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
    Brighton
    Reviewing
    Plusnet
    Date
    Comments
    Moved over to plusnet on the 24th jan it didn’t work so called them was told it would be up and running 24 to 48 hours later it didn’t happen was then told fault on line which they then said was sorted 2 dats later still didn’t work spoke to one girl who just sighed a lot she gave me the impression I was just stupid called them another four or five times still no joy got to the 14th feb I gave up on them and cancelled order I do not understand what has happened to giving the customer a service
  • Reviewer
    Location
    Reading
    Reviewing
    Plusnet
    Date
    Comments
    worst provider, customer service access takes ages. they promised not going to charge 0845 and started charging, every month I've to call to get this clarification,still struggling. Don't go near them.
  • Reviewer
    Location
    Isle of Wight
    Reviewing
    Plusnet
    Date
    Comments
    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
  • Reviewer
    Location
    Southampton
    Reviewing
    Plusnet
    Date
    Comments
    No stars! Absolutely awful customer service. I had what I thought was a productive online chat to arrange to change broadband and phone to Plusnet. 3 days later I received a text from BT to say I would not be getting a final bill as I had retained some services with them. I rang BT and was told Plusnet had put in an order for my phone but not broadband, then cancelled that order. I rang Plusnet, waiting 15mins for a service assistant. They told me that BT had refused to release my number. Back on the phone to BT who denied this, pointing out that Offcome would fine them heavily if they refused to let me keep my number. BT also offered me discounted rates to stay with them. Back to Plusnet - I asked who was lying? When I told the agent what the first agent had told me she said "Oh, that WAS a bit of a lie!" I asked them to cancel my oredr and repay what I'd already paid them.
    The saga went on though as Plusnet then sent a second order to BT, who thought I'd changed my mind and was going to Plusnet after all. Once again I rang Plusnet who promised me the order had been cancelled. A couple of days later I received another text from BT saying they were sorry I was leaving them - Plusnet had NOT cancelled the unasked for order. I've now had to jump through hoops to get BT to cancel Plusnet's order as Plusnet seem incapable of doing anything I've asked them to do.
    DO NOT USE THEM.
  • Reviewer
    Location
    Wales
    Reviewing
    Plusnet
    Date
    Comments
    I ordered broadband from these people a month ago, they took my money and that's the last I heard from them. I have spent an evening on the phone to them since, having spoken to 4 different people, being cut off whilst waiting, and still nothing. Absolutely apaling customer service..........I'm still trying to cancel.
  • Reviewer
    Location
    Trowbridge
    Reviewing
    Plusnet
    Date
    Comments
    If you have a life to waste spending on the phone to be passed off and have money in the bank for them to freely take without explanation to receive no services, feel free to sign up! Do not do it!!!!
  • Reviewer
    Location
    nw2
    Reviewing
    Plusnet
    Date
    Comments
    totally dissatisfied.promised that the connection would start on certain day -no connection since past 2 weeks - upon calling no luck as long wait so given up few times - eventually being told problem on the line etc etc. Router promoised too but no sign of router evern after 14days been chasing and yet again long wait - frustrating - called up again and being told that the first person did not send - so if i did not call i would have still waited for the router. finally arrived and upon connecting the router no broadband connection - yet again called them - being transfered from one person to other (also had emailed several times) - todate no broadband - nearly a month now - cannot work from home - so very disappointed.asked them to cancel my contract - but being told have to pay as 14 days passed - so cannot afford to pay so much.
  • Reviewer
    Location
    TN380PH
    Reviewing
    Plusnet
    Date
    Comments
    Excellent broadband but prices regularly increasing
  • Reviewer
    Location
    Nottingham
    Reviewing
    Plusnet
    Date
    Comments
    Tried to obtain these services online however there was an error with my payment,obviously on plusnets behalf...for some reason they wanted to take my money and give me no services,then they’re saying there’s no history of the payment,my banks confirmed that plusnet is holding my payment. Rang up to be answered by an idiot customer service member of staff,told him the situation as I’ve been chasing my money for 4 days and he gives me attitude like it’s me holding his money...anyway still waiting on my money as they can’t find it...very poor first impression I only wanted to buy one of the products and got messed about from the get go. So it’s a no from me!!! Even talk talk are better than this and they’re awful aswell.
  • Reviewer
    Location
    castleford
    Reviewing
    Plusnet
    Date
    Comments
    I am waiting to get through to plus net as i type this 20min so far I have been with them for 5 years now very good to start with now rubbish
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    AVOID. Their service doesn't even deserve the one star I was forced to award to complete this review. Plusnet failed to cancel the service provided to he previous tenants. They then proceeded to charge us as incoming tenants despite having no intention of providing a service. When we rang to confirm delivery of the router we were told this had not been processed but the operator could not tell us why. After calling back on a different day we were informed that our order had been cancelled (although the direct debit had not been)! After some digging with a different provider we found out that as Plusnet had failed to cancel the previous tenants service (despite their request for Plusnet to do so) and so we could not obtain line rental until the previous tenants, who we were not in contact with, had confirmed the cancellation AGAIN to Plusnet. Despite this being entirely Plusnet's error we have had nothing by way of even an apology let alone compensation for the delay in receiving an internet to our new flat. Their service is disappointing and has caused us a lot of stress. Particularly it is quite concerning that despite cancelling our order they continued the direct debit and didn't offer a refund of the set up fees until we queried this.
  • Reviewer
    Location
    Haslingden
    Reviewing
    Plusnet
    Date
    Comments
    Being already a customer and moving house i thought it would be easy. I gave notice and was informed that my bill for phone and unlimited fibre broadband, would increase to £42.89. This was taken out on this month. My internet was cut off in other property the end off last month. I was told the phone would be connected on the 7th Aug. Thinking the fibre would go on not long after, on the 8th I phoned to find out when it would go on. This was the start of many on line and land line calls to find out what was going on.
    Today I am finally given a date. The 29th of Aug. Not only is it the 15th Aug today, but I'm told there is another 14 days to wait.

    Although they say I will get a refund for Time with out phone (7 days) and fibre ( 29 days) this will only happen after completion of fibre.

    So to recap. Many a wait of up to 1 hour of waiting to speak to someone, lack of communication from them, and to top it all, they take money for a service they know you won't have for quite a long time.

    It was so quick when I first joined, but it seems like after your with them, their not so quick. Could it be they know if your not happy, You have to pay to leave?
  • Reviewer
    Location
    Ramsgate
    Reviewing
    Plusnet
    Date
    Comments
    Dreadful service during the last 6 months. Service has been awful, A very long waiting time on the phone, and when after around an hour wait, on several occasions did
    not receive the advice I needed.
    This company used to be really good
    but I have found that is not now the case.
  • Reviewer
    Location
    Moray
    Reviewing
    Plusnet
    Date
    Comments
    Just appalling in every respect.
    We pay considerably more per month than other areas dues to our location, which is fine, we accept that. What we don't accept is that the service provided doesn't match the price paid.
    For the 4th time within 18 months we're without broadband. The same checks are carried out each time with the same results, there's no apparent desire from Plusnet to find the cause of the problem, and certainly no urgency.

    If you have an option for service providers I'd urge anyone to go elsewhere, Plusnet are to be avoided. The only reason we're still with them is that we need the service fault rectifying before we move to another provider.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Probably the worse company I've dealt with for a long time.. Their customer services are rude and don't care..my broadband has been not working for almost 3 months. I have reported it on the phone, online and yet its not fixed!!!! So I'm paying for a service that I'm not receiving. My contract ends in a month so can't wait to leave them. Even one star rating is generous!!!!!
  • Reviewer
    Location
    Cumbria
    Reviewing
    Plusnet
    Date
    Comments
    Over the years I've been with quiet a few ISPs. The main reason for change has usually been down to the pursuit of a better deal. Unfortunatly this was the reason behind my switch from sky to Plusnet. I realised I had made a mistake from the arrival of the router, as it's like something out of the Ark, the Internet speed is snail pace at best with continual drop out and lagging (this is something we have never experienced with any other provider, as we usually have a very strong connection) the customer service is very poor, and that's if you can actually get to speak to someone as the wait time when calling at anytime of day is usually in excess of 30 mins. They also don't respond to email questions, I currently have a question that has been outstanding for over a week and counting. In summary if you read the marketing bullet points you will find that the service provided is the exact opposite. The end of my current contract can't come fast enough and if you are considering switching to Plusnet, no matter what deal they offer. Don't !!!!!
  • Reviewer
    Location
    Leics
    Reviewing
    Plusnet
    Date
    Comments
    Poor start-on limited time offer, a reward card advertised as £75, I got £50. Challenged this & told it's because customer services have ability to decide what offer should be. Such as lower rates for lower rewards card
    Also- when I asked them why I only got 50 not £75, surprise!!!it look a day over my 14 day cancellation period to get back to me. I called them tight & Weasley.
  • Reviewer
    Location
    Baildon
    Reviewing
    Plusnet
    Date
    Comments
    Have spent ages waiting for an advisor to speak to about cancelling my brothers account as he is realy ill and has moved into a nursing home. Response plusnet didnt want to know when I told them he was really too ill to speak to them, so he will be now building up charges for a service he is not using. Thanks plusnet you obviously do not give a damn about your customers.
  • Reviewer
    Location
    Hereford
    Reviewing
    Plusnet
    Date
    Comments
    Absolutely awful company, broadband unbelievable slow so infuriating can't wait to leave them as soon as my contract is up.
  • Reviewer
    Location
    glasgow
    Reviewing
    Plusnet
    Date
    Comments
    In my personal opinion, I think that this horrible network provider is the worst I have ever seen in my life because of the sheer lack of network reliability and the atrocious speeds that are given and the fact that my price per month increased at such a rapid rate I went from 20 pounds a month to like 40 a month its absolutely disgraceful and downright shocking I really expected more from a provider that guaranteed me a stable internet connection and a fixed price
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    It is the worse service provider you will ever find. If you try to call them, be prepared to stay on hold for more than 30 minutes. The broadband is very slow even if it was promised 85 Mb (fiber optic). The equipment installed consist of two old boxes (they look like from the 1970)- if you are looking for a sleek modern look-you will not enjoy finding Plusnet boxes in your room - and they don't deliver either!
  • Reviewer
    Location
    Preston
    Reviewing
    Plusnet
    Date
    Comments
    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
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Just avoid them.
    One of the worse company I ever seen.
    Any time you call them waiting time 50 minutes. Worse customer service. Withing 14 days I have cancelled my contact but I have ended up paying 44.99 pound!
  • Reviewer
    Location
    ceredigion
    Reviewing
    Plusnet
    Date
    Comments
    IF YOU WANT BROADBAND OR MOBILE PHONE OR TRESTIAL TV DO NOT COME HERE
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Comments
    Plusnet is a joke.
    They charge extra if u don't keep an eye on ur statement. Their broadband can let u down randomly. Then u have to pay to fix it. The waiting time when u call them has never been less than half an hour. Unless ur calling to join them then it's different story..... I will never have a contract with them again. I can't wait for my contract to finish.... They missed me up big time.
  • Reviewer
    Location
    West Midlands
    Reviewing
    Plusnet
    Date
    Comments
    Speed - appalling, constantly drops
    Customer service 40 minutes wait
    Broad band speed - upload .69 when it works, download 5.84 when it works
    Reliability zero
    NEVER had any trouble with previous provider with speed in 15 years. Moment I changed to plusnet all changed.
    Only one word to describe - USELESS
  • Reviewer
    Location
    Newcastle
    Reviewing
    Plusnet
    Date
    Comments
    As with a number of other reviewers exactly the same shambolic customer service. Again as with a number of other reviewers, I placed an order for broadband and phone and they took payment straight away. An agreed date was set for the engineer to install the service. 2 weeks later i got a ‘courtesy call’ message and then low and behold later that day an email giving an engineer installation date a further 2 weeks from the first agreed date with no explanation. After a number of calls including multiple waits ranging from 35-40 mins to 15 mins to be passed from one ‘dept’ to another I eventually found out the infamous ‘automatic order system’ had cocked up and hadn’t assigned the engineer installation order even though I had a confirmed date. What a load of cobblers! They must have known and the mysterious ‘courtesy call’ yet nothing was mentioned about this, I think this was clearly a fishing exercise to see if I would accept the extra wait. I would call that a little suspicious. I insisted on keeping the original installation date but they wouldn’t have it. So I have cancelled the order on principle even though I will have to wait for the alternative provider to install the service. I asked for my money back, to be then told the refund would take 20 days! Bloody disgraceful service from the start! Their adverts promote best service, no hassle, does what it says on the tin blah blah blah... rubbish and a con. Avoid this lot at all costs
  • Reviewer
    Location
    Ramsgate
    Reviewing
    Plusnet
    Date
    Comments
    Had a contract for 18 month or for however long which I terminated early due to poor service, endless problems with slow or not working broadband, poor telephone line. Fed up with constant long call waiting times for over an hour sometimes trying to solve the issues. In the end I gave up but naturally got stiffed for an £80.00 early termination penalty and threats of contacting a debt recovery firm if I didn't pay. Not even sure if this fee is legal but can't be bothered to challenge it. When I phone up to pay it they answered the phone straight away , funny that. I only went to plusnet as BT was rubbish now I hear they are both the same company so both are rubbish.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Comments
    This company needs to do everyone a favour and give up!! Give up and stop letting people waste their money with their rip off contracts that are impossible to get out of without paying out a fortune!!! They should have to pay for counselling sessions for their customers with the stress you have to go through!!!! Honestly save your health and choose another company!
  • Reviewer
    Location
    Leeds
    Reviewing
    Plusnet
    Date
    Comments
    I'm reviewing on behalf of a service user that I support. He had an engineer booked only to find on the day, when they didn't turn up, that there had in fact been a mistake and no booking was in place. He recieved no communication about this. Bearing in mind they had already charged for the engineer and 1 months usage. Both him and I, on several occasions have tried to call Plusnet and either been on hold a ridiculous amount of time (1 hour+) and still not gotten through, or couldn't get our questions answered or the line just went dead. Frustrating isn't the word. My client has now had to go elsewhere and is £70+ out of pocket. Trying to get through the complaints procedure is an absolute nightmare so I don't hold out much hope that he will get a refund. Would absolutely never recommend. Poor service, if you can get through to anyone and poor communication from the start. I support vulnerable clients and the whole experience has caused him nothing but frustration.
  • Reviewer
    Location
    Petetborough
    Reviewing
    Plusnet
    Date
    Comments
    ×××××××××WARNING ×××××××× Becareful with Plusnet they cease your contract without informing you even though you pay your bills..... when try get hold of someone you always get fobbed off and passed to another department or just put on hold for 43 mins..... still waiting on hold now for my call to be answered 1 hr 17 mins now............ WORST SERVICE EVER don't sign up
  • Reviewer
    Location
    PAISLEY
    Reviewing
    Plusnet
    Date
    Comments
    Absolute rubbish. I left Sky thinking Plusnet would be cheaper. They ended up being really expensive and on numerous occasions my internet would just stop working, funnily enough around about 12.30pm on a Sunday night. They must think we're all in bed by midnight on a Sunday :) Their award winning customer service is useless as it only opens at 7.30am and you can't email them if you have no internet! Once you get an advisor on the phone. They talk you through all the steps that you already know to get the router working, but at a very slow pace so the call costs you more. I've now went back to sky, at least their internet connection was reliable. I just laugh at the Plusnet adverts on TV as it's a load of lies and nonsense.
  • Reviewer
    Location
    Cambridge
    Reviewing
    Plusnet
    Date
    Comments
    Something needs to be done about this absolutely shambolic company. I so wish I had read all these atrocious reviews before I gave them my business. They need shutting down. Even though calls are recorded - this means nothing to them. They make false promises and lie through their teeth. PLEASE PLEASE stay well clear of this company. I cannot begin to tell you how much stress, time and aggravation they have caused me and my family.
  • Reviewer
    Location
    plymouth
    Reviewing
    Plusnet
    Date
    Comments
    Absolutley awful accross all criteria, well done plusnet for a rounded and reliably dreadful service. Love the strap line 'we'll do you proud' begs the question; when?
  • Reviewer
    Location
    East Lancashire
    Reviewing
    Plusnet
    Date
    Comments
    Long waiting times to speak to a member of staff.
    Broadband connection lost due to another work in the area affecting my line. So why they don't have the courtesy to inform their customers of this? Very disappointing service throughout
  • Reviewer
    Location
    chorley
    Reviewing
    Plusnet
    Date
    Comments
    I ordered broadband with plusnet and it was meant to take 2 weeks. Heard nothing and on due date rang them. Was informed it wasnt ordered and would need to ne re-ordered and take 2 weeks
    Didnt trust them and cancelled
  • Reviewer
    Location
    Maidenhead
    Reviewing
    Plusnet
    Date
    Comments
    Two days after the due date for broadband and phone line connection, I have no phone line and no broadband at all because they failed to complete the process. It took me to call them and be on hold for 40 min to make them restart the process all over again (they haven't done it as soon as they discovered the failure). Result? Still no line and broadband after three days, process might be completed in seven days from now.
  • Reviewer
    Location
    gwent
    Reviewing
    Plusnet
    Date
    Comments
    Do not go with Plusnet!!!!! Absolute utter rubbish,never ever had any sort of problems with any other provider. Internet keeps dropping constantly,not able to view pictures,videos or watch Netflicks. I pay for internet and Netflicks and not able to use either properly.
  • Reviewer
    Location
    cornwall
    Reviewing
    Plusnet
    Date
    Comments
    Plusnet wifi is absolutely horrible.It always turns off by iself and the wifi is always so slow I wouldn't ever get this but sadly I cant cancel my subscription
  • Reviewer
    Location
    Ramsgate
    Reviewing
    Plusnet
    Date
    Comments
    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.

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.