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
Unfortunately, I am having to consider taking a legal action against Plusnet, where I will be asking for the professional conduct of its employees to be investigated. Utterly appalling service, and by reading the reviews on Trustpilop, most definitely the worst provider in the UK.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I left EE to join plusnet, what a mistake! More down then up, customer service that when you finally get hold of (30-60 minute wait times are just not acceptable) they dont seem to have much interest in helping. Cant wait for contact to be over.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
london Plusnet  
Worse customer service. Before you sing up its all good
But after singing up they just not willing to help
Never again
Can't even go to different providers
Will have to pay big fine £170.00
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Romford Plusnet  
I read reviews about plusnet and their awfule product and service but despite that, because they were alot cheaper than BT (and I understood owned by BT) I changed.
First off they put me on a lower speed than I was paying for and it was only recognised by them when I flagged it up. Then they claimed that they could not put me on the package that they originally said was available (yet BT were able to and BT say that they still can when I return to them).

Overridingly the customer service from Plusnet is appalling - as with the majority of other reviews. The call queue's to get through are very lengthy 20mins, 30 mins not uncommon and very often you are then told that the team you need to speak to are not available and that they cannot pass a message or get them to follow it up, and that the customer needs to call back and wait again to get connected.

I've learnt from my mistake and moving away from Plusnet. Yes, its cheaper but it's cheaper for a reason - useless product and useless customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucestershire Plusnet  
This company cut off my 88 year old mother's phone without warning. Her bills were around £30 per month more than when she was with BT. We couldn't get anyone to answer the helpline phone. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Derbyshire Plusnet  
Terrible customer service. Leave you waiting in all day for an appointment. Turns out it was cancelled and there is no way of notifying the customer. Their excuse is the computer system needs to be upgraded and there is nothing they can do. They don't even apologise for it. When I complained they said I would have it set up in a week. They I got emails saying it would be a month. They didn't even offer a refund of the £49.99 I had paid for the engineer's visit which they cancelled without telling me.

They write tickets that don't make much sense. When you add comments they ignore them and put the ticket on hold for review in a week.

All in all they were useless and rude and I have no idea how on earth they have won a customer service award from Which?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Smit Plusnet  
On the whole excellent. Just one gremlin that stops me giving 5*. Recently bought LG tv from John Lewis along with their +Net broadband. When watching All 4 app in particular Walter or Netflix, it is at times slow to load and sometimes unavailable. Mystified as on our iphones, tablets, laptops and PC it is very fast and never any problems. Any advice?
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Wissett Plusnet  
Customer service is very disappointing. Had problems connecting in new house. Spent around 7 hours on hold waiting to get through to call centre. Eventually 2nd engineer fixed problem and 3 months later I get email to say I have to pay £65. Not enough staff employed in call centre.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Glasgow Plusnet  
Wanted to cancel contract after phone stopped connecting to the internet for 2 months as there was a problem with the sim.
Lady on the phone was very short with me and was not very happy to help me. She asked a LOT of questions to identify myself and wasn’t very patient about waiting for my to find information that I didn’t expect to have to give.

God to be leaving them and moving to EE.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Nottingham Plusnet  
This supplier provides a really good service.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
DEVON Plusnet  
Absolutely appalled with their service. I joined plusnet in Nov 2013 and ahd no issues for about 8 months. After that, I have had issues after issues. This is the second line my phone has gone dead. The first time, they were able to fix it within a week. This time, they tell me they have no idea because it is an underground fault and they need to dig up..etc. and have to get permission which takes up a lot if time..etc. I have paid for my land line in advance, so they have taken my money but it has been over 2 weeks my land line is not working and they cannot tell me when it will be working. So, I have paid for a service I cannot use. Since Nov 2014 I have had broadband issues where it keeps going off at various times. Every time I called them, I had to wait for about 30-35 mins to speak to someone. Then I got told various things, promises that everything will be fixed but the issue was still there. The funniest thing is that every time I called, the person Is poke to apologised on behalf of his/her colleague for the misinformation they had previously given me!! What kind of company is this? What kind of training are they given where one colleague has to apologise for the other for the wrong information I was given. My land line is till not working; I made a formal complaint and the manager or whoever it was had the nerve to tell me that they cannot give me a guaranteed time of when my issue will be fixed and also cannot guarantee a fault free service!! I requested to be let off my contract but again was told that they cannot do that because the fault was not due to them!!I mean really??? Yes, they use BT services but that is not my problem. I am their customer and if they cannot provide a service then they are at fault. I am now stuck with this useless company. I regret using their services..stay away from PLUSNET!!!! Stick to virgin media or Sky!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bushey Plusnet  
I have been with Plusnet for years and only recently I am having problems with the land line keep crackling and not able to speak or be heard. When I call Plusnet to raise the issue they want to charge me for an engineer to check the green BT box at the end of the road where I know the problem is. When I was with TalkTalk I had the same problem and they told BT and it was sorted. Now I call Plusnet for the same problem and get told there is not a problem with the line but we can charge you for an engineer to come out and test it. BT bought out Plusnet in 30/01/2007 and BTs dirty little tricks are beginning to seep in to a good company that does not deserve to be connected with such a terrible company like BT. I have been praying for BTs demise right back to when they were the GPO as we all paid extortionate bills back then as they were the only telecom company allowed to operate back then.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Chiswick Plusnet  
We were originally with Talk Talk when we signed up with Virgin to get a better deal. However, despite several texts from Virgin confirming they would be attending for the installation, no one actually turned up! Were very annoyed especially as my husband, who was very ill with the flu at that time, spent the day moving furniture, taking stuff off of wardrobes etc., so that they could run the cables. Decided to stay with Talk Talk who informed us that it was "too late to cancel the cancellation" and disconnected our broadband and telephone line the next day. Bit annoyed with Talk Talk and Virgin so signed up with Plusnet. Very smooth from start to finish. They reconnected our phone line the very next day. Had to wait a couple of weeks for fibre optic broadband to be installed as they were fully booked, however, on the day of the installation the engineer (who was very nice) turned up at 8.00am ringing beforehand to say he was on his way. Throughout the 2 week wait for the broadband we received regular texts and emails with updates. Since having the service installed we have had absolutely no problems with the broadband or telephone. My only slight niggle was that I had to ring them a couple of times (once to get the caller display added to the phone and the other time to confirm they would still be coming to install as Virgin made me a bit paranoid)and had to wait about 50 minutes on one occasion and about 35 minutes on the other before I got to speak to anyone. However, as the calls are free I just got on with my life whilst having the phone on loudspeaker. Once I did speak to them, they were very pleasant on the phone and actually sounded like they knew what they were talking about. All in all I am very pleased with their service and would definitely recommend them.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Beckenham Plusnet  
The biggest mistake I've ever made was to switch to Plusnet. The Internet connection is so slow and patchy. We can't get Catch Up programmes on Sky TV. Think very carefully if you're considering switching. I can almost guarantee you a far worse service in every respect to the one you're using now. Not fit for purpose.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Buckinhamshire Plusnet  
terminated my broadband service with no notice, no warning, no apology. Need to redefine what award winning service really is if this is their standard, must be the bottom of the list. Not recommended.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Averham Plusnet  
Been with them for 4.5 years now and overall have had very little problems with them. Any problems were sorted out pretty fast. Overall speed is very good and very rare occasion had any problems. One problem I had was a router failing and was replaced within 3 days. Speed is consistant. They have had problems with their web mail server being very slow to connect and get emails, but but that has improved but still not 100% there yet. I have had good deals with them but its best haggling. So overall very satified with them.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Newark Plusnet  
I have had so much trouble with plus net it has been the most stress full experience in my life they promise to call back and don’t they kept me hanging on the phone for over an hour and then there was no one there the manager was supposed to call back in four hours and I am still waiting after four days if you want stress go with them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East sussex Plusnet  
The slowest, most unreliable internet provided by company of third-world standards. BIG NO NO NO NO to plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
When I joined Plusnet, only ADSL2+ was available where I live so I had an up to 15mbps broadband speed. The property was newly built so the line had to be installed by BT before I could start. I have no phone and no intention to ever get one so having to pay for a line rental was a sting, but I know that's standard for ADSL.

When I ordered broadband I was charged then asked to book a date for installation. The earliest date available was almost a month away. Ouch.

Soon after this, I started receiving parts of text messages trying to tell me there was a problem and asking me to text them back. I tried texting back but the phone number they sent the message from wasn't a valid number for me to text. The company also tried calling me a few times, despite me telling them I was disabled in a way that makes me unable to take phone calls.

I finally managed to get online at a local pub to see the emails they'd sent me. They told me I'd given them the wrong address and the installation date I had booked was never actually booked. I hadn't given them the wrong address; all the info I gave them at the start was correct. I told them it was the right address and they tried again.

It got to a week after the date I had originally booked before a BT engineer came, who was very nice. A few days later they turned on the phone line and started charging me the line rental, even though I had never asked for it and it was useless to me without ADSL.

Weeks passed before they told me the ADSL was turned on, as apparently there was a problem with my account. It took a formal complaint to PlusNet and Citizens Advice to get them to fix the problem. Before the formal complaint, Plusnet had ignored several emails I had sent for two weeks. Even after this, I never received a reply. I expect they ignored me so they wouldn't have to reimburse me for the copious amounts of money I had to spend on BT FON to get online to keep moaning at them.

After they told me the broadband was ready and working, I struggled with setting up the router as it couldn't connect. It's been some time since they sent me this message, and I'm still without internet, and they've still not responded to my official complaint, request for technical help, or request for reimbursement. I will be getting reimbursed, and I will be taking this to higher authorities.

I am now down around £100, lost my job, had to restart medication for depression that I managed to come off, lost a lot of sleep, shed many tears and suffered panic attacks due to their terrible service, complete ignorance, and exploitative and malicious conduct.

Obviously I don't recommend Plusnet. I have never in my life been more abused by a company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Dorset Plusnet  
Had fibre since February 2019. Never had a problem. Never needed to contact them. Now having problems in the last week or so with my wireless connection dropping out every 24 hours or so. I just called and was told they do not guarantee a wireless connection. Never heard such rubbish in all my life. I said should I plug my mobile into my router, and my tablet, echo devices, firestick and smartplugs? Such a stupid comment. Apparently the warranty on the router only lasts 12 months and amazingly it's just out of date and they want £150 for a new one. As my contract is up in August I asked how much it would be to leave early which is £63 so I know what I will be choosing. Never again...
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Manchester Plusnet  
Outrageously raised prices for MMS.

DOES NOT support short code (short mobile number that utilities companies and banks use to contact you). If you receive a message from your bank that uses short codes (e.g., 456633), you will not be able to reply to that SMS, however important that might be.

Called the customer service and some guy responded in most surly voice that they don't support it - that is it.

Mobile network coverage is poor in many part of the UK and it is pathetic in Germany. So if you have Plusnet and thinking of taking your mobile abroad, think twice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Plusnet  
I have been with Plusnet for many years. Not on Fibre. I have always found them excellent in every way. Waiting for phone response is a pain sometimes. I would recommend.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Nottingham Plusnet  
I've had no technical problems with my fibre broadband but I've had loads of trouble with billing.

As has been said lots here, service is atrocious. Call wait times measured in hours, response to emails measured in days, thought that goes into the response, milliseconds.

Repeatedly have to explain the problem again and again even though it's all written for them to see. They always try to get out of their obligations by obfuscating so you'll give up. They are rude and ill informed.

If you sign up, be lucky because if you have any kind of problem, you'll regret choosing Plusnet.
  • Satisfaction
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Milton Keynes Plusnet  
Broadband speeds between 2mbs and 20mbps never to the 30+ mbps I was promised. WiFi router is very cheap and poor. They then rip you off on landline calls. Call centre response is very poor.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Lee Plusnet  
Absolutely appalling company with disgustingly rude customer service agents. The internet rarely worked and when it did, it was painfully slow, but the worst thing was the 'customer service'. Incompetent at best, outright rude the rest of the time. They ignore emails and messages, and are unpleasant on the phone. I have cancelled my account with them finally and would never use them again, even if they were free! To save yourself a lot of frustration, please use any other company out there, regardless of cost or deals, you'll regret signing up with Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Plusnet  
Do not use, shocking customer service and dreadful broadband. Extremely difficult to contact, only option is to be on hold for 30 minutes plus each time as online chat is never available. Broadband speed is appalling, and no help to improve issue. Finally managed to get out of the contract and they've continued to take payment despite being informed we were leaving. Back to waiting 30 minutes on hold to get reimbursed! Worst provider EVER.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Carlisle Plusnet  
Worst ever. Huge call wait times, then they put you on hold and never come back. Nightmare customer service. How do they get away with it?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Gloucestershire Plusnet  
Been waiting over 3 weeks to be connected with broadband. Different excuses every time I ring them. One of the staff said I need to pay £49 extra for a new line to be installed. Terrible stressful experience so far. Between them & Openreach my perfectly fine internet connection which worked before the switch, has become a massive problem.
Norfolk Plusnet  
I had PlusNet broadband put in due to the English based customer service and support, what I didn't realise was how often I would have to ring them.
Was sent a faulty modem which only after a month of no broadband they sent a new one out which does work but will need resetting regularly which they send you instructions of how to do this so you don't have to keep ringing them. I would not recommend PlusNet and when contact up with them will be changing.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    1 star
sutton-in-ashfield, nottinghamshire 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  
Absolutely awful! Stay clear!
Award winning customer service? Absolute joke, I had the worst time with this company.
Lied to, mislead, treated awfully thr list could go on, save yourself the stress and stick to the big providers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Nottingham 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  
Plusnet's broadband service is absolutely horrible. Online gaming is impossible unless you have no other internet-using devices online. Ping is so unstable, ranging from 9mbps to thousands. Download speed also fluctuates constantly, usually at around 16mbps. Upload speed rarely surpasses 1mbps. Overall, I would not recommend this provider if you have more than one person using the internet at once.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Haverhill Plusnet  
Awful service, really disappointed considering the adverts.

Called to make an order, fairly painless - then got a text that they'd changed the date for the engineer. Fair enough, happens but meant this wouldn't work for me so cancelled the order.

I had my 80 quid returned then taken back 5 days later on the 5th of November. It's now the 19th and I'm still waiting for this to come back after 14 days and three calls including a 40 minute, 20 minute and 40 minute wait on the phone to a charged number. Not only that, the ticket was responded to on the online helpdesk by me on the 6th and have had no response since, what a joke. Would never recommend, will never use again.

Was really looking forward to the high levels of service reported too.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shropshire Plusnet  
Awful internet provider, one minute you have a solid 70mbps download then not even 5 minutes later it's down to less than 1. It will randomly cut out for about 10 minutes. Would never recommend to a friend
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Norfolk Plusnet  
Gave notice and asked for Mac code to go to BT. Next day broadband speed slowed down to 0.2mbs now still have a week before switch over. Are plus net breaking a code of conduct. I don't think it is anything to do with my kit.
Burley in wharfedale Plusnet  
I've been with plusnet for a while and it started off OK. However, it went downhill when I moved house and more recently, trying to cancel the service due to a house move and dissatisfied service. Briefly put.. Didn't have acceptable broadband in the property for 3 months after moving in. Granted not all plusnets fault but didn't help. Also Had to either pay a 'moving fee' or committ to a further 24 months (swore he said 18 months, but they have it on record allegedly). Should have told them to do one then and get a better deal elsewhere, but gave them the benefit of the doubt. Had technical issues a few months later and was told it was the router, so to resolve it, I either had to pay £50 for another one or commit to ANOTHER 12 months. I said no thanks and have had to put up with poor internet until contract runs out. Moving again, leaving contract early had to pay £91 cancellation fee. I don't care if they're from Yorkshire, bad service is bad service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Shropshire Plusnet  
Absolutely rubbish waited for a month still now broadband, staff on phine tell lies about where my order is. Excuse after excuse and kept cancelling order 5 times! Outrageous and poor accused of all sorts bloody useless and unnaceptable company. Idiots
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    5 stars
Dover Plusnet  
Customer service is turkey terrrible. I waited on the phone in a queue for over 30 minutes and I got the feeling the operators were just putting me on hold so that I wasn’t able to change my now expensive contract at the end of the contract period
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
The worst broadband company out there, we are overpaying for internet that doesn't work half the time and for less we could be paying for 8x the expected speeds at virgin media. **** company, ran by *****, NEVER BUY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London 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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