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
    3.5 stars
  • Speed
    2.9 stars
  • Reliability
    3.1 stars

Based on 5173 customer ratings since 2020-03-06 (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.

3289 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Service is utterly bad!! Please don't think to sign up any contract with them.Don't fall for the cheap price.

To activate the broadband they request 10 days and they never told me about it before and give me some senseless answer. it a shame that living in a developed country and need 10 days to activate the broadband and developing countries provide same service within 24 hours. This company is shame for our country..
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Awful awful awful
Awful awful awful. Nothing but slow and patchy service, tried to cancel and instead - against my better judgment - was convinced to upgrade to a supposedly ‘better’ contract which turned out to be paying more for an equally terrible service. Bad experience every time I called customer service including being laughed at for questioning a surcharge. In November I eventually managed to get them to send an engineer, only to have Plusnet send them to an address 200 miles away from my house. I have since switched to Talktalk (despite £172 Plusnet cancellation fee which I am happy to pay to be rid of them) and they have offered faultless service for less than I was paying with Plusnet. Plusnet are a vile money-sucking company who only care about profit, and could not care less about “doing you proud” (a outright lie of a slogan) or the quality of their service. Disgusting. DO NOT GO WITH PLUSNET UNDER ANY CIRCUMSTANCES.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
Seriously, save yourself a life-time of hassle by NOT going with Plusnet, they will waste your time and shorten life-span.
The router cuts itself off for no apparent reason, at one point even changed its own hub password which is worrying. Took 17 mins+ to get to a sales agent who in the end implied that because I haven't bought the higher spec, I'll have these issues??? Why am I spending more than I should for a bb that does not work?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stevenage Plusnet  
Shockingly bad service. Switched from BT fibre to Plusnet fibre broadband. Speeds below minimum guaranteed and much slower than BT offered. Terribly poor fault response, trying to blame internal wiring - I explained the only change was Plusnet network, everything else internal and local is the same equipment as worked reliably for years with BT. Have provided multiple speed test results as requested. Still no engineer investigating the network equipment issue, and it has been nearly two weeks now.

Customer services incorrectly told me I could not switch back to BT, despite existence of 14 day switchback guarantee.

Tried to get BT Sport added and the online order was put on hold for a week. Called in and spoke to five people, each not sure who to transfer me to next, telling me to reboot my Sky box and wait etc. Eventually resolved it by raising lots of “question” tickets online, and someone sensible picked up one of the tickets and added the service in minutes, and apologised for errors of colleagues (he could see what they had done wrong).

Living in hope that one day someone sensible picks up the broadband fault and does something with that. Meanwhile I’ve requested the recording of the call where I asked to cancel within the 14 day period, and will keep fighting to get out of the contract ... whilst trying to work from home on the slow and unreliable Plusnet service.

Never ever choose this company. They had a great reputation years ago when an independent ISP. They are a completely different proposition now. Amazed they have any customers left.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Plusnet  
not a reliable service, it is not there when you need it, specially that i have 2 children and studying online, internet keep disconnecting for hours and when you call customer service after staying online for hour and promise to send you an engineer next day and never turn up and if you try to cancel you will have to pay for the whole contract, their service is a big scam
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Plusnet left my mum (who has Alzheimer's) with no phone service in the middle of the pandemic. Following notification of her moving from her home, they cut her off three weeks early. They admitted their mistake, but then took over a week to get the line reinstated, leaving her completely alone and vulnerable during lockdown. When the line was finally reinstated, we cancelled again for the new move date, they acknowledged this, but then continued to charge after the end date. They are now sending threatening and intimidating legal emails and the customer service are utterly disinterested. Appalling service, beyond words really.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Plusnet  
Speeds FAR below minimum guaranteed, customer service is crap. 10+ hours on the phone trying to cancel over 6 phone calls, multiple “I’m just going to talk to my manager”, just to forward me to another random customer service rep.

Now throwing me debt collection letters and refusing to do anything about it. Absolute scam artists - guess I’ll see you in court.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Torquay Plusnet  
Ordered and paid for fibre Broadband January 12th 2021, after complaints due to be connected March 3rd. 2021 Currently with John Lewis which is Plusnet managed and delivered. Totally unacceptable and incompetent management. Avoid at all costs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk Plusnet  
Received bill on 10th Feb 2021 via email. Cut off 11th Feb 2021. 24hrs is the best they can do. Could not even login to pay on plus.net website, had to fiddle around on 4g on a phone.

It's the way the system "works" is the response.

Do you think people should be treated like this? Especially during covid?

Abysmal practices, I'd go elsewhere if I was you - as I will be doing as soon as this contract ends.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Southport Plusnet  
Shocking! Do NOT use Plusnet. Have been cut off twice within 2 months. The first time we didn't have internet for over 2 weeks due to a huge error on Plusnets side.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I think this is the worst Firm on the planet its run by most delinqunet people I've ever spoken to. Do not use them, hope it goes into liquidation to save us all.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southport Plusnet  
Customer service is diabolical to say the least no phone for three weeks broadband speeds of 0.45 mbps
Liverpool Plusnet  
Nothing but problems. Hours on to customer support in the two weeks we’ve had it. Utter shambles.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxon Plusnet  
The worst Fibre Broadband ever, Plusnet never tells you the true speed, they con you into Ultra Fast Fibre Broadband of speeds up to 79Mbps but they only deliver 20-22Mbps on WiFi and up to 40Mbps on Ethernet connection. So, unless you run cables from the router to every computer in the house or every mobile phone (impossible) you will only get 20-2Mbps max. Biggest CONNS in the market
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southend-on-Sea Plusnet  
Last week, I logged into my PlusNet account and changed my direct debit instruction. ( changed banks as I had closed one of my accounts )
A few days later, I received an email stating that they had been unable to collect my direct debit payment. In my opinion, this was due to the fact that they had failed to act on my new updated direct debit mandate and tried to collect the payment from my old ( now closed ) bank account?
Following receipt of the email I immediately phoned and explained what had happened as I was very concerned about missing my payment. During that call, I offered to pay the outstanding amount, but was told that this was not possible at that time and I should wait for a second email to arrive before trying to pay? That same evening, I noticed a serious restriction on my broadband services. I could not even connect to the PlusNet web site? I telephoned again and after paying the outstanding amount I was informed that it would take a further hour before my service would be restored!!
I expressed severe unhappiness at this time delay as I wished to stream a live football match and would miss most ( if not all ) of this match, before my service would be restored.
When I asked to speak to a manager, the representative I was speaking with simply hung up on me!!

All of the above was totally unacceptable behaviour on the part of PlusNet!
I have been a PlusNet customer for many years now and generally found them to be an excellent service provider. However, this recent incident leads me to believe that there has been a massive reduction in their customer care policies.

If they are going to restrict a customer’s service, then at least contact them in advance of doing so, to give them the opportunity to pay. ( I had already offered to pay in the morning)
They need to improve their systems so they are aware when a customer changes bank /direct debit details.
They need to improve the time it takes to restore a customer’s services after they have restricted them—1 hour is far too long. ( I bet it didn’t take an hour to implement the restrictions )They need to train customer service representatives ,so that they are aware that it’s not good practice to hang up on an angry customer! ( I was angry and asked to speak to a manager, but at no time was I offensive or rude)
Note that they sent me an email with a link to enable me to pay the outstanding amount. However, by then they had already restricetd my broadband service, ensuring that I could not even follow the link, so I had to telephone them again in order to make the payment that I had already offered to pay them that morning!
TOTALLY DREADFUL SERVICE!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Newcaslte Upon Tyne Plusnet  
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
Worcestershire Plusnet  
Can't actually speak for the internet quality, but I moved house on 12/01/2021 and we were guaranteed the internet to be installed and working by that week. I can work with a weeks delay, even 2 weeks at a stretch but it's now 04/02/2021 and we've only just had it installed completely.

Maybe it's OpenReach that's the problem, which is understandable due to the virus. But the support Plusnet has provided has been dreadful and completely uninformative. They keep you in the dark about everything, and just say "there's a problem" with certain things and that it'll take a week to fix. Week goes by, no fix and no idea what the hell is going on with the internet connection.

What's more is they charged a £80 setup fee. Great, a setup fee to have my internet installed a month late and provide me with a loss of earnings from work. Thanks Plusnet, you really did me proud.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Isle of Lewis Plusnet  
Worst ISP ever. Terrible customer service who can’t do their job properly. Routers that keep losing connection or you don’t get. Still waiting for £70 reward when joined so lied and cheated me out of that. Engineers not turning up because they didn’t even bother to arrange. Was told to leave contract early and pay early release fee. I paid fee, they didn’t bother to take money and passed it to 3rd party debt collectors with an added £41 fee for their own incompetence. NEVER AGAIN! AVOID AVOID!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
I have Plastnet contract last year ends of 4th of January, middle of December I decided do not renew my contract, next day Plustnet send me email about good deal if I renew my contract,I did call them and I was happy with the offer and I sign in new contract,it was told me that from 4th of January I have to do nothing my broadband connection will stay the same and I my new contact is going . Week after Plastnet send me a letter"sorry you living" I was surprised, and I did call them and explain , so I have sing in new contract whay you send me the letter. They sent me for two more department because couldn't find my contract, finally got the contract and told me everything is going well.4th of January my broadband was switched off, I was angry what happened, again I called Plustnet and I said haven't got connection, they said I haven't got any contact,no any evidence about my contract, if I want stay with Plustnet I have to sign in new contract . I head enough and I asked again so I haven't got any contact with you, lady said no, so I said thank you for your services. Two weeks after I receive an email I have to pay£150 cancellation fee,I called them again and explain everything again..My case is still going . Plastnet is worsted broadband company with I have. DO NOT RECOMMEND AVOID PLASTNET !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Farnborough Plusnet  
AVOID THESE FRAUDSTERS AT ALL COSTS!!!. I have had a year from hell with this company. No sufficient broad band forthat time. Ended contract with them, paid double the monthly agreed rate by debit card. WHAT A MISTAKE...now they are taking money from my debit card (now they have those details. The ombudsman said i had a very good case againt Plusnet but i couldnt persue it...BECAUSE I HAD NO INTERNET!. On numerous occasions i have spent hours waiting to speak to customer services, who all seem to have attitude problems and never log your requests. HOW ON EARTH ARE THESE PEOPLE ALLOWED TO CARRY ON TRADING.?.Surely they are breaking the law !
  • Satisfaction
    1 star
Whitstable Plusnet  
I have joined them on a 12 month broadband package but want to cancel in the cooling off period as just found that my street is bein dug up to install fibre. They said that they would charge me to move from standard telephone contract to a fiber one with them (that's if they do it if the right fiber is being installed, it may not be one they can use and they couldnt advise) so I thought best to cancel and move to fiber connection when this is available. You have to call them to cancel, 45 mins on hold and still not got through to them to cancel. Have been on on-line chat, which someone answered promptly but apparently they dont have the facility to access your account or cancel your contract. Stay away, havent even got the broadband service yet what service I have received is non-existent.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Knaresborough Plusnet  
it's not possible to give this company a zero - but they deserve less than that. Speed...atrocious. reliability... even worse. You're better off using your phone as a hotspot. Most days i get download speeds of 2 mbps (for past week it's been 0.5 mbps) but on my phone its 8 and sometimes 11 mbps. And that means your phone can be up to 20 times faster than plus net. If you plan to use this company for work - forget it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Guildford Plusnet  
Extremely slow broadband, well below their guaranteed minimum speeds. Do you like streaming HD content? Do not get Plusnet. When we raised a complaint with them, they provided us with some extremely details tests to carry out throughout the whole day which are very inconvenient and I think they're designed so you don't do them. Working from home has been a nightmare with Plusnet and I cannot wait til our contract finishes so we can move.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Derby Plusnet  
Worst company Stay clear, poor broadband ,worse service, rude staff, not easy to get hold of any service. collecting cash without giving service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I took out a broadband account with the promotion (£60 cashback), when i didnt receive this money i chased plusnet several times, only to be told i didnt apply for this promotion, and there was nothing that can be done. what an absolute con
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
high wycombe Plusnet  
Cannot get in touch with providers speed that slow cannot watch my music on YouTube
Losing connection every night
Absolutely the worst provider I have ever been with
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newport Shropshire Plusnet  
Terrible service lately, many disconnections daily.

"to avoid restrictions please pay within 14 days" Yet they restrict you immediately. This is straight out lying. Don't say 14 days if you restrict immediately. No websites work "refused connection plusnet billing"

Don't lie.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Plusnet  
Echoing other customers here in saying Plusnet used to be good but they are awful now. Internet up and down all the time. Customer service terrible. Booked engineer never showed up, no apology. We are leaving.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Potters Bar Plusnet  
Oldest BT generation router and my broadband has continually fallen below the stated speed, with service dropping out. My contracted period ends this month (Jan 21), so I notified Plusnet and started to move to the Vodaphone Gigafast service. My Plusnet contract was for £27.99 per month, however despite cancelling they have now advised I will need to pay a figure of £41.59 as I am outside the discount period. This is insult to injury and they refuse to simply charge the £27.99. I stayed for the term of the contract, despite terrible service and then to have a higher fee to pay at the end is disgraceful and profiteering.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Milton Keynes Plusnet  
This is the most unfair company I have ever met in the UK. I rented an apartment and inherited a contract with this company. I paid the fees and when the contract expired I made a new one in my name. These people made me pay for everything from the beginning, they even made me buy a new router from them, since I already had the same one from the previous contract ?? In addition, when the last month for payment between the two contracts came up, they first took money from me for the month under the old contract, and then I paid the fee under the new one. On top of that, I didn't have internet for 3 days ?? One day I decided to give up because I was not happy. I complained, said I wanted the contract terminated, paid their cancellation fees, and then I got another bill to pay, and I had already paid. This is a terrible company with a terrible internet and terrible employees. These are very unfair people.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
This big company is all about money and NOT about the customer. I have been a customer for nearly a decade but recently sold my house and moved up the road about 80 miles (ironically on the doorstep of Yorkshire now). When I checked online it appeared that Plusnet do not provide service at my new location but oddly their parent company, BT, does. So I went with BT. Then got a bill from Plusnet for £64.52 for Early Termination Charge. I was willing to stay with Plusnet - BUT it was them that abandoned me as a customer and could no longer provide service. I went to their ironically named Customer Care team. I explained I was a long-standing customer and this was out of my control. He said he would escalate my complaint and I would hear back in 3-5 working days. Perhaps he meant 35 working days?! At any rate, nothing heard and the charges came out of my account. Do not believe their ads! They are not a homespun Yorkshire business - they are as cynical and money-grubbing as any major corporation. I will NEVER go with Plusnet again! Terrible, unresponsive service and wicked hidden charges. Shameful!

UPDATE: I spoke with customer service rep after raising the issue AGAIN which was never addressed previously. He contacted me and sent me a notice saying upon investigation I would be refunded the amount I was charged for cancellation. HOWEVER this morning after even further investigation there was not enough proof that I as the customer had done everything within my power to remain with Plusnet. The responsibility is entirely on me to do everything and Plusnet doesn't even have to answer the phone or reply to my queries! This is not a company which values the customer at all. When I pointed out to Hopewell that I had been with Plusnet for nearly ten years, he said that really has no bearing on anything. That sums up how Plusnet regards its customers. World-beating BAD customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lincolnshire Plusnet  
No active broadband since early December.
Service on and off.
Appalling customer service.
Manager call back never happens.
Waste of BT engineer’s work time.
Cannot wait to leave this useless company
AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Cornwall Plusnet  
Rubbish slow and now I lost my number and it happened when I bought a sim for someone else and it deleted my number
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Plusnet  
I switched over to plusnet from talktalk today. Unfortunately plusnet only posted the router yesterday by royal mail which means I now have no broadband for a few days so I had to buy another vdsl router which might arrive tomorrow - I would probably have had to do this anyway because the plusnet hub one is rubbish . They do pick up the phone and they are UK based support but they aren't particularly helpful and their on call music is dreadful. I am looking forward to leaving them already.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
UK Plusnet  
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 !
Isleworth Plusnet  
Was with Plusnet for many years, but there has been a real decline in both broadband reliability and customer service. The final straw came when they removed my landline and broadband in the wrong week prior to a house move and were unable to reinstate services for over two weeks. As I work as a keyworker from home, I was unable to manage without wifi. It took hours and hours of phonecalls and emails for staff to understand what the issue was; call staff were largely unhelpful and at times rude. In the end I escalated a complaint and left the service totally. I now have a portable wifi solution which is much more reliable, I would never return to Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
worcestershire Plusnet  
Great Service, whats not to like but the price...They favour new customers so I am forced to leave.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
London Plusnet  
I've been with this company for several years. However about 2019 onwards the customer service and reliability has really been awful.

a) Erratic billing and unable to contact them to clear it up.
b) Broadband constantly up and down ever since I switched to their fibre service

I would avoid Plusnet. I'm hoping to leave as soon as the contract finishes.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Stalybridge Plusnet  
Awful customer service. Unreliable service. Beware. They will tell lies to cover their own backs.
Openreach equally as bad.
Stay well clear of this joke of a company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LIVERPOOL Plusnet  
I have found plus net really difficult to deal with I didn’t get the voucher that they promised because they just didn’t answer the phone after three days of trying when I did get through to them they told me the time had run out I have since July had to phone them nine times they eventually sent an engineer to rectify their problem and today the broadband just keeps dropping out and it keeps asking me to put my password back in
Colchester 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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