my order, no updates whatsoever, called them the day before installation, my router had not been sent out and the operator thought I'd be fine with him just sending it out then, no if you can't send a router in 2 weeks when you're trying to get me into your service there's no way I will trust you further.

I cancelled my order and now I've received a bag for my old router that never turned up and a letter welcoming me on my sign up, I'm still waiting on my refund. This company is a shambles, I cannot comment on the service since they can't even process an order, avoid them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rotherham Plusnet  
Shocking Customer Service


Don't be fooled by the adverts this…

Don't be fooled by the adverts this company's customer service is a disgrace. Numerous calls, no action , passed from pillar to post , no resolution, no clue 
Avoid!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Coventry Plusnet  
Absolutely awful, no internet for over a week now, still in contrac,t but as they are not fulfilling their part of the contract it is void and if they try to get a debt agency after you, just tell them its in dispute and they have to back off, do not pay for a service you are not getting. Begin a switch with another provider and as soon as it goes through, cancel direct debit. A class action is needed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Customer service what Customer service it's like a joke phone line to ring you will get though but it will cost at least a hour of your time, and still not get a result
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
grimsby Plusnet  
My BT contract was expiring in mid December so I contacted Plusnet on 21/11 and arranged to transfer broadband and calls. Despite the 10 day transfer claim, by 8/12 I had heard nothing further than the initial confirmation email and the deduction of my 12 month advanced line rental. I spoke to some unhelpful person in an on-line chat who said there had been a problem but nothing had been done about it and he didn't even know what it was (and couldn't arrange for anybody to contact me)! So effectively nobody was bothered until I had asked for an update. He couldn't cancel my order and I had to call the cancellations team at 0800 the next morning which I did and spoke to a very apologetic individual who promised to look at it again and speak to the technical team. He would text me with an update (or call) and I could proceed with the cancellation if I still wanted to. Needless to say there was no further contact so today (6 days later) I have finally cancelled my order because the customer service advisor told me that there was still no progress (over 3 weeks after the initial order!). Shocking service. The company had done nothing about the initial 'issue' whatever it was (nobody could tell me) and the follow up was equally bad. I wouldn't recommend them to anybody (and I now need to spend another few hours looking for the best deal!).
  • Satisfaction
    1 star
  • Customer Service
    1 star
Ayrshire Plusnet  
What a waste of time. Twice they took my order for fibre b/band and twice they cancelled it, along with the protracted rigmarrole of trying to get my deposit back. Look elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Windermere Plusnet  
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.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brigg, Lincolnshire Plusnet  
Been with them for five years and live out in the sticks. The service drops down when it rains and they seem incapable of understanding this despite repeated calls to service and visits by BT and Open Reach engineers (always on dry day). Not sure what 'Award' they won, but very disillusioned with them and their useless customer service and reliability. A
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Godalming Plusnet  
I really don't know where to begin. We have had a broadband and phone package for over two years. the speed has always been slow but tolerable . recently my pc has got worse with speeds of 0.25 mbps which is on the verge of nothing, hence my pc struggling all the time. I called to ask about improvement and pretty much nothing was done. I then called again (waiting 47 minutes to get through)to ask about leaving and they really didn't care. they charged me £76 to leave after two years but worth every penny to escape these people.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
oxfordshire Plusnet  
Probably the worst provider of Internet ever, been with them for 4 years decided to go for fibre. Told change over August still waiting for connection in November, today got letter for £275.00 from debt management on behalf of plusnet. My advise DO NOT deal with them they are useless oh I am a pensioner WELL DONE Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochdale Plusnet  
never ever go with PLUSNET! We supposed to have fastest speed but having 70% less from promising, keeps crushing. Customer service waiting time 45 min. to speak.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CLITHEROE Plusnet  
Started off well, with OK speeds and responsive customer service. Now we have 2 months of very low and intermittent speeds. No doubt this is a local line issue for OpenReach to fix, but Plusnet customer service has hit rock bottom - no response to emails; online chat off line; 45 minute !! wait time on the phone off-peak, and currently waiting in a queue for 15 mins......BT Retail was more expensive but the customer service was actually better. So, definitely can't recommend Plusnet at the moment (Sept-Oct 2016).
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Herts Plusnet  
Signed up with them 3.5 weeks ago. There have been various organizational problems like forgetting to actually send the router, and they are still sorting problems with the speed out. The thing I am extremely disappointed about is the amount of time you have to wait to get through on the phone once they've got you as a customer. 50 minutes this evening. With all the problems I've been having since becoming a customer, I have wasted so much time having to hold on waiting to speak to someone. The only reason I went with Plusnet was because it supposedly has a good reputation for customer service. I wish I had stayed with BT whose customer service is not this bad.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Malvern, Worcs Plusnet  
Very unreliable broadband. Off line frequently in the evenings and a minimum of a 30 minute wait for customer services. Ive been with plusnet for 5 years and as theyve grown theyve got worse. As soon as my contract is up Im leaving. Dont believe the advertising, they are awful, read the feedback on their forum.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North Yorkshire Plusnet  
worse customer service very rude, no help, very poor quality service may be cheaper but iys not worth it keep away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sidcup Plusnet  
Placed an order engineer came did installation waited 3 days for broadband to come on after several calls and a very bad experience with the customer service was told we have not put order in for broadband it will take another 7 - 10 days waste of time company STAY AWAY DO YOUR SELF A FAVOR
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke On Trent Plusnet  
Absolute joke of a company.

Tried signing up in December. Order apparently went through however no confirmation email. Called the next day to see if all was okay, and was told the order was on hold as the address does not exist. Was told to phone Bt up (my current provider for 6 years at this address that apparently does not exist) Bt advised me that Plusnet (part of BT) should have completed an address update request however they offered a better deal than plusnet so i decided to stay.

I cancelled plusnet that day (23rd Dec) and got a text (no email still) confirming that a refund of the up front payment will be done within 7 to 10 days.

It is now January 17th and still no refund. Plusnet called me early January to see why i have not completed my order?? then after explaining it he tried to get the refund sorted, 20 mins of faffing around and he stated the system is having issues and would call me back.

Today Jan 17th i phoned to see how it was proceeding, after the CS agent tried for 30 mins to get the contracts team to sort it out, he came back saying plusnet systems have an incident and cannot do the refund yet as the systems having issues. But don't worry im told it's not just me it's affecting other customers.

Save yourself the hassle they may be cheaper but the saying you get what you pay for (or don't in my case) is very true here.

How good do youy expect your broadband to be if they cant even get an operating IT system for themselves?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
maidenhead Plusnet  
This has to be the worst provider in the world. Online customer service leaving me when I mention problems. Phone customer services the same. It's true you pay for what you get, in this case a piss poor service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romford Plusnet  
The worst broadband I have ever used. poor service, I pay for up to 16.5mbs, I get 2mbs, my upload speed is 0.20kbs and my ping is 199.4. it cuts in and out. it is really really slow. just loading google takes forever. I have talked to them on the phone and on live chat, and they say there is no problem. and that is the speed I pay for. but the thing is 3 weeks ago I was getting 16mb on this speed checker, so how can it drop so much, to the point you can not view youtube, check bank balances, and stuff like that. they have a moto, plusnet we do you proud, I have another one, plus net, we don't deliver. my mum has the same problem at her house, and she is 8 miles from me, and my dad who lives in Doncaster warned me before I even took the contract. and silly me went for the contract for the £50 cash back. I was better staying with fuel, who were always good to us. I think this is the worst internet service provider we have ever had and we have probably tried most of them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sheffield Plusnet  
Nightmare. Customer service is appalling. They just don't give a damn! Phone calls are hideously expensive. Call centre never answer. AVOID!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
King's Lynn Plusnet  
Fast fibre optic let down by daily outages of several minutes, for no obvious reason.
Customer service appalling; miss one DD payment and they immediately (on the same day) turn off the service, very difficult to log back on to pay the arrears if your internet doesn't work! Best avoided unless you have no choice of provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
lancashire Plusnet  
Surprised to read the negative reviews of PlusNet on here. I've been with them for 10 years and I cannot fault their customer service and value for money. Ordered PlusNet TV and the youeview box came the next day! All worked perfectly, and whilst I was on the phone they offered a reduced renewal on my broadband which meant the TV package was was effectively free. Speed seems fine, we watch netflix, YouTube etc a lot with no problem.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Salisbury Plusnet  
customer service rubbish keep losing connection with broadband
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
johson Plusnet  
had plusnet 2 year contract broadband was slow upgrade to the best speed they had for 6 months no better engineer came out was informed fastest i could get was 21mb i was paying for 76mb only got 1 month back of the 6 months extra payment i moved to virgin when my contract was up and they had the cheek to chase for £9 i apparently owed awful company stay clear
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WIRRAL Plusnet  
Never had a problem with them. The broadband has always been reliable and consistent. Customer service have always been happy to help and I've just got a discount through webchat when renewing.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Hartlepool Plusnet  
Switched over today to PlusNet. switch took less than 5 mins!!
Wow excellent service
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Hampshire Plusnet  
Called today Tuesday 02/11/2055 waited 1Hr 3Min for answer, absolutely
unexceptionable. Will be moving to another provider when contract ends.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Edinburgh Plusnet  
I wish I hadn't changed from BT. The Plusnet router just keeps dropping out and even when it does work it's incredibly slow. This didn't happen with BT. Getting in touch with Plusnet is not easy and when you do think you've resolved a problem it never actually is. Plusnet are absolute rubbish and I can't wait for my contract to finish so that I can get back to BT
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shropshire Plusnet  
Worst broadband i have ever had. Worked for first month then became very slow and kept losing my connection. Been like this now for six months. Cant wait to get rid of the pile of crap. Customer services total joke. Would never use this garbage again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rotherham Plusnet  
Been with plusnet since the start of September '19, within the first week I was getting 17mb/s now Im getting less than 1mb/s, it consistently losses signal and I have to spend an hour or more going round and round on the plusnet hub manager trying to get it to connect.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Whitby 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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