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
    3.5 stars
  • Customer Service
    3.7 stars
  • Speed
    3.3 stars
  • Reliability
    3.4 stars

Based on 1937 customer ratings since 2021-07-05 (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.

3,571 Customer Reviews over 90 pages

  • Reviewer
    Location
    Glasgow
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I've just finished a contract with Plusnet and beginning to transfer to someone else. I took up their unlimited fiber option, which at the time was the cheapest option. Considering there adverts are all about great uk customer serivce, I thought what could go wrong. Turns out a lot. When the internet is up and running, it's great. Well exactly as any other BT based fiber product would be. SKY/Talk Talk ect all use BT wholesale products. That is they pay BT to provide the fiber broadband. Which is quite a good service, although BT charge a lot compared to Virgin media.

    Anyway back to Plusnet. Their backend computer system seems very prone to mistakes. Mistaken transfers, not activating at the right time ect. This wouldn't be a huge problem if you just had to inform Plusnet of these mistakes and they dealt with them. However there call wait times can often go into the hours. At minimum 15 minutes. I do have to admit once you get through to someone they are knowledgable and very helpful. However often you need to be transferred to someone else, meaning an hour is taken trying to fix a problem that wasn't your fault. Which is frustrating. When a problem isn't my fault and I have to fix it, I except 5/10 pounds knocked of my bill. That has never happened with the 4/5 problem I have phoned them about.
  • Reviewer
    Location
    Bristol
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Trying to actually contact someone at Plusnet?? Hmmmmm 1 hour and 30 mins is a record. Which best by?? Really Which. I think you may need to call through to the customer service line Which Mag. Awful service.
  • Reviewer
    Location
    Preston
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    DON'T join PlusNet. Moved from Talktalk because of service issues and to save money, what a mistake!
    Poor speed and connection issues for past 2 months. Trolled through PlusNet procedures and line checks and 3 separate routers until finally they agreed to send an engineer out to check the master socket but with the proviso that if it wasn't faulty it would cost me £50 for the visit. Lo and behold before I could give them a date my son (who's been monitoring the connection stability on his laptop) announces that it been connected for 24 hours without a problem. Left it a further week and still no disconnections. Rang them to ask for the line to be rechecked and suggesting that it was a MASSIVE coincidence that the line has repaired itself and got the answer that it was probably the internal wiring and that it took a few hours for the connection to settle down once I had moved the router onto the test socket for diagnostic purposes (it was actually several days before I told them I'd done it). What! electronic appliances have to have a think about whether they fancy working or not!
    Personally I think that was a ridiculous answer and seems to point to them resolving the problem but not wishing to admit liability for the months of poor service.
    I repeat DON'T use this provider Talktalk was mediocre PlusNet are worse.
    I was with TT since it started and now wish I'd stayed with them. Can't wait for my contract to expire.
  • Reviewer
    Location
    Barry
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I joined plusnet after being unsatisfied with my previous supplier. I filled in their online forms and was given a date for an engineer to come out and connect my BT line.

    Come the day of installation I had heard nothing from plusnet so phoned them to check the engineer was coming. It took ages to get through to customer services and when I did they put me hold for ages. I was told they were sorry but the system did not place a booking for an engineer and I would have to wait a further 10 days. Funnily enough the system worked fine when it came to taking my money though!

    I'd taken the day off work. Was not going to trust these jokers any further so cancelled and went back to my previous supplier.

    If they can't even book an engineer correctly what are they going to be like the rest of the time. AVOID.
  • Reviewer
    Location
    Bury
    Reviewing
    Plusnet
    Date
    Comments
    If You Value Your Credit Rating (Or Sanity) Do Not Sign Up for a Headache with Plusnet
    After months of a shockingly poor service I decided to leave Plusnet for Sky. Despite Plusnet telling me the best I could expect to get from my line due to my location was 1.5MB down & 0.25KB up with constant drop outs Sky have provided me with a stable 5MB Down & 1.25MB up connection which I am more than happy with.

    When cancelling there was mix up with the Mac code and the service was cancelled despite a Mac code being provided to Sky and I was charged a cessation code by Plusnet, I was also charged for months of internet service that I did not receive. I contacted Plusnet and asked them to provide me a final bill which could be settled thus terminating a highly stressful and less than fruitful relationship with the company. A fortnight passed and no final bill arrived, what did arrive was a letter from a debt collection agency demanding much more than the final bill could have ever have been. Plusnet had handed my details over to debt collectors who have relentlessly hounded me for the past month.

    As soon as I received the debt collection letter I contacted Plusnet who told me the final balance owing which was much less than the debt collectors were demanding and I settled the balance instantly as all i was waiting for was the final amount. they said they would call off their heavies and i thought all was well.

    I should have remembered who I was dealing with, all was not well. Despite Plusnet telling me they would call the debt collection agency and tell them their was no money outstanding I have been constantly badgered all over Christmas by a company who call themselves Moorcroft Debt Collection 'Services' threatening me saying that should I not acquiesce to their demands that I could end up in court and receive a CCJ thus ruining the credit rating that I have worked extremely damn hard to maintain.

    As the title says if like me you value your credit rating (And sanity) and do not want your details passed to a merciless debt collection agency and be hounded for money you do not owe I suggest you consider another ISP.
  • Reviewer
    Location
    South Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After the experience I've had today with Plusnet I find it incredible they have any customers - I spent the day waiting for a fibre engineer to install broadband - no show - after an hour on the phone it seems bt changed the appointment to tomorrow - and they accept the alteration wasn't passed on to me - demanded a full refund and got it ..... But feel I should get some recompense for the lost wages te on the and interest on the monies I paid them in advance - I see no reason why I should be out of pocket by even one penny when it's a communication issue between them and bt ! Not impressed that a company could make such a Ridiculous error........ I'm gonna try sky next as my previous attempt with Talk Talk was equally bad
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Worst internet provider ever! Should have had internet a month ago and still nothing. They send me regular texts with empty updates and false promises. As they're not conclusive, I need to call customer support 2 / 3x p/week and the staff is rude and doesn't have a clue about the issue being discussed. Couldn't be more unsatisfied. Wouldn't recommend it to anyone! Not even my worst enemy.
  • Reviewer
    Location
    Liverpool
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worst broadband service provider EVER. After being with SKY I shopped around for a cheaper deal, and now I know why they are cheap. After getting no signal & being unable to connect to broadband, I rang them during the day as I work,umpteen times, many of those after being on hold for ages. However, as I wasn't next to my broadband, and the fact I live miles away from work, there was no way I could attempt to correct the issue over the phone, and they suggested I call back in the evening while I can access my laptop. After a 40 mile hike home and finally sitting down after work I tried to call them on a few occasions, holding for 28,25 and finally 22 minutes each time, and still failing to get through, so heaven knows how long I may have been holding. I called back and asked if someone could call me at home, as I couldn't get through, as I had done on previous occasions with SKY, who happily oblige, only to be told by Plusnet that they don't make outbound calls!!!! After weeks of trying to resolve the issue, speaking to their customer service department, who aren't at all helpful, I ended up speaking to a new customer service employee, who after listening to me, felt he could get someone to call, as he described that as an easy customer service fix, only to return to the telephone astounded to find that he couldn't get agreement from any senior management to be allowed to make an outbound call. This eventually left me with no choice but to cancel my direct debit. As this isn't something I would usually do, I called them explaining what I had done, and that I was willing to pay the 3 months service I hadn't actually received! This wasn't enough and they demanded I pay the full twelve months contract, after a stand off, where no compromise was offered, they eventually issued Moorcroft debt collectors to chase the payment with the threat of court action.In fairness to the guy at Moorcroft, he even agreed he couldn't believe it, and offered to speak with PlusNet with my side of the story. I forwarded the letter to Moorcroft I had previously sent to PlusNet, but they were steadfast in their decision, and I had to pay the full twelve month contract as well as SKY. Lesson learnt, SKY may be slightly more expensive, but they both come up with the goods and are ten times more customer orientated than PlusNet, so do not use them.
  • Reviewer
    Location
    Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Only works well with 3 devices or less... Any more and speeds will drop.
  • Reviewer
    Location
    Maida Vale, London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    The worst supplier I ever had. Useless customer service and minimum 20 min waiting at anytime.
    Everytime there's some issue (and will be very frequent) only God knows when it will be sorted and the anwser is always the same "sorry we cannot do anything about that".. so what am I paying for?
    I regret myself for choosing Plusnet!!
  • Reviewer
    Location
    Portsmouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Once they grab you with their ever changing offers you will not receive a clear statement of what you pay, your online bills will have a mixture of complicated charges and discounts that change every now and then making it impossible to understand if you are getting what was promised. Cashback is a nightmare to claim back, I'm still working on mine!!!
  • Reviewer
    Location
    Dronfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    I can't really comment on reliability of broadband yet as I've only been online for 24 hours, but I'm so enamored by their punctuality, reliability of customer care and quality of support I wanted to post something. Excellent! They delivered on time, everything worked without a glitch and it's hard to imagine how they could have made our recent house move any, easier (aside form carry a few dozen boxes for us). I just left a cable provider who couldn't even send the envelope to return their modem to the right address. So far Plusnet are living up to their reputation as excellent customer service. Very pleased.
  • Reviewer
    Location
    Sheffield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I have been with plusnet for 6 months and had constant problems, 8 engineer visits and still no interent. i was promised 2-4 mbps and only receiving 0.4mbps.
    Customer services are shocking and do nothing, the worst internet provider out there.
    Plusnet lie and say it takes 10 weeks for interent to stabilise but they do this so you cannot cancel.
    Stay clear of these cowboys
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I cannot comment on Broadband speed, because I only yesterday switch to Plusnet from Sky. My son came home and found out that Plusnet make a lot of promises, lure customers into subscription, but don't provide satisfactory services. I've got already bad experience with contract details. I signed up for 12 months, but they emailed me 18 months contract. Thanks God that I am able to cancel their service. Sky offered me a deal, so I will stick with them. I was so silly that I paid in advance for line rental, so will request my money back in full.
  • Reviewer
    Location
    Gloucester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    Speed not as advertised and 3 times slower than i was getting with sky. Don't be suckered in by the cheap price. Service is not great, hard to get hold of them but phone and they take a while to reply to online messages and when they do are. Not exactly helpful.
  • Reviewer
    Location
    Bristol
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    We had to wait a month to get connected with plusnet, problem after problem! The customer service was terrible and one month after saying that I wanted to raise a complaint and I expected a call back from a manager I am still waiting, I will Deffinately cancel by the end of the month!
  • 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
    Guildford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Appalling broadband, made worse by the terrible customer service. We switched from sky, never had any issues with them but thought this would save a few pennies. The living room is the only place we have wireless, even then the best I could describe it is intermittent. When I spoke to plusnet their response was 'it's not our problem we're providing the service'. The chap on the service team was so unhelpful and smug I demanded to speak with a manager. His solution was to send me a new router and suggest we don't use wireless devices. Hugely helpful given mostly we use the internet on the iPad. I don't write reviews but if I save one person from experiencing plusnet, it's been worthwhile. 11 months until I can switch providers!!
  • Reviewer
    Location
    Whyteleafe
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Customer Service took 30 minutes to get through both times on the phone. I was very disappointed to wait so long particularly as I was calling from a mobile. The internet has been quite slow regularly and at one stage I had to wait a whole month before they sent me a new router for their broken one which they charged me for. When I decided to leave for sky the person on the other end of the phone was a bit abrupt and sharp but in the end helpful. There are better offers on the market and so I decided to leave them after 2 years of their mediocre service.
  • Reviewer
    Location
    oswestry
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    waited 4 weeks for plusnet bt guy to come out and do my line and 8 more days to get internet going not very happy will look else were next year
  • Reviewer
    Location
    Hampton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    its a scam!!! horrible service! avoid it! they will lure you with cheap prices and a contract you cannot get away from and then six months later: boom, you pay as much as BT but for much lower quality of service! don't do it!
  • Reviewer
    Location
    Huddersfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      5 stars
    • Speed
      3 stars
    • Reliability
      4 stars
    Comments
    Started with Plusnet at the beginning of the year and they were very helpful when BT cut me off a day early on the changeover and got me straight back on. Had a billing problem over the last few days but customer service was brilliant. Manager DID ring back when he said and problem is now sorted to everyone's satisfaction. All contact via email and Plusnet message service kept me up-to-date with progress at all times.
    Broadband is a bit slow at times (but it was the same with BT so it could be the area) so not recommended for heavy user. Perfect for me with emails and a bit of browsing. Speed still OK to watch MotoGP live on iPad!!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    We were with this company for about 2 years. We always paid on time by DD. We found a better deal elsewhere recently and moved over to another telecom provider. I was charged £30 by Plusnet even though I was LONG out of the contract. Apparently they could do this because it's in their terms. Read their terms and conditions VERY WELL before going with them and if there is anything you think is not quite right, just avoid them completely. Yes, perhaps they could do this because it's their right legally as stipulated but is it ethical or moral? In my opinion, NO!
  • Reviewer
    Location
    Chesterfield
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    Plus net promote award winning customer service. I've had problems with the broadband and had to wait for over 30mins just to get through.
    Not good enough, I'll be changing supplier. Not sure who gives out these awards as its a joke.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Waited 10 days now(since expected connection date) for internet that I ordered 40 days ago!
    10 hours of listening to horrible waiting music they have. So tired.
    They have told me that they will follow up the case and call me back but they never did!
  • Reviewer
    Location
    Poole
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    This is the worse broadband provider in the Uk, you better read this if you dont want to waist 1 month of your precious time. Plusnet should not exist, this is not a business full stop. I have signed up for broadband after I finished my SKY broadband package and decided to go Plusnet just to try and see how it is? I had to wait 3 weeks for them to take over my broadband which it wasn't a problem as I still my sky account active. 3 weeks went and the day come for Plusnet to take over. This was a Friday when they took over so immediately my sky account stopped, unfortunately when they took over they did not activate my line properly and I was told a technical team will investigate the matter on Monday, so I had no internet all friday saturday and sunday. Monday I rang them and they said we are getting this sorted for you, finally Tuesday morning my internet started after 5 days with no internet at all, very poor service. When I come from work Tuesday evening I started the installation of my hub and all the relevant setting up process. After 1 hour I had to call them to ask for help as the internet was running extremely slow, so slow that to load up a page it will take up to 1 minute, just for a web page, Oh my God! after 1 hour on the phone with the technical team doing all sorts of correction and changes to the channels and other test they come to the conclusion that its not much they can do about it. They told me a special team will investigate this matter within 35 hours, What! I got upset and i requested cancellation of the service. They arranged customers service to contact me the following day to discuss cancellation. By the way! every time I had to contact them I had to wait in average 30 min for them to answer. When I signed up they also took £25.00 payment which the following day I was told its not refundable as part of terms and conditions. After a stressful conversation with customer services they said to Plusnet its not the best choice for wireless broadband they struggle to provide high speed on wireless, they told me this over the phone, crazy! they said that under consumer rights they are only oblige to provide me cable connection and wireless its only a privilege. I got really emotional as its 2015 and you tell me who is using cable connection this days? all my devices are wireless so I need wireless connection full stop. I asked for cancelation to move to a proper provider, they told me i can cancel as I am within the 14 days cancelation period so the same day I moved to BT only to find that they can not take over as the plusnet they put a cap on the line so no one can take over. I had to call them again 30 minutes wait to be told that once the cap is placed nothing can be done, so I had to wait 2 weeks for current provider to end Plusnet so Bt can take over. On 29 of this month Bt will finally take over, I had to be on plusnet for 2 weeks, 2 weeks of pain and stress, the internet works slow in the morning and afternoon and evening stops completely. Lucky we have smart phones with 4G to give us internett as Plusnet its rubbish. Guys! seriously do not buy plusnet it will cost you time and stress. 1 month with no internet over 5 times calls which took in average 30 min per call, Time waist, Stress and pain not to have internet, internet slow like dial up connection from 20 years ago. This is not a network, stay away, go with SKY, BT, EE. I will not take my time to write this review but I feel like you all should know so you can avoid all the inconvenience i been through.

    Plusnet should be shut down full stop.
  • Reviewer
    Location
    HUDDERSFIELD
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved to PlusNet from Talk Talk with promises of better speeds and reliability None of which have been fulfilled Major problems getting anywhere near promised speeds took over 2 months of trying to get in touch with customer services which cost me a fortune in phone charges. although speeds have improved they are pretty poor the wireless is pathetic and we have to plug in to get anything with pictures cant use iplayer on the TV even if it is plugged in without it buffering all the time all in all poor speeds poor wireless useless customer service will revert back to talk talk as soon as possible
  • Reviewer
    Location
    Peterborough
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Same problems as below - poor internet speed tends to disappear all together sometimes. When 1yr contract was up left for EE and again was cut off internet connection even though was charged for it in advance. Contacted customer services only to find out that im no longer a customer although having account open and they charging me for it - no login whatsoever. Seven days before was sent an email confirming changes to services, date when it will change and... suddenly they know nothing about it!! Complained with a copy of the email sent to me - no answer. Deffo do not get involved with plusnet if you can.
  • Reviewer
    Location
    oxford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    have tried today to get broadband when I started to order the prices went up from advertised I was told that I did not live in a low cost area but they could not tell me where I needed to live to get these prices sounds like a bit of a con
  • Reviewer
    Location
    bury st edmunds
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Avoid at all costs - worst company i have ever had the misfortune to deal with!! Internet dropped out at 8 every evening - they tried to tell me it was a line fault. When trying to cancel they tried to make me pay £80 to do so and when i said no way threatened me with debt collection agencies etc. When i advised i was within my 14 days cooling off period their story changed - they however did not offer this information!! The whole experience of trying to cancel this contract took 1 hour and 50 minutes on the phone. Said they would cancel immediately but refused to give me a mac code - 2 days later (and another 45 minute call to customer services) i am still awaiting the disconnection of this abysmal service, which cannot come to an end quick enough!!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    When I decided to move to another Internet provider I called Plusnet to find out about the best deal and agreed the best package over the phone. During the phone conversation with the sales representative the whole switch seemed quick and easy, and the offer sounded very good so I agreed to switch, paying for the phone line 12 month in advance there and then. During the conversation, I specifically enquired about free landline calls at weekends and was told that they were included in the package. What sounded like a good deal turned out to be not so good with one big problem after another and not at all what was agreed over the phone?
    The problems started with a big mix up switching the broadband and the phone line and it took a very long time before the broadband and the phone line were fully operational. Then months later, when I noticed a large charge on my bill, I discovered that the land line calls were not free at weekends and they were only free for people who did not pay for the phone line 12 months in advance. Every single time I called customer service I have been dealing with very unhelpful staff who are not prepared to even listen to any complaints and just refer you to the small print included in countless of emails received.
    I also discovered that Plusnet automatically rolls over contracts for up to 2 years so be warned that once you sign up with them it’s not easy to get out. Also be aware that you will receive a lot of very misleading information to encourage you to sign up, which you will discover is totally incorrect after you commit.
    If you don’t want any additional stress don’t consider signing up with this very dishonest and underhanded company.
  • Reviewer
    Location
    Nottingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      2 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Reasonable broadband speed overall, although slow at times even over ethernet.

    Customer service is good while you are a customer - it's easy to speak to an English call centre fairly quickly.

    When I called to leave, the lady at the Plusnet call centre tried to match the price of the provider I was moving to. When she realised she couldn't match it her tone and attitude changed completely. She became very difficult and uninterested. I was trying to find out how the contract would end before I started with the new company, but she just wanted to get off the phone.

    She kept telling me that there's be a penalty charge if the MAC number was not used within 30 days (which the new company told me was nonsense).

    It's a shame it ended like this, as I had been happy as a customer. I've subsequently found out that Plusnet is part of BT, with whom I had terrible service a few years back, so things are adding up.

    I'm now with SSE, and I'm very happy with their service. Too early to tell about the broadband quality, but great price and service.
  • Reviewer
    Location
    East Anglia
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      4 stars
    Comments
    Phoning customer services is torture. Painful music and long, long waits.
    Although they have a direct debit mandate and effectively open access to your bank account they have a credit limit on phone calls, which means that when you have a family crisis (e.g. death or illness) and need to use the phone a lot, you are troubled by persistent emails warning you that you are near your credit limit and need to pay more in advance. This lead me to shout profanities very loud. Don't believe their blandishments, they are owned by BT and have the same ethos: you are not a valued customer you are an income resource to be exploited.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet the worst 4 customer service's longest ever waiting times and above all they tell u a pack of lie's just 2 fobe u off wud not recomend them 2 anyone how the hell this company won an award frm which is beyond me customer service's and the tech teams are a total waste of time none of them knw there jobs and i mean that with hand on heart...please dnt make the same mistake as i did keep well away frm this company.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    I decided to leave plusnet as they kept saying i had had more than my limit and adding extra charges. Once i had apparently gone over my limit at around 10 minutes to midnight before the next allowance so that cost me an extra £5 for a couple of minutes use.
    And i am a single person who doesnt use the iplayer or anything, works full time snd just uses broadband for emails and the occasional internet browse. How on earth i was meant to be using so much data i cannot fathom.
    Anyway i signed up to EE and it appears plusnet then just cut off my phone and broadband, even though i had paid for the whole month. They said they could not reinstate it now as they were passing it over to EE and the line had started to be checked by BT, Apparently both use BT lines so it didnt need to be checked but they had requested it anyway and said this process could not be stopped once started and i would just have to do without any phone or broadband for a week even though i had paid for this.
    I explained i was in the middle of a house purchase and really needed access to my phone and broadband but they did that "the computer says no" thing, and just left me in the lurch.
    This has been a nightmare, i guess they are saying its not okay to leave them and if you do you will be punished.
  • Reviewer
    Location
    East Lothian
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    I booked and paid for Plusnet Fibre Optic broadband. As I am a teacher I cannot take days off from my work so I booked the engineer to come out to set up my broadband during the school holidays - I thought it would be worth the 6 weeks and 5 days wait to receive my fantastic new broadband. After not receiving any contact from Plusnet (although they had taken the money from my account straight away) I telephone them. Lots of frustrating 1980's music later and being put through to 3 different departments it turns out that my order had not gone through. The operator was very apologetic: "It should have been picked up by us but wasn't". This is incompetence and I have cancelled my account (that never started) and I now have to wait 5-7 days for my refund. I do not recommend this company.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    Plusnet is as reliable as Victoria line during the weekend ( fellow Ldners will understand)
    If you are looking for fast and reliable internet provider - Pkusnet IS NOT the one!!!!!
  • Reviewer
    Location
    Guildford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Broadband has been dropping out for over a month. Plusnet arranged for BT to visit twice - no show. Promised to call me back with another date - failed. Cannot contact them online(too busy) or by phone (too busy). And this is supposed to be a COMMUNICATIONS company. Hopeless!
  • Reviewer
    Location
    coventry
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    100% satisfaction, costumer service you cant even knock! and UK based.
    no problems with broadband speed at all and never slowed down at peak times, always reccomend to friends and familys!!
  • Reviewer
    Location
    Oxford
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    i have been with plusnet a year now and they have been amazing, they are exactly what they say they are, affordable, reliable broadband and home phone, the line being stable was a massive worry for me before joining a year back but i can honestly say i have never had my speed drop below what they estimated it to be (9mb) and i have only rang up a couple of times (own mistake forgot my account password) and the team in sheffield who took my call were fantastic, i would recommend plusnet to anyone, i have referred several friends and family and each time one of my friends or family go to plusnet they discount my bills aswell which is a fantastic scheme

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.