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
    3.3 stars
  • Customer Service
    3.6 stars
  • Speed
    3 stars
  • Reliability
    3.2 stars

Based on 5486 customer ratings since 2019-10-22 (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.

3194 Customer Reviews for Plusnet

Reviewer Location Reviewing Date Ratings
I am paying for 14 mB/s, however, I am averaging on 800 kB/s - 1 mB/s. The internet disconnects between 4-10 times every day. I can't even remember the last day it didn't disconnect. It is absolute rubbish, as we pre-paid 12 months.

When I call or chat with customer services, they keep telling me the service is good, when I can see in front of me the download speed being 0.8 mB/s. The only solution they present, is having an engineer over, which would cost me £65. I'm struggling to see why I should be the one charged for their absolute ridiculous (broadband- and customer) service. 1 star is too high of a rating.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Leeds Plusnet  
absolutely shocking. Trying to find out when my contract is up to cancel this pile of trash Internet - can't get any further than logging in, website just crashes.
Do yourself a favour and use a different provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Plusnet  
If it was at all possible to give negative stars, I would give Plusnet minus 5 stars. The broadband is not only slow but redefines the word, frustrating. I am not exaggerating when I say that I cannot leave my room without the internet cutting off and needing to be reset and connected to about 10 times. Yes they're cheap but that is the only redeeming quality. Don't bother using Plusnet. You'll have a more pleasant experience repeatedly slamming your fingers in a door.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Canterbury Plusnet  
I stayed with Plusnet for 5 years for fear that others would be even worse. When I tried to leave (moving house to rural North Yorkshire where broadband now comes by radio link) they said I have signed up for a year. I let them keep taking the payments for the rest of that year despite getting no service in return, but then they kept going. I have cancelled my direct debit, and now they are threatening me with debt collection, even though I haven't used the service for 6 months! I can't even contact them to discuss, they send me emails to which I can't reply, and the wait to call them is over an hour - in working hours only. I can't spare that time in working hours! Plusnet market that they have the best customer service but this is a fat lie, I would strongly advise anyone to stay well clear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
North Yorkshire Plusnet  
I have been trying to get a hold of Plus-net for the last 40 minutes and as soon as I get hold of them I am then put on hold again for another 30 minutes before giving up. I am trying to set up a new contract as well as change an existing contract. General speed is good although drops out a lot. Customer services is pretty poor and you blow your allowance on trying to call them and sitting awaiting a response.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
NEWBURY Plusnet  
The worst thing in the world. Constant problems, no one following up or trying to help, hours and hours of my life wasted.

It's been almost a month and still no live internet connection. What the heck is going on?

Just don't put yourself through it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lewes Plusnet  
Avoid avoid Just absolutely shocking terrible so pleased to be out of contract. Just don’t know who to go to now . As they are all pretty crap. But never these ones again ever ever
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rickmansworth Plusnet  
Hopeless. They used to have a reputation for customer service. Then they were bought by BT. They are almost ucontactable as the phone queues are so long and the chat support is hopeless and contradicts what the guys on the phone tell you. If you choose to use them then prepare to put your life on hold for a month or two. I ordered fibre in a property that I moved into that had previously had plusnet fibre. They accepted the order then downgraded me to standard (less than 1MB) without telling me. They then spent a further month trying to blame others for their mistake. I moved into another property while still under contract. They managed to fail to get broadband installed and blamed BT saying the line was not active (when it was). Utterly shamefully hopeless. Sad really.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Near London Plusnet  
Text message updates that spread across three messages and do not tell you from which company they originate. Useless call centre staff. Inept expediting of orders and poor communication lines with Openreach. Avoid this company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Doncaster Plusnet  
Having to wait for 6 days for someone to do something is not on.No phone and no Internet.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bodmin Plusnet  
Many talks re. internet dropping --sometimes 6+ times a day --never resolved---they just want to send someone out for a hefty fee.Can't wait to leave them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
eastbourne Plusnet  
I just don't Adam & Eve it, Get this i got Fibre optic, and guess what i get a poorer service than broadband, when i try to open a web page it takes ages, and when i call pussnet i have to wait 20+ minutes etc. And finally when i get through they just tell the same old story as before. Fibre optic, man that's a rip off, when you don't even get it. I get better internet from my phone data 4g
  • Satisfaction
    1 star
  • Reliability
    1 star
Lanark Plusnet  
really unreliable lately
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Weybridge Plusnet  
Wish I hadn’t bothered to switch to fibre band, nothing but trouble since I switched to fibre. They need to spend less on tv adverts and more on providing what we are expected to pay for. It keeps dropping out and they keep blaming OPENREACH who then blames PLUSNET ETC ETC, more like a tennis match than a service I am paying for.. Steer clear
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Dartford, Kent Plusnet  
Signed over my service to Plusnet 3 days ago. They changed my telephone number against my wishes and without advising me and disconnected my broadband so now instead of having fibre BB I have nothing. 3 days of broken promises and assurances to correct the problems by different individuals has resulted in no action. You call their phone line and you have to que for 20 minutes.

Stay clear scandalous service hence no stars as I have no service, they did however take the funding from my account.
KA256AW Plusnet  
Very poor I can’t even watch hd channels without pixelating and unable to watch fire stick programmes
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
CF363SN Plusnet  
Honestly, I am absolutely disgusted with the service I have received from this company, I'm surprised they're still allowed to operate considering the service they have given me and several of my peers.

Firstly, the broadband had problems from day 1. Would alsways lose connection, go incredibly slow to the point that even basic webpages would not load.

Technical support was also lacking. Within the year and half I've spent with them I made several support calls about the broadband. The only things I were told to do was reboot the router or change the router channel. These tasks did not work. They knew this but did nothing to help. It's also worth noting that on avaerage I had to wait around 30 minutes to get through to technical support (and yet only 5 when I called to cancel)

They are also notorious for lying. I've had to cancel my contract early as I'm essentially paying for no real services. They told me that I would have to pay £70 to cancel early. Then when I called and told them the date of cancellation it was randomly bumped up to a little over £100.

So if you're looking to be robbed, lied to and wait on the phone on hold for 30+ minutes I would advise this company. Otherwise, stay away!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Tipton Plusnet  
STAY WELL CLEAR, absolutely terrible have had the broad band in for two years and we've had nothing but trouble. Rang up to pay my bill, sorted that out then this morning they turned my internet off because they accused me of not paying my bill. Which I proved I did. Then they went on to say they gave me the wrong bill and it was more than I paid. Told them I wasn't paying as it wasn't my fault if they had of told me the correct amount it would've been sorted out. And they still insisted on calling me a liar. Then they turned and said that it was a mistake on there part after being so rude to me they wouldn't turn my internet back on even tho it wasn't my fault. Tried to explain my daughter has exams and she needed the internet and he said that he didn't care. So I politely told them we're to go, and hung up the phone. Unfortunately my daughter will have to go somewhere else to revise to her exams, never will I be back this company they are an absolute joke.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
N.ireland Plusnet  
The only good thing I can say about Plusnet is that they demonstrated their total incompetence within 14 days of me placing my order so I was able to cancel without loss. They made false promises about installation times to get my business then backtracked once I had paid and failed to deliver on their promises. Avoid like the plague!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Chichester Plusnet  
They should be prosecuted under trades description act for their TV ad. Atrocious customer service average 40 minute wait to get through on phone and you can rarely access them online via chat as its regularly unavailable especially at weekends. Very slow speed and connection drops constantly. I chose to pay the cancellation fee just to get away from them. Moved to SKY and glad I did. Speed back up to normal and customer service calls answered in a couple of minutes
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Scotland Plusnet  
STAY AWAY! Dreadful customer service, I set up PlusNet for my 84 year old father, it was only supposed to be £22.99 per month but they took nearly fifty pounds out of his account. They appear to have taken over his pay as you go mobile and are charging for that when his mobile number was never included in what I set up. When I contacted their customer services I got a woman with a foreign accent which was so strong I couldn't understand her but she refused to discuss the account with me because I wasn't the account holder (even though I'd set up the account and my father wouldn't know any of the details if they'd spoken to him directly). I asked to speak to someone in charge and she refused to transfer me, she talked over the top of me constantly and ultimately refused to deal with me even when I'd explained the situation. DREADFUL....ABSOLUTELY DREADFUL!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Aberdeen Plusnet  
No stars! Absolutely awful customer service. I had what I thought was a productive online chat to arrange to change broadband and phone to Plusnet. 3 days later I received a text from BT to say I would not be getting a final bill as I had retained some services with them. I rang BT and was told Plusnet had put in an order for my phone but not broadband, then cancelled that order. I rang Plusnet, waiting 15mins for a service assistant. They told me that BT had refused to release my number. Back on the phone to BT who denied this, pointing out that Offcome would fine them heavily if they refused to let me keep my number. BT also offered me discounted rates to stay with them. Back to Plusnet - I asked who was lying? When I told the agent what the first agent had told me she said "Oh, that WAS a bit of a lie!" I asked them to cancel my oredr and repay what I'd already paid them.
The saga went on though as Plusnet then sent a second order to BT, who thought I'd changed my mind and was going to Plusnet after all. Once again I rang Plusnet who promised me the order had been cancelled. A couple of days later I received another text from BT saying they were sorry I was leaving them - Plusnet had NOT cancelled the unasked for order. I've now had to jump through hoops to get BT to cancel Plusnet's order as Plusnet seem incapable of doing anything I've asked them to do.
DO NOT USE THEM.
Southampton Plusnet  
This has been the worst experience so far for being loyal for so long . Waiting time to speak to technical team = 45 minutes Avg + misleading and wrong promises + no respect or professionalism towards customers + 2.5 mbps = getting to pay £145 to get out of contract. I think this sums up the amazing service that you get from plus net. Never to return for their internet services. Absolute waste of money and time .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portsmouth Plusnet  
Brilliant support team.All promises fulfilled
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Denbighshire Plusnet  
Worst mistake of my life, joined plusnet due to their advert, unfortunately on the day I got my Broadband set up with them I realised I made a huge mistake, I mean the 1st day the Internet went down I phoned them up so see what is up and waited 50 minutes for my call to be answered.
The fibre broadband speed I had was so slow, I was unable to have 2 Internet windows open at the same time, some larger website were impossible to view, I called Plusnet to report the slowness only to get told I will need a laptop so they can talk me through how to test that the modem or router are working fine, I informed them that I do not own a laptop and was told I need to purchase one otherwise they can not help me!
I put up with this problem as I wasn't going to get a laptop, I was then informed that they are putting up their prices and due to this I could cancel my contract early without any cost to me, I did cancel and went to another provider still using Open reach cables but with this companies router etc and the speed is brilliant.
A month after I received a email from plusnet informing me I had to pay 1 months phone line rental by mid September otherwise they will send my information to a debt collector, I phoned plusnet and was told there is no amount to be paid and they had credited my account so the balance was zero!
I received a letter yesterday from a debt collection company saying I have 7 days from the date of the letter to pay plusnet £115 otherwise they will take the matter further, I straight away called Plusnet and after waiting 35 minutes my call was answered, I got told the fee was a cancellation fee, I explained that I was told and still have it in writing that no charge will be applied to me for cancelling early, unfortunately Plusnet have no record off this so today I emailed them a copy off this message and got a automated email back stating my email will get a response within 10 working days, however the debt collector wants payment within 4 days now!
Plusnet are a joke,Please do not fall for their advert like I did, the companies they say they are better than are in fact much better than plusnet as I have found out!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Corby Plusnet  
Terrible customer service! Yesterday our direct debit failed. We immediately resolved the problem however with 4 hours our Web traffic went on some redirect that made it unworkable. Could not access their Web site to make a payment. Still on hold to get through to accounts after an hour. Use someone else if you want a business service
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Saffron Walden Plusnet  
Server keeps crashing, very slow when usable but regularly times out due to extremely slow speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bexhill on Sea Plusnet  
Shocking customer service, hours waiting on the phone and failed to resolve problem when call answered. These people are shocking, I've had problems with one thing or another from day one...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Leicester Plusnet  
Hello
Didn't get as far as getting a broadband service from PlusNet. Within 24hrs of my order, they had taken a deposit out of my account and set up a direct debit. Shame their service did not match the same speed. After a week I phoned them and asked why I had not received any email contact from them. They said their journal showed they had sent an email saying they could not connect me to Fibre Optic, but they would supply me with asdl broadband/telephone service. Having confirmed my email address with them, I asked them to send the email again. I got nothing, so ended up sending them a recorded delivery letter cancelling my order and asking for my money back.
You would have thought that PlusNet would have phoned to say they could not satisfy my order as they had no response from me from their email. Why would they think that I wanted to swap like for like (I am with TalkTalk)Broadband. As I have found out. My phone line is not Fibre Optic enabled at the moment. This should have been apparent to them at the point of ordering.

Regards
  • Satisfaction
    1 star
  • Customer Service
    1 star
Milton Keynes Plusnet  
Dreadful WiFi range you can take your mobile device less than a metre away and you will lose connection. The speed when you actually get a connection is dreadful. The broadband goes down multiple times daily which makes it almost impossible to do anything. Highly recommend staying well clear it's not worth the money at all and after a week you'll be begging that you headed my advice.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Plusnet  
Switched to Plusnet from BT. Phone line disconnected/reconnected as scheduled but no broadband for four days. No contact from Plusnet. Finally used chat and agent said the activation was stuck in a queue. Obviously a queue they expect the customer to drive rather than any quality control service on Plusnet’s part. Agent chat disconnected while waiting for the agent to respond. Pathetic start. The lesson is contact Plusnet support immediately and constantly, don’t wait for their processes to notice that something’s wrong. Now connected, interestingly at more than 10mbs slower than the BT connection. Hopefully this will increase as the line is trained over the next 10 days. Meh.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Aberdeen Plusnet  
I must be fair in that I have been with Plusnet telephone and broadband for years and never had any complaints - I suppose because nothing has ever gone wrong.
With that in mind I took advantage of their new mobile service - what an eye opener. The worst customer service I have ever come across. The only mature sensible person I have spoken to over the last few weeks confided that they had opened up the new facility in Liverpool and staffed it with clueless youngsters.
In the space of a few weeks, they sent me four SIMS instead of the two I ordered and then told me that as a gesture of goodwill, they would not charge me for the extra two... Well that's all right then. The four SIMS were all addressed differently with both first and last names spelled incorrectly and when I queried e-mails not arriving, they had written that address down wrongly as well.
I should have known better, but I decided to port my 20 year old cherished consecutive numbers from GiffGaff (who are fantastic). Mine came through all right but my wife's didn't. They blamed me! Two days later, resigned to the fact that her number was gone, I received a text from Plusnet to say they had found my wife's phone number and it would be reinstated immediately. This was done - the only thing was they put it onto MY phone, causing my number to disappear into the ether. Customer 'services' confirmed that I would never get my number back.
Did they at any time apologise for their incompetence? No. What they did offer was compensation of £7.50. Which I declined saying that the cost of new business cards alone would be far in excess of that. The reply immediately came back saying that I was not permitted to use Plusnet mobile for business (I dont) their service is for personal use only.
I have a problem - should I recommend Plusnet mobile to my friends?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Leeds Plusnet  
Moved to plusnet in May and shortly after my internet speed dropped,some months later it dropped again.
My previous supplier consistently achieved great speed,never a problem and foolishly moved because of a slight increase in price.
When I contacted plusnet they don’t accept responsibility,they give the usual guff about sockets etc.,absolutely no assistance whatsoever.
They will now loose my business with 2mobile phone contracts and eventually when my contract is up my broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
BALLYCASTLE Plusnet  
Dont get traped by plusnet CHEAP DEALS. They really are CHEAP cheap cheap. Been waiting for a refund for over a month and not getting very far. They are sitting on my money and dont care.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
lewes Plusnet  
First of all my telephone line failed.....fixed....then my internet connection died....partially fixed but now intermittent....now my telephone doesn't work again! 45 minute wait on the telephone for tech support.....is that really acceptable? I would suggest that no-one signs up with them until they get their customer service sorted out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Reading Plusnet  
Please do not join plusnet. The customer service has been shocking and I have been told that the 14 day coolong off period starts from the day I order even though my broadband wasnt active or router arrives for a number of weeks. It didnt work, sent back day after receiving as could not get through for support. I could not get through by phone. Email or live chat. I followed online advice to complete form and send back. I have just got through by going via Sales and told I am now out of my 14 day cancellation policy. I have requested a manager call back. Please if you are considering DO NOT USE PLUS NET!!!! DISGUSTING CUSTOMER SERVICE!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Buckinghamshire Plusnet  
poor BB speed -a lot less than previous provided TT trying to get PN to improve speed was fruitless. I have been told the equipment is different to TT-assume that means inferior and the router is poor.
Do not use Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WIDNES Plusnet  
awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WIDNES Plusnet  
awful customer service.
I was told (in writing) I would receive at least 3mb of BB speed but received less than 2mb when I joined- took a long time in phone calls/waiting etc to be told there was nothing they could do- after 6 weeks!! dont use Plusnet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
WIDNES Plusnet  
Awful awful company. We signed up for one package and were given a totally different one that cost twice as much. After complaining again and again we got nowhere and have not even been offered a refund. We ended up leaving and to top it off they kept asking for payments months after leaving them. Also beware when you leave them as even if u inform them your leaving if you dont request a certain code they will charge you an extra £30 to leave! Apparently its in the very small print!!! Overall a horrible experience, with really really unhelpful no nonexistent customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Oxfordshire Plusnet  

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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.

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