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
    London
    Reviewing
    Plusnet
    Date
    Comments
    NOT TO BE TRUSTED & WORST provider.
    misled when signed up to contract by sending email later increasing price from what i had initially signed for on line.
    Download speed:
    on my contract i was promised:
    Download: 71 - 72Mb
    Upload: 17 - 18Mb
    Minimum Guaranteed Speed: 67.3Mb
    i have tested my broadband numerously and it's only:
    Download: 21-24Mb
    Upload: 7-8Mb
    when i complained to them, i had awful experience form customer services.
    I am preparing my case to ofcom.
  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Comments
    Signed-up on 27 January 2018 noting the 10 working-days minimum set-up period. Called 20 February to check on installation. Advised that due to staff error, the process had not yet started so would have to begin the 10-day period again (quoted 6 March as earliest installation). Advised Plusnet that my BT contract ended 1 March and so I would either have to go without broadband for about a week (assuming they actually installed on the 6th) or stay with BT on its £42.99 per month rolling contract until I found another provider. No matter what provider I go with (I'm excluding BT's ridiculous service and charges)I'll have to wait the ten-day period and pay BT more than I would elsewhere. Plusnet simply not interested in this - awful customer service.
    Have emailed Plusnet's Chief Financial Officer - Andy Baker - but not holding my breath. Anyone thinking of Plusnet should look elsewhere.
  • Reviewer
    Location
    Cheshire
    Reviewing
    Plusnet
    Date
    Comments
    Atrocious service
    Nothing but lies and
    Incompetent staff.
    Took a month of confusion and upset before correctly connected. 24 hours spent on the phone. 27 emails and 14 text messages. Promised an apology from head office... still waiting a month later. Connection slow.
    "Do you proud"!
    Don't believe it!
  • Reviewer
    Location
    cambridge
    Reviewing
    Plusnet
    Date
    Comments
    One star all round as zero wasn't an option. Total waste of my time.

    Performance crap, customer service crap.

    Adios.
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Comments
    Disgusting and Appalling
    Contacted them at 19.47 on the 13/05/21, after explaining the problem to a girl several times I was told "I'll just have to put you on hold for a minute" after being on hold for 10 minutes I was automatically cut off without further contact or resolution. I know their "help service" closes at 20.00 but for her to use "on hold/ cut off" tactic is disgusting and appalling.
  • Reviewer
    Location
    Stroud
    Reviewing
    Plusnet
    Date
    Comments
    I wrote last week telling you about what terrible customer service .im still waiting this is two weeks after paying bill.i spoke to amreen akhtar today well she said the bank statement which i sent was hand written and could b a scam. I cannot believe there people .if you are thinking about joining plusnet think again the service is appalling !!!!!!! Danielle is supposed to b phoning back i would like to see what she says but i think that they think we are all stupid
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Comments
    Been with plusnet for bout yr n half now, when i took it out was promised the £50 cash back n still waiting..WiFi very slow when trying to open apps either buffering or tells me I'm not connected to internet??..Time to change companies
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Terrible costumer service.
    No service, most of the times you do not have any wifi connection.
    Long waiting customer service and after half an hour when they pick up, they cut the phone off on you.
    Finally forcing you to pay for non existing service.
  • Reviewer
    Location
    Bristol
    Reviewing
    Plusnet
    Date
    Comments
    Horrible service. Started a contract with them and they started charging me, even though I still have no Internet connection due to technical issues.

    They avoid sending a technician and they try constantly to claim there is a fault in the house installation so they can charge another £65 for the repair. I Keep explaining them that I just moved into the house so I can't be faulted for anynthing but they don't listen, they just keep mailing me their generic "fix it yourself" email that is not helping at all.

    Absolutely horrible, avoid at all costs.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Simply awful. Useless reliability, we've had at least once a month on average where we have Internet problems. If we were not on a prepaid plan I would leave immediately. My advice is to pay a little more and go for a better provider. The online chat service is useless for fixing issues, the team are not technically apt and simply ask customers to report a fault. They also have a ridiculously structured set of questions to answer to get through the troubleshooter before reporting a fault. It assumes everyone has a home phone and spare micro filter and router.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Unreliable, slow, never even close to as advertised regardless of if you use an ethernet cable or not. Terrible customer support, overpriced.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Simply awful. Useless reliability, we've had at least once a month on average where we have Internet problems. If we were not on a prepaid plan I would leave immediately. My advice is to pay a little more and go for a better provider. The online chat service is useless for fixing issues, the team are not technically apt and simply ask customers to report a fault. They also have a ridiculously structured set of questions to answer to get through the troubleshooter before reporting a fault. It assumes everyone has a home phone and spare micro filter and router.
  • Reviewer
    Location
    devizes
    Reviewing
    Plusnet
    Date
    Comments
    really poor service - avoid at all costs!!
  • Reviewer
    Location
    Canterbury
    Reviewing
    Plusnet
    Date
    Comments
    I was told to expect minimum broadband speed of 32 Mbit with fibre, possible even 40 Mbit. What I got, after signing up, was 11 Mbit, not only that it has always been erratic and constantly running even slower or losing contact altogether. A few weeks ago we lost internet access for over three hours. E mails to complain remain unanswered and ignored, phone to complain and there is always as 45 minute queue so I have never been able to speak to anyone. The final straw today is that I have been locked out of my plusnet email account. I can't wait for my contract to expire so I can go elsewhere. Total rubbish service.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Comments
    Really sorry I signed up with Plusnet. Ordered on 2 December, was told id be connected in 8/10 days, router arrived today, wouldn't work, nobody answering phones, live chat txt closed until early afternoon, txt with a guy for an hour, had me unscrew protective plate off phone socket, try in there, still not working, said he would send engineer on Monday,if its my fault,£65 charge I asked to cancel contract, too late ! 14 days are up ! I'm so not happy with this company, that's before I've even tried to download anything. Do yourself a favour and avoid at all costs ! They are rubbish, and you can't get hold of customer service
  • Reviewer
    Location
    Bedlington
    Reviewing
    Plusnet
    Date
    Comments
    Absolutely terrible say you can join online yet they take your payments then say you don't have an account with them and have to wait days before getting your money back got passed to god knows how many departments would never ever use these again
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Comments
    NO STARS!!! I was informed when switching online that my Internet service would be live on 3rd Aug (today). The router arrived last week. Plusnet text this morning stating phone line now live, but WiFi going live midnight tomorrow: Never experienced separate dates for phone /Internet going live, didn't know that was possible! So much for promised'seamless transition'!!! Cannot get through to customer service on phone as they are not accepting calls. Now unable to work from home. Looking to cancel contract and switch to another provider. Regretting leaving Sky, speed was extremely slow but at least we had Internet! DO NOT SIGN UP TO THIS COMPANY, THE POSITIVE REVIEWS ARE TOTALLY MISLEADING, SERVICE IS NOT JUST ATROCIOUS, ITS NON-EXISTENT!!!
  • Reviewer
    Location
    LONDON
    Reviewing
    Plusnet
    Date
    Comments
    This company does not honor their promises to customers, If I could I wouldn't even give one star.
    Last year on Black Friday I was offered £50 cash back for joining PLUSNET internet services, BUT UNFORTUNATELY it is now the next year, the next Black Friday and I still have not received this minor £50 despite several email and 3 phone calls, I would not trust this company or believe any deals they offer, haven't gor a clue about customer services.
    Thanks TT
  • Reviewer
    Location
    Bamford
    Reviewing
    Plusnet
    Date
    Comments
    Plus net are a load of crap who have no respect for their coustemers avarge waiting time 40 minutes and very poor service ant and I mean any co are better than that sower
  • Reviewer
    Location
    Cheste
    Reviewing
    Plusnet
    Date
    Comments
    Rubbish company ordered broadband any anytime calls for £31.99.a month. Canceled next day as they could net even set up my account properly, still waiting for my money 4 months later. All promise to sort it out nobody does a thing. Worst provider going.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Plusnet
    Date
    Comments
    joined plusnet because a friend recomended me but recently i have expirenced problems where as u make phone calls and u get charged high for them and u ask them a little facour and they make a big fuss also they say we wud do u proud that is very unlikely more like do u wrong its decieving
  • Reviewer
    Location
    hastings
    Reviewing
    Plusnet
    Date
    Comments
    dont bother
    we joined plusnet they finally sent an engineer round after waiting for over a month and a half who changed our line over to plusnet and a hour later our phone stop making and receiving calls
    its now 2 and a half months since we first called and we still have no phone or internet
    and dont even bother trying to call plusnet they keep you on hold for over an hour each time we have called to acheive nothing
  • Reviewer
    Location
    South West London
    Reviewing
    Plusnet
    Date
    Comments
    Terrible, terrible customer service. You have to wait 30-45 minutes to speak to their operator. I have waited 2 months to get some answer from them. At the end, they told me that my previous provider rejected them for several times. They ask me to pay additional £49.99 to proceed my order. It is not my fault that two providers failed to communicate. Why do I have to pay for their mistake?
  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Comments
    I wish I had looked at this site first. This has been an awful experience. Wrong dates promised. Engineers turning up when the date has been changed. You get emails which you know are wrong, but cannot notify them of mistakes as email does not reply, so you have to call them and wait 1 hour to get through. DON'T, it's a shambles
  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Comments
    Two weeks after setting up order with plusnet, no contact on day engineer was to call. We contacted
    Them and they said problem with exchange and they would contact us in 1 week! Nothing after 1 week, we called them again and not even given excuses, they didn't seem to know what the problem was. Any communication was only when we phoned them, they never contacted us at any time,after two weeks I wrote letter of complaint to customer services, which they did not respond to until about a week after I cancelled.Eventually after 3 weeks they said order was rejected! No one could tell me why, I only found out after I had contacted them again. Whenever I phoned
    It was at least 1/2 hour to speak to someone. Eventually I had to cancel my order as we were getting nowhere,although I had been reluctant to do so as it was getting near to xmas.
    I contacted sky who were recommended to me, great communication from start, came on day stated and everything working straight away.
    Thoroughly recommend them.
    Sorry I wasted all that time with plusnet,never had such bad customer service.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    This is the worst company I have ever dealt with. All they are good for is money grabbing. I signed up wih Plus net for broadband and on the day we were told verbally when an engineer would come round. My husband took the day off from work because one of us needed to be at home. Nobody came on the agreed date and time. I called Plusnet and they said we emailed to say we changed the date. Plusnet had changed date to the next day. They didnt send a messge, a letter or call to say they had changed the date. They emailed us when they knew we didn't have access to the internet. We were charged £65 because we didn't give  48 hours notice for the date of the engineer to be changed. They ruined our evening with their terrible cutomer skills and tried very hard to pin the blame on us. DO NOT TRUST THIS COMPANY!!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    AN HOUR ON THE PHONE TO SPEAK TO SOMEONE??? I JOINED PLUSNRT BECAUSE OF SUPPOSEDLY GOOD SERVICE. THINK NOT!

    The service isn’t working and I’m already thinking of cancelling for a full refund. Luckily I am within my 14 days period. I wouldn’t even mind the no-service if I could speak to them.
    I finally managed to speak to some attitude person and had enough. Now I am waiting for another 18 MINUTES to go through cancellation.
    PLUSNET SHAME ON YOU!!!!!!!!!!!!!
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Plusnet
    Date
    Comments
    Worst company I have ever dealt with, def need training in integrity and trust as ever time you call they tell you something different, been trying to resolve an issue now for over 2 months and still no result!!
  • Reviewer
    Location
    Heysham
    Reviewing
    Plusnet
    Date
    Comments
    DO NOT SIGN UP WITH PLUSNET. Total mess up with trying to upgrade to fibre. Also every time you wish to speak with them or use their Webchat facility expect a wait of 45 mins to up to 1hr 10 minutes for one of the many calls I have had to make. Not sure how they have such good reviews previously :-(
  • Reviewer
    Location
    Poole
    Reviewing
    Plusnet
    Date
    Comments
    I have had a PlusNet email service for some years and - thankfully - also an account with Virginmedia (who are great). Plusnet is probably the WORST helpline/support I have ever encountered, and there have been a few awful ones .....Can never get thru on phone, online 'chat' doesn't work, they don't answer complaints and - on the few occasions I have ever got to speak to someone - they are pathetic, can't fix anything. What a waste of time,; AVOID PLUSNET LIKE THE PLAGUE !!!!
  • Reviewer
    Location
    Cannock Staffordshire
    Reviewing
    Plusnet
    Date
    Comments
    Cancelled my account in September but still taking payments, I have phoned up about this and was told it would be stopped, it has not, I have tried to phone them but it's 25 mins wait at premium payment. I just cannot afford that type of phone call. I have tried email and that does nothing, where do I go from here, ????
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Plusnet
    Date
    Comments
    Worst company I have ever dealt with, def need training in integrity and trust as ever time you call they tell you something different, been trying to resolve an issue now for over 2 months and still no result!!
  • Reviewer
    Location
    STROUD
    Reviewing
    Plusnet
    Date
    Comments
    I cannot even start to tell you how rude saleh was on the phone paid my bill monday still not on and hes telling me i havenot paid it.not offering anything else but to send in bank statment.waiting to talk to manager danielle who was as un helpful as him and said she cant deal with it cause everybody has gone home. The customer service is disgusting i have just been on that phone 40 mins and now ive got to wait till morning to speak to darren angel .wonder what he will say hopefully he might have a bit about him not like danielle and saleh will let you know .think i might go back to sky should never of left but what does plusnet ad say the best customer service think they mean worse
  • Reviewer
    Location
    Liverpool
    Reviewing
    Plusnet
    Date
    Comments
    i cannot give zero ratings but this is what this company deserve. i have had poor connection with them since the very first second of joining them. i have never had one day free from problems. you will have to wait a minimum of 30 minutes and usually around 60 mins before you can get through to them via the phone. i have asked everyday for them to send out an engineer to my home to fix the problem and everyday this has been ignored. the speed is slow, the reliability is none existent and you cannot get through to the customer service to know if they are any good or not....do not, i repeat do not sign up to this company or you will spend the next 12 months regretting it.
    i have used a lot of broadband suppliers but plusnet are the worst by a very long way
  • Reviewer
    Location
    anon
    Reviewing
    Plusnet
    Date
    Comments
    Would rate 0 stars if I could. Been with plusnet since Dec 2018, after issues with Sky. Nothing but issues right from the start. Firstly, they didn't put the order through until we complained, was over two months before the order eventually went through. Then they changed us to a completely different line, we had someone elses! Took another month or so to sort this. They did give me 3 months off my bill, however right from the start, internet speeds very slow, they say that they can only promise ethernet speeds and not wireless...DOH, isn't WIFI what we all use???

    Now, after been flooded out, we were told we needed to cancel our existing contract and start another- which is 24 months!!! We told them that we were only in temp accommodation for around 6 months! Since moving, we have had a constant issue with speed. After many calls, and an engineer, we are now told that it is our fault that we are downloading nearly 2TB (which is huuuggeee!!!!) in a month, no-way! They have not offered a solution and don't seem to be bothered that if we are not downloading, then who, or what is??? We have no option now but to change provider as they are not able to offer a solution. They told us as it is a 24 month contract, we will have to pay £250 charge!!! They knew beforehand that we were only going to be here temporarily. They advised we are unable to claim breach of contract as the speeds only apply to devices connected by ethernet.

    My response, a complaint to plusnet, a complaint to ofcom and a dispute about the final bill, which will have the £250 cancellation charge added to it.

    Do not trust this company, they are not bothered about their customers, only about getting as much charges from you as possible. There has been no empathy or understanding of our trauma and even though we have lost our possessions, and our home for a while, they still want to kick us in the teeth and charge us £250!!!
  • Reviewer
    Location
    Aylesbury
    Reviewing
    Plusnet
    Date
    Comments
    The broadband come and goes, i have checked everything so am just going back to virgin
  • Reviewer
    Location
    Colchester
    Reviewing
    Plusnet
    Date
    Comments
    I have found plus net really difficult to deal with I didn’t get the voucher that they promised because they just didn’t answer the phone after three days of trying when I did get through to them they told me the time had run out I have since July had to phone them nine times they eventually sent an engineer to rectify their problem and today the broadband just keeps dropping out and it keeps asking me to put my password back in
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Comments
    Absolutely appalling service, I have been trying to amend the account details from my son's name into mine as my son previously paid the bills but has been travelling for the past year. After numerous calls to them from both me and my son, who incidentally is trying to call from remotes areas in New Zealand they will not cancel his name on the account. The phone calls to them are horrendously expensive as it can always take between 30-45 minutes just to get through and for my son, extremely high. He has stated in 2 emails to plus net who have confirmed that they have received these but still they insist that they need him to call and confirm. They have happily advised me that once the account has been changed they will greatly reduce the tariff, currently as a person living on my own in a flat and using little wi fi, however they constantly charge me around £35 per month! I am extremely unhappy with this so called customer friendly organisation and strongly urge everyone else to go elsewhere. Unfortunately the area which I live gives a very limited choice of provider, and I do not want to cancel the direct debit and risk harming my son's credit score.
  • Reviewer
    Location
    newcastle
    Reviewing
    Plusnet
    Date
    Comments
    poor quality internet customer services just rip ya off hang up phone not resolve matter only intrested in money
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Plusnet
    Date
    Comments
    Internet and rooter ok no problem there
    ok for first 3 months on payment system.
    now i am having problems with the billing system.
    They tell me my direct debit is wrong
    and my Debit card is declined
    when i know full well it is fine.
    I cannot trust them any more.
    Do not use Plusnet.

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.