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 4692 customer ratings since 2020-05-14 (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.

3,346 Customer Reviews over 84 pages

  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      3 stars
    Comments
    Only ‘positive’ is our service was reliable. It was reliably dreadful as was any attempt at speaking or dealing with this sham of a company. Had to pay a small fortune to ‘cancel’ our contract but it was worth it just to be with a decent provider. Don’t fall for it and DO NOT DEAL WITH THIS COMPANY
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Ok actual internet speed but shocking customer service due to a recent change in there billing that does not account for the rewards amount. You cannot print an accurate VAT receipt and they don't even care or return your calls.
    I cannot believe they didn't fully test there new billing system before rolling it out.
    I'm done with plusnet.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Plusnet changed my going live date 3 times ad forgot to tell my previous provider so was without Interent for 24 hours.
    Referral not showing & been told I have to get the person I referred to phone or email them to clarify I did indeed refer them (even though I was actually there at the time they signed up and input my referral info).Customer service were polite enough but no help at all.
    Their ticket system only ever gets answered if they feel like answering otherwise you could be waiting for ever.
    Absolutely digusted with them and I have not even been live for 24 hours yet...
    Avoid at all costs. I will be taking advantage of the 14 day cooling off period and leaving ASAP.
    You have been warned!!!!!!

    Plusnet do not "do you proud"
  • Reviewer
    Location
    york
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    moved house on 14/06, told plusnet 7d in advance (which was not enough apparently!) but even when they finally showed up on 20/06 they could not connect either phone or broadband. after 2nd visit phone finally worked (10d !!) but still no broadband. of course it's not plusnet's fault, it's bt's fault (same company), and plusnet 'can't do anything about it'.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Having now waited for 5 weeks we are still without broadband. If you are excited by waiting for at least 45 mins on hold each time you call, rubbish customer service and false promises of installments then plusnet are the company for you. Clearly don’t talk to BT. On three occasions now had to take work leave for them to do work but have not turned up. Plus net said they needed 48 hours to book in a visit on another occasion. 2pm on Friday was booked. Turned up 7am Thursday with no resolution. Plus net you are a joke.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    WILL NOT RECOMMEND! For 3 years I tolerated their sneaky change of contract and pricing. Twice we changed address and they sneakily changed our contract for yet another year and yet another year. Refused any support once we wanted to leave Plusnet when we found out we had been extended for another year instead they gave us a list of penalties that we will have to pay due to the fact we want to cancel before the end of our contract. On top of that the speed of our broadband was 2mbps.. TWO MEGABITS PER SECOND! I am having 72mbps right now with the most basic broadband from BT. Your entire company is based on disgusting sneaky contracts to tie your clients for yet another year and another year for as long as you can instead of providing good service. Plusnet has the best customer service you claim on your TV advertisements, you'll do us proud... if you had good service to provide in first place you wouldn't have to pride yourselves in being good at answering the phone after 65 minutes wait on the phoneline to resolve an issue. I will NEVER recommend your company and I have put sense into hundreds of people that have considered your company as a broadband provider and I will continue to do so, because you have been the most negative experience in this country I have ever had. Stay away and don't fall in the trap no matter what offer they make to you! There are so many more better more reliable providers even if you have to pay 5-10 quid more, please... Don't drown yourself in the swamp that is Plusnet.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One star is far too generous for this utterly disgraceful company. The absolute WORST company I have ever dealt with. Have left me without a land line or broadband for over a month now. I've rung and rung and rung - sometimes up to 4 times a day EVERY DAY for the past month. Each time I have to repeat myself to a different representative and am told that the last person I've spoken too has misinformed me. There Customer services are polite but TOTALLY INCOMPETENT!!!!
    It has been a catalogue of failures on Plusnet's behalf and on the meantime I'm being told (for the fourth time now!!!) I'll have at least another 5 working days before broadband can be switched on. In the meantime Openreach are telling me that there is a fault with the broadband line which they can't mend until Plusnet give the go ahead to send a broadband engineer which they won't do until the Order goes through in five days time. I will then have to ring plusnet to book the engineer which will take a further five days!!!!!
    I have written this in the hope that someone from Plusnet will read it and get this sorted!!!!!! SHAME ON YOU PLUSNET!!!!
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Sadly I had been a customer of Plusnet since it started and i always have to negotiate with them to get a deal like they offer new customers. They seem to care little about existing customers. Once over they were good, had good customer services and technical support and you could ring or speak to them easily. But sadly now endless phone delays, poor technical and customer support and lack of interest by them, other than taking money meant I left them. I feel once BT took over it was game over and they went downhill fast. Sad really as they were good once!
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Comments
    I have just cancelled my broadband service with them after three generally poor years of dismal speed, drop outs etc. I am being charged £84 cancellation etc. fees. A ridiculously high amount. I wouldn't recommend them to anyone. Their customer service is abysmal - you have to wait up to half an hour to get through to anyone on the phone - I was told on the phone that my cancellation fees would not exceed £40 but I have now been told it is over double that. Don't bother with them.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Never experienced a complete lack of ability. Dreadful “fibre”. Can’t even get access to my bills as PlusNet took my email address down wrong. After 2 hours of speaking to various people (and them all taking some assured sense of ability in telling me the issues with THEM having taken the completely wrong email address) I gave up. DO NOT use Plus Net as your provider. They will not do you Proud.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Truly awful. Four weeks and no router!! Called to complain but given no option to cancel.i gave them the opportunity to put this right but they ignored it. Seems my service is active even though I have no router and therefore no broadband. Only in plusnet world would this make sense. Avoid. I signed up for the cost but it wouldn’t be good value if it were free.
  • Reviewer
    Location
    york
    Reviewing
    Plusnet
    Date
    Comments
    utterly useless, like BT!
    after house move, more than 3 weeks ago, still waiting for Plusnet to get the internet going. usual malarkey of engineers coming and going, in spite of previous owner having fully functional connection. never any contact from them just more excuses (after you have contacted them!)

    level of incompetence is outstandingly high, level of customer service unbelievably low.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Tried to move home and take Plus Net with me. Contacted them with plenty of notice and was told it'd be installed in new home just a week after I moved in. Ok, a bit longer than I'd hoped but fair enough. Then something went wrong - 'the order wasn't built correctly'. So there would be a delay from July 3 to July 7. Annoying, but ok. Had to call them for an unrelated issue so thought would check if was still on for 7th. Apparently not (not that they'd bothered to tell me). Would now be the 10th but they'd call back to confirm. no call. I contacted again on June 6 - he would look into it and get back to me - he didn't. I rang again on July 8 - now looking at July 17 for earliest. Again, only found this out because I rang. Asked how much it would be to contact - as I'd signed up to a new contract would be over £200 to cancel, even though they're not actually providing me with any service. A joke. Very tempted to cut my losses and pay the money the customer service has been that bad. Happy to provide you with my user name plus net if you want to leave a reply, though i'm sure i'll just get a generic, we're doing all we can message.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    Firstly let me say that all the adverts you see about "who is the best" with broadband speed is totally wrong. Speed is ultimately dependent on the area you live, the density of the population you are in and the quality of the cabling. I was told the best prices only relate to how remotely you live!
    I have only been with Plusnet for twenty four hours and in that time since I handed over £234 they have messed up my password, made a mistake with my phone number and sent me eight emails with conflicting information. To try and put things right I have spent 45 minutes on a chat page which ended in no satisfaction and then a further 45 minutes waiting on the phone to speak with someone. When I finally got through I told the operative about the email saying I was to get a new phone number and she said she would ensure I kept my existing one. Today when I opened my email there was one from Plusnet saying my home phone with Plusnet has been cancelled!So another twenty minutes waiting on the on the phone to Plusnet to ask what is going on. Only to be told that as the phone had been cancelled it would now take longer to get connected to keep my existing number. After all the mistakes Plusnet have made in the last 24 hours with me not one of the people I spoke to apologised for their errors! So much for their outstanding customer support! Time will tell if things improve?
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Reliability
      3 stars
    Comments
    Plusnet sell themselves on great customer service but quite frankly the service is shocking - great when they want a sale, terrible went you want some service. Was due a refund of over £200 more than 4 weeks ago and still not received anything - had to take it up with credit card provider to get any action.
  • Reviewer
    Location
    York
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    Pretty crap, they take a while to install your service (like a month) and then a month later change their terms of service to make it more expensive to keep or cancel the service.

    Really understaffed call centre so always takes ages to fix anything.

    Broadband was very poor, I lived alone in a one bed flat, used my laptop next to the modem and it was still often quite slow.

    Still better than Sky were though, they were tragic.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    DiSHONEST RIP OFF MERCHANTS. These shysters lied to me when I took out the contract about how much it would cost to cancel the contract. Costing me £100. they also cancelled the my pending cancellation request, and created a new one so my cancellation would fall outside the minimum notification period required. no other word for it a bunch of crooks. AVOID. AVOID. AVOID.
  • Reviewer
    Location
    yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Fellow buyers, Avoid. Plusnet (minusnet) it’s just BT, and BT has always been a horrible organisation. I am an ex BT customer of the past. BT sells out is customers privacy, so hand over your mobile they will just hand it on!. So in terms of Minus net BT net combo you can expect the usual BT service run around, website answers nothing and gets nothing fixed, when it goes wrong means you sit in all day waiting for the van that does not arrive from bt openworld!. Plusminus net customer service is lower than low, low speed internet low reliability. I sent a letter via recorded to cancel, but there service just keeps on going so do the payments taken via direct debit, it’s not theft if they didn't get the recorded delivery sign for letter. Actually its theft! It was signed for!!!!
    More than 6 week’s notice to cancel. Please don't get sucked into the BT -plusnet low prices, you get less than you paid by far.
    Try this for service I phoned XILO spoke to Matt, three rings, emailed Matt response within 10 minutes and i can email matt directly. Plusnet phoned for help 25 minutes to a monkey answering the phone followed by the BT run around, emailed plusnet in Jan 2014 i am still waiting now. had to use the postal service at least it only takes weeks!!!!!!!!!
    Since plusnet put the price up £25.26 a month for a horrendous BT service sold to me by plusnet, i looked at IXLO you know the chaps who answer the phone and email they charge £26.78 for the same service, good god with customer service for a £1.52 increase, matt is not a staged monkey, a real person answered the phone and email, got my information within 20 minutes, he didn’t insult me with links to his web site, he responded like a human.
    So summarise if you read this and still went with plusnet you deserve the rubbish they offer, i am not selling IXLO just so cheesed off with rubbish net that I am trying IXlO, the reviews are great and you can test the response yourself, try find and email address on the plusnet site. If you found this helpful do a review yourself good or bad its a great help to me to avoid the Plusnet/BT horrors.
  • Reviewer
    Location
    yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      4 stars
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    I used to get a regular 7 meg plus speed. I now get 5.3 at best. They claim nothing is wrong and blame an extension lead that I DO NOT HAVE. Likely to change ISP very soon.
  • Reviewer
    Location
    yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Not happy with plusnet been messed about by them for weeks now moved house only a cross the road they book a B.T engineer come come out on the 6th oct to conect my phone line took the day of work & nobody turned up rung them then they booked it in again for the 21st oct took day of work ones again nobody turned up so got intouch then got a text message saying it WILL be on by the 24th oct can take up to midnight so waited again no phone on now they say it was a mistake about the 24th telling me now i have to wait 72 hours for there supplyers to get intouch with them to see when it can be put on WOT A LOAD OF CRAP just sick of getting messed about by plusnet
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Been with plusnet for nearly a year and it's been ok. not good, not bad, just ok- not as good as the service we had with BT previously but as we got a good deal at the start you can put up with occasional slow speeds and the wifi disconnecting regularly. However, we're moving house and I need to either move our service, set up a new one or cancel and I can't manage to speak to anyone on the phone to arrange this. the homemoveing team are not available for all the advertised customer service hours, neither are the cancellation team- I have spent about 45 minutes waiting on the phone to either a) give up waiting after 20 minutes b) speak to someone who couldn't help because certain teams finish at 8pm or c) wait on hold for 17 minutes just to get cut off! I have now been told (by online chat assistant) that I can cancel in writing which is what I'll be doing and going back to BT where they answered my call immediately and were able to give me all the info I needed right away. Award winning customer service?? I don't think so!!
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    They hide the upload speeds from customers and are really careful not to mention it when you sign up. That's because it's 0.5 mbps!
    Half a meg ffs. What use is that to anybody? Absolutely painful. Takes takes upto 5 minutes to upload 1 photo, and download speeds drop to a similar while things are uploading so if you want to upload anything at all your computer is virtually out of action while doing so. Useless. Totally utterly useless.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      4 stars
    • Customer Service
      4 stars
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    On the face of it the speed is better than I was getting with Orange, which was barely over a dial up connection.
    The increase in speed with Plusnet is fairer but when I see adverts ofr speeds of up to 20mb, I feel a little cheated!
  • Reviewer
    Location
    yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    cut off for paying my bill!!!!!
    apparently the system doesnt reconise manual payments,all due to being lied to when i first set up the contract now will have loss of earnings not impressed!want me to pay money i dont owe(they admitted) and pay to get put back on dreadful company avoid like the plague
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Plusnet gives Yorkshire a bad name! I moved to them in January, the broadband has been erratic at best, culminating in me asking about cancellation. The guy I spoke to offered Fibre broadband, which I refused, but he ordered it anyway! I'm still trying to sort out what the hell they have done/are doing with my account. I can only leave them if I pay £160+ cancellation fee, even though it's them that isn't fulfilling the contract. And they've just increased their phone charges adding insult to injury. And don't try to phone them to get anything done - it takes forever for someone to answer and then they don't help at all. Very polite though. Roll on next year when my contract finishes and I can move to a provider that can actually provide what I'm paying for - and hopefully will have 'customer service' that lives up to the hype.
  • Reviewer
    Location
    Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      2 stars
    • Reliability
      1 star
    Comments
    The broadband overall can be ok and pretty fast but it's highly annoying when your trying to send a online message and it fails to send about 10 times and end up restarting your phone!! I find it very unreliable and never know when it may happen, then when your on video call to relatives and you move to another room and you disconnect. I wouldn't recommend in my opinion!!

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.