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
    3.2 stars
  • Customer Service
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 4345 customer ratings since 2020-06-19 (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.

3,379 Customer Reviews over 85 pages

  • Reviewer
    Location
    Stamford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I ignored all the one star reviews and went ahead and signed-up...wrong...!! I had cold feet and tried to cancel but then realised it's impossible to communicate with plusnet. You'll never get through on the phones they do not receive emails, there 'live chat is with a computer and cleverly avoids the topic of cancelling and closes automatically before you finish. My 14 day cooling period is nearly up and I still haven't been able to communicate yet. Hence no star for broadband speed or reliability because not even connected yet and I'm furious. The one star reviews are for a reason, ignore them at your peril ...!!
  • Reviewer
    Location
    Leicester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful WiFi range you can take your mobile device less than a metre away and you will lose connection. The speed when you actually get a connection is dreadful. The broadband goes down multiple times daily which makes it almost impossible to do anything. Highly recommend staying well clear it's not worth the money at all and after a week you'll be begging that you headed my advice.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      1 star
    Comments
    3 times I wait for ingineer to come to install the new router and no body come. From 2 month no body fix it .
  • Reviewer
    Location
    Barry
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I joined plusnet after being unsatisfied with my previous supplier. I filled in their online forms and was given a date for an engineer to come out and connect my BT line.

    Come the day of installation I had heard nothing from plusnet so phoned them to check the engineer was coming. It took ages to get through to customer services and when I did they put me hold for ages. I was told they were sorry but the system did not place a booking for an engineer and I would have to wait a further 10 days. Funnily enough the system worked fine when it came to taking my money though!

    I'd taken the day off work. Was not going to trust these jokers any further so cancelled and went back to my previous supplier.

    If they can't even book an engineer correctly what are they going to be like the rest of the time. AVOID.
  • Reviewer
    Location
    Midlands
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst service I have ever had.
  • Reviewer
    Location
    lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    we have been with plusnet customers for two years. at first a great provider fast reliable trustworthy internet and great customer services and the price is fair. past year on the other hand not so good. the connection constantly goes down the speeds are slow the customer services couldn't care less the engineers on the phone just tell you to change channels in your router when the internet and/or router is as much use as a chocolate fireguard. ive asked for a new router but was told no my router is fine and that they dont give out replacements and that a engineer needs to come to my home. im guessing a nice charge there to when he diagnoses its my problem not plusnets. i have left plus net and will not be returning anytime soon. my only advise check your coverage mine is covered and supposedly is brilliant but but still sucks. if you live in the country avoid plusnet better off with a more mainstream suppler.

    plusnets phone on the other hand cant fault it good prices.
  • Reviewer
    Location
    Cumbria
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet - Will do you proud! OR NOT!!! Do not go with this company they should not be allowed to sell broadband!!! I transferred from BT worst experience of my life. I have had no broadband since switching, they can't tell me what is wrong or when it will be fixed and it has been nearly a week! They switched my phone number after I specifically told them I wanted to keep my telephone number and you can't get to speak to someone without waiting and waiting and waiting. To top it off I commented on their Facebook page and they deleted my comments and reported me to Facebook for spamming! I want to cancel my contract but they say I can't - what a complete joke!
  • Reviewer
    Location
    Shropshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I wish I hadn't changed from BT. The Plusnet router just keeps dropping out and even when it does work it's incredibly slow. This didn't happen with BT. Getting in touch with Plusnet is not easy and when you do think you've resolved a problem it never actually is. Plusnet are absolute rubbish and I can't wait for my contract to finish so that I can get back to BT
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I ordered fibre broadband from Plusnet over a month ago now. At first the engineer was coming to install it in just over a week somewhere between 1pm and 6pm. I waited in and nobody turned up, rang Plusnet - 'sorry, the order was cancelled by our suppliers'. Another few weeks of ridiculous phone calls but finally the engineer arrived but no router. I called plusnet, the router will arrive in 3-5 days (more waiting). I'm still waiting on the router when I get a message saying the internet will be active in 2 weeks!

    I call to complain (again) and I am asked what I am complaining about so that he can explain it to me. I said, I can understand, I would just like something done. This is apparently impossible but he explained everything anyway. He then finished the call with, if you don't understand anything else give us a call.
  • Reviewer
    Location
    Ilford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst broadband there could be! They charge people on their own basis. Unprofessional staff, just a Bunch of kids who attend after finishing school. DO NOT JOIN! IT IS A PAIN OF A LIFETIME. HOPE THIS COMPANY GETS SHUT DOWN SOON.
  • Reviewer
    Location
    london
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The adverts may portray that Plusnet understand customer service, however the reality is very different. Wait times of over 40 minutes are typical when calling customer services. Systemically poor service, ill thought out processes and rude poorly trained staff.

    Waited 3 months for broadband and now I am fighting to get a refund. Use a more reputable provider. .
  • 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
    Elgin
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When I first joined 2 years ago my house received a relatively good speed and connectivity for about the first 8 months or so. Then things gradually went downhill with more regular disconnects and slower speeds, down to 2 meg or less, not even enough for Netflix etc. This year has seen things get even worse, culminating in my getting home on the 15th June to find I had barely any connection at all, not even enough to load webpages properly. Since contacting them I have been passed from one "Analyst" to another over a matter of weeks, tried every single suggestion proposed (with many days between responses) and was then accused of having a faulty setup on my property so it was my problem. Finally upon calling the tech team again a different staff member indeed found that it is a line fault and would call me the next day with the outcome. Surprise surprise no phone call and no contact. My home has now been without broadband service for a MONTH while they are still twiddling their thumbs and keeping me completely uninformed (while happily taking my money).
    So to sum up, they may have been decent a while ago, but now I'd have to advise anyone considering them to STAY AWAY from this outfit. You have been warned!
  • Reviewer
    Location
    Exmouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID, AVOID, AVOID. A sub-division of BT and a truly appalling company. They were recommended by Which, so I took out broadband and phone package with them. Outrageously high rates for international calls – £43 plus VAT for an hour long off-peak phone call to France. Staggering. Customer service rude and offhand when I phoned to complain about disproportionate charge; tried to complain online and it is so fully automated you just reach a dead end; then they send you a customer satisfaction email asking how well they handled your complaint. About to lodge a complaint with Ofcom and also write to Which who really should not be recommending them. In addition, the broadband is extremely slow a lot of the time – slower than old style dial-up.
  • Reviewer
    Location
    Wolverhampton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AWFUL! customer service they will put you on phone for 1 hour to hold then asking u same questions again! Disgusting
  • Reviewer
    Location
    Nottingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have a problem with my internet connection. Have been trying for DAYS to contact PlusNet. Massive wait on phone line, on line Chat not working, Customer Forum ignored! I cannot even get in touch to cease my account!! They have gone to the dogs since being taken over by BT. Absolute rubbish!!!
  • Reviewer
    Location
    Woking
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Took my payment, setup a direct debit, no communication whatsoever that they wouldn't be sending an engineer "until further notice". 30 mins currently and still waiting on their lines to cancel. Cash grabbing ********.
  • Reviewer
    Location
    Newcastle
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer service is awful,I ordered weeks ago but theres been problems all the way. No one can tell me whats happening when I contact them but they always tell me someone will contact me, so far I have never had anyone contact me at all! I have no idea when my internet is actually going to be installed!
  • Reviewer
    Location
    Aberdeen
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with plus net for over a year and I was very happy with the service until I moved house!!
    It has now taken almost 3 weeks to get my fibre broadband set up due to an error made by the employee who ordered my fibre not organising an engineer. I say 3 weeks but as yet I still have no internet!! I contacted customer services and complained. My complaint took several days to be acknowledge. I was contacted by plusnet who apologised for what was happening. I was told an engineer would be around sooner but infact it's actually now 3 days later than originally stated. To say I'm not happy is an understatement as I need internet for work purposes! I will certainly not be staying with plusnet in the future!!
  • Reviewer
    Location
    West Lothian
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I had a contract with LIFE Mobile. Called and cancelled it. Yet Plusnet took over the Life a little bit later and simply kept my contract alive.

    Had a simple sim 30 days rolling contract. No phone.

    1. Sim card was deactivated
    2. Cancellation was confirmed by phone (I was recording the conversation as they simple couldn't understand the difference between Account and contract).
    3. After take over, Plusnet created new account with them without my autorisation (they took over ~2 months after my 30 days cancellation notice ended)
    4. They kept increasing the "bill" yet no one was providing the service and I had gave my cancellation like 6 months before
    5. Of course keep sending letters.


    Case will end up in court due to damaged credit score, illegal "account" creation, refusing the right to cancel according to their contract and the LAW.

    BE CAREFUL !!! THEY ARE NOT WORTH OF ANY TRY !!!!
  • Reviewer
    Location
    Newbury RG20 9DX
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful company. Switched to BT in Sept 2013 and they continued billing me. They owe me £70 but unable to get through on their award winning helpline. Have rung 8 times and waited over an hour in total. Avoid them like the plague.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    First connection, decided to delay connection by a week without telling me. "We're really sorry about that". Second connection, left me without internet for 2 weeks "because ofcom says they have to", no further explanation. Now want to send an engineer out only when I'm in work to fix my not working internet. Wouldn't recommend to my worst enemy. Without a shadow of a doubt the worst company since the Acme corporation.
  • Reviewer
    Location
    hampshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very poor broadband speeds (<2.6Mbps)
    They are owned by BT and offer the same terrible service. They offer a better deal to new customers than existing customers. AVOID THEM, THEY ARE TERRIBLE.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Bad experience I started. My broadband super very slow and buffer every 5-10 while my kids are watching. Then they cut my phone line with out any reason why. It's been more than a month I can't use the phone service and I'm paying £31 without any service they offer and call waiting time to connect with them is 30-50 mins and still they don't rectify the problem. Bad service
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful - just dreadful.
    There's a reason why they're cheap.
    Customer service is friendly & helpful until you sign up - and then it's non existent.
    Connection has been dreadful (weak and breaks all of the time).
    AVOID LIKE THE PLAGUE
  • Reviewer
    Location
    Reading
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    What a shambles - my previous contract expired last year - Plusnet were looking for a 50% increase to renew so I said I would move service. They then said they would reduce my bill again to stay on an 18 month contract so I agreed (big mistake!). Since then they keep trying to bill me for the price they originally wanted. I have to keep phoning them to get then to correct their system. They keep blaming a new computer system and a whole load of apologies, but reassure me they have now corrected their records and this would not happen again. Today I receive four automated emails from them saying that I had an unpaid amount on my account from Dec last year and that they would be terminating my service and changing me a £227 cancellation fee. So I phoned them again and after waiting for someone to answer the phone they agreed this was a terrible mistake with their IT system, very sorry and this would not happen again. Im fed up with having to keep ringing them so said I wanted to talk to a manager about these reoccurring problems. They refused my request. Considering the size of this company and part of BT, they are running it like a bunch of amateurs.
  • Reviewer
    Location
    Leeds
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Pretty crap. Quite slow. Very long waiting times for pretty much useless customer service. They're all package and very little substance but I don't know if they're much worse than their competitors to be honest.
  • Reviewer
    Location
    northants
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    awful customer service, waiting times for phone calls over 30 mins, hidden charges, awful signal, poor coverage,
  • Reviewer
    Location
    bromsgrove
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got to be the worst company to deal with, after signing up for a new deal, my old provider came back with a deal that was far superior and cheaper than plusnet,As i was within my 14 day cooling off period I cancelled the plusnet deal which was fine, but trying to get my initial deposit back as been a nightmare, trying to call them expect to spend 90 minutes in a queue, emails with promises that the money is being released broken promises, their adverts should be banned for for misleading, they are a shambles
  • Reviewer
    Location
    Blackburn
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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
  • Reviewer
    Location
    Southend
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Was promised the earth, got a handfull of dirt. Bad service, told lies and had to wait for my service, which did not give speed as advertised. Can only say BT / Plusnet are a bunch of cowboys. For goodness sake plusnet is part of BT but one agent I was trying to deal with was denying it, how stupid can they be. PLUSNET IS A BT COMPANY, Yet they regularly blame BT Openreach for problems, their problems, inhouse problems, but deny the responsibility. Unless Plusnet step up to the plate, they will die through BT arrogant lack of service. As I said Plusnet IS BT.
  • Reviewer
    Location
    West Sussex
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    All the time your service is working Plusnet are great but once I tried to upgrade to FTTP the problems started. I've been waiting for 3 months now and nothing works the Customer Service reps never call back and when calling them expect an hour wait before your call is answered, then follow that up with the standard response that there aren't any managers you can speak to - Plusnet couldn't give a damn once they have you on a contract, my advice is to stay well clear!
  • Reviewer
    Location
    Bognor Regis
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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.
  • 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
    Leamington spa
    Reviewing
    Plusnet
    Date
    Comments
    Their site doesn't provide an actual sales number to buy their products? The provided numbers put you through to a generic customer service number that rang for over 10 minutes. I gave up what total IDIOTS. I'm off to buy from a company that lets you talk to their sales team.
  • Reviewer
    Location
    Ilford
    Reviewing
    Plusnet
    Date
    Comments
    No stars from me. 1 month in and already regretting joining plus net should have read the reviews. Can't wait till 11 months is over so I can dump this rubbish company. My advice stay CLEAR .
  • Reviewer
    Location
    Buxton
    Reviewing
    Plusnet
    Date
    Comments
    For months I've been keeping a record of every time our broadband connection dropped out - and it amounts to several times a day. Even today, only hours after speaking to Plusnet on the phone and receiving the promise of them having increased the connection profile and the signal to noise ratio, the connection is once again dropping out. Plusnet are simply not providing the service we are paying them for; I would not recommend them to anybody, and unless they correct the problem and start providing a consistent and reliable service, we will be changing to another provider.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Absolutely terrible. Slow connection, technical support is very poor, you wait AGES to get through and they charge £30 disconnection fee!
    Stay well clear. Could not wait to get rid of them.
  • Reviewer
    Location
    County Durham
    Reviewing
    Plusnet
    Date
    Comments
    Rang plusnet (3rd try after waiting each time longer than 30mins) believing I had to renew or cancel my contract after 12 months (specifically made a note a year ago to contact them as on tight budget) to be told I had signed up for 24months and my payment was going up by approx £9 per month, absolutely no way I would have agreed to this. This is a complete con and although I can't afford to cancel I will cease to use them at first opportunity. Do not use plusnet but if you already have then check your length of contract.
  • Reviewer
    Location
    lancs
    Reviewing
    Plusnet
    Date
    Comments
    Don't sign with them they are cowboy operators an only after your money if you have to make complaints only do it through the sales line numbers they are the only ones that answer if you jam up there sales lines enough they may decide to deal with complaints differently

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.