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.

Overall Customer Ratings for Plusnet

  • Satisfaction
    3.3 stars
  • Customer Service
    3.5 stars
  • Speed
    2.8 stars
  • Reliability
    3.2 stars

Based on 61956 customer ratings since 2009-04-02 (Show recent 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.

3,556 Customer Reviews over 89 pages

  • Reviewer
    Location
    Oldham
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I signed a 18 month contract and like most people the price went up in April which I wasn’t happy about. So I rang Plusnet to log my disgust about it. The agent was cocky and repeatedly quoted that it was in the T&C and I should of read them properly when I signed up. When I pointed out that plusnet had failed to give 30 days notice of the increase I got the usual lies that plusnet sent a warning in February and I must of not read it, then the excuse it might be in my spam or in my junk mail you know the script, complete rubbish. I’ve checked my spam and junk and NO email received. The cheeky get then offered to credit my account with £15 and then sent a message saying that my query was dealt with and I was happy with the outcome.
  • Reviewer
    Location
    Greenhithe
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    Comments
    Signed up in the 3rd April and we are now on the 4th may and no broadband, had to speak to 4 staff member until one did what he called the basic to identify what the problem was. The complaint team do not call you and two agents promised to call me back and failed. The staff are polite but they fail to do thier basic jobs when following their tick sheets, very poor customer journey!
  • Reviewer
    Location
    Clacton on sea
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    your company made me take 3 days off work and no one attended. Left me with a service for 8 months that didn't work.
    All together I've lost 780 with your company in an 8month period, promised my check of 120 would be paid in 14 days. I'm still waiting after 17.
    Staff are badly trained. Had the phone put down on me when I attempted to cancel my contract.
    The list goes on.
    Diabolical company. Will never recommend and will post a bad review every single chance I get for the rest of my life about your company.
  • Reviewer
    Location
    Wirral
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    Comments
    Absolutely dreadful customer service for business. Extremely long time waiting for call to be answered. Totally incompetent when dealing with my problem with new line. Only ever contact me with text which I cannot reply to no email I can write to ---just the phone number which no one wants to answer
  • Reviewer
    Location
    Conisbrough, South Yorkshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    Been with Plusnet for several years.
    When I have had problems, only once have I had to put the phone down after waiting 25 minutes Apr 2022). But the next day I was picked up with 30 Seconds.
    staff was brilliant. Genuine apology for there being a problem. After quick checks, a fault was found and an engineer was booked the next morning.
    This great service has happened every time I have contacted Plusnet for various reasons.
    Great Staff. Great service. Great company.
  • Reviewer
    Location
    Perth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Hi
    Long term customer. Moved house and new contract agreed. However, as it was 23 March I started contract, ONE WEEK later I had my package price increased by 3.9% - ONE WEEK!!

    Sales person did not mention this when switching. I assumed (wrongly) that the price I was quoted would include this very recent change.

    Customer service just keep referring to an email they sent in February about their price increase.

    Will switch as soon as I can afford the cancellation charges!!

    I though PlusNet were good, not anymore, don't know what's happened to them.

    A shame because the competition ain't any better.
  • Reviewer
    Location
    Urmston
    Reviewing
    Plusnet
    Date
    Comments
    tried to check my latest bill.Nobody takes the call,just constant music.absolute disgrace,no other way to contact them
  • Reviewer
    Location
    Aberdeenshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible.

    It's my elderly Mum's account and we moved from PlusNet to John Lewis exactly a year ago - it even says on the plus net account this is the case - but have found out that she was being charged by plusnet as well! Customer service... well, after waiting over 30mins I spoke to an advisor who told me there was no way this could happen, asked to be put back on hold, then cut me off.

    Mum is down £211.99 and I'm still trying to get hold of them. This is after a year of bad billing and all manner of mistakes by plusnet previously.

    If you want to keep sane, stay far far away from this shambles of a company.
  • Reviewer
    Location
    bedfordshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I have tried several times to query my bill. No-one picks up. There is no email address and chat has been stopped. So customer support is non existent
  • Reviewer
    Location
    Plymouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Customer service is non existence. You cannot contact them by phone. After repeated calls I still have not spoken to anyone ( at least 20 calls, kept on hold for 30 minutes each time ). DO NOT SIGN UP TO THIS SHOWER, THEY DO NOT CARE ONCE YOU SIGN UP, ALL THEY ARE INTERESTED IN IS YOU MONEY.
  • Reviewer
    Location
    UK
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Company SIM card deal was offered but no service provided within initial 3 weeks. Company shielding themselfs with technical issues that will be resolved within 24/48h for first 2 weeks and after they say it will take 12 months. No refunds, no contact to complaint except of rude customer service. Stay away
  • Reviewer
    Location
    MANCHESTER
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      3 stars
    • Speed
      3 stars
    Comments
    Terrible, been with them for a while, not reliable...drop outs up to 5 in an hour. They send out openreach who do nothing. I will be moving when my contract is up
  • Reviewer
    Location
    Cambridge
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I cannot believe that I changed from BT to Plusnet!
    Do not believe any of the things they say on their website about how good their service is. I have joined Plusnet back in November 2021, since day one we have had problems. Everyday we would lose internet for about 15 minutes up to 5 times a day (mostly during working hours). We have asked a few times to fix it, each time they either said oh let us update your router, or sent an engineer. After the problem not being resolved I asked them to cancel my contract and eliminate the termination fee, however they are refusing to do so. they say each time you have reported a problem, we look at it as a new fault and we have 30 days to fix it, but each case is only open for 14 days, meaning if on the 15th day we have the same problem again, they oncemore have 30 days to fix the problem. This is company is a joke. I don’t even know why they are allowed to still run their business. Today they were supposed to send an engineer again. I took a day of and only after the time that the engineer was supposed to be here they called to say he can’t come! STAY AWAY FROM THIS COMPANY!!!!!
  • Reviewer
    Location
    Newcastle
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Deeply regret choosing Plusnet fibre broadband. Speed and reliability are appalling. In the last year, loss of connection has been a daily occurrence and I haven't noticed any increase in speed since switching to fibre. Although signing a 48 month contract, I am now prepared to pay the penalty fee to cancel my contract with Plusnet.
  • Reviewer
    Location
    Wigan
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Absolutely the worse company I have ever experienced in my life. I waited for 14 days to get me service setup before giving up and going back to VM. Useless customer support, engineers that don't show up. Different storied from one day to the next! Utter rubbish!
  • Reviewer
    Location
    Holsworthy
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Keeps dropping out, will only work in one room, Slower than my mobile connection. So called free gift impossible to activate so thats a con. Cant cancel or i have to pay a years fee.
  • Reviewer
    Location
    Hailsham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    For a company who are meant to be great at customer service, they are shockingly bad. Tried three times to call. First time got cut off almost immediately. Second time waited 20 mins then got cut off once I eventually got through to a customer service person. Third time waited 20 mins again then found out something I asked to be actioned in Feb hadn't been done (2 months later) hence the need for my call. Speed isn't great. Got charged the first year for a speed we got nowhere even close to half the speed promised. Once I'm able to switch to full fibre I'm not looking back and would not use plusnet again, just waiting for a connection date with my new fibre company.....
  • Reviewer
    Location
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    Comments
    DO NOT USE THIS COMPANY
    I ordered and paid for Plusnet on 17/03/22 (new customer) they said it takes up to 10 days to switch over, after 10 days I contacted them, they told me there was a technical error and would get an update in 2 days, every 2 days since then I have been contacting them to find out when they will provide me with the service I paid for, each time I got the same story and would get an update in 2 days time, its now 11/04/22 still no Internet with them, I called again to be told my Internet will be switched on 27/04/22..... they do not know why this has happened but cannot bring it forward. I have asked for a full refund to which I will supposedly receive in 20 days time! What an absolute joke of a company!!
  • Reviewer
    Location
    Oban
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    The same history. Trapped by a contract with no escape from the fraud. I had the service working decently for 18 months, but needed to move home. After asking for my landline and broadband to be moved, just received a lot of congrats messages (you are connected!) But no connection at all. After two weeks of calling and obtaining vague answers, they cancelled my contract and started a new one during a phone call and said that this was necessary because the process of moving house was broken.....still waiting connection.
  • Reviewer
    Location
    Walton on Thames
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Horrendous- cuts out every 10 minutes on fibre service. Impossible to work from home. Can’t wait till my contract is up.
  • Reviewer
    Location
    Wales
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Been with them for years but now are an absolute shambles. Messed up the house move created a new account with wrong details, eventually got going but just had email saying a direct debit set up on old account - called and they said ok we'll sort it. They cancelled the old account but also managed to cancel email address. Rang them and they couldn't seem to care less. They agreed to open the old account as email only but would take several days so I'm without emails.COMPUTER SAYS NO is the current service response to everything. Incompetence rules since BT took them over
  • Reviewer
    Location
    Kent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Complete rubbish service, I had broadband and my mobile with them. When I moved, I cancelled my broadband, they cancelled my mobile by mistake, then tried to charge me for cancelling the broadband again! The signal in the mobile is appalling, nobody can phone me, or I can’t phone out. The broadband speed is about as fast as the old fashioned dial up.
  • Reviewer
    Location
    Cornwall
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The worst company I have ever dealt with. They shouldn't be allowed to treat customers the way they do. No Internet for a month, fobbed off on the phone and missed appointments. Theyve still taken their money though!!!
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      4 stars
    Comments
    Benny from the Customers Advocate was amazing. Has excellent customer service and really took care of me. 10/10 for customer service.
  • Reviewer
    Location
    Bournemouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Although I wish no ill fate on any other customer, there is some level of comfort to be had, by reading how utterly incompetent, useless and undeserving of anyones business Plusnet actually are. In fact, whoever deemed it appropriate to give them any so called award for customer service must be a relation of the family. Received a £200 compensation the first time around, and considering there initial response was, we can only offer you £25, it must give you readers some idea of the lengths of total customer service failure they were guilty of. As I say, this was the first dealings. Now a simple home move request and they couldn’t even get that right as well. But what really grates across all, which I think is fair to say that I speak from many, is the fact that this organisation seems to accept and condone no communication whatsoever to the customer prior and during when things go wrong. They simply just don’t deliver on their promise of any of their agreed service dates, and flagrantly fail to give any notification, but instead, wait for the customer to realise their phone and broadband haven’t been connected on the agreed date, then when the customer finally gets through to customer service, they recite “unfortunately your application for a home move failed”!!!
    No phone line, no broadband, just wilderness for all. Finally the question we should all be asking, is why are we still giving these cowboys any of our new business? Like so many people who run their own businesses like I do (mine for some 35 years now), all feel the same that should we dare to show such disregard, with a couldn’t give a toss attitude, we all wouldn’t stay in business another year, yet these clowns seems to thrive… I think it’s time to outlaw such pee takers like Plusnet, and through social channels like this one, inform the public what they are sadly in for, if they misfortunately place an order with these buffoon’s.
  • Reviewer
    Location
    Birmingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      2 stars
    Comments
    ripped of my reward, customer service is a joke. cant speak to anyone in authority promised a callback in 4 hours that was days ago no response
    cowboys stay away no good and that idiot that on tv saying yorkshire value.. stick it should be sued for lying
  • Reviewer
    Location
    Lincolnshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Utter rubbish company that don't cancel when said they have and proceed to ruin your credit score with defaults. Do not use
  • Reviewer
    Location
    CREWE
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    It has been more than four days the internet is down in our flat. Service is not restored yet.
  • Reviewer
    Location
    Notts
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Moved home Paid 115 pound to have broadband at my new home 6 weeks later still no broadband Absolutely disgusting No updates Zero explanation
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Avoid like a plague

    .... their service and attitude to customers is worse than a pandemic or plague for that matter.

    I contacted Plusenet to inform of the sad news that my dear Mother has passed away and will need to stop her telephony and broadband service. Instead of offering sympathy and an empathy of the loss of a parent, I was lectured by the call centre agent that given the initial contract was arranged by myself (my late Mother suffered from severe dementia) then Plusnet is not obliged to terminate the service and should I to wish to do so then there will be penalty charges. The agent repeatedly re-iterated her position despite the fact that I alerted her that the service was provided to my late Mother home and the monthly service charge was taken out of her account.

    I am still waiting (4 days now) for a senior manager to call me back, as promised by the agent, in the hope of having a more rational discussion rather than a one with an automaton agent. To add an insult to an injury, I received, today, a text message from Plusnet informing that they intend to close my complaint and escalation request, as in their view my complaint has been resolved.

    At the end of the day, quality of service can only be assessed on how flexible, understanding, caring, sympathetic a business is and how it deals with the exception to the norm, if any. I am sorry to say that Plusnet staff has demonstrated that the company to be heartless, uncaring, rude, lacks basic level of compassion or consideration for a bereaved person
  • Reviewer
    Location
    Midlands
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Very slow and unresponsive and thats just their staff , their broadband speeds are even worse ,its adverts slogan is completely the opposite to its product. Unless Yorkshires idea of doing you proud is to cut off a 77 year old grandmother telephone and sell her debt without a phone call or a letter and the only response of the customer service was we emailed her .(For the record this was over covid so bank statements was not being sent and the fault was between the Bank and the provider). Please do not even consider using this company they are a disgrace.
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    STAY AWAY!!!! Go to a serious provider that cares about its customers and doesn't just want to hook them up. They lie to you that you can cancel within 14 days and it takes them 14 days to set up your service. So there is no way you can TRY if the service or speed is good enough for you. Their sales team advisor was straight up lying to us that we're gonna be able to try it and cancel for free (because we had concerns about the speed they were offering us), just to hook us up. While fully knowing that that's not possible as the 14days have already expired by the time you have active service. And their support is not helpful at all! Josh from the sales team was even trying to persuade me that "try the service" doesn't mean that I'm gonna be able to test it out. A joke of a company
  • Reviewer
    Location
    London
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    One of the worst companies I have ever dealt with. I was meant to be on super fast fibre, my speeds were around 3mbps for over a year instead of minimum 30. This affected my work very badly. Plusnet ignored my complaints, booked engineers for the wrong dates who then didn't even turn up. In the end I decided to just pay to leave because it became impossible. Perfect service from my new provider who is in fact cheaper. Please never use this company, their service and customer service are appalling. To have such poor broadband which basically didn't work during a lockdown was a nightmare.
  • Reviewer
    Location
    Blackburn
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Having switched fro Smarty on THREE because they could not cover the area on the Fylde where I stay I moved on Sunday to Plus Net as they use EE. Bad mistake. I was advised by e mail that the account would be set up today but I am now advised by Josh who tells me he is a senior manager that the operations team are still working on the set up but the porting will NOT take place today.
    Nobody on customer services was prepared to contact their own operations team where the said where the issue was.
    Very very poor service after paying £10.00 for a SIM card as well as setting up a direct debit.
    Will the account be set up and my number ported? Who knows. Meanwhile I cannot make or receive calls
  • Reviewer
    Location
    Chichester
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    awful, rip off merchants. 3 weeks no service at all. no apologies. so much anxiety. they dont care. should be ashamed. awful, just had to remove evening and weekend calls. because it cost me another approx £50 because they set their standards so high. i can make calls for free on my mobile. PLUSNET-THEIVES. cANT WAIT UNTIL i DONT HAVE TO PAY PLUSNET ANOTHER PENNY. Worse company ever
  • Reviewer
    Location
    Sunderland
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    When contract came to end they doubled price to over 62 pounds so cancelled as I went 8 days into a new month they charged me a full month fir 8 days usage
  • Reviewer
    Location
    Plymouth
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    STAY AWAY FROM THIS COMPANY!

    Firstly, absolutely shocking and awful quality of internet connection. Frequent blackouts of broadband and slow internet speeds. Unable to ever make video calls and even connect a lot of the time. Plusnet refused to acknowledge the drop in service and would even entertain helping us with this.

    Even worse is the cancellation fee! Over £75 to cancel due to moving, with no offer to reduce this. Absolutely terrible customer service. No other company has such an extortionate cancellation fee. They are taking advantage of their customers and extorting them when normal life events (moving) happen.

    DO NOT enter into a contract with them! STAY AWAY!
  • Reviewer
    Location
    Taunton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    4 weeks after moving house I still have no wifi. I have phoned 4 times and been told (after being on hold 45 mins+) many dates my wifi would be on none of which have happened. I have no mobile data signal or phone signal at the flat and can’t answer my phone at work (hospital) but have been told I cannot be contacted by email even though their ‘helpline’ closes 30 mins after I’m home from work so I have to phone them on my weekend. If it wasn’t over £100 to escape this incompetent contract I would have. DON’T recommend!
  • Reviewer
    Location
    High Wycombe
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Recently had an email apologizing for the lack of a recent bill, tried to transfer to them in 2020, order was never progressed and I was never able to get through to customer service. I was also never able to get a refund of my first DD £40 taken and nothing provided. AVOID.
  • Reviewer
    Location
    Chippenham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    poor WIFI, minimum speed coming into the property, their recommendation to use an Hawaii Dongle with an EE sim card.

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.