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
    Norfolk
    Reviewing
    Plusnet
    Date
    Comments
    Been waiting over 3 weeks to be connected with broadband. Different excuses every time I ring them. One of the staff said I need to pay £49 extra for a new line to be installed. Terrible stressful experience so far. Between them & Openreach my perfectly fine internet connection which worked before the switch, has become a massive problem.
  • Reviewer
    Location
    Aldeburgh
    Reviewing
    Plusnet
    Date
    Comments
    I cannot rate it as plusnet are terrible I have been waiting for installation of a line since June 8th 2015 and still no further forward and cannot speak to anyone that seems to do anything. Their advert should be taken off the tv
  • Reviewer
    Location
    Isle of Bute
    Reviewing
    Plusnet
    Date
    Comments
    Due entirely to BT disconnecting me for no reason, and Plusnet's failure to respond to this, my account was sent into chaos. I have emails thanking me for paying my outstanding balance, and telling me my account currently sits at zero. However, today, and after many conversations with Customer Service teams, I have closed my account. The right hand there does NOT know what the left hand is doing. The stress caused put me back in hospital, thus being 2 days late in paying, borrowing money to pay, and my Mental Health has been set back at least to last year. I was assured I would have telephone last weekend when I returned home, it was cut off AGAIN!! I have closed my account, and want nothing more to do with Plusnet, as they did NOT "do me proud". Currently debating in my crazy mind whether to tell the Press. GOODBYE PLUSNET....DO NOT EVER CONTACT ME AGAIN!! You have upset everyone in my family, and you have no idea how to do as you say you will do.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Comments
    Have been waiting for 2 weeks for the engineer to complete the connection. Don't have any phone at the moment. They have promised 3 times that an engineer would come to do the work and hardly an apology. Had to wait about half an hour to speak to someone on the phone. If this is what they are like to a new customer how do they treat people who are already with them! I am going to cancel. Not a single star.
  • Reviewer
    Location
    Bucks
    Reviewing
    Plusnet
    Date
    Comments
    Oh dear - have just read most of the above! Now think I have been duped- rang plusnet to say that i have a very intermittent internet with buffering every couple of minutes when watching tv- was told that i should wait 15 days while the exchange settles down!!! I am beginning to think this was a big mistake!!! Meanwhile I have rediscovered reading books!!!
  • Reviewer
    Location
    Liphook
    Reviewing
    Plusnet
    Date
    Comments
    The worst service ever out of 5 lines I'm having problems 4 at different properties and after 3 months of being told so many different things but still not mended and it goes on. I do not have enough time to keep call plusnetbusiness 4 times a day. So now I've gone to the ombudsman to shut down all my accounts with plusnetbusiness and a refund. Never again will I use such a rubish company again. P.s xln are much cheaper and easier to get on with.
  • Reviewer
    Location
    Norfolk
    Reviewing
    Plusnet
    Date
    Comments
    Ignore adverts praising customer service, there is none. I ordered a package and after hearing nothing for over two weeks, phoned to ask what was happening. In a queue for 45minutes to speak to agent. They had not processed order, despite having sent email of welcome, taking payment and setting up direct debit. Two days later received advice that switchover would be 23rd December. I phoned to change this but told a change not possible due to Plusnet making a mistake. This was after a wait of 40minutes to be put through to an agent. Further calls, messages and conversations all underlined the fact that device with Plusnet was total rubbish and to be avoided at all costs.
  • Reviewer
    Location
    Upton upon Severn
    Reviewing
    Plusnet
    Date
    Comments
    DO NOT USE THIS THIS COMPANY horrific customer service. Incorrect billing which I’m quite sure they try to do hoping that customers won’t check bills. Overcharged. Customer options Team, these are the guys that are meant to retain customers?!! What a joke, rude, unhelpful and obnoxious.
  • Reviewer
    Location
    Devon
    Reviewing
    Plusnet
    Date
    Comments
    Where do I start.Constant problems for over a year. Said I owed them money,Put it in the hands of a debt collection agency, turns out they owe it to me ! During that time i was widowed. All extra stress. NOSTARS.
  • Reviewer
    Location
    Isleworth
    Reviewing
    Plusnet
    Date
    Comments
    A total waste of time. Months to fit a service that does not work. They do not listen, do not understand and ignore everything you say without answering at all, even after weeks.

    Don't bother even getting a quote, they want monet upfront for a service they fail to supply. Complete and utter rubbish both the service and the staff !
  • Reviewer
    Location
    Scotland
    Reviewing
    Plusnet
    Date
    Comments
    I will not give Plusnet any stars, they deserve nothing. They have given us nothing but stress and shockingly bad service. We are no further forward with them.. they ignore, ignore, ignore and are then plain rude or arrogant. "We'll do you proud". More like "We will do you". Have to beg for refund, still waiting for this. DO. NOT. TOUCH. WITH. A. BARGE. POLE.
  • Reviewer
    Location
    Whitchurch Canonicorum Dorset
    Reviewing
    Plusnet
    Date
    Comments
    Speed is poor at around 6mbit download although this is more to do with distance from fiber box.Customer service is quite good. My problem with PlusNet is that they charge in between £44 and £50 per month for a poor speed. They will not reduce the fee so am moving to another provider for £30 per month
  • Reviewer
    Location
    Hackney
    Reviewing
    Plusnet
    Date
    Comments
    This company is a absolute joke.they are money grabbers and the billing system is messed up.plusnet didn’t take any money out of my account for months or they didn’t cut of my broad band and when I wanted to cancel it there was a fee. Now they want a big lump sum of money from me for all those months being added.they also took all my money out of my account and left me with nothing.
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Comments
    I don't even know where to begin. I call and try to organise wifi for myself and I'm told it will be live in 10 working days. Fine. 10 days comes and goes? I don't have an e-mai, modem or anything never mind my internet. I call. 40 minutes waiting time!! I'm told they can't find the line???? They had to call another company to ask them. Don't know whether to laugh or cry at that. Then they said they'd e-mail with an update. NO update but I have suddenly been 'opted in' for several marketing channels?!!! I then have to call and chase them (another 30 mins) and I'm told they found the line (talk talk told them) BUT FORGOT TO PUT IN AN ORDER FOR THE MODEM!!!!!! So thats been ordered now and I've been told the 17th is when I go live........ I'm a 4th year uni student who's falling behind for lack of internet. And no mention of any kind of compensation. DISGUSTING. Only thing they haven't forgot to do is bill me.
  • Reviewer
    Location
    Redditch
    Reviewing
    Plusnet
    Date
    Comments
    Just like to thank PLUSNET for totally destroying my family Christmas this year. I will never ever forgive them. Bought internet related items for all my grandchildren and children was expecting to have PLUSNET internet connection installed this morning but no show. Customer services disgusting service thinking that a twenty pound gift would make a difference stupid people don't they understand nothing on this earth can replace my family Christmas. Spent all day calling them trying to sort something out only date available is 5th January what a joke!!? Run by a load of idiots and the last person I spoke to was the worst one, really annoying and uncaring!! Hope they all have a really horrible Christmas to be honest. They have really annoyed me today. Thanks for letting me vent. Don't give PLUSNET your business they certainly don't deserve it. Merry Christmas Everyone. I am not a vindictive person normally but this has so annoyed me.
  • Reviewer
    Location
    Kings Lynn
    Reviewing
    Plusnet
    Date
    Comments
    After 5 years not needing any help and good service the minute i have an issue they are useless, also my contract is up for renewal and they cannot beat any prices and are not willing to negotiate to hold onto a customer, seems they are a company who would much rather deal with new customers than existing. Going to be switching after i have finished writing my rant!!
  • Reviewer
    Location
    Bath
    Reviewing
    Plusnet
    Date
    Comments
    Have been with Plusnet over 10 years and have decided to switch to fibre as this is now available at local exchange. Was told I would be switched on 18 August now it will be on the 31st August also not told of capped upload speed of 2mb which is reported on various forums unless you pay a premium price for 20mb something which was previously included, had I known at the time would not have switched and gone elsewhere. Tried contacting customer service this morning with a wait time broadcast of 45 minutes, how they are allowed to advertise customer service on television advertisements as been the best thing about Plusnet beggars belief, it's about time the advertising standards Authority looked into these claims.
  • Reviewer
    Location
    Canterbury
    Reviewing
    Plusnet
    Date
    Comments
    I have been a customer for just a few weeks and chose PlusNet for its alleged good customer service and award. The reality set in almost immediately when fibre optic broadband was said to be 32Mbs plus turned out to be 10-11 Mbs and actually not much better in practice than my previous 1 Mbs service from EE. A great disappointment. Loses connection regularly, long delays accessing sites and often get errors messages saying site not available (etc). Took 3 minutes this morning just to go to Google. email service indifferent and difficult to access. All attempts to get in touch with PlusNet customer support fail to get a response in answer to my complaint and when I try to phone there is always a 30 minute delay (and when I once stayed on line gave up after an hour without a response). Too late now to cancel but I won't renew when the contract is up. PlusNet? MinusNet would be a better name
  • 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
    Twickenham
    Reviewing
    Plusnet
    Date
    Comments
    Do not touch Plusnet with your barge pole
    Nov8 contacted to order package that I saw online - internet speed of around 50
    Was offered a cheaper package which sounded great so I agreed to it
    However upon receiving and reading documents I realised that the sales guy had been talking about speed of 15 whilst I was hearing 50
    For the first time in my experience someone tried to down sell to me
    Contacted them again the following day and changed to my original package
    Box arrived in post a day later and 3 potential installation dates were given. So far so good
    On the morning of the first installation date I called to find out when someone was coming
    This is when I should have cancelled
    No one was coming, not necessary, original person was confused
    Over the next few weeks I got regular mails telling me my package was on hold for another week. Each time I called I was given a technical reason. I asked for a simple explanation of the technical term, so it was repeated more loudly. That did not help my understanding.
    Some of the people I spoke with were polite, I cannot say helpful, as I still did not get the service. Some were less polite.
    One of the helpful suggestions was to cut off my current supplier and leave my without internet for 2 weeks: THIS WAS MEANT TO BE TO HELP ME :REALLY????
    After some insistent begging on my part, I was eventually allowed to speak with a supervisor
    At the end of a long conversation it transpires that there is currently no fibre broadband available in my area.
    Incredible
    December 19 th. Order cancelled
  • Reviewer
    Location
    Bristol
    Reviewing
    Plusnet
    Date
    Comments
    Poor network
  • Reviewer
    Location
    lancs
    Reviewing
    Plusnet
    Date
    Comments
    Don't sign with them they are cowboy operators an only after your money if you have to make complaints only do it through the sales line numbers they are the only ones that answer if you jam up there sales lines enough they may decide to deal with complaints differently
  • Reviewer
    Location
    East sussex
    Reviewing
    Plusnet
    Date
    Comments
    No stars here..Been with plusnet over 3 years..Rubbish service..overcharged..try getting that back !..now wanting to cancel but told can not do that because when I moved home 18 months ago they re-started another 24 month contract because they cannot transfer..now they want money for not providing a service...as for the customer service agents..pay peanuts get monkeys..told one thing by one of them to later be told that I should not have been told that...what a bunch of idiots..broadband comes on and goes off whenever the mood takes it...no where near the speed I pay for...they now want me to pay a cancellation fee...I think they owe me money..bad service..bad customer service...bad company...AVOID AT ALL COST..Note to employees...If you do not want to be shouted at over the phone by irate customers like me then do not work for a rubbish company..you know when you speak to customers your lying...In the time it has taken to write this my broadband has gone off and back on about 4 times...I need it as I work from home but it is off again..I lose money when that happens but they do not care...and you have no chance of getting any money back..
  • Reviewer
    Location
    South Yorkshire
    Reviewing
    Plusnet
    Date
    Comments
    Dont use this company they are happy to rip a church off for 15 months.
    Had issues with internet charges 2 yrs ago and finally resolved but decided to leave in April 2017 called to advise this and give notice. we then transferred our phone to Kinex and unknowing we have still been billed 21.60 for the last 15 months for internet we have never had. Just called them today to resolve to be told that we should have called back after the phone had transferred to the new provider to give a further 30 days notice and pay an additional £25 cancellation fee.
    So my initial call on 28th April did absolutely nothing yet as the advisor quoted in the terms and conditions you have to call or write to them.
  • Reviewer
    Location
    Worcestershire
    Reviewing
    Plusnet
    Date
    Comments
    It makes me laugh when I see adverts for Plus Net. They pay so much for advertising yet treat their customers with contempt. Perhaps they do not pay enough to have quality staff in customer service or maybe they are just out to grab money from anywhere. I had to pay a fee for leaving. I left because my broadband simply did not work. Avoid them at all cost
  • Reviewer
    Location
    Edinburgh
    Reviewing
    Plusnet
    Date
    Comments
    Don't fall for the friendly Plusnet gumph, read the reviews. All Plusnet are interested in is your money .. I'm now signed up to Sky, which probably goes some way to explain their attitude. Gone downhill over the past few years, perhaps something to do with their takeover by BT, who knows?

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.