Plusnet Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.3 stars
  • Customer Service
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 6462 customer ratings since 2018-05-20 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2684 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Please do not use Plusnet for you internet service provider they are a disaster. All the reviews on their website are a fake. My connection has been dropping a million times in a day need to reset the modem several times and when you call them to fix it you have to wait on the phone for 45 minutes. Even after waiting they promise to call you back and never do and no one wants to take ownership. When I called them about the internet they were insisting on using an engineer and charging me £50 I had just changed broadband a day later from TalkTAlk and everything was fine. PLEASE PLEASE DO NOT BUY BROADBAND
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
Been with Plusnet for a year & i had constant connection problems. Eventually after 2 months of phone calls & emails the connection dropouts were few & far between.The worst Wi-Fi signal i have had with any broadband companies routers.I have just switched to Virgin media Fibre & was charged £50 for discontinuing my phone line(blamed BT for this).
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Birmingham Plusnet  
I joined plusnet due to them being cheap and affordable and was hoping for nothing amazing but at least some kind of internet, instead i got a house phone that doesnt work and internet that cuts out on a daily basis. I contacted plus net and to be fair they did improve the reliability of the broadband slightly but the underlying problem of a dropping commection persisted. I have been with plus net for over 8 months and have not resolved this issue and for that reason i have moved to virgin. You get what you pay for. Plusnet is cheap because it is rubbish avoid them at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
pure customer service. the price is increasing every 2 months. Big exit fee amount.
  • Speed
    3 stars
  • Reliability
    4 stars
Birmingham Plusnet  
Worst experience ever. I would not recommend this company to my worst enemy! Ordered broadband but have cancelled the order as there was no movement on the order for 17 days! Trying to contact their provisioning team is impossible, you can't chat only phone - tried to call on three occasions but gave up after 40 odd minutes each time, these calls were made at different times of the day. The customer service team has no interest when you contact them just kept referring me to provisioning team, aaah! When I said I wanted to cancel the order this was done straight away, no effort made to sort the problem, has Plusnet taken on more than it can chew? Now all I am waiting for is my refund, of course this could take up to 5 working days unlike when I placed the order the money was taken immediately. "We'll do you proud", in my case Plusnet failed absmaly. Thanks for letting me rant :)
  • Satisfaction
    1 star
  • Customer Service
    1 star
Birmingham Plusnet  
Customer service is diabolical. It's easier to get blood out of a stone than to get to talk to someone who can help with any issues. It's like if you have any problems, you are on your own. The 'instant online chat' where the say they will be with you shortly, I was put in a queue of 13. An hour later, still no contact, so I refreshed the chat. Then I was in a queue of 21. When I had no broadband for nearly a whole day on seperate occasions, they wernt apologetic, I still had to pay full whack for a service I wasnt getting, and when I cancelled my DD, i ended paying more
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Birmingham Plusnet  
DO NOT SIGN UP WITH PLUSNET!!! If o could make it bold and bigger text I would. They worried ok and then couldn't provide me with a service at all. When I cancelled they attempted to charge me a cancellation fee for a service they can't provide! They are now try to chase me through debt collection agency. Customer services not interested. Don't make the same mistake- you have been warned!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Plusnet  
I renewed my contract with Plusnet which included a £75.00 bonus. Due to confusion on my part I did not claim the bonus. Contacted Plusnet to claim bonus. They refused to give it to me claiming that the "offer" had expired 2 days ago. Another advisor falsely claimed that it was "a one day only offer". This was NOT an "offer". The bonus formed part of the contract. I sent an email to the CEO. This email was ignored. After writing a critical review online I was told that they would be contacting me. No-one has been in touch. This service is abysmal. Avoid them like the plague as they simply don't care about their customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    5 stars
Birmingham Plusnet  
Do not chose this company. Worst company I have ever dealt with fullstop. worst provider and the worst thing is the customer service! When they actually answer, Horrendous! Rude, unhelpful, actually argumentative! Seriously!? Not getting the speeds im paying for took weeks of problems before actuslly started working. Payed to cancel even then arguing with me. Unbelievably terrible company utter garbage. Save yourselves time and trouble never give them your money. Customer service not worth 1 star
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Birmingham Plusnet  
Worst customer service ever!!! They don't even deserve 1 star. Very rude. They changed the terms and conditions without my knowledge. Also refused to give me the ombudsmens number. Lies lies lies. Missold me a package and now every i called to get the ombudsmens number they put me on exessive hold and then cut me off!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
HORRIBLE IS UNDERSTATEMENT..Poor internet connection, poor customer service, they speak to you not even showing like they hear or understand your frustration, you go off the phone not sure of what to except or what action they are going to take. I was just waiting to come to an end of my contract so I can leave them and I was told I have to pay a CEASE FEE of £30, yet I have come to the end of my contract..the cease fee is even more expensive than my contract. and why should I pay them for leaving.. What a JOKE..its not like I am cancelling my contract half way, I have actually come to the end, paid my final bill and am told need to pay another £30 for leaving them. ABSOLUTELY WORSE PROVIDERS
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Plusnet  
I had plusnet for two years , the broadband speed and reliability was so so, but I stayed due to price and their much heralded customer service. I came to the end of my deal and decided to leave. Tis is when I saw another side to the company. I explicitly told them I would be leaving, they received notification that I was leaving by new provider, have still sent me a bill for a service I no longer receive from them. I have had numerous calls to say this has been corrected but still getting emails trying to recover the bill, they said would be cancelled back on the 12th October and they in fact owe me money has I cancelled the service and I had paid in advance for the following month (that is how they charge). When I have been dealing with their customer service I have found them to be rude and misleading. Not wanting to hear what my difficulties are but just going numerous times thru data identity protocols first. Then I am still in a position of again having to resolve the billing issue but when I call no matter what time of day they are dealing with a high volume of calls and the wait time is going to be anywhere between 15 to 30 minutes
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Birmingham Plusnet  
If I could give this company 0 stars I would. I would not recommend plusnet to anyone. It is the poorest service I have ever encountered. Took 2 months to activate from sign up and only worked for one month. Customer services and fault departments are also very poor with long waiting times on the phone and do not provide any helpful information.
Birmingham Plusnet  
Don't touch this company. Rearranged my connection date with telling me. Only found out when they emailed the day before the date I had arranged. Spent over an hour on hold being passed from department to department in customer service. Staff rude and unhelpful have cancelled contact before they even have me as customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Birmingham Plusnet  
I've just decided to leave Plusnet after a month of disruption to my phone and broadband service that Plusnet seems incapable of fixing. I was previously receiving a download speed in the 20 Mbps range. This has dropped to no more than 1.5 Mbps and has remained that way for almost the entirety of February. Web browsing is painfully slow, while streaming and gaming are impossible. I've had the usual problems with long waiting times on phone calls to customer support as well as difficulty connecting to there online chat support service, which only seems to be available intermittently. But the main thing that has driven me to switch is that after one whole month of not resolving my broadband issue, they have now decided to ignore me in the hope that the problem will just disappear. Which of course it will because I'm switching to Virgin.

I can't say all bad things about Plusnet. When the service was working it was generally reasonable. Not spectacular, but reasonable for the price. However, considering that Plusnet is owned by BT you would think they would be on the ball with repairs to external faults, but no. They spend far to much time stalling and trying to convince you that it's an internal problem with your router equipment or wiring. They even insisted on sending me a new router because their remote tests were showing a high resistance fault in the equipment. I swapped the old router out and, surprise surprise, no difference in broadband speed. This was the point that they just kind of gave up trying to do anything about it.

A special note on BT Openreach engineers:
It really is hit and miss with these guys. Plusnet sent me one that tried to tell me all the problems with our phone and broadband connection were down to a "short circuit" in a upstairs handset that we keep in the bedroom. Bare in mind that I was having a crossed lines issue at the time and you could literally hear other peoples conversations when I picked up the phone. The guy unplugged the handset and asked me to go look at it. So like a mug I did. Didn't move it, didn't disconnect any wires, nothing. After coming back down stairs he tells me I've fixed the problem and I can plug the handset back in. He went away with a big satisfied smile on his face at a job well done, while I on the other hand had to report the same fault again just two days later. This time the engineer didn't even need to come to the house. He went to the road side box and fixed the crossed line issue, but the broadband problems persisted. You hear stories about these guys stringing out a job or just swapping problems between customers because they can't fix or don't know how to fix the issue. Be aware!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Birmingham Plusnet  
Shockingly poor broadband, I cannot even reach 1 meg. Have written to complain but never received a reply. I am disabled and permanently confined to a wheelchair. The internet keeps me informed of everything that is going on in the world. Very disapointed!! They have certainly not
"done me proud"
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
BLACKBURN Plusnet  
Just signed up with plus net and extremely disappointed with service. speed is next to none. customer service is poor, taking 15-20 min to answer and then not understanding problem and not offering solution. i have wasted all my day chasing things up and now they are asking me to do certain tricks with router. Annoyingly , they also asked me to connect directly to router if i want to get better speed. In this day and age, who would sit next to router ( which is wireless for a reason) to get proper speed!
please avoid plus net at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackburn Plusnet  
This was supposed to be the most seamless of a house move transfer. Same exchange (feniscowles), same telephone number - what on earth could go wrong ?!?!? Placed the order on 22 July 2018 and still waiting to be connected (16 August 2018). Missed deadlines, loads of apologies and yes, they do seem to be trained in how to say sorry in a few different ways. What a fool I was to stay with them. Should've read the reviews. Avoid at all costs. Plusnet seem to be at the lowest rung in the openreach ladder. Will call them AGAIN on Saturday (18 August 2018) to check the progress on my order but will attempt to leave this silly and v unprofessional outfit. On a par with talk talk. In fact, sounds like both companies swap staff on a weekly basis
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackburn Plusnet  
just had plusnet installed today and the phone line already has a fault (after 1 hour) told I will have to wait till next week before it can be fixed why have I paid £59.95 to have a dodgy phone line installed I DON'T THINK SO
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
blackburn Plusnet  
Plusnet the worst 4 customer service's longest ever waiting times and above all they tell u a pack of lie's just 2 fobe u off wud not recomend them 2 anyone how the hell this company won an award frm which is beyond me customer service's and the tech teams are a total waste of time none of them knw there jobs and i mean that with hand on heart...please dnt make the same mistake as i did keep well away frm this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackburn Plusnet  
Nearly three weeks without email after plusnet stopped the account for no reason. They can't get it working again. Customer service is non-existent. Will be leaving them as soon as possible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Blackburn Plusnet  
What a nightmare, have been connected to plusnet about 10 days moved to them from SKY because I was so impressed with their mobile service. Since day one if I connect downstairs no internet upstairs and vice versa, have tried everything everything they recommend for improving connectivity, I have just spent an hour on the phone, the girl I spoke to was very nice and had me unscrewing soccets while she did various tests then concluded there was a problem and she would arrange an engineer but I had to agree that there might be a £65 charge and if so I would pay it. I wasn’t happy with that as had no problem with sky they only began the day I connected to PLUSNET and said I wanted to end my contract so she put me through to accounts and the rudest male you could encounter who informed me that although Had only been connected 10 days my contract started on the day I ordered and I was out of my 14 days change your mind time so would have to pay over £100 to end contract. I asked to be put back to technical support but after another long wait I gave up. Feel like crying with frustration 2 hours of my day wasted nothing resolved unless I commit to paying out more money. Plusnet mobile big thumbs up. Plusnet broadband nightmare
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackburn Plusnet  
Terrible company. Awful mps well below what i was sold and had two modems and have had by line "turned up" from there end and unrestricted! Went back down again a few weeks later. Engineer cost £144. Poor customer service, poor service all round! Check out there trust pilot reviews for a more accurate picture of this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
Worst internet we have ever had. No connection to bedrooms what so ever. Gutted we have to stay with them for length of contract
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
blackpool Plusnet  
Awful. Waiting times on the phone go into the hours, service advertised is not provided and complaints are ignored so you cannot cancel. I've been getting little service and awful customer service for 4 months. It's a scam. Dead lock letter is the only way forward. Avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
First class moved from Sky only £23.99 pm and £50 reward free
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Blackpool Plusnet  
After 4 weeks of failed attempts to switch my fibre BB taking about 9 hours of my time I've given up ! Clueless staff telling me it was my current ISP at fault for the failed switch. I finally got an honest answer on my 5th call to them after 3 weeks. It was Plusnets fault as they hadn't coordinated their suppliers leading to the failure. No one kept me informed of refunded my set up fee despite them cancelling my order. Finally they offered to resolve the matter by giving me ADSL instead of fibre !.....no ta ! Utter shocking lying and/or clueless customer service. AVOID !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
No broadband. Ordered broadband from plusnet. Sky has disconnected me and guess what, plusnet have failed to connect the service. Phoned customer services and apparently there's nothing they can do! Truly shocking lack of customer care. Wish I'd stayed with Sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
spent all week trying to get my phone and internet connected but no joy,spent at least 7 hours trying to get through still no joy,what do they say we do you proud what a load of rubbish,will be cancaling so they can whistle for there cancaltion cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Blackpool Plusnet  
Worst provider by far! Never works, looking for a new provider. Stay away!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Blackpool Plusnet  
We switched to Plusnet around three years ago onto a usual broadband contract and had no real problem. Then we ordered their fibre service and oh my god what a mistake, it is seriously bad.

Some of the rooms in the house have zero internet and the ones that do get drop offs every few mins. The router is a really cheap nasty thing that isn't fit for purpose in my opinion.

Contacting their technical department is a complete waste of an hour waiting to speak to someone who when they eventually answer read through a scripted load of ***** about how to improve your speed/connection. The router is where their engineer sited it.

The speed we get is half of what we pay for. It really is terrible.

Oh and they are actually owned by BT.

Our contract ends in two months and it can't come soon enough. I wouldn't stay with them if they offered it free.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Blyth UK Plusnet  
Having to wait for 6 days for someone to do something is not on.No phone and no Internet.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bodmin Plusnet  
Lost connection to broadband just before Christmas and called the support desk - queues of over an hour! Had to get onto 4G on my phone to try to log a call and was told by the support person that I had to check the line so whilst I was doing that on my phone he logged off because I had been gone too long! Had to queue up all over again. Am now changing supplier but have had to ASK plusnet for a rebate on the week that I had no broadband. Absolutely rubbish service and broadband is now so slow it's practically unusable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bognor Regis Plusnet  
Such a waste of time. Poor connection speed, very slow internet, poor customer service. I was on hold for an hour to be told it is what is and nothing they can do and if you leave you will owe us money. Stay clear we should have stayed with sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bolton Plusnet  
If I could give zero stars I would. My connection cuts out every 30 minutes. Plusnet told me it's because my router is nearly 6 years old since that's how long I have been with them. But they won't replace the router unless I pay £40 plus P&P. Or sign up to an 18 months contract at a higher price than newer customers. The connection is non-existent, the customer service terrible. Why would I sign up for a product that doesn't exist most of the time? If you want a perpetual headache, Plusnet are the company.
  • Customer Service
    1 star
  • Speed
    1 star
Bolton Plusnet  
plusnet is the worse broadband i have ever had. I have had so many connetion issues and speed problems. To be honest not really bothered about speed if the internet even worked properly. The customer service is even worse. They cant admit the problem is on their side and keep telling me to restart the router and so on. They try to make excuses their might be inteference. Never had any issues with my previous isp which was talktalk, no inteference there. When I contacted customer service they replied saying thats what you get with a value cheap broadband. Contract finishes in may anyway so cant wait to leave this rubbish isp.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bolton Plusnet  
Don't use. Worst service ever. Customer service so rude making out that it customer problem. Cancelled internet n pH instead of moving us. Delay after delay with rude staff. Not resolved nor do they care. Wish could give zero not one star
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bolton Plusnet  
Absolutely disgusting company disgusting customer service only had it 5days does not work called to cancel over 1 hour on phone passed from one person to the next now want a cancellation fee even though I’ve paid for 1 months supply would never recommend to anyone
Bolton Plusnet  
I applied for a broadband service becauce mine is finishing end of july . the price quoted was around £18.00p/m they tried to take out £65.00 , when i rang them answar was that was a mistake it should be £17.00still getting email for 65.00
i wanted to retain same number but they tried to give new number THIS IS MICKEY MOUSE COMPANY TRY TO STAY AWAY FROM THEM . got a letter from them to day seems like they employ temp staff all they want to make their comminsom and stich customers they give wronge imformation to would be new customers
  • Satisfaction
    1 star
  • Customer Service
    1 star
bolton Plusnet  
I bought plusnet over a year ago, when I moved to a new address and my old ISP didn't supply there.
I'm paying for 80mbps down and 20mbps up; and I was getting those speeds for a little over 6 months, after that, they've throttled the line speed down to 66/19. I didn't make a big deal out of it, as a "fix" would require an engineer visit, and I don't have the time or willpower to listen to complete bull**** they'd have to say.
The speeds kept creeping lower and lower. Today they've hit all time low; 180MS, 4.19mbps down, 3.57mbps up. I'm paying over £40/month for this? This is complete bull**** and complete scam. I tried contacting the online support staff, but it seems there's never anyone there, as I'm waiting in line for over an hour.
To be clear, I'm getting marginally similar download, upload and ping on 4 smartphones, 3 laptops and 3 PC's. I tested every device(except the smartphones, those were only tested on Wi-Fi) on CAT6 ethernet wires, CAT5 ethernet wires, 2.4GHz Wi-Fi, 5GHz Wi-Fi and USB connection. I used the main telephone socket, and the secondary socket, too. The difference in speeds and ping is marginal(less than 1mbps)
Plusnet dared to say it's my hardware that cannot handle the speeds; but I beg to differ. The laptops are HP ProBooks from 2015-2016, MSI Gaming laptops and an Asus ROG laptop from early 2017. My PC's are i7 4790k on a gigabyte z97x sli motherboard with a 1gbps wireless card and intel gigabit card built into the motherboard itself. The other PC's are a Ryzen Threadripper 1950x, and an i7 6950x; all using gigabyte motherboards, all have gigabit wireless and LAN connections. The smartphones are: OnePlus 3T, Samsung Galaxy s7, OnePlus 5T, iPhone 8+.
I built all the PC's myself, checked the phones' internals and did the same for the laptops; everything is perfectly fine, yet plusnet still has the audacity to call my hardware "outdated and unable to handle the speed" and me "uneducated on the matter" In reality, they're the uneducated ones, as I'm an actual engineer+networking engineer with all the proper documentation, university and training. I know that in reality they're throttling me down(amongst other customers) so they can sell their service to more clients.

Avoid if you have any self respect, they're vile thieves and will not refrain from calling you dumb in a nice way, whilst lying about their service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bolton 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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