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
    3.5 stars
  • Customer Service
    3.7 stars
  • Speed
    3.2 stars
  • Reliability
    3.3 stars

Based on 2147 customer ratings since 2021-05-18 (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.

3,556 Customer Reviews over 89 pages

  • Reviewer
    Location
    West Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We moved my mothers phone line to Plus Net. My mothers care line is essential and operates through the phone line. In over a week the phone has not worked since the day of the change over. The call centre are no help at all and we now have to employ a carer to visit as my mother in is danger without a phone line. Plus Net have done nothing beyond saying sorry x 100 times, this does not help. I would not suggest moving to this terrible service provider.
  • Reviewer
    Location
    Exeter
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      4 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered my broadband connection from Plusnet on the 20th April for connection on the 27th April. As of today, 24th June I have called Plusnet at least 17 times, each time they have raised my issue with Openreach and I still do not have an internet connection in my flat. I am supposed to be working from home. Their customer service staff seem to be doing their best, but they cannot give updates where none exist, and when updates do happen they are all contradicatory. Utterly appalled at the incompetance of this company.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First things first if I could put a minus score for plus net then I would!

    Had a Internet speed problem back in February this year. Rang customer service long story short bt engineer was call out. The engineer came to the house on 4th March this year however the engineer couldn't fix the fault so advised plus net to replace router to see if that fixes the problem. Recieved new router about a week later rang plus net to let them know that I've the new router and I have connected up and that they should be able to track my speeds and get a better idea of what the full problem is in hope to fix it however my speeds didn't improve I was still getting less that 10 mbps on a fibre broadband of up2 38mbps. So adviser told me let me update the faults and let them look at it themselves so I agreed they came back to me two weeks later to ask me to do some channel hopping the best speed I could get was 11mbps so he went away to speak to a college about this and came back with the advise that they need to look into further settings and they would inform me if the problem is fixed however nothing they did with the settings worked they made the speeds worse. Recieved an email saying that I could leave my contract without penalty as it was past 30 days since I first reported the problem.however I didn't feel that we reached to this stage yet and that there was still things we could try to fix the problem HOW STUPID WAS I! So we tried other solutions but nothing worked. I was in a Microsoft teams meeting on the 25th April this year and on 4 separate times during this meeting my Internet cut out completely I had enough I couldn't work with speeds like this so rang customer service again and told them to fix it or I leave. So got an a*sehole of an adviser on phone telling me that my speeds are fine and that I have to many devises connected at once which was bull s*it only had the 2 phones and my laptop connected long story short I was put though to a manager and he did a speed test and found out that there is a fault and that he will get the faults team to fix it but I had to give them time to do so however I had a call on the 4th May this year telling me that no one could fix the problem at all and asked me what I would like to do I said leave my contract without penalty that was agreed adviser told me that my final bill is 37.98 after deductions and my services will continue till the 1st of June I was happy with that but I woke up on the 12th May to a bank notification saying that I have gone into an unplanned overdraft I thought what the hell checked my bank straight away and found that plus net has taken 95 pound out of my account and sent me over drawn rang plus net straight away regarding this payment to get an a*sehole of an adviser on phone he told me that this was my final bill and that my services havnt been cancelled properly I was fuming and explained that I paid my final bill and that my account should be cancelling down over the next 30 days I told him to make sure that he cancels my account and I want the 95 pound refunded back to my account by the end of the day he persisted to tell me that they can't refund the money as I owed it I produced and email I received on the 5th May to confirm I paid my last bill and I asked to speak to a manager. Manager comes on the phone I explain the situation and he said he would phone back once he applied the refund. As soon as I put the phone down I realised my router was flashing Amber with a red briardbsnd light so rang plus net back explained about my router and the conversation I've just had with customer service that adviser put me through to the faults team to solve my issue got told aload of bull s*it about a fault on my external line and that I should have my services up and running within 4 hours however my services was not reconnected within those 4 hours so I rang the faults team back explained about the refund and the manager not phoning as well as services not being reconnected I was informed that the refund hasn't been put through and they can't get the services back up and running because the first advisor I spoke to that morning ceased the line rather than a cancellation which automatically disconnected me from the main external exchange box so I hit the roof rightly so told them what am I supposed to do without services as I was due to start a new job from home the next morning I was advised that there is nothing they can do so basically I became more frustrated and requested to have a manager on the phone immediately I spoke to what I thought was a manager however it was another customer service advisor as I later found out explained the full situation to him and I made it clear that I want a refund of the 95 from the morning and wanted services up and running so long story short they offered a good will gesture for my services they requested my refund by 3 different methods now were on the 22nd May still no refund received AVOID AVOID
  • Reviewer
    Location
    Greater Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Service provided is intermittent, working then failing for few minutes to hours or even days at a time. No issues with the line.
    Been a customer for 9yrs and the service was once very good but has become very poor in the last 2yrs.
    Renewal email not received and automatically changed my tariff to a much more expensive cost for exactly the same product being sold for less than my contract was initially, but I get irregular service...? Surly I should be on a better product at more than £12 monthly increase to the product on sale or what I was originally on considering I'm a "valued customer", but no, instead I'm subjected to abusive, ignorant and argumentative customer service advisor telling me my email settings must be sending their correspondence to junk regarding change of bill even though I receive their monthly bill's and junk emails on various offers to my inbox...very convenient for them. Instead of apologising for the missed communication (probably failed to send with one of the regular internet outages) the customer service rep was aggressive in his argument that he and plusnet were right and I was wrong and clearly wasn't a rep who stands by plusnet's own slogan "we'll do you proud"...sorry plusnet but I'm no longer proud to be your customer and so I've now cancelled my line rental and took my business elsewhere, hopefully I'll get much better line connectivity and customer service as a whole. I for one will no longer promote plusnet as a good all round service when I've received no service this time and as a once long time customer, I'm appalled. Be warned, dont take their awards as a guarantee to good product or customer service, it certainly wasnt award worthy what I experienced, but then again I was already paying and not a new customer so I guess I no longer qualify for the quality customer service experience they claim to have.
  • Reviewer
    Location
    Portishead
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I moved across from sky when I saw an offer of an Amazon gift card in January. When speaking to the sky advisor he hoped that I didn’t have trouble as he has heard of a lot of issues and speed problems. I wish I had listened. I went for super fast fibre optic which I had with other companies with excellent results even on Wi_Fi. Working from home I need a reliable broadband however he Wi_fi download and upload speeds are terrible. Download speed has been max 25mbs which makes working efficiently impossible. In the T&C for the voucher it stated that you had to wait 3 months before it would be sent. I waited and spoke to an advisor who told me they never offered Amazon vouchers and I needed to respond to an e mail sent a week or so after connection.
    Being greeted with just “hello” when calling is really unprofessional. Needless to say I can’t wait to get out of this contract. Avoid at all costs
  • Reviewer
    Location
    Leamington Spa
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    I have been with Plusnet now for approx. 8yrs and I have to say, I am getting fed up with it and thinking of changing my provider. They falsely claim to have "Award winning customer services", which a downright lie. They have just removed call features from my phone account without consulting me. Their service for renewing, changing or ending contract does not work. You get constant nuisance phone calls without protection. Their appalling customer services is exactly why people are leaving Plusnet. In fact, Plusnet have actively been pursuing a policy of disconnecting and avoiding their customers to the point of antipathy. They cannot be contacted since they avoid answering the phone. Their Facebook page has no messaging or review functionality. They have removed their contact form from their site. They have no contact email address. In other words, they DO NOT wish to be contacted by customers. Avoid Plusnet, because if you have problems with your Broadband, phone or anything else, they don't want to know.
  • Reviewer
    Location
    stockton on tees
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i paid up in full and there router failed and they would not fix it so i joined another company and without telling me they reported me to arvato saying i owed the £240 pound for a cancelation fee they aer the biggest crooks i have ever been with
  • Reviewer
    Location
    South Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Advertised as having award winning customer service. If their broadband worked and you got the service that you paid for then they wouldn't need customer service.

    Consistently slow speeds at more than 20mbps less than advertised, days on end without connection, the router provided is more use as a doorstop. There is nothing about Plusnet 'superfast fibre' that I can recommend. Just terrible.
  • Reviewer
    Location
    Scarborough
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    THE WORST COMPANY I HAVE EVER DEALT WITH!!! I called Plusnet back in October to cancel my policy as we were moving address and they didn’t provide internet in that area. We then called them again and made a payment of £50 and was told this was a cancellation fee which it wasn’t and instead we paid for a service we no longer needed in an area we no longer lived. While we were customers with plusnet they over charged us each month we were with them. This issues has been going on for over 6 months now with no resolution! Their customer service is shocking and It would be a shock if you called them and only spoke with the one person as we spoke with multiple issues with each call. I have set up over 3 complaints with Plusnet which have not been handled or even looked at for weeks at a time. DO NOT USE THIS COMPANY THEY WILL DRAIN YOU OF ALL YOUR MONEY AND YOUR TIME!!!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Honestly the worst company ever I'm surprised they even got 3 stars. I'm not the person to write reviews but this one deserves it. They are disgusting and they false advertise literately everything. I'm telling you buy into it as you will be writing a review just like me saying they've robbed you
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Comments
    Disgusting and Appalling
    Contacted them at 19.47 on the 13/05/21, after explaining the problem to a girl several times I was told "I'll just have to put you on hold for a minute" after being on hold for 10 minutes I was automatically cut off without further contact or resolution. I know their "help service" closes at 20.00 but for her to use "on hold/ cut off" tactic is disgusting and appalling.
  • Reviewer
    Location
    Dorset
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful customer service constantly given different answers to same question very unhelpful cancelled at earliest opportunity thats tomorrow apparently!
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not touch Plusnet with a barge pole. They just cut off my internet at no notice. In the end it was cut off for 2 days. I, like many others was working from home during the pandemic and had no warning and anytime I called Plusnet they couldn’t rectify the issue and couldn’t tell me how long the internet would be off for. When I complained (many times) about my 2 days of missed work they eventually offered £2.22 in compensation! What an insult! They then basically told me to shove it and take my complaint to the ombudsman if I wasn’t happy. I would warn anyone against them unless of course you’re happy to pay a lot of money to have your internet cut off for days on end at no notice.
  • Reviewer
    Location
    Berwick upon tweed
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I was left for months with no broadband at all, the customer service advisors were very friendly but gave numerous excuses, from there was a problem at the exchange, to we will get an engineer to call you (which I am still waiting for). As if this wasn’t insult enough, my daughter found out that I had been paying twice each month (2 different amounts). I was promised this would be refunded nearly 2 months ago, I am still waiting for my refund, numerous calls later and no fix, or solution, I I have had to find a new supplier, and behold I have internet with great speeds. Sorry Plusnet but when you fail, you really do it epically! Please pay me my money back, after all I was paying twice for nothing!!!
  • Reviewer
    Location
    North Lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    After being a Plusnet customer for a good number of years, I had to take the decision to change providers. Speeds kept dropping and with teenagers in the house this was a cause of great distress. Games took hours to download, phones kept dropping wifi and tv streaming was nearly impossible. This was a huge disappointment from the great service we had in the early days with plusnet. Plusnet did change the router which made slight difference but not enough to make us stay, unfortunately.
  • Reviewer
    Location
    South
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ignore these greedy pigs. Not only is their broadband speed terrible, equipment cheap and noisy they are also greedy pigs and will increase your prices mid-contract. AVOID.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am writing this review after previously being with Plus Net and going back, foolishly thinking they're service would be as good as it was before.

    Before I begin there was a gentleman on Manchester support team who was incredibly helpful. I am now at the conclusion that Plus net are either buffoons or crooks. You decide.

    My connection has slowly gone downhill, not by speed, but by quality. I am already in a slow connection are due to my distance from the exchange however my latency has always been great so this is forgiven (love my gaming).

    During this increasingly infuriating issue I have been in contact with support, who initially took me back as to how professional they were. They didn't ask me to go through there usual script of things as I had already given them the list, and instead used logic. However after these attempts had failed, I contacted them again.

    My first two attempts to make contact again was met with simple tests, which had already been done. Unable to look at previous tickets, I humored them with the same results. They replied with a frankly ridiculous chart of numbers showing how stable to connection was, obviously designed to confuse rather than be informative. I replied stating stability was not the issue, the latency was.

    After waiting several days, and replying to yet more menial tasks, and even at one point, them just sending me a message saying "Your issue is fixed" with no context, I replied yet again with the same list of attempted fixes and issues which they were seemingly unable to find from previous tickets again.

    This time, the WIFI was blamed. Considering I stated on no less than 8 occasions the desktop is hard wired and answered this pointless accusation with the same list of things. I am currently awaiting a "Response".

    I am almost 99% sure the issue is because the connection is being momentarily throttled as the neighboring traffic is too much for the system so it is queuing people to let them through. At this point if they would just admit their fault and give me a timescale for correction/improvement I wouldn't be so annoyed. However it is now painfully obvious they just here to blind you with science and take your money for a less than mediocre internet connection.

    Being "Best Provider Customer Service" is all good and well, if you provided a good service to support.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet, I would not go near them, and when we complained they basically bullied us into dropping our complaint. Thankfully BT were willing to buy us out of the extortionate cancellation charges. Do not go near this company if you rely on your internet for anything.
  • Reviewer
    Location
    Dewsbury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have been a customer for 18 months & recently renewed my contract because the broadband is much more reliable then their bigger competitors. I was eligible for a £50 cashback reward which arrived in 5 days. Also love that you speak to someone local when you call.
  • Reviewer
    Location
    Chelmsford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Complete shambles...big promises but on the day of plusnet taking over all they managed was to disconnect my omd supplier then completely fail to take over themselves..told could be 5 days of no internet service..appalling..
  • Reviewer
    Location
    Birmingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Absolute joke of a company, they pride themselves on excellent service, absolutely useless and incompetent.
  • Reviewer
    Location
    Barnsley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ive just left shell BBand after winning a ombudsman case against them for price hiking during a fixed fee for 12 months.
    Ive now been with Plusnet for 2 months and guess what, Yep they just put the price up, so its back to the ombudsman again.
    These 2 bit companies are not worth the hassle, I didnt realize that by joining plusnet there wouldnt be any customer service email address and that broadband drops 3 or 4 times a day...I will go to court before i pay any price hike, fed up of these scam companies..Avoid like the plague
  • Reviewer
    Location
    Stoke on Trent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been poor since day one. Thought I was upgrading from the move from sky but how wrong I was. Can never seem to get hold of anyone in customer services and online support is useless
  • Reviewer
    Location
    Cardiff
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely rubbish keeps cutting out everyday only have 2 devices using at any one time. Most unreliable internet I have ever had suppose you get what you pay for which is rubbish service. Gives you a voucher for £60 which was in March 2020 and you still can’t spend it have tried always. If you want worst provider for internet Plusnet beats them all can’t wait till I’m out of this contract.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Signed up for the cheap broadband offer and was pleased by service. I was kept informed throughout and the router arrived on time. On transfer day I was without internet for a couple of hours but when I phoned customer service the problem was immediately fixed. And I received my £75 payment card within about 10 days. So everything went well.
  • Reviewer
    Location
    Staines
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The speed were so slow I had to take out unlimited data on my mobile. After months of speeds that are worse than dial ups I cancelled in disgust! I went to pay my final bill but the idoits had shut my account down. They haven't tried to contact me AT ALL until today, I get a debt letter demanding £140!! £140 for something that doesn't work!! DO NOT USE THIS DISGRACE OF A COMPANY!!
  • Reviewer
    Location
    Maidstone
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    I'm new to Plusnet and transferred on recommendation from a neighbour. Signed up online to a package, everything arrived OK and my phone/internet is up and running.
    I had a shock when I got my bill and had to call customer service, I got through very quickly to a guy called Alistair Leonard who was able to answer my question and sort my query.
    I was expecting a long wait and then struggle to speak with someone and a bog standard answer to my query but got none of it. Most reviews are poor my my experience was excellent so well done Plusnet.
  • Reviewer
    Location
    Trowbridge
    Reviewing
    Plusnet
    Date
    Comments
    If you have a life to waste spending on the phone to be passed off and have money in the bank for them to freely take without explanation to receive no services, feel free to sign up! Do not do it!!!!
  • Reviewer
    Location
    Northumberland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    I was a customer of Plusnet for many years when suddenly they sent me a bill forty times what it should have been. I queried it and they accepted it was wrong and they cancelled my direct debit to avoid overpayment. Since then I’ve spent many hours on the phone, have spoken to over 20 people in Plusnet. All agree that they made a mistake but this led to their system terminating my broadband, closing my account and hounding me for payment including through a debt collection agency. It’s been the most stressful two weeks I can remember and now I’m without broadband and all the associated services whilst waiting for a new provider to be set-up. And I read that Plusnet have award winning customer service…..
  • Reviewer
    Location
    Brighton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Router keeps disconnecting and getting worse by the day.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Plusnet
    Date
    Comments
    Internet and rooter ok no problem there
    ok for first 3 months on payment system.
    now i am having problems with the billing system.
    They tell me my direct debit is wrong
    and my Debit card is declined
    when i know full well it is fine.
    I cannot trust them any more.
    Do not use Plusnet.
  • Reviewer
    Location
    Rugeley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    broadband cuts out maybe once or twice a day and for the past 2 weeks has been awful. upgraded to 'fibre' months ago to get a faster connection which gave us upwards of 40mb/s (not great but a definite improvement). now we are back to getting less than 15mb/s with no explanation or hope of improvement. shambles of a company.
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I got plusnet after seeing their advert. "Award Winning Customer Service. The internet barely works, when I got it installed, they emailed to say great news, your services are live. Problem was, they hadn't sent a router. I was told they would compensate me with £35.00 credit, that was about six months ago and they didn't pay it and despite asking, there's no record of it. Very poor service as well as poor broadband
  • Reviewer
    Location
    South West
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    Sometimes review sites really just need a 'no stars' option... and this is one of those occasions. Plusnet customer service is beyond appalling. The staff are polite and apologetic but when you really need them they let you down badly - repeatedly. It takes over an hour to get through on the phone. If you raise a ticket it will be days before they look at it - they may not look at it at all. They say they will do things and don't. Their automated fault reporting system doesn't report faults. Their automated billing system raises random bills. When your bill is due they block your access to their website so your only way of logging in or contacting them is via another internet provider. Honestly, I could go on all night. There are thousands and thousands of furious customers. How they are still trading is a complete mystery.
  • Reviewer
    Location
    West Malling
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Broadband move with Plusnet - an unmitigated disaster. Notified months in advance and only delivered almost a month after being in the new property.
    Numerous telephone calls and emails ignored or left open - at a time when we all work from home.
    Appalling - especially at a time when the UK has third world broadband speeds too. Avoid!
  • Reviewer
    Location
    Magor
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    This is my second review of Plusnet, the first was a very positive review after my broadband had been switched, but the router hadn’t arrived due to post delays over bank holiday. This was sorted out quickly and efficiently by Plusnet.
    Now I have had chance to use their broadband for a number of weeks and in my opinion it is excellent. The speeds are higher than predicted and I have had absolutely no outages or disconnections and our household is a fairly heavy user of broadband. I read many reviews about Plusnet on this site and the majority are very negative so it was with some trepidation I decided to switch, but I came to the conclusion a long time ago that the people more likely to leave a review are those with a bad experience and the people who are perfectly happy don’t bother. Hopefully this will balance things out slightly.
  • Reviewer
    Location
    Liss
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      4 stars
    • Reliability
      3 stars
    Comments
    I called plusnet to change the account from my husbands name to mine. I explained to the operator that my husband has recently passed away and I had found an email to him from plusnet requesting we call to discuss what plan we wanted to be on when our 2 year contract ended in a couple of months. The operator took a while to understand but eventually after offering a cheaper price we agreed that the account would close when the contract expired which gave me a few weeks to get set up with another provider. Our Internet coverage had been playing up quite a bit recently and in fact wasn't working at all that day. I was told that there was an outage but service would be resumed ASAP. Next morning no Internet and now unable to make calls on the landline. I called at exactly 8am and got through very quickly. After quite a while I was told that the account had been closed the previous day and I no longer had access to the Internet. This was very bad news as so many things still have to be arranged for my husbands funeral. I now have no Internet or phone. Plusnet claims to want to care for its customers needs is a sham. At the worst time of my life I have been left totally without support. We were with plusnet for more than 20 years and truly did not deserve such appalling treatment. Shame on you plusnet.
  • Reviewer
    Location
    Leeds
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Until now I have always been happy with Plusnet but since I moved from Norwich to Leeds 2 weeks ago their customer service has been appalling as I tried to get the internet connected to my new address. After many phone calls and getting shipped between various departments to no avail I was lucky to get Darren Greenfield in Technical Support who sorted me out efficiently and got my internet connected at last. Unfortunately he seems to be a rare bird amongst a lot of useless incompetents. What a shame.
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Plusnet
    Date
    Comments
    Avoid like the plague. Broadband is slow and unreliable, going on and off. Can't wait to cancel it really right now. Should give them 0 stars for that piece of ****.
  • Reviewer
    Location
    nottingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Astonishingly bad customer support,,continually deny there is anything wrong with my connection,""why would they think that people would spent 30 mins of their lives getting through to customer support just to lie and pretend they have problems when they don't??""they absolutely do not want to fix this un-reliable unusable internet connection,PLEASE read the reviews and ignore this company like they don't exist,,I don't want,,""THAT'LL DO"" I want an internet connection that actually WORKS CORRECTLY avoid like the plague

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