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
    3.6 stars
  • Customer Service
    3.8 stars
  • Speed
    3.4 stars
  • Reliability
    3.5 stars

Based on 1788 customer ratings since 2021-08-14 (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.

3,580 Customer Reviews over 90 pages

  • 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
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Firstly, to be fair, like most ISPs they rely on Openreach to actually fix the fault.

    However, their customer service is DIRE. Call wait times usually 45+ minutes. I called the disconnections team whilst simultaneously on hold to support and they transferred my call to the same queue.

    When I joined Plusnet four years ago, they were great, but things have seriously gone downhill.

    Yesterday evening I heard a radio advertisement: a pastiche of Kipling's "If" opining on how great they are.

    They aren't. They're crap. They have the cash to spend on radio advertising to suck in more customers when it should be spent on better support for their existing ones. This tells me they are more interested in revenue than customer service. Their senior management must be aware of this and I can only presume they are now an organisation who just don't care about decent service, just making as much money as possible.

    I'm off to a boutique ISP who know the meaning of customer service.

    Up yours "plus" net.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    Comments
    Moved from BT because I was paying a lot for a slow connection, which is all that is available here. Plusnet is much cheaper. The switch was simple - just a few hours between BT turning me off and Plusnet becoming active. The speed is the same - not surprising since it is the same network. I didn’t even need to set up the Plusnet router. I just put my Plusnet user name and password into the BT router and it works perfectly. I suspect the Plusnet router is less sophisticated than the BT one, but I haven’t tried it. You get some extra bells and whistles with BT (wi-fi hotspots etc) but, if you don’t need them Plusnet seems like a good bet.
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    the worst company ever
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am writing this review after previously being with Plus Net and going back, foolishly thinking they're service would be as good as it was before.

    Before I begin there was a gentleman on Manchester support team who was incredibly helpful. I am now at the conclusion that Plus net are either buffoons or crooks. You decide.

    My connection has slowly gone downhill, not by speed, but by quality. I am already in a slow connection are due to my distance from the exchange however my latency has always been great so this is forgiven (love my gaming).

    During this increasingly infuriating issue I have been in contact with support, who initially took me back as to how professional they were. They didn't ask me to go through there usual script of things as I had already given them the list, and instead used logic. However after these attempts had failed, I contacted them again.

    My first two attempts to make contact again was met with simple tests, which had already been done. Unable to look at previous tickets, I humored them with the same results. They replied with a frankly ridiculous chart of numbers showing how stable to connection was, obviously designed to confuse rather than be informative. I replied stating stability was not the issue, the latency was.

    After waiting several days, and replying to yet more menial tasks, and even at one point, them just sending me a message saying "Your issue is fixed" with no context, I replied yet again with the same list of attempted fixes and issues which they were seemingly unable to find from previous tickets again.

    This time, the WIFI was blamed. Considering I stated on no less than 8 occasions the desktop is hard wired and answered this pointless accusation with the same list of things. I am currently awaiting a "Response".

    I am almost 99% sure the issue is because the connection is being momentarily throttled as the neighboring traffic is too much for the system so it is queuing people to let them through. At this point if they would just admit their fault and give me a timescale for correction/improvement I wouldn't be so annoyed. However it is now painfully obvious they just here to blind you with science and take your money for a less than mediocre internet connection.

    Being "Best Provider Customer Service" is all good and well, if you provided a good service to support.
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very intermittent speed. Even worse at peak times. I have fibre optic broadband and live about 6 yards away from the BT fibre box. I was with Sky and I can't wait to go back with them. Do not go with these people
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Why you have to avoid PlusNet with any cost!

    Guys, I order broadband from Plusnet at 5/6/19 and they install it on 27/06/19, I say ok this is a normal process they are busy etc, no complaints about this delay.
    Then I start using my broadband and I never reach the minimum guarantee speeds they offer since today 8/6/19, let's take the story from the beginning.
    When the engineer comes and install my line, the average speed was 0.78 download with 800+ping, after one day I call the customer support and they told me that need a few days to be established, I was waiting another 5 days the same, after this and from 5/7/19 I start to call them every day(spending around 30 mins each call), I upload 3-4 speed test from BT wholesale wired with my router as they suggest me, and still do the same till today.
    Some times they told me that can see the fault, others they told me that I have 7-8Mbps speed and my internet is fine, they booked 5 times until today an engineer to come and check the problem but the engineer never comes, they say it was external problem and now is solved, unfortunately still have 0.48 download speed with 800+ping.
    I told them guys as you are not able to fix the problem after all these times and after spending hours to discuss about this (and I mean many hours), please cancel my contract and they say that they have to charge me or they can offer me faster broadband, as they can’t find a fault.
    The funniest part is that
    They delete all my previous messages with all discus we had via their website( extra time for this) and they say that they can't find any older complaints about my issue. Luckily for me, I have printed all the conversations I had with them, all the speed tests I run and show to them, and now I am looking to find all the agencies they are involved with broadband providers and make an official report about Plusnet.
    So if you don’t have time to waste, find a proper provider, this company takes 0 ratings from my side.
    Any suggestions about where I can report them, feel free to reply
    Thank you
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    ordered sim only,cancelled it within 3 days because i went with another provider,didnt refund my initial payment and didnt close my account so got another bill,called them and they said if i dont pay it i will get a bad mark on my credit file,completely their fault and they said i have to make the 2nd payment or i cant close the account.

    *****AVOID AT ALL COSTS****
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I have been with Plusnet for over two years after a lot of people warning me against it due to their customer service, I had no problems until this year. In April my broadband started dropping and the WiFi was really slow. I first reported this problem on the 19th April. I have phone logs and e-mails confirming this. I had this ongoing issue with the broadband until the beginning of June. I work from home due to mental health so having WiFi is essential, I expressed this to Plusnet time and time again. A lot of the time I came off the phone in tears as it was like talking to a brick wall. I had to work from the library which was stressful and expensive. I spoke to Plusnet on Tuesday to inform them that I was not happy that I had to pay for the time I didn't have any broadband. Plusnet replied that they could only refund from the 19th May as this is when the fault was first recorded. I couldn't believe that it had taken them a MONTH to even record the problem. If they had recorded the issue and tried to resolve it when I first reported it the issue could of been resolved 4 weeks earlier. That would have made my life A LOT less stressful! After a long debate on the phone they stuck with the fact they couldn't refund me anymore and when I asked why it had taken them 4 weeks to even report the fault they couldn't give me an answer "I don't know there's nothing we can do." I then asked to speak to a manager he replied with "we don't really have anyone you can contact." I am massively disappointed and I will definitely NOT be renewing my contract in July. Who wants to be with a company that don't care about their customers?
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up with an installation date confirmed, that date kept on moving further and further away with new promises made and broken until I cancelled it. Customer 'services' leave much to be desired - the only interaction that was straightforward was cancelling it. If you want broadband that actually gets installed, you might want to look elsewhere.
  • Reviewer
    Location
    Uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    If I could hate anyone more than plusnet it would be unbelievable! In less than 24hours I've been on hold to plus net for 4 hours in total!!! Their customer service is nonexistent and I want to really leave these shower of rubbish. I've not had internet for 4 days because they have switched me from asdl to fibre without asking or giving me a router!!!
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Absolutely abysmal treatment when moving to another provider. Had an email informing me that my service would be cancelled - but direct debit was still collected the following month.

    Contacted the customer services team to rectify this - got a refund and was assured that the service would be cancelled.

    The next month they tried billing me again. I contacted customer service to get this cancelled but they failed to do so before the billing date.

    However, as I had cancelled my direct debit I then got non-stop emails and text messages harassing me for payment.

    Feedback to me from customer service was non-existent and the emails and text messages kept coming for over 3 weeks.

    Eventually, my whole account was closed but the first I knew about this was when I tried to log in to their portal to find that my account details no longer existed.

    For a company that is supposed to have a reputation for good customer service I would have expected better.

    Now, I am left needing to check my credit reports to ensure that their automatic systems haven't flagged my account as being late paying - I raised this issue with them but they just continued to ignore me.

    I will never be returning to them and could not recommend people enough to STAY AWAY!
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Comments
    Poor Customer Service, Slow Internet Speed that make site like Youtube frustrating to use and make downloading updates and digital purchases on an xbox or ps4 pointless.
    the minimum speed for my area is supposed to be at least 17Mb but i have never seen it get 1Mb as of yet.
    They maybe one of the cheapest but in my opinion they are the worst ISP I've ever been with.
    They boast about having UK call centres for customer support but have taken up an hour and a half just to get through to them, witch is not a free phone number.
    This ISP is beyond bad avoid at all costs.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Comments
    Have not had internet for 6 months due to a fault with PlusNet and their inability to do anything about it. Finally spoke to someone last night who was completely unhelpful and rude. I was then cut off and ended up cancelling my contract at an additional cost! I would never ever recommend PlusNet.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst ISP ever. Terrible customer service who can’t do their job properly. Routers that keep losing connection or you don’t get. Still waiting for £70 reward when joined so lied and cheated me out of that. Engineers not turning up because they didn’t even bother to arrange. Was told to leave contract early and pay early release fee. I paid fee, they didn’t bother to take money and passed it to 3rd party debt collectors with an added £41 fee for their own incompetence. NEVER AGAIN! AVOID AVOID!!!
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I can't comment on broadband performance because we didn't get that far. Twice I tried to sign up online and both times it crashed. I should've listened to the alarm bells ringing. Then they altered the time of the installation. Finally I get my welcome letter with all my details wrong. I should say that I gave up my online application in favour of speaking to a human being so I know I gave the right info. But details can't be changed, apparently, without cancelling and starting all over again. No thanks. You've just lost another customer through sheer incompetence and bad service.
  • Reviewer
    Location
    uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The service was fine for a while but the wifi eventually became unstable, slow and unusable around the house. plusnet were unable to solve and said that they do not guarantee service around the home!

    When I left to go elsewhere they slapped me with high early termination charges which were in their ts and cs but I felt unreasonable given I didn't want to leave them. I asked for a waiver and/or discretionary credit, but they refused.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    New customer to plusnet. Old broadband turned off 7 days ago and still no router has arrived from plusnet. emails to confirm broadband was live on the same day as the old contracted ended. Customer service refuse to expedite a replacement router or allow me to buy my own. we are still without a router. Terrible experience. We do not recommend this company.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    29/04/16 - The date my broadband was initially planned to be set up.

    30/04/16 - The date was rearranged to the following day, the engineer turned up and told me there was already a phone line there (something I had already mentioned - but yet Plusnet insisted I must pay £60 for a 'new' line installation which never happened). The enginner told me this would be done within 24 hours. I then called Plusnet, who informed me it would actually take until 04/05/16.

    02/05/16 - The date my new employee who is a good friend of mine was due to start - but couldn't as we did not have broadband. When I called Plusnet they also delayed the activation date further til 05/05/16.

    05/05/16 - I am now told that the broadband would not be completed until 09/05/16. So reschedule my new employee to start on that date.

    09/05/16 - Still no broadband, new employee comes to work and is sent home again.

    10/05/16 - Broadband is finally activated. But for the next few months cuts out regularly, causing huge disruptions to my business and customers. Plusnet initially blames me for switching router off at night, but after I stop doing this and the problem persists for a month, they now say it is something to do with the line which will be updated, but the problem has persisted since.

    19/07/16 - I had arranged for my phone line to be moved from my old office to the new one. I was charged £60 for this. The engineer arrived, completed the job, but I am now left with no internet, and have to close my business down until this is resolved. I had written confirmation via e-mail, and also was told on the phone that I would not be left without broadband and the transfer will be completed on the same day.

    The only compensation I've been offered by plusnet is 25 pence (that is not a joke). I was so amazed by this offer, that I had to question whether it was intentionally done to mock me.

    The list of excuses I’ve had from plusnet are:

    “You took someone on too soon after the installation date.”
“You shouldn’t have chose a budget broadband.”
    “It’s because you turn the router off at night.”
    “If we’re losing you that much money, why don’t you just pay off the £250 contract.”

    I think it is disgusting that PlusNet are allowed to get away with this, and in doing-so, put the jobs of 4 young workers at risk. This is not a one-off case. They have a trustpilot score of 1.1/10. The fundamental rule of the Sale of Goods and Services act states that any goods or services must be as described. Surely, with such an exponential customer dissatifaction rate, it must raise the question as to whether or not Plusnet are complying with this.

  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I switched over to plusnet from talktalk today. Unfortunately plusnet only posted the router yesterday by royal mail which means I now have no broadband for a few days so I had to buy another vdsl router which might arrive tomorrow - I would probably have had to do this anyway because the plusnet hub one is rubbish . They do pick up the phone and they are UK based support but they aren't particularly helpful and their on call music is dreadful. I am looking forward to leaving them already.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Company SIM card deal was offered but no service provided within initial 3 weeks. Company shielding themselfs with technical issues that will be resolved within 24/48h for first 2 weeks and after they say it will take 12 months. No refunds, no contact to complaint except of rude customer service. Stay away
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Slow connection at peak times.Speed as measured never ever reaches claimed speed.typicaly 1.5 mbps.No where near 8 mbps !
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful awful awful
    Awful awful awful. Nothing but slow and patchy service, tried to cancel and instead - against my better judgment - was convinced to upgrade to a supposedly ‘better’ contract which turned out to be paying more for an equally terrible service. Bad experience every time I called customer service including being laughed at for questioning a surcharge. In November I eventually managed to get them to send an engineer, only to have Plusnet send them to an address 200 miles away from my house. I have since switched to Talktalk (despite £172 Plusnet cancellation fee which I am happy to pay to be rid of them) and they have offered faultless service for less than I was paying with Plusnet. Plusnet are a vile money-sucking company who only care about profit, and could not care less about “doing you proud” (a outright lie of a slogan) or the quality of their service. Disgusting. DO NOT GO WITH PLUSNET UNDER ANY CIRCUMSTANCES.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Attempting to sign-up for BB with Plusnet and it has taken months. PN blaming BT and vice-versa. No call to customer service has been answered faster than 40 mins wait. Worst has been 40 mins wait then transferred to high-priority team with an additional 45 min wait. Absolutely appalling level of service I wish I had never started with them. It's also almost impossible to be transferred to speak with a manager.
  • Reviewer
    Location
    Uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Having signed up with plusnet based on positive reviews, I fail to see where these positive experiences have come from.
    I recently moved into a new flat and when calling plusnet, was told that there was no active line in the property. I knew that the previous tenants had not cancelled the line so thought this was surprising.
    I specifically asked whether this would be the case with all providers and was told no matter who I went with, I would need an engineer to come out to re-activate the line. This meant an additional £49,99 as plusnet would not wave the charge.
    After deliberating on this, I called back the next day and was again told that no matter which provider, the line was cut and an engineer had to come out. I made a point of repeatedly asking and they kept saying that yes, other providers were the same.
    Believing them at their word, I agreed to paying for the engineer, (even though Sky would have been cheaper) because I was willing to pay a little extra to have excellent customer service.
    Imagine my surprise to find that there was an active line!! The engineer was equally surprised, said it would be working with another provider and wasn’t quite sure why/how this has happened.
    When calling plusnet to report this, I was told that this was not their fault but that maybe sky had incorrectly registered the line as inactive. I explained that in this case, their sales agents should not speak on behalf of other providers. I was told that they felt that they were being honest and upfront. I explained that they should not speak on behalf of other providers as this is not correct. Either blame Sky OR align with them and take responsibility. You can’t have it both ways. After a 45 min conversation, Kyle (customer service agent) asked to remain on the line. A while later he came back and said “ I have spoken to several people but because you are already signed up to a special offer, there is nothing we can do except to say sorry”. In disbelief, I asked “so if customers have signed up to a special offer, they have to just accept poor customer service?”
    I was told “your complaint is valid, we will take your feedback into account and feedback your concerns but we feel we have done nothing wrong and will not offer you anything but an apology”.
    What a joke!
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Signed up to Plusnet after stressful house move, story goes like this... PN - installation will take two weeks
    Me - OK fine I'll do without phone broadband until then.
    Installation date comes around and take day of work and wait at home all day. No response, I call them.
    PN - No sorry your appointment is tomorrow.
    Me - Not good enough, why didn't you let me know.
    PN - We emailed you
    Me - ah yes you took down my address incorrectly.
    Me - Why didn't you call me - Oh yes you took down my mobile number incorrectly as well.
    PN - We can install tomorrow
    Me - OK i'll check with work. I get back to them.
    PN - no sorry we can't do tomorrow, will have to be in 10 days time.
    Me - No apologies, really poor customer serivce and they had the cheek to threaten me with a £70 fee if I missed the appointment.
    Plusnet ... they'll probably NOT do you (or themselves) proud.
    You can't even contact them by email, only on-line (will not connect as they are too busy) or phone them - expect a 20+ minute wait before getting passed around like an idiot for thinking they have great customer service.
    In the end went with EE - no fuss, no problem just a bit more expensive.
  • Reviewer
    Location
    Uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Outrageous. Miss sold product resulting in heavy bills with no recompense from customer services other than "well you can complain if you want but it's just the way it is" I'll be cancelling today.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      3 stars
    • Reliability
      2 stars
    Comments
    Ugandas wifi is better than plusnet. We pay extra for fibre and dont receive an upload speed above 1MB. Download is like 20MB which is ok. It is awful at multiple devices using Internet at once. For example playing a game and streaming a 720p or higher film. Will cause either to lag. Downloading will destroy the Internet for everyone but the downloader
  • Reviewer
    Location
    Uk
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Shocking customer service and a nightmare system of tickets and questions all controlled by plusnet. Big mistake switching to plusnet
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Awful! unreliable service. terrible customer service. spent hours and hours on the trying to get in touch with support. When finally succeeded, received very poor service. had to spend several days at home from work for technicians visits that did not solve the problems. tried to cancel service and switch to a more reliable provider. Had to spend hour on the phone to make it happen and received rude and unreliable service throughout. Stay away from Plusnet!!!
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible ! I have been with plusnet twice over recent years and each time I have regretted being sucked in by their promotions. From trying to be charged for unnecessary visits to my house (that I requested should not take place), poor customer service and lengthy delays getting refunds back from them. I will not be using them ever again.
  • Reviewer
    Location
    UK north somerset
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Hi,
    I have had plusnet for A long time I Put up with it for a while 2 years but I thought I might review it again after 2 years so hear goes:
    I have been receiving 2 mbps out of a predicted 20 mbps
    the service often goes out and crashes due to packet issues.
    the service fluctuates which seams not bad but I game as a hobby and getting 0.83 mbps that hops to 19.00Mbps at the top service?
    And I have no reply for 3 months or longer phone call then 5 mins
    I loved it for the first month then The server crashed thats where it all began.
    I use to be a big fan of plusnet But I think it's time to switch.
    TENSULP-- Yes folks, we're going backwards!
    help me.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I have found PLUSNET to be excellent overall - their tech support and call centres are in Yorkshire. They offer a variety of packages to suit all requirements/budgets.
    Also you can have broadband only or include home phone in your package. I have not had any problems with them.

    Please add my user name; woodburn636 as a referer when you sign up and I will receive a small discount and you will receive excellent broadband and can then go on to refer others.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with Plusnet since 2012, and they were very good until they were bought by BT. Now, they are, in my opinion, THE worst service provider available.

    - They can't afford to provide service to all their customers, so there is a 50% chance you will be throttled on a DAILY BASIS.

    - Their customer service is awful, now. They always deny that they throttle anyone, when you ring them up, it then strangely stops being throttled. 3 hours later? Throttled once again.

    - The broadband speed, when you aren't throttled (never) is also usually poor with internet pages taking 5+ seconds to load.

    DO NOT SWITCH TO PLUSNET OR RECCOMEND IT TO ANYONE. DON'T MAKE ANOTHER POOR SOUL GO THROUGH BAD INTERNET.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I am sure PlusNet works OK for some. The problem is the broadband service is wholly unreliable at various point in the chain between the internet and even one computer, especially via Wifi.

    Using the router's built in tools, the broadband itself fluctuates massively between 63Mbps (it's a 76mbps package) and 9mbps. The Wi-Fi on the Technicolour router is chronically bad on anything other than Mac devices, apparently because of the way the radio frequency protocols work. The fastest I have ever gotten from the system when it had 63Mbps was 34Mbps and that was right next to the router. The router is at one end of the house and a fixed PC the other and I have been as low as 0.34Mbps, for Fibre.

    I just couldn't get my head around how I was seeing speeds this slow on a fibre connection. At the same time I check the router speed and it was at the 9Mbps. So you get a chain of things going wrong, each reducing the quality of the already poor 'previous step' by another order of magnitude.

    This ridiculous quality of technical service has been the same in Manchester and in London. I've toyed with the idea of buying my own router.

    I've not tried customer services yet, so can't comment on their abilities (so I've marked it a 3), but one thing I recommend with any broadband contract is don't expect what you get the day it's installed to be what you get in 10 days time. Traffic shaping, that all providers use to balance internet loads takes time to rebalance networks. So when the engineer leaves, the speed you get in 10 days will be different to how it is when installed.

    On the plus side, the upload speed is very good. In fact, it's unmatched.

    I was previously with Virgin Media, with 152Mbps but had to move to someone else because VM don't cover this area. I can't tell you how much I miss it. As someone who routinely works from home, this is a very costly problem for me because it impacts the speed at which I can work. However, I don't want to pay for a dedicated line as I can't justify the expense.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    I didnt think l could hate a British company this much. Problems with them from sign up, to installation up to CASBACK offer to call waiting to speak to Customer Services 15/45 mins OMG they are in communications. After waiting they refused to let me speak to a superviser and said they would email me my outcome. Worse than useless.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet provider I've ever dealt with. Poor speed, poor reliability, next to no effort to try and resolve any issues. Every time I've been in contact with their customer support, I'm told to check the same potential faults with the router, as if I haven't tried everything under the sun already. My opinion, go for any provider but these guys. Virgin would be my no1 choice.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    We changed from regular plusnet to plusnet fibre unlimited only to find that plusnet traffic management policy means we are restricted to 2mb download in evenings or often no internet. After midnight it download jumps to 35mb's but so what at that time of night. Its such a waste of time and money.

    Basically we have no internet to speak of and its an 18 month contract. Complete and utter rip off, unless you're in all day or an insomniac. Never again.

    I just wish we had known that plusnet do peak time throttle like this but it gets us out of an evening if we have to find internet somewhere else, cafes, libraries etc.
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Very happy with the service so far, it took quite a while for an engineer to come out but the broadband was up and running within an hour. Great speeds and the customer service has been ace so far (though there are long waiting times) I'm happy I switched from Virgin :)
  • Reviewer
    Location
    United Kingdom
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    During the initial 14 days the connection was great, however as soon as this period passed the connection has become increasingly unstable requiring multiple resets in order to access the Internet. Do NOT choose plusnet as your service provider

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.