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 5394 customer ratings since 2019-12-01 (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.

3223 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Have a terrible upload speed and Plusnet don't seem able or willing to assist. Plusnet I am not dismantling the master socket and use a cable 3 times in 24 hrs to give you readings, this is your problem to fix but as you say I have to wait until September to leave or pay a release fee or pay for an enhanced package.
Now to cap it all I can't access my a/c and the internet is littered with people having this problem going back several years.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Poole Plusnet  
I've now been 2 days without broadband since they took over my line, without delivery my router in time.

I'm having to have unpaid days off work as a result, and they just don't care. 'nothing we can do sir...' And they mention it in the router despatch email 'it'll take 3 to 5 days to arrive... We aren't liable for it being late etc etc etc'
In that case, don't dispatch it on a Wednesday and take over my line on a Thursday, you idiots.

Getting the router to me within 4 weeks was too difficult for them. How very embarrassing.
The problem is if I cancel, I'll have to raise a new order with someone else and be without even longer.

Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
Not quite so honest as they say, they increase charges when they promise not to.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
I have been with Plusnet for years and only recently I am having problems with the land line keep crackling and not able to speak or be heard. When I call Plusnet to raise the issue they want to charge me for an engineer to check the green BT box at the end of the road where I know the problem is. When I was with TalkTalk I had the same problem and they told BT and it was sorted. Now I call Plusnet for the same problem and get told there is not a problem with the line but we can charge you for an engineer to come out and test it. BT bought out Plusnet in 30/01/2007 and BTs dirty little tricks are beginning to seep in to a good company that does not deserve to be connected with such a terrible company like BT. I have been praying for BTs demise right back to when they were the GPO as we all paid extortionate bills back then as they were the only telecom company allowed to operate back then.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Chiswick Plusnet  
Two years ago we had Sky Broadband and it wasn't amazing so we decided to switch to Plusnet as it had fair reviews -I wish we hadn't. We got tied to an 18-month contract and we started having problems since month 1:

a) Download speed is below average
b) Upload speed is the worst ever. Cloud services that use syncing such as Google Drive, Dropbox, etc. suffer a lot from it. Attaching files over 1 MB is a real pain as they take several minutes to upload, don't even think of sending videos online because it's impossible.
c) Sometimes it disconnects for no reason.
d) Video calls are frustrating.

Tried using their technical support and it's useless. "Changing modem channel", "resetting the modem" and "unplugging/plugging the phone line back again" is as far as their knowledge or attempt to help goes.

You would think that they would be more understanding because of the requirements of many customers having to work from home due to COVID, but NO, zero empathy and customer care.

Still 6 more months to go and can't switch because the penalty fee is almost the same as the price for their service for the remaining period, so having to stay with them and trying not to cry every time they fail again (every other day).
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
London 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  
Everything seemed fine (if a bit slower than previous providers) until we moved house I would strongly agree with another person who lamented the issues they had with moving house and various phones calls.
I dutifully telephoned plusnet and informed them that we would be moving home in a fortnight and the cheerful chap on the other end said he’d changed my address and that it would just be a matter of ‘plug and play’ at the new property.
When I came to connect up, we just got the amber light and the ‘b’ icon. So I phoned the ‘provisions team’ who assured me that I would be online by midnight. Woke up the next morning only to find nothing had changed, so once again phoned up and was given what I thought was a direct number to the right department, but turned out to be the main number, having gone through all t he laborious security checks. Eventually I got through to a kindly older sounding gentleman who didn’t seem to have any knowledge about what had happened previously and assured me it was an issue with openreach and that am engineer would be sent to the box on the street. That was this morning so will see what happens. As the other reviewer said in an earlier lost, the staff seem very obliging, but they don’t seem to know what’s going on. The television ads always portray themselves as being hassle free and that they’ll ‘do you proud’, but I’ve only been with them for a relatively short time and the connection speeds are slower when it’s working and moving house was a nightmare. Would not recommend
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Oxfordshire Plusnet  
Left Without Internet for Over 3 Months Due To Plusnet Incompetence! Plusnet were due install internet at my new address. On 13th March we received an email confirming that the service would be setup up and specified the correct address they had been given. They requested that the installation would take place on the 30th March with Openreach.

Following this I received an email stating that on 28th March stating that they would have to delay the installation until 9th April. We called them on 9th of April after having received no internet. Then we had a visit from our next door neighbour asking why their internet and phone line had been cut off and transferred to Plusnet. They then showed us a letter that was sent to their address not ours from Plusnet stating that the internet was due to be installed at their address instead of ours. Clearly Plusnet mixed up the address and cause this whole problem (despite trying to blame Openreach).
BT corrected the issue for my neighbours and Plusnet stated that our internet would be reinstalled to the right address within 7 days.

On 17th April Plusnet sent an email saying we would have to wait until June 2020. Following this, on the 28th April Plusnet have confirmed that we will have to wait until 23th June. Now on the 7th May Plusnet sent us an email about referring any complaints to the Ombudsman service.

All of this trouble and inconvenience has been caused by Plusnet's incompetence. The following lies and deceit and their reluctance to rectify the situation or help us in any way have only made it worse. To add insult to injury they repeatedly tried to charge us for internet service they we not providing during this time.

Repeated promises have been made and then not fulfilled. We haven't been offered any reimbursement for the expense of using mobile internet and huge inconvenience this has caused. Incidentally the 3G/4G signal and phone signal in my rural area is extremely poor so often we struggle to get signal or a working connection. We asked for a 4G hub but Plusnet declined to do this or anything else for that matter. In essence they seem to be saying you must complain to the Obudsman because unless you do we are not going to do anything to help you. This must be the worst customer service experience i've ever encounted with any company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Preston Plusnet  
I'd advise people to avoid Plusnet. When I moved house in February, I spoke to their homemove team and they informed me that I could upgrade from ADSL to fibre for only a couple of pounds more per month.
After a month in the new property and two visits from BT engineers, I eventually got online. The broadband service was fine for about a fortnight, then started dropping out. Since then, I've had no broadband for up to eight hours at a time, almost every day. I'm currently trying to work from home while shielding for medical reasons: I'm unable to do this or use the internet to order food or even watch TV.
Their customer service staff are always polite and friendly, but don't seem able to achieve anything other than put me on hold for extended periods while they speak to another team or promise to call me back (which they hardly ever do)
After three months of loss of service and a maximum of 3mbps (I was promised 30-40mbps), with further engineer visits, changes of routers, changes of microfilters and random tinkering while keeping me on hold, one of their tech support staff told me last week that I'd never been upgraded to fibre optic. They tell me that the upgrade will take place in 10 days' time, but I'm not hopeful that this will happen - and even if it does, I suspect the problem will persist.
There are much better providers out there: I'm currently working out how to get out of our contract to find one that can provide something even vaguely reliable.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Spent the best part of the last 6 months trying to get an internet connection that doesn't resemble 90's dial up. Met with the same set of stock responses every time I speak to a member of Plusnet staff - 'It's because you are so far away from the nearest signal box'; 'Try changing the channels on your router'; 'purchase a WI-FI booster to improve connectivity as everyone is competing for WI-FI at the moment'; 'I'll log this with the faults team who will respond within 72 hours; 'upgrade to fibre'. I eventually gave in to the latter suggestion (which conveniently tied me in to another 24 month contract) and it has made absolutely no difference although apparently I am definitely getting at least the minimum guaranteed speed. No option but to stick with this terrible connection for the remainder of my contract or buy myself out. Would not recommend Plusnet to anybody.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rugeley Plusnet  
Rely on internet as vulnerable person - speed down to 3mbps for over a week now and unable to do internet grocery shopping. 3 days to get through (min 20 min wait) and eventually met by customer service rep that couldn't really give a Monkey's - best was a promise of 3 more days before the fault team would pick up my complaint.Used to be an excellent company but now about the worst.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bucks Plusnet  
Plusnet kicks you when you are down and is trying to cash in on Corona Virus. We have been charged for the full service, PLUS penalties because we could not meet our payment obligations on time the during corona virus closure of the business. I informed Plusnet that we were temporarily closed due to corona virus, and that we were unable to make any payments until we received financial aid. Plusnet said they could only freeze the account if we unplugged the router, but as the CCTV needs to be linked to the net for security and insurance purposes - i could not unplug. The promise a grace period of just a few weeks and make sure t ends before you get financial aid so they can penalise you. A company this size taking advantage of people in times like this is a disgrace
This is what you get for being a long term renewing customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Plusnet  
Terrible reliability, speed is generally good, however terrible at times.
Customer service and tech department is dreadful.
Just avoid.
Also check out their facebook page for dissatisfied customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
North east Plusnet  
Reported a problem with loss of internet. Had a reply and help immediately. Also emailed us advice if problem returned..First class Service as always ..
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Camborne Plusnet  
Switched today was very apprehensive because reviews weren't great.no problem up and running all devices connected speed fine. Very happy.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Aspull Plusnet  
I wish I could give a minus score. Overall one of the worst companies to deal with. I agree with some of the below, when I called to set up the service was great but after a few months it starts to slow and then you have to call!

Generally the agents I spoke to were very friendly but couldn’t fix the problem, always offer call back but only 1 out of 5 calls were returned meaning I had to call back and be put on hold for an average of 45 minutes.

To add to the above I moved home, around 2 miles away from my previous address. For some j known reason my bill went up by £10 per month for moving home, no additional services.

As I didn’t have broadband for a few weeks I had to buy more data at a cost of £70 and then didn’t receive broadband for a month so I was out of pocket by £100. I fought long and hard after being told they would offer nothing to £30. Eventually I got them to agree to pay my costs. This is not compensation, it’s simply returning me to a net position.

I also wanted the option to leave after receiving the worst customer service I’ve ever had I.e. I was told they couldn’t call me back or the reason for the long wait times were due to them prioritising their new clients! One of many examples.

They came back and said I could leave but they wouldn’t give meh lost expenses due to termination fee wiping it out. They couldn’t get their heads around that not being acceptable.

Well done if you’ve read this far.... after waiting 2 months (I thought it was due to Cv19) I message to ask when I should receive the £100. They said they assumed the case was closed so I’d have to raise another complaint. Are they joking? So I’ve received nothing but poor service and am worse off.

Please do yourself a favour and avoid this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sussex Plusnet  
I have been reviewing other broadland suppliers and all seem to have bad reviews, I have been with plusnet for 10 years including a home move, and have had very few problems plus the broadland speed has been reliable and reasonable speed , plus they were the only company not to charge for installation!
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Norwich Plusnet  
When you first talk to the and have the broadband for the first 6 months everything will probably be ok until after that point and then the internet slows down they fob you off waste loads of time until your renewal comes and then the price goes up lots and they then give you really bad attitude and really start to show you they couldn’t care less .
Probably the worst company I’ve ever been with don’t believe them don’t trust them AVOID at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newton Aycliffe Plusnet  
Line can be a bit long to get through to in occasion. But can't say I've ever had a problem with Plusnet. The router gets internet all over the house without any extensions needed. Never capped, have a 30mbs plan and normally around the 20 to 25 mark. I'd stay with them if I could, but I can't get the best deals as an existing customer, so have to move.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Rhymney Plusnet  
I would never recommend Plusnet to anybody, I have had ongoing issues since March, problems after problems, things said they were done and haven't been done, having a phone line cut off with no heads up or discussion prior to causing the company to lose business, being billed for two separate accounts when there should only be one account open, constantly calling customer service and having the phone cut off 3 consecutive times in one morning, each phone call I am on hold for 45mins at least, being supplied with wrong phone numbers which is taking me around circles. Advisors attempt to assist but nobody seems to know what they are doing. Advisors say they will call back but don't. I appreciate this is difficult times, but this all started occurring prior to the pandemic therefore I don't believe there is any excuse.

The sooner we come away from Plusnet the better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NORFOLK Plusnet  
Satisfactory fibre until lockdown. Now random dropouts and slow speed every hour or so. Could not login to online account, online chat closed so called support & after a wait I was told to call later as all systems were down.. Great, well done solved my working from home connection issues no end, not.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Durham Plusnet  
Absolute rubbish
The router looks like a cheap imitation
Reminds of of the cheapest toys I get
When I open a cracker at x mas
Poorly made cheap cheap cheap

The old saying goes you buy cheap you buy twice

Stick with the big companies that know what there doing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Plusnet  
Plusnet pride themselves on customer service but don't actually stand up to their claim. They secretly add add-ons to your package that you don't know about and without telling you double the cost of these. in hard times as we are all currently experiencing due to Covid-19 they were unable to offer and financial help unless you're willing to sign up to a new contract term. I'm done with them forever!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
MIDLANDS Plusnet  
Impossible to get online chat.
Impossible to get through on the phone.
Broadband password does not work
Useless!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Glenrothes Plusnet  
If I could give minus scores below zero would. I've been left without internet for over month because of Plusnet. They have still charged me for the zero service and internet they failed to provide, I have been told I must write a letter to claim my money back. They have given us excuse after excuse. As a care manager (a key worker) not only do I go to work caring for vulnerable people but I also work at home on my laptop after hours. Sadly I haven't been able to this. Plusnet have put me in such a position with my job, especially during recent events. I have been without internet since 25th March 2020, it's now 3rd April 2020. Awful, awful company. All I want us the internet I have paid for! AVOID THIS COMPANY!!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Plusnet  
I never leave reviews but here it goes. Please do not go into contract with this awful company. I am now stuck in the contract for 18 months.

How they can get away with lying is beyond me, I am supposed to be paying for fibre and am getting connection speed slower than dial up.

Their engineers never turn up and I just wish I had read the reviews before leaving BT. How this company are allowed to trade is beyond me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Thornton-Cleveleys Plusnet  
After 2 years with Plusnet I made the mistake of thinking I could get better/faster deal though a competitor but the promises of faster speeds were empty promises. I soon realised my mistake so activated my 14 day cooling off period then called Plusnet to see if there was anything they could do for me. They were amazing and welcomed me back, fixing all the damage I'd done along the way. Thank you Sheetal for your kindness and efficiency. It's good to be back!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
South East Plusnet  
I have been a phone and broadband customer of Plusnet for several years, and am very happy with them. Their UK call-centre is helpful and responsive. I have recently phoned them several times with for technical support during the Covid-19 lockdown period, and despite these busy times, have still been speaking to a real human being with only a coulple of minutes' wait. The help I have received every time has been excellent.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Winchester Plusnet  
Swapped from sky (kept putting price up) plusnet promised 67mb for what I was pay the same price to sky for 36mb - rarely get more than 25mb varies constantly between 25 & 50mb certainly not as reliable as sky hub by a long shot
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
Walton-on-Trent Plusnet  
We moved from Sky when the price went up. What a mistake. Although the move was completed with no problems that’s the best bit! The broadband connection is constantly dropping out and I am having to force my Sky and laptop to reconnect with monotonous regularity! I have followed the online guides but nothing improves the connection. If we didn’t have to pay cancellation charges we’d have moved back to Sky already. Very disappointed.
  • Satisfaction
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Yeovil Plusnet  
The worst company I have ever dealt with. Initially changed me over before the agreed date. Despite a request and promise I would keep my original phone number the number was changed. I had to contact them after 3 months to tell them they hadn't been taking payments from my account. Payments have increased twice since taking the contract out in August 2019. Can't wait to leave, but when I finally manage to get through to them I imagine the get out payment will be too much for me to pay. Would not recommend them to anyone.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Hartlepool Plusnet  
We have been with Plusnet for several years. Last year they allowed accidentally for Sky to take over the line and broadband without our consent. This resulted is us not having broadband or a phoneline. After a great deal of stress - Plusnet had to put a complete new telephone line in to reconnect our service.

This year upon renewal I have telephone them and was told someone would call me back to discuss renewal options with me - its been 7 days and counting and this is even after opening a complaint with them. So much for "we'll do you proud"!

I'm thinking of leaving to go to Zen - it costs more but hopefully customer service is better!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Gloucestershire Plusnet  
The customer service team was fine. Wired Internet speed is as advertised.
The Plusnet One home wireless hub is complete garbage with rubbish signal.
Switching from TalkTalk the signal is significantly worse. The signal does not travel far or though walls like our previous router and it is very dependent on the directions it is facing. If you don't have it in a far corner of your house then half your house gets no signal! But, the range is so poor you won't get signal the other side of your house anyway. I have had to get ethernet over power adapters to compensate for how bad the Plusnet one home hub is. My advice, go with TalkTalk, just as cheap with a much better router.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Plusnet  
Paid upfront for a year, apparently something went wrong with the application, although payment for over £200 taken, many conversations later and they want me to pay again and will refund the amount, the amount hasn't been refunded, apparently there was a problem with the refund! I paid on 30th march, refund apparently sent on 9th april, today is 23rd april I have neither broadband or a refund, absolute joke of a company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Colchester Plusnet  
steaming pile of ****, reconnected my Xbox 6 times today, constantly resetting my settings, my new Xbox will be on last legs before I know it if this carries on, cheers plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Totally unreliable. Far far slower broadband speed than promised and drops out altogether, sometimes every 20 minutes or so for a few minutes until the router resets.

If I could give zero stars I would!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Exeter Plusnet  
Plusnet USED to be great - but now theyve gone right downhill - i had 80MB at sign up and after 8 months its 63Mb... they also overcharge A LOT including myself as they have a problematic new billing ystem - they owe ME money and deny it!!!! go with SKY trust me wished i never left
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Tyne and Wear Plusnet  
Like any product it is fine until something goes wrong.With plusnet it is very difficult to sort out a problem as you cannot directly contact any one.
It is very frustrating firstly to put your query over and then to try to get the full story of an extra charge.The lines of communication are not there.I now think it is better to pay extra for a better helpline where you can communicate with a person
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Lincoln Plusnet  
Absolutely appalling company with disgustingly rude customer service agents. The internet rarely worked and when it did, it was painfully slow, but the worst thing was the 'customer service'. Incompetent at best, outright rude the rest of the time. They ignore emails and messages, and are unpleasant on the phone. I have cancelled my account with them finally and would never use them again, even if they were free! To save yourself a lot of frustration, please use any other company out there, regardless of cost or deals, you'll regret signing up with Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Plusnet  
When changing to fibre broadband Plusnet messed up my connection and left me without any internet for nearly a month. They did not listen to what the engineers were telling them and so I had to finally cancel my service. They promised me a refund of the line rental I had paid up front then reneged on this. They promised me compensation for the lack of service and additional costs I incurred as a result of having no broadband and also reneged on that. It doesn’t appear to me that they can be trusted at all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham 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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