Plusnet Broadband Reviews

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

Recent Customer Ratings for Plusnet

  • Satisfaction
    3.3 stars
  • Customer Service
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 5486 customer ratings since 2019-10-22 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

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

3194 Customer Reviews for Plusnet

Reviewer Location Reviewing Date Ratings
I can't comment on broadband performance because we didn't get that far. Twice I tried to sign up online and both times it crashed. I should've listened to the alarm bells ringing. Then they altered the time of the installation. Finally I get my welcome letter with all my details wrong. I should say that I gave up my online application in favour of speaking to a human being so I know I gave the right info. But details can't be changed, apparently, without cancelling and starting all over again. No thanks. You've just lost another customer through sheer incompetence and bad service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
uk Plusnet  
AVOID AVOID AVOID AVOID DO NOT GO WITH PLUSNET... I recently moved from talktalk to plusnet with the promise they would be faster and would be hassle free switch, on the day of the switch talktalk stopped the internet as they should but plusnet did not start the internet I rang them and after a 45 min wait spoke to a man who kept putting me on hold for 5 mins at a time and came back with no answers, in the end it took over a week to restart my internet as plusnet state: WE DID NOT HAVE A LINE TO PUT YOUR INTERNET ON... surly this line should have been held when we paid which was 6 weeks before we even moved over to them. we was promised speeds between 3-5 as talktalk was only 2.. currently my speed is not even 0.5 rang them and after waiting for nearly an hour to speak to someone was told they would look into it.. 2 weeks later still waiting on a reply... we are currently trying to get out of our contract as they have breeched speeds they promised... I will advise anyone to get out of it THIS COMPANY IS A COWBOY NEEDS TO BE SERIOUSLY LOOKED INTO... I was told they had won awards for customer service however I seriously do not know how they have done this because eberyone I speak to does not have a clue about what im talking about and everytime I speak to someone I just get fobbed off with another excuse...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
leicester Plusnet  
Switched from BT to plusnet and what a mistake that was. The day my broadband went live, I plugged in the router and the light was blue signalling that it was working, however whenever I tried to access any website I was taken straight back to the hub manager and told that everything was working fine. So I called Plusnet, waited 50 minutes for my call to be answered, the lad on the phone said that they don't have enough staff at their callcenter to take calls quickly enough, not his fault and I respect the honesty. Anyway after trying everything they suggested which I had already done multiple times, I was told that I needed an engineer to come out to address the issues, which I had to pay for! I declined that and I said that I wanted to cancel my service, but as I had to wait almost an hour for my call to be answered I was told that department was closed and I had to call back the next day, so I did, after another 45 minute wait I was then told that it would be £240 to cancel my contract with Plusnet as I had gone one day over the 14 day cooling off period, but I hadn't even had my "service" for a full day! Eventually I was told that I could cancel and not have to pay, but I was then told by another "team member" that in fact I was lying and that no one told me I could get out of my contract for free, I was then threatened with being taken to court and to have debt collectors come to my house but I explained that they original called were recorded and that I wanted to speak to someone more senior. I was told I would be called back within 24 hours, no call for 4 days until I had to call again and wait 70 minutes this time to get through. I had the router plugged in for 3 weeks and the problems never resolved themselves. Went back to BT and the difference in their product and customer service is night and day.

I feel sorry for anyone who isn't tech savvy and who signs up for Plusnet on the basis that it's cheap, family friendly and "great customer service" as I was conantly fobbed off with "reset your router" or "change the wifi channel", which I had already done multiple times and I know what I'm doing.

Plusnet is cheap for a reason, don't buy into their stupid adverts. The big boys of the ISP world might not be perfect but they are a damn sight better than Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South West England Plusnet  
They have messed up billing systems dont generate Bill's properly they owe u a refund and then refer accounts to debt agency's when they still owe u a refund
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
Terrible and the tv adverts are crassly stupid and endlessly boring.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheltenham Plusnet  
I live in a rural area so expect to have reduced broadband speeds but I do not expect to often have no broadband and occasionally have no phone line either. When things are going well I have a 1Mb connection and am unable to stream Iplayed etc. Although I have contacted PlusNet on several occasions they don't seen interested is sorting out the issues but are still happy to charge me a fortune for up to 38Mb broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romsey Plusnet  
I joined Plusnet fibre from Sky standard broadband as I was really keen to get a faster better connection. However straight from the off I noticed that although the speed was was ok in different places around the house the strength was terrible to the point where a very short video on Facebook was buffering. I have rung them and tried everything they suggested but the signal is still terrible and they are now suggesting that I purchase some boosters or use my old Sky router. Although they are polite on the phone they know I am tied into an 18 month contract and so I get the impression they don't care. If like me you mainly use wifi and are not intending using a cable to connect to your router do not go with Plusnet. I left Sky because it was all getting too expensive but I am regretting moving my broadband. If I could I would cancel immediately. I am going to post this review everywhere so hopefully I can prevent other people making the same mistake as me.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Kent Plusnet  
it was ok while we where with them,didnt reach the promised broadband speed ... but as i left i still was charged for another 6 months and i went threw the hell trying to get my money back!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Bournemouth 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  
Diabolical customer service. Ages to get through on the phone and advisors who blame the customer for any disagreement. I got hit with a £30 exit fee that I had no idea existed, even though I left OUT OF CONTRACT! This used to be a great company. Since being taken over by BT they seem to have adopted BT's shocking service standards. Shame - stay well away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Edinburgh Plusnet  
After 5 years not needing any help and good service the minute i have an issue they are useless, also my contract is up for renewal and they cannot beat any prices and are not willing to negotiate to hold onto a customer, seems they are a company who would much rather deal with new customers than existing. Going to be switching after i have finished writing my rant!!
Kings Lynn Plusnet  
I have recently received a lot of nuisance calls from witheld numbers, and have reported this to the police. They have advised me to contact Plusnet but I can't get to them at all. NO stars for ccustomer service!
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Banbury Plusnet  
After I joined Plusnet + fibre they took my landline number and was given another number so all my contacts did not know where I was. and have 100s, etc including doctor, dentist, clinics etc and hospitals etc.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Solihull Plusnet  
What a caring company! Having recently received a new router from them, I asked if they had a router without a blue light as it was affecting my seizures. The answer was no, but immediately they said I could get one on the open market, and would credit me with £35.00 towards it! They did not need me to return the old one. This is the sort of service you would expect from expensive providers. I thoroughly recommend them!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Wimborne Plusnet  
Have unlimited fibre and we still cannot stream netflix reliably, file downloads rarely get past 2 mb even though line says 25mb. Connection is reliable, bit like the tortoise, it gets there in the end, but the hare always wins, will move to Virgin when contract up.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Stockport Plusnet  
No internet connection for 72 days. I have spoken with over 15 different people in their tech dept & no one can arrange a fix. username: antvic
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
waited 4 weeks for plusnet bt guy to come out and do my line and 8 more days to get internet going not very happy will look else were next year
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
oswestry Plusnet  
I choose PlusNet because they were supposed to have outstanding customer service. Well as good as you can get for an ISP. I have had nothing but problems with their CS team if you can call it that.

The online department are rude, waiting times to get through on the phone are ridiculous.

They take a payment from the wrong month and then punish me because of their mistakes. They even own up to it being their mistake and then still charge me the admin fees.

Now i know when i choose an ISP to pick the cheapest because good CS does not happen with an ISP.

I just hope this get out of jail free card in September is not a myth because i just want to leave and another 14 months of dealing with them is something i wouldn't wish on my worst enemy.

The worst part is its all over a 5er which is not alot at all but why should i pay for their mistakes.

The speeds have been great but the speeds would be the same with any ISP seen as they use the same lines. I wish i just stuck with TalkTalk atleast i know their CS team is awful.

AVOID IF YOU CAN
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Redhill Plusnet  
I'm having to write this on my phone via 3G connection...really this says it all about my home Plusnet fibre connection. This isn't the first time it has failed to connect. Sometimes the speed reminds me of the days of dial-up.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Christchurch Plusnet  
It has been 15 days and Plusnet has failed to provide me a basic broadband service even though this was supposed to be an easy switch from an other supplier. Firs engineering visit was arranged one week after I informed that there is no service. And an other week passed with one missed engineering visit and assigning wrong type of engineer to the work. I had to wait at home for three slots (8 am to 1 pm) and now required to stay home again for a fourth time for another engineering visit. Nothing is so complicated than to start doing business with Plusnet. ı highly discourage anyone thinking to switch to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Worst internet provider going. Constantly cuts out and when it is working download speed is a third of what we are paying for. Spoken to customer services on a weekly basic and they constantly refuse to do anything about it. Now given up and waiting for contract to run out. Best advice to anyone, pay more for a more reliable company who actually care about the service they are providing you with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chester Plusnet  
You can wait hours on the phone (no joke)trying to get through to PlusNet customer service - if you do finally get through you kinda wish you hadn't as they are so so poor. Internet just drops out -PlusNet told me this was because I was on ordinary Broadband but if I paid PlusNet sheds loads of money I could go fibre and that would sort the issue. hmm moved back to my previous supplier's standard broadband and all it well with my speeds and reliability again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Lancaster Plusnet  
Stick with sky or bt.
Poorest broadband ever, very slow and I am yards from the exchange box. I think it's fraud and purposely slowed down as I never had this problem with onetel, o2, sky or bt. Avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
I have been with Plusnet for a year now. In that year the internet connection has been down daily for varying perids of time. For the past two months it has been constantly. I have had 5 engineers visit and none of them have fixed the problem. They saty for 20 minutes and they say there is a problem and they need to send someone else and then leave. I phone plusnet and they balme BT. I have been on this merry go round for two months now and none of them seem to want to solve the problem. Don't use. Use a more established company and don't bother with these cowbys.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
SE17 Plusnet  
Customer service appalling. After 2 year sent an email to me to tell me they had put my premium up but sent it to another address.
Telephoned me to give me a better deal, asked me to hold then hung up on me.
Didn't reply to my letters phone calls etc.
Always had a long wait when reporting a problem Worst customer service ever. I'm with a new provider this week. Yippee!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Garstang Plusnet  
Truly awful service! It's fully BT owned now, hence the lack of customer support! They also ship a rebranded old bt smart hub 5 router! That is still prone to stalling itself and constant WiFi Internet connection drops!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
South Croydon Plusnet  
Im sure there are a few people in the country who are delighted with Plusnet and its fibre broadband service. Unfortunately i am one of the seemingly endless number of those who aren't. Since upgrading to Fibre from a terribly slow standard broadband service i have had not a single hour of regular broadband speed. Plus net technical have basically told me to run 5 speed tests which take around an hour each after fiddling with settings to turn off Wifi on the router etc, god help those who dont know how to do this as they sure as hell dont tell you how to.

I like things when they work and will praise when they do, i am not a negative only reviewer but i would strongly advise you chose against plus net. as they wont do you proud and i can only imagine why they were given an award for best broadband supplier recently.

We had a BT engineer visit for 4 hours, who was competent and knew his stuff, he said the issue was with plusnet and if i were with another supplier there would not be an issue.

As always, its not easy to leave such 'broadband' contracts without even more hassle and communication with people on the phone who clearly don't give a monkeys.

So, I am left with terribly slow broadband, fluctuating speeds, terrible customer service and tech support. All for £30 a month, bargain.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
'Fibre Broadband' ... Plus net 'we'll do you proud' Plusnet  
Throttling seems to be endemic with budget providers.
Frequent drop out and times when no service available.
Glad I'm not paying huge sums for this.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hoddesdon Plusnet  
One star is too generous. Absolutely the worst company I have ever dealt with, lied to, fobbed off on a daily basis, and still no broadband nearly 2 months later. Poor communication, terrible customer service and support and poor relations between plusnet and openreach resulting in problem after problem.

I have had over 15 promised 'live' dates with a problem occurring at each and every one. It'll be a miracle if I ever receive the service I am paying for at this rate. And to add insult to injury the thieving little crooks will not allow me to leave my contract without an exit fee.

Avoid Plusnet at all costs. Not worth the time or energy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincoln Plusnet  
I decided to go with pilsner as sky were putting up the price
We have a poor connection as we live in a remote area. Sky wanted to charge 40 a month so I decided to go with plusnet
18.99 a month £75 amazon voucher

I signed up on 5/11/18 they took £23 out my sccount
Been chasing them for days to find out why I’m not connected. They said this is due to the system cancelling

When I asked to speak to management they didn’t put me on hold and just started a conversation amongst themselves
In Urdu then they said all day these customers have been complaining

When I asked the manager to listen to the call coincidently the call hadn’t been recorded

Hope the company gets shut down poor customer service they ain’t interested in you just your money avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cotswolds Plusnet  
Tried to obtain these services online however there was an error with my payment,obviously on plusnets behalf...for some reason they wanted to take my money and give me no services,then they’re saying there’s no history of the payment,my banks confirmed that plusnet is holding my payment. Rang up to be answered by an idiot customer service member of staff,told him the situation as I’ve been chasing my money for 4 days and he gives me attitude like it’s me holding his money...anyway still waiting on my money as they can’t find it...very poor first impression I only wanted to buy one of the products and got messed about from the get go. So it’s a no from me!!! Even talk talk are better than this and they’re awful aswell.
Nottingham Plusnet  
×××××××××WARNING ×××××××× Becareful with Plusnet they cease your contract without informing you even though you pay your bills..... when try get hold of someone you always get fobbed off and passed to another department or just put on hold for 43 mins..... still waiting on hold now for my call to be answered 1 hr 17 mins now............ WORST SERVICE EVER don't sign up
Petetborough Plusnet  
I cancelled my order because BT couldn't install a line into my building. Plusnet made no effort to resolve this or re-book an engineer. I cancelled the order and am due a refund of almost £70. I have now been waiting over 40 days for the refund. i have had to send them my bank statements to prove they haven't already sent me the refund because they "can't find it on their system." They are impossible to get in touch with on the phone. The only response I get from them is in the public forums. Once you do get a response from their support, the lead times to get a response from the relevant teams is ridiculous. In my case, 10 working days to get a response from the accounts/billings team. I contact them well within working hours and then get a response from them after 6pm saying everyone has gone home.
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Plusnet  
Do not use plusnet as your service provider. The customer service is diabolical, the call waiting time is an absolute joke and the wireless internet connection is useless (even after an hour long conversation with a pathetic, uneducated technical support advisor). Further more from upgrading from broadband to fibre to increase your line speed is pointless. It's cost £248 to cancel my subscription. Don't make the same mistake I did.
Nottingham Plusnet  
I cant understand the hate on this review page. Is this a conspiracy?

I've been with them 8 years at 4 addresses and am very happy.

OK customer service takes a bit long to answer nowadays, but have you tried speaking to a human in BT or, God forbid, Talk Talk

I've had a stable connection for weeks not at 70Mb on my fibre in a village.

Realistically, the internet backbone is provided by BT wholesale anyway, so Plusnet/Orange/Talk Talk are just reporting your issues to BT anyway.
Knocking Plusnet because of internet provided by BT is crazy.

Only issues ive had is a botched install by BT of my 3rd plusnet connection.
make no mistakes, thats not Plusnets fault
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
winslow Plusnet  
The connection is interrupted
Very busy customers services, did not book the engineer appointment only after a week, so the appointment got delayed until after the new year, so 3 weeks without internet
Dr Ashrf
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Plusnet  
In my personal opinion, I think that this horrible network provider is the worst I have ever seen in my life because of the sheer lack of network reliability and the atrocious speeds that are given and the fact that my price per month increased at such a rapid rate I went from 20 pounds a month to like 40 a month its absolutely disgraceful and downright shocking I really expected more from a provider that guaranteed me a stable internet connection and a fixed price
glasgow 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  
Probably the worse company I've dealt with for a long time.. Their customer services are rude and don't care..my broadband has been not working for almost 3 months. I have reported it on the phone, online and yet its not fixed!!!! So I'm paying for a service that I'm not receiving. My contract ends in a month so can't wait to leave them. Even one star rating is generous!!!!!
London Plusnet  
pure customer service. the price is increasing every 2 months. Big exit fee amount.
  • Speed
    3 stars
  • Reliability
    4 stars
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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