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
    Slough
    Reviewing
    Plusnet
    Date
    Comments
    Word of warning: DO NOT USE PLUS NET!
    Worst service And customer service I have EVER had.
    Can never get through to anyone on the phone and when you do you will be transferred around to several different people who ask the same questions! Was on the phone from 2.00pm until 6pm on Saturday to tell them I was moving and needed to cancel the service. Be very careful as they confuse you into signing up for long term contracts! I found out that they had managed to trick me into a 24 month contract (I would not of done this as I was only renting the property I lived in for 12 months) they insisted I had agreed to this and hit me with a £191 bill for cancelling the service early and said they would forward on the email where I agreed to a 24 month contract. They have sent me an email from Plus net only with a note in brackets next to 24 month contract saying (agreed over phone) no email trail from me and no evidence from me agreeing to this. Bunch of rip off Cowboys if you ask me! Looking around and talking to other people, they are getting loads of bad reviews. AVOID THEM!
  • Reviewer
    Location
    Bristol
    Reviewing
    Plusnet
    Date
    Comments
    As most have already said here, bloody awful company.
    While internet speed tests often return quite reasonable figures, the reality of my connection has been constant drop outs, slow browsing, failed webpage loads, failed steaming and constant packet loss.
    Essentially the company, now owned by BT, is milking every last drop of its once good reputation.
  • Reviewer
    Location
    doncaster
    Reviewing
    Plusnet
    Date
    Comments
    Shocking quality ,too many glitches especially during peak hours,ive only been with them a month but I'm going elsewhere,customer care is very poor,they promise to ring you back but never do.Very very poor.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    I wish I had paid attention to other reviews. Absolutely rubbish! Switched from Sky to Plusnet. The switch was on 4 December 2015 but Plusnet "forgot" to send me the router. Called customer services several times, but they were completely hopeless. Router now supposedly in the post. Would not trust Plusnet if they gave me the time. Avoid at all costs!
  • Reviewer
    Location
    Motherwell
    Reviewing
    Plusnet
    Date
    Comments
    After moving house I wasn't able to stay with my old provider so decided to go with plusnet as I heard they were good, big mistake. The router is dreadful and I can not get a signal from it upstairs or in the kitchen, had to buy boosters to get a connect, only a 2 bed room house so not asking the router to send over a large distance. Speed constantly drops. Whenever you try to call support they are always busy amd wait times are 30 + minutes. If you're cinsidering plusnet my advice would be to keep looking
  • Reviewer
    Location
    Horwich
    Reviewing
    Plusnet
    Date
    Comments
    No broadband for 2 months but still billed, also charges of over £60 to leave, hours wasted of my time on the phone! Cancelled the subscription only to be emailed back an hour hour later to say welcome back to Plusnet !!! I don’t think so never again.
  • Reviewer
    Location
    Stroud
    Reviewing
    Plusnet
    Date
    Comments
    Weve been having problems for months. Slow speed, dropped connection, loss or poor calls. Plusnets technical support is nonexistence and they blame our kit. I've replaced at grwat expense everything. Next to go will be plusnet. I will sign up with another provider. Dont go near them.
  • Reviewer
    Location
    Eldwick
    Reviewing
    Plusnet
    Date
    Comments
    PlusNet are a joke, no landline for 2 days thought it maybe due to the bad snow, rang plusnet who said it was an exchange fault and the engineer would sort it, should have been 2 days ago,now I'm told its going to be another 2 days cause the engineer who they say went out must have missed the fault, lets see what happens, not holding my breath, very angry customer
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Comments
    Poor customer service. It took me 60 minutes to get through to speak to a sales assistant. I tried to use the live chat facility but I was ranked 21st in the queue. I asked the call assistant why this always happens whatever the time of day I ring,his reply was to try another time!!!
    I left a complaint but this has never been followed up
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Comments
    Absolutely terrible, would not recommend it to anybody - connection extremely unreliable, horrible customer support cannot get anything sorted i found myself phoning up around 7 times during 2 months and my broadband is still only half working. Worst broadband i've ever had.
  • 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
    Whitehaven
    Reviewing
    Plusnet
    Date
    Comments
    Avoid like the plague ! Have slower fibre speeds than standard broadband. Hours waiting on phone only to be told interference ,........ I sit 18 inches from router ! Customer service is a joke and 18 month contract, can't wait to get rid of these clowns. NO STARS !
  • Reviewer
    Location
    Dorset
    Reviewing
    Plusnet
    Date
    Comments
    Plusnet = ever slow net speeds ,you pay for this but they give you that ,waiting for them to pick the phone up will take 30minuets out of your day ,customer service is is either non exsistant or worse condisending and or arrogant you will be made to jump through their hoops in an attempt to make you feel they are doing something when they are not , fact is their bandwidth is near non exsistant when the kids get out school or are holiday your speed will drop like a brick ,they gave their customers old out of date routers that in their own words were not designed for streaming hence the buffering and stuttering ,customer services has an excuse for everything
    It used be ok but in the last 2/3 years its gone bad and this is reflected in the lack of customer service and their could not give a toss attitude ,look at the sheer numbers of people complaining on sites like this all over the web !
  • 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
    Bristol
    Reviewing
    Plusnet
    Date
    Comments
    Rubbish fibre broadband and customer service just keeps fobbing you off
  • Reviewer
    Location
    Nottingham
    Reviewing
    Plusnet
    Date
    Comments
    Do not use plusnet as your service provider. The customer service is diabolical, the call waiting time is an absolute joke and the wireless internet connection is useless (even after an hour long conversation with a pathetic, uneducated technical support advisor). Further more from upgrading from broadband to fibre to increase your line speed is pointless. It's cost £248 to cancel my subscription. Don't make the same mistake I did.
  • Reviewer
    Location
    Bradford
    Reviewing
    Plusnet
    Date
    Comments
    Absolute rubbish!!! Follow on from my review last week. Still no internet. Sent engineer out who checked phone line...said no Broadband going through line and I need to contact Plusnet themselves. Informed by Plusnet they had sent phone engineer and need to be a specialist engineer. Arranged 1 for today between 1pm and 6pm. Arranged time off work AGAIN!!!! No contact message from Bt advising of appointment so rung Plusnet TWICE. informed engineer WILL be coming. Just had a call from Plusnet (17.00pm) advising no engineer coming as appointment did NOT go through AGAIN!!!!!!. WHAT A WASTE OF SPACE. DO NOT USE THIS COMPANY. Trying to cancel my package after only 1month. Surely I have a good case if they have the cheek to take me to court.
  • Reviewer
    Location
    wrexham
    Reviewing
    Plusnet
    Date
    Comments
    Moved service as speed nowhere near advised rate.despite in contract and being charged full amount during motice period service dropped and notice about unpaid bill blocking internet sites despite paid in full.
    Fraudulent that they omly get away with as ofcom wont touch a complaint of less than 8 weeks.
  • Reviewer
    Location
    Essex
    Reviewing
    Plusnet
    Date
    Comments
    Absolute disgrace of a company. Promised to have broadband up and running before Xmas, waited in all day and nobody turned up. Phoned them and after 30mins on hold to a premium number I was told it wont be working until 12th January!!! Have not offered nothing in way of compensation or trouble wish I went with someone else from the beginning. Also been charged installation fee for a telephone line I already have installed??? Avoid these lying crooks at all costs!
  • Reviewer
    Location
    cullompton
    Reviewing
    Plusnet
    Date
    Comments
    Affter being missold a package by another provider I thought I would give plusnet a try. The salesman was very polite, and I was given a go live date of 10 august 2015. Having not heard from plusnet by 11 august I telephoned plusnet, the person I spoke to informed me that I could use my previous providers router with plusnet, he then checked and informed me that the plusnet router had not been sent to me (this one day after my go live date). I then thought "if this is the level of service I receive before I get on line what would it be like if I proceed with plusnet? I cancelled my order with immediate effect. In spite of the flash advertisement concerning customer service I expierenced zero customer sevice and was relieved to be shot of them.
  • Reviewer
    Location
    Wiltshire
    Reviewing
    Plusnet
    Date
    Comments
    Complete and utter rubbish. they have not done me proud. Waiting and paying for 3 months!**? Communication skills are worse than useless. My advice don't go there!
  • Reviewer
    Location
    Hampshire
    Reviewing
    Plusnet
    Date
    Comments
    How this company is ranked in the top 5 is beyond me! Slow broadband, no accountability from anyone that works for them, and mistakes and incompetence at EVERY turn. After continued calls to customer services for months regarding slow and unreliable ‘fibre’ broadband that I waited 9 months to get (due to availability in my area), Plusnet accidentally cancelled my contract and lost me my space on the fibre cabinet. I now have only the option of 1-4mbps ADSL which is terrible. Every time you speak to someone in customer services they give you a different answer, and on average I spend over 1 hour on the phone every time I call. The worst company and service I have EVER had the misfortune of dealing with and actually giving my hard earned money to!
  • Reviewer
    Location
    Scunthorpe
    Reviewing
    Plusnet
    Date
    Comments
    Avoid like the plague. Broadband is slow and unreliable, going on and off. Can't wait to cancel it really right now. Should give them 0 stars for that piece of ****.
  • Reviewer
    Location
    Bedford
    Reviewing
    Plusnet
    Date
    Comments
    USELESS... USELESS... USELESS... One star for anything in the rating is faaaaaar too much... They are guilty of "Breach of contract" continuously... WHY ARE WE NOT PROTECTED FROM SCAMSTERS LIKE THIS!!?
    I wrote to Karen Brocklebank-Lambert their Head of billing to stop wasting my time and just send me a summons to court!... we can let the judge decide... SHE CANNOT READ!...
    She now sends me a letter telling me I owe them £42 and she is employing debt collectors!...
    THE TAX PAYING PUBLIC NEEDS TO BE PROTECTED!
  • Reviewer
    Location
    Southport
    Reviewing
    Plusnet
    Date
    Comments
    AVOID!!! What an awful company!! Been waiting a month for internet! Full of false promises and lies, all faults are due to their own! When you explain it to them they just think their company is great, it really isn’t
  • Reviewer
    Location
    Henley
    Reviewing
    Plusnet
    Date
    Comments
    Easy to install. Efficient billing system.
    Employees articulate
  • Reviewer
    Location
    Fleet
    Reviewing
    Plusnet
    Date
    Comments
    Any review with more than 1 star is paid - for don't believe them

    I made the mistake of switching to plusnet because they're chaper - BIG MISTAKE - This company is beyond a joke


    They left me without broadband for days while I am working from home.


    The website barely works so I spent several hours per day waiting on hold to speak to anyone from customer services. Eventually when I got through to someone they tell me false information and that the internet will be ready on a certain date when it isn't.

    They simply don't care. Finally we cancelled our contract. This is the worst company I have ever had the bad fortune to deal with.
  • Reviewer
    Location
    Lincoln
    Reviewing
    Plusnet
    Date
    Comments
    An absolutely diabolical service. We gave notice of a house move on 2nd September after numerous mistakes and false promises the phone line was only activated 8th November and we're still waiting for broadband. Have spent hours and hours in queues and on calls Customer Services only to get passed from department to department. There is no accountability and no care in terms of service - would never ever recommend PlusNet (or any other division of the BT Group) to anyone
  • Reviewer
    Location
    Gear
    Reviewing
    Plusnet
    Date
    Comments
    Highly disappointed with this internet provider, with rubbish connection which kept cutting out every week or so for an hour plus I changed providers which I'm so happy about. I was paying just over £40 a month for connection which I was lucky to even get! Since changing internet providers I've had no problems at all!! None of the ones I had with plusnet and I'm paying less than half the price!! Feel as though they have robbed me with the amount of money i spent not only monthly but the amount i spent to cancel my package! NOT HAPPY!!!!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    50 minutes waiting on the phone for someone to pick up.
    No customer service what so ever.
    I have a screen shot of my phone. This is unacceptable.
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Comments
    To start with at the beginning of setting account and agreed monthly price they kept increasing the amount so ended up paying double. Cannot get through by phone as I had to as wifi was down for 2 weeks when I finally got through the agent did not care offered no help and no offer of refund for the time out of service. So I cancelled and again they put extra charges on.
  • Reviewer
    Location
    manchester
    Reviewing
    Plusnet
    Date
    Comments
    had nothing but trouble with their wifi coverage can only use in the same room as hub.Had this for 14 months so I decided to switch then they informed me that my contract was for 24 months not the 18 month I agreed on.Was told it was all on tape the conversation I had with them about the contract length.I asked to hear the recording but they have lost it convienient.They then produced a email stating it was for 24 months and I agreed .I not get this email when I took the contract on or I would of cancelled it straight away.I DONT KNOW ABOUT PLUSNET DOING YOU PROUD MORE LIKE DOING YOU OVER
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    My partner joined up to plus net and made a payment over the phone for 30 pounds when joining and they said it will be up and running by the 20th of January 3 days later we then revive and email saying we do not have your payment details, and that the turn on date has been delayed! But my partner gave all the details needed on the first call? We decided to rung them and they kept us on the phone for over an hour with disgusting customer service, would not recommend plus net to anyone I have noworked cancelled my order and they say it will take 3-5 days to get the payment back, but how come they can take it straight away? But when they cause a problem they want to distress yourself and tell you 3-5 days! I am so disgusted and will be taking further action
  • Reviewer
    Location
    Bedford
    Reviewing
    Plusnet
    Date
    Comments
    Intermittent and having checked my broadband speed it seems to vary between 2 and 8 but more often the lower applies
  • Reviewer
    Location
    Northern Ireland
    Reviewing
    Plusnet
    Date
    Comments
    I've been on and off with Plusnet Broadband for 10 years albeit with copper broadband as Fiber not available in my area. Since lockdown, homeschooling and working from home kicked in this service had been inadequate and not fit for purpose. In April 2020 Plusnet recommended we move onto Fiber broadband as it was now available.I had been using the free unlimited data plan that vodafone kindly supplied its customers in that first month of lockdown (thank you Vodafone!) We find out in July that after trying to resolve issues with getting Fiber broadband set up that it was not actually not available and we cancelled the contract, requesting a refund for a not fit for purpose service April - July. I've spent so much time on the phone to the Customer service team, which whilst always polite have failed to process a refund and have essentially ignored my requests promising call backs that never happen. On November 6th Plusnet offer a £30 refund for a failed manager call back and still refusing to process a refund for the failure of broadband provision through lockdown period. Well done Plusnet, your customer service has really gone to pot!
  • Reviewer
    Location
    Portchester
    Reviewing
    Plusnet
    Date
    Comments
    We've had this service for 3 months
    The first month we had no service at all . We were patient they promised to get it sorted so when we were up and running and we relaised we only had 0.02 speed
    It was to late to cancel the service
    I waited on the phone for over an hour once
    The service is awful the package is awful
    It's barely working . In fact I can't even use utube without it buffering
    I'm paying a monthly fee for something I can barely use
    The BT engineer suggested I cancel my contract. As the junction box was so far away from my property the service will never get to a usable speed
    Something plusnet deny
    But still no usable service
    So I ask you . Who's lying
  • Reviewer
    Location
    maidstone
    Reviewing
    Plusnet
    Date
    Comments
    dropping connections constantly
    very very slow
  • Reviewer
    Location
    Suffolk
    Reviewing
    Plusnet
    Date
    Comments
    Awful customers service experience. Long wait times, very unhelpful staff and when the company gets things wrong refuses to apologise for, in my experience, to out them right. The chief executive clearly has no visibility of just how bad this company us operating as its reputation sinks (and stinks) lower. He is in for a difficult time from shareholders as we are increasingly fed up with the CEO ignoring the growing number who believe he us wrecking the enterprise.
  • Reviewer
    Location
    Manchester
    Reviewing
    Plusnet
    Date
    Comments
    So so so bad... I got fibre optic but it is so bad. Speeds of like 4 megabits per second are way below anybody's standards.
  • Reviewer
    Location
    gloucestershire
    Reviewing
    Plusnet
    Date
    Comments
    Should be renamed to Minusnet; Nothing ever works- Webmail been down for a week now and still no end in site; Can't get through on telephone nor even webchat works- Stay well clear- Over-promises and totally under-delivers

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.