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
    3.4 stars
  • Customer Service
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.3 stars

Based on 5817 customer ratings since 2018-12-14 (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.

2861 Customer Reviews for Plusnet

Reviewer Location Reviewing Date Ratings
Terrible. I now find their advertising incredibly patronising considering how rubbish they are, "we'll do you proud". Nonsense.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bromsgrove Plusnet  
Very unhappy with Plusnet.

Had a fully working fibre to cabinet broadband service for many years that stopped working. After many calls and one week later it was revealed by Plusnet that their internal computer system had deleted our broadband. They could give no date for re-connection and we have now been without broadband for 3 weeks and have been told we will get an update in a further 2 weeks time, so 5 weeks in total. No offer of escalation, no offer of a 4G modem.

Staff are polite and helpful but clearly their internal systems and policies are not adequate.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Winchester Plusnet  
Really fed up,moved house 4 months ago,internet has never been right since. Don't want to call & go through the same routines each time, speed is nowhere near that promised. I stream a lot, like most people now but this internet is so unreliable. Can't even do there on line chat as they say they are always busy. Stay away from these.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
essex Plusnet  
I have to say that Plusnet are head and shoulders above talktalk who I was with for years. In particular the customer service is friendly and efficient. Cashback was also amazingly straightforward
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Brighton Plusnet  
Been with plusnet couple of months guarantee 24mbs getting between 10 and 18 cant contact them on their website, cheaper than BT but pretty rubbish
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SOUTHAMPTON Plusnet  
I have had the worst experience with Plusnet please stay away from them and whatever you do do not make the initial payment because if you change your mind within the 14 day cooling off period they give you inaccurate information as to when you will receive a refund. First it’s within 7 days then when you don’t receive it and contact them they say it’s 48 hours and then when that does not happen you contact them again and get told they are sending a cheque within 14 days. WTF ridiculous.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Canterbury Plusnet  
AVOID AVOID AVOID. The worst company we have ever had the misfortune of dealing with. Signed up to them to move our phone and fibre to new premises and 4 weeks later we are still without internet and phone lines. We must have called them 50+ times to try and resolve issues. Lied to about every single element of this process, dates etc and always met with rudeness. We have now moved and plus net have taken over our line - but the call divert they promised when we signed up to them, HAS NOT been set up, and they now say it will take 48 hours. So we have NO PHONE LINES to our business currently. The disruption, stress and now cost implications are staggering. DO NOT USE under any circumstances.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Marlow Plusnet  
Plusnet requested a termination fee due to me prematurely ending my service, which I had no problem and duly attempted to pay, however when I got through to their payments team they said they were unable to take payment due a fault with their system and assured they would contact me when they were able to take payment. They also assured me they would not refer the matter to a collections agency and they sent me this in writing by email. I did not contact plusnet again as I felt it was up to them to contact me to collect their money. I was horrified then that a few weeks later I received a letter from a collections agency demanding the fee plus extra costs. I contacted the agency to explain the situation. I then contacted plusnet who apologised to me and said they had instructed the collections agency that I only need to pay the termination fee and no extra costs. I then contacted the collections agency again who advised me that plusnet had not contacted them whatsoever. The matter is still ongoing and I have all the written evidence from plusnet to say that I only need pay the termination fee and no extra costs. Plusnet, this is truly appalling service and I hope the telecommunication ombudsman is reading this. It is extremely worrying that plusnet have behaved in this way and very serious.
Ramsgate Plusnet  
They have been sending me account warning messages for months, but they're all wrong. They tell me there's a well known problem with their accounting software and so I just have to live with the fact that they can't bill me correctly. Plusnet have never been in touch to tell me there's a known problem or when it'll get fixed. I'm shocked at the way they're handling this problem, and I'll never use them again.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Hertfordshire Plusnet  
Absolutely shocking, the past two months my mum has tried to pay Plusnet but everytime she goes too, theirs an error on their side. They said they would put a note on the system saying she had tried to pay them and not to cut her off. Well officially off today (4/03/19) we have no internet till Friday (8/03/19) because they decided to cut her off. Honestly don’t bother, just be wasting ur time otherwise!
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Halifax Plusnet  
Don't bother trying to contact these people as they won't bother to answer the phone. After 3 attempts all lasting over twenty minutes waiting for someone to answer the phone I gave up. I did try the online chat to cancel my contract and they said I had to call in to cancel it! I explained this was impossible and then told there was not waiting times at all and lots of availability to get the call answered and no waiting time. I rang again straight away to be told there is a 20 minute wait - what an absolute joke this company is and wouldn't know what customer service was if it hit them in the face.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Stoke-on-trent Plusnet  
Every time we need to pay our bill we have a problem getting onto the payment site this is not a good example for a site that supposed to give good service . Because of this I have now had to phone to pay our bill . I have been on the phone for 20 min and was then cut off . The most annoying thing of this is that if we are late paying the bill you add extra charges on top . This is such an annoying service we are looking to go else where as same things happen every month . We are not happy with your service .
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Gloucester Plusnet  
To be honest it really sucks, it’s the wrost broadband I ever had, always loading, speed is really poor and zero reliability.
Can’t wait to change the contract. Greatest regret of my life for having Plusnet in my house.
Reading Plusnet  
Shocking. Stay well away. Had the worse 15 months of any service. 3 story home that I only get internet connection in living room and the one bedroom above rooter. Three other bedrooms you got no chance. When you speak to customer service they keep saying your in a contract.. I'd really like to see this company fold or go into administration. It's got no care to customer's so trust me and stay well away!! I could go on and on
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South wales Plusnet  
To those looking for a new supplier. Plusnet does not perform well. My download speeds are not as promised. I logged a download speed of 0.83 last night. The range is very poor, I struggle to obtain a consistent, reliable service upstairs (average 3 bed home). Changing channels and router has not improved the situation. My advice is to pay a little more and choose an alternative supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WILTSHIRE Plusnet  
They do not even know the meaning of the phrase Customer Service. Quite possibly the worst I have ever known. Their departments do not speak to each other. You cannot get any help whatsoever.AVOID AT ALL COSTS
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Norfolk Plusnet  
Really Really Bad Customer Service I signed up with these 2 Weeks ago received no confirmation ..... No info on when I will receive my router and get connected up I've rung a few times in the first week wondering what was going just met with incompetence and no One seemed to no what they was doing I eventually spoke to a manager the week after Julien who promised me this was going to be all sorted now and he had this covered for me and I will receive all they info via post/Email to yet again not receiving anything chased it up and this time they have denied all knowledge of me ever trying to sign up ..... Wasted 2 Weeks of my time could of just gone to another provider that would of known what they was doing
Preston Plusnet  
Internet went down for 12 days, had to make 5 calls and was spoken over many times. Promsed calls back which never happened. Then basically say tough luck, see our term and conditions. I woudl pay more and get someone who is prepared to act like they advertise.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
High Wycombe Plusnet  
Forget the ad on TV telling you how 'caring' Plusnet are - that really is a load of rubbish. The customer service is appalling - they over charge you and take forever to refund. I find the speed and reliabilty to be good, but I'm not sure I can tolerate the useless CS much longer!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
East Sussex Plusnet  
Went with plusnet based on service but soon found out this is just as bad as other providers you would be best to avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottinghamshire Plusnet  
Overall= Decent speeds however customer service is horrendous which stopped me renewing my contract

Speeds = Good

Customer service = Abismal especially if something goes wrong

Reliability = Not great, good speeds one day non the next
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Carlisle Plusnet  
Beware choosing Plusnet. Customer Services and Billing are absolutely atrocious. My billing has often been wrong. For example: I've just (stupidly) renewed an annual contract with them and they've double-charged me on my broadband. I ring them (always long waits, sometimes up to an hour). A surly assistant tells me that " no system is foolproof" ! No apologies. I tell her that the same happened last year. She becomes even more surly and then says goodbye and puts the phone down whilst I'm still in mid-sentence.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Wales Plusnet  
Utterly shocking. After 2 weeks I gave up. Didn’t even manage to connect us! Partner unable to work from home, unable to use our other services. Ended up having my money back.
They didn’t even order the router or exchange work. Kept blaming Open reach and they blamed someone else. Not my problem!!!!! I just wanted to be “Done proud” Company is not organised, a joke.
Oh, the one thing that went seamlessly was the taking of my money, that worked.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Staffordshire Plusnet  
The worse CEO complaint department and worse for service. Failed to cancel my contract after 30 days notice due to an error in their system. I only knew because collections started t chase be for 3 months unpaid bill. Contract still not cancelled and complaints being ignored. Finally the case is now with the ombudsman and account has been closed. Indian call centre can at least cancel the contract on time. ! ! ! !
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet is ok until somthing goes wrong it is then a disaster area. I have just left Plusnet and owe them £14-29 I tried to pay it last time i contacted them but couldnt because they didnt know the exact figure. Today having had no emails or telephone calls they have written to me saying they have been unable to contact me and have passed my debt to a debt collector Oriel. I have tried to contact both Plusnet and Oriel this morning neither answers the phone within the times they say. To add insult they have added 25% to the amount for their trouble!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Norfolk Plusnet  
We have been with Plusnet for 7 years and the service has been reliable. Any problems they have sorted via the help lines. Our original router worked but was 7 years old so they sent a new one for £7. Installation was very easy.
We have not changed from Plusnet because it has been zero hassle.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
WORKINGTON Plusnet  
Plusnet is the worst internet provider I’ve ever had. Don’t sign up with them. Customer service was abysmal, the service was extremely intermittent, and the the cost was far too high for the service provided. I don’t know how they have the nerve to spend money on advertising
Isle of Wight Plusnet  
cancelled my internet contract in December read out out all of my credit card details over the phone to end the contract and pay the payment - mans mucked the payment up now I’m getting debt fees for his mistake ..... people at Plusnet obv can’t do their jobs properly ? He also hasn’t recorded any info of our conversation- if I have to pay for someone’s mistakes after being told countless times that everything was ok and sorted out I honestly would not recommend such a scam of a company - recived am email from 2 days ago - 14 days to be resolved to pay a balance of £0.00??? Or it will be sent to debt collection? As far as I was aware I owed no money and yet apparently I do and it’s been sent already !!

If anyone cancels with this crap company please check your bank to see if the imbecile that works there has done it correctly and it comes out coz I didn’t !! Wasn’t aware I had to check somone does their job right
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham Plusnet  
Awful, Constant drop outs even though blue light on router. Speed fluctuates speeds and then to top this off I received an email about a failed direct debit email and they placed restrictions on my account the very same day!!! I have never had this with any company .
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Newcastle Plusnet  
Shocking....... in fact beyond shocking. Keep losing internet runs stupidly slow. Struggle to watch YouTube without connection disappearing. I have never known 1 internet service to be so consistently rubbish in all my life. Plusnet are to internet what Fred and rose west are to babysitting. I am basically paying to spend my life chasing plusnet and ripping my hair out through frustration. Changing companies and taking plusnet to court for misrepresention, false advertising and extortion. You will be hearing from me soon Plusnet!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochester Plusnet  
Unfortunately I had to cancel
My contract with plusnet but the advisor was really understanding and was able to assist me brilliant customer service which is rare in today’s market
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Halstead essex Plusnet  
Plusnet fouled up when both activating my internet and when i left them for an alternate provider. On both occasions i have been left with no internet service. Tried to make a complaint when leaving and it seems that the complaints procedure is simply based on speaking to a customer service advisor. His tip to me was to go to the ombudsman. I will never go back to Plusnet whilst i have air in my lungs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
rochdale Plusnet  
Was going to go to Plusnet but my present provider upped there deal so cancelled with plusnet after paying up front.Well what do you know refund was a joke and the lame excuses in the end sent me a cheque back way over the time stated to me when I rang up...complete joke..!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Derby Plusnet  
Been with plusnet for years, we are in an area they class as low speed, all providers agree. So we stuck with them but their customer service now is terrible. Long queues to speak with anyone and when you do finally get through you are told that a change in some system or other is causing problems. I am over charged then ring up for a refund only for it to happen the following month. Will leave once this contract is done.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Market Harborough Plusnet  
Been with them since Dec 2018. Internet constantly not connecting yet modem blue. Rang them to say was perfect with BT but since they took over numerous drop outs every day. They tested line whilst I was on phone & said all okay. Then wanted me to unscrew plate from open reach socket, to which I replied had no screw driver to hand & was concerned about doing that. He then said would send engineer but if no problem found in my home It would cost me £65. I stated not happy as never had problem with BT & maybe it was the router. Not interested just got me to agree to possible £65 cost & said someone would contact me. Then got email day or so later saying problem resolved. It's not!! The internet is worse than dial up was years ago & I will be leaving when contract up!! They have not done me nor themselves Proud!!!!!!!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
North West Plusnet  
Absolutely shocking customer service. Friend’s system wet down. Promised it back next day(Sat). Didn’t happen. Promised it back Sunday, didn’t happen. I spent 45 mins getting through to customer services, explained that friend had a serious medical need for contact. Promised a call back from engineer in 15 minutes and from a manager in 45. 3 hours on and guess what.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Abingdon Plusnet  
awful Internet speed, service disappear time to time
tests indicates 5mb/s download speed and 0.1mb upload
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Plusnet  
Just signed up with Plusnet and so far so good. Set up all went smoothly on date promised. Had to contact customer services a couple of times and received great advice and help. My broadband speed has doubled compared with my previous provider so am very happy customer at the moment
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Doncaster Plusnet  
Never had any drops, I was told my speed would be 8-14mb and I'm getting 36, pleasant surprise! They were late to install, but refunded me for the days I couldnt use the service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Pirbright Plusnet  
I think plusnet is brilliant. I have been with talk talk, BT and sky in the past and plusnet has been the most reliable service i have ever had.

You would think BT would beat all providers given its their phone lines, but Plusnet beats them hands down.

Well done!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Southbourne 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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