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.
3,747 Customer Reviews over 94 pages
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- Reviewer
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Liam
- Location
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Norwich
- Reviewing
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Plusnet
- Date
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2023-01-08
- Comments
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Plusnet/BT in Norwich. Overall Upload and Download speed is very poor as well as frequent outages with no recourse available from their side that would solve the issue.
Do not recommend.
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- Reviewer
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wren shah
- Location
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nw2
- Reviewing
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Plusnet
- Date
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2020-08-19
- Comments
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totally dissatisfied.promised that the connection would start on certain day -no connection since past 2 weeks - upon calling no luck as long wait so given up few times - eventually being told problem on the line etc etc. Router promoised too but no sign of router evern after 14days been chasing and yet again long wait - frustrating - called up again and being told that the first person did not send - so if i did not call i would have still waited for the router. finally arrived and upon connecting the router no broadband connection - yet again called them - being transfered from one person to other (also had emailed several times) - todate no broadband - nearly a month now - cannot work from home - so very disappointed.asked them to cancel my contract - but being told have to pay as 14 days passed - so cannot afford to pay so much.
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- Reviewer
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James Harley
- Location
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TN380PH
- Reviewing
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Plusnet
- Date
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2018-04-27
- Comments
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Excellent broadband but prices regularly increasing
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- Reviewer
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Ashley
- Location
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Nottingham
- Reviewing
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Plusnet
- Date
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2017-10-18
- Comments
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Tried to obtain these services online however there was an error with my payment,obviously on plusnets behalf...for some reason they wanted to take my money and give me no services,then they’re saying there’s no history of the payment,my banks confirmed that plusnet is holding my payment. Rang up to be answered by an idiot customer service member of staff,told him the situation as I’ve been chasing my money for 4 days and he gives me attitude like it’s me holding his money...anyway still waiting on my money as they can’t find it...very poor first impression I only wanted to buy one of the products and got messed about from the get go. So it’s a no from me!!! Even talk talk are better than this and they’re awful aswell.
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- Reviewer
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mac
- Location
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castleford
- Reviewing
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Plusnet
- Date
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2016-09-26
- Comments
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I am waiting to get through to plus net as i type this 20min so far I have been with them for 5 years now very good to start with now rubbish
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- Reviewer
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Concerned
- Location
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London
- Reviewing
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Plusnet
- Date
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2018-09-18
- Comments
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AVOID. Their service doesn't even deserve the one star I was forced to award to complete this review. Plusnet failed to cancel the service provided to he previous tenants. They then proceeded to charge us as incoming tenants despite having no intention of providing a service. When we rang to confirm delivery of the router we were told this had not been processed but the operator could not tell us why. After calling back on a different day we were informed that our order had been cancelled (although the direct debit had not been)! After some digging with a different provider we found out that as Plusnet had failed to cancel the previous tenants service (despite their request for Plusnet to do so) and so we could not obtain line rental until the previous tenants, who we were not in contact with, had confirmed the cancellation AGAIN to Plusnet. Despite this being entirely Plusnet's error we have had nothing by way of even an apology let alone compensation for the delay in receiving an internet to our new flat. Their service is disappointing and has caused us a lot of stress. Particularly it is quite concerning that despite cancelling our order they continued the direct debit and didn't offer a refund of the set up fees until we queried this.
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- Reviewer
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Collon Clarke
- Location
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Haslingden
- Reviewing
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Plusnet
- Date
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2017-08-15
- Comments
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Being already a customer and moving house i thought it would be easy. I gave notice and was informed that my bill for phone and unlimited fibre broadband, would increase to £42.89. This was taken out on this month. My internet was cut off in other property the end off last month. I was told the phone would be connected on the 7th Aug. Thinking the fibre would go on not long after, on the 8th I phoned to find out when it would go on. This was the start of many on line and land line calls to find out what was going on.
Today I am finally given a date. The 29th of Aug. Not only is it the 15th Aug today, but I'm told there is another 14 days to wait.
Although they say I will get a refund for Time with out phone (7 days) and fibre ( 29 days) this will only happen after completion of fibre.
So to recap. Many a wait of up to 1 hour of waiting to speak to someone, lack of communication from them, and to top it all, they take money for a service they know you won't have for quite a long time.
It was so quick when I first joined, but it seems like after your with them, their not so quick. Could it be they know if your not happy, You have to pay to leave?
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- Reviewer
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Peter Bull
- Location
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Ramsgate
- Reviewing
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Plusnet
- Date
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2017-01-19
- Comments
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Dreadful service during the last 6 months. Service has been awful, A very long waiting time on the phone, and when after around an hour wait, on several occasions did
not receive the advice I needed.
This company used to be really good
but I have found that is not now the case.
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- Reviewer
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CJ
- Location
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Moray
- Reviewing
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Plusnet
- Date
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2015-01-22
- Comments
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Just appalling in every respect.
We pay considerably more per month than other areas dues to our location, which is fine, we accept that. What we don't accept is that the service provided doesn't match the price paid.
For the 4th time within 18 months we're without broadband. The same checks are carried out each time with the same results, there's no apparent desire from Plusnet to find the cause of the problem, and certainly no urgency.
If you have an option for service providers I'd urge anyone to go elsewhere, Plusnet are to be avoided. The only reason we're still with them is that we need the service fault rectifying before we move to another provider.
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- Reviewer
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Asiri
- Location
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London
- Reviewing
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Plusnet
- Date
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2019-02-04
- Comments
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Probably the worse company I've dealt with for a long time.. Their customer services are rude and don't care..my broadband has been not working for almost 3 months. I have reported it on the phone, online and yet its not fixed!!!! So I'm paying for a service that I'm not receiving. My contract ends in a month so can't wait to leave them. Even one star rating is generous!!!!!
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- Reviewer
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Mike
- Location
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Cumbria
- Reviewing
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Plusnet
- Date
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2016-02-21
- Comments
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Over the years I've been with quiet a few ISPs. The main reason for change has usually been down to the pursuit of a better deal. Unfortunatly this was the reason behind my switch from sky to Plusnet. I realised I had made a mistake from the arrival of the router, as it's like something out of the Ark, the Internet speed is snail pace at best with continual drop out and lagging (this is something we have never experienced with any other provider, as we usually have a very strong connection) the customer service is very poor, and that's if you can actually get to speak to someone as the wait time when calling at anytime of day is usually in excess of 30 mins. They also don't respond to email questions, I currently have a question that has been outstanding for over a week and counting. In summary if you read the marketing bullet points you will find that the service provided is the exact opposite. The end of my current contract can't come fast enough and if you are considering switching to Plusnet, no matter what deal they offer. Don't !!!!!
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- Reviewer
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L. Palmer
- Location
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Leics
- Reviewing
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Plusnet
- Date
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2020-08-07
- Comments
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Poor start-on limited time offer, a reward card advertised as £75, I got £50. Challenged this & told it's because customer services have ability to decide what offer should be. Such as lower rates for lower rewards card
Also- when I asked them why I only got 50 not £75, surprise!!!it look a day over my 14 day cancellation period to get back to me. I called them tight & Weasley.
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- Reviewer
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Susan
- Location
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Baildon
- Reviewing
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Plusnet
- Date
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2017-11-15
- Comments
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Have spent ages waiting for an advisor to speak to about cancelling my brothers account as he is realy ill and has moved into a nursing home. Response plusnet didnt want to know when I told them he was really too ill to speak to them, so he will be now building up charges for a service he is not using. Thanks plusnet you obviously do not give a damn about your customers.
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- Reviewer
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Gail Matthews
- Location
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Hereford
- Reviewing
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Plusnet
- Date
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2016-09-29
- Comments
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Absolutely awful company, broadband unbelievable slow so infuriating can't wait to leave them as soon as my contract is up.
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- Reviewer
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Paul Barton
- Location
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Urmston
- Reviewing
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Plusnet
- Date
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2022-04-29
- Comments
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tried to check my latest bill.Nobody takes the call,just constant music.absolute disgrace,no other way to contact them
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- Reviewer
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Asif
- Location
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glasgow
- Reviewing
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Plusnet
- Date
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2018-09-08
- Comments
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In my personal opinion, I think that this horrible network provider is the worst I have ever seen in my life because of the sheer lack of network reliability and the atrocious speeds that are given and the fact that my price per month increased at such a rapid rate I went from 20 pounds a month to like 40 a month its absolutely disgraceful and downright shocking I really expected more from a provider that guaranteed me a stable internet connection and a fixed price
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- Reviewer
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Kate Smith
- Location
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London
- Reviewing
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Plusnet
- Date
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2015-03-19
- Comments
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It is the worse service provider you will ever find. If you try to call them, be prepared to stay on hold for more than 30 minutes. The broadband is very slow even if it was promised 85 Mb (fiber optic). The equipment installed consist of two old boxes (they look like from the 1970)- if you are looking for a sleek modern look-you will not enjoy finding Plusnet boxes in your room - and they don't deliver either!
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- Reviewer
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Kurtis Budden
- Location
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Preston
- Reviewing
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Plusnet
- Date
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2019-02-28
- Comments
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Really Really Bad Customer Service I signed up with these 2 Weeks ago received no confirmation ..... No info on when I will receive my router and get connected up I've rung a few times in the first week wondering what was going just met with incompetence and no One seemed to no what they was doing I eventually spoke to a manager the week after Julien who promised me this was going to be all sorted now and he had this covered for me and I will receive all they info via post/Email to yet again not receiving anything chased it up and this time they have denied all knowledge of me ever trying to sign up ..... Wasted 2 Weeks of my time could of just gone to another provider that would of known what they was doing
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- Reviewer
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Muhammad
- Location
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London
- Reviewing
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Plusnet
- Date
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2016-03-09
- Comments
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Just avoid them.
One of the worse company I ever seen.
Any time you call them waiting time 50 minutes. Worse customer service. Withing 14 days I have cancelled my contact but I have ended up paying 44.99 pound!
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- Reviewer
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Ray
- Location
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Portsmouth
- Reviewing
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Plusnet
- Date
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2023-01-09
- Comments
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Would not recommend plusnet if it was a last resort.i was left with no phone line for weeks with no explanation when called the customer service on line for hour at a time and promised a return call with updates which never came then the broadband was cut off again another hour and a half on the phone to be told that my order had to be reordered no explanation as to why the broadband had to be reordered as it was working fine in the end I got so fed up with there service I changed provider. This happened just before Xmas and as a new customer was totally let down by plusnet
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- Reviewer
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phil robinson
- Location
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ceredigion
- Reviewing
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Plusnet
- Date
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2018-03-29
- Comments
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IF YOU WANT BROADBAND OR MOBILE PHONE OR TRESTIAL TV DO NOT COME HERE
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- Reviewer
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Plusnet ia the worse providers
- Location
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-
- Reviewing
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Plusnet
- Date
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2019-01-07
- Comments
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Plusnet is a joke.
They charge extra if u don't keep an eye on ur statement. Their broadband can let u down randomly. Then u have to pay to fix it. The waiting time when u call them has never been less than half an hour. Unless ur calling to join them then it's different story..... I will never have a contract with them again. I can't wait for my contract to finish.... They missed me up big time.
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- Reviewer
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Captainmidnight
- Location
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Wales
- Reviewing
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Plusnet
- Date
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2022-02-10
- Comments
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Renewed my contact at a slightly reduced price. Then they instantly put the price up. Total failure to act in good faith. Avoid.
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- Reviewer
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Hellen
- Location
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West Midlands
- Reviewing
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Plusnet
- Date
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2019-10-01
- Comments
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Speed - appalling, constantly drops
Customer service 40 minutes wait
Broad band speed - upload .69 when it works, download 5.84 when it works
Reliability zero
NEVER had any trouble with previous provider with speed in 15 years. Moment I changed to plusnet all changed.
Only one word to describe - USELESS
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- Reviewer
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Mj
- Location
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Newcastle
- Reviewing
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Plusnet
- Date
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2018-10-16
- Comments
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As with a number of other reviewers exactly the same shambolic customer service. Again as with a number of other reviewers, I placed an order for broadband and phone and they took payment straight away. An agreed date was set for the engineer to install the service. 2 weeks later i got a ‘courtesy call’ message and then low and behold later that day an email giving an engineer installation date a further 2 weeks from the first agreed date with no explanation. After a number of calls including multiple waits ranging from 35-40 mins to 15 mins to be passed from one ‘dept’ to another I eventually found out the infamous ‘automatic order system’ had cocked up and hadn’t assigned the engineer installation order even though I had a confirmed date. What a load of cobblers! They must have known and the mysterious ‘courtesy call’ yet nothing was mentioned about this, I think this was clearly a fishing exercise to see if I would accept the extra wait. I would call that a little suspicious. I insisted on keeping the original installation date but they wouldn’t have it. So I have cancelled the order on principle even though I will have to wait for the alternative provider to install the service. I asked for my money back, to be then told the refund would take 20 days! Bloody disgraceful service from the start! Their adverts promote best service, no hassle, does what it says on the tin blah blah blah... rubbish and a con. Avoid this lot at all costs
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- Reviewer
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Christian Breyer
- Location
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Ramsgate
- Reviewing
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Plusnet
- Date
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2019-01-21
- Comments
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Had a contract for 18 month or for however long which I terminated early due to poor service, endless problems with slow or not working broadband, poor telephone line. Fed up with constant long call waiting times for over an hour sometimes trying to solve the issues. In the end I gave up but naturally got stiffed for an £80.00 early termination penalty and threats of contacting a debt recovery firm if I didn't pay. Not even sure if this fee is legal but can't be bothered to challenge it. When I phone up to pay it they answered the phone straight away , funny that. I only went to plusnet as BT was rubbish now I hear they are both the same company so both are rubbish.
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- Reviewer
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Rob green
- Location
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-
- Reviewing
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Plusnet
- Date
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2022-07-15
- Comments
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These reviews are too kind. Plusnet are 100% a scam company. They are very clever not useless like they portray. They break your internet then make you pay. They never refund for the time it was broken. They will steal your money, over charge you or trick you into late payment charges. They restrict your internet without you knowing in very suspicious ways, eg. I could only watch you tube. But at the same time i diddnt have enough internet to do a speed check? Right now im trying to cancel my account. I have no contract with them, but they tell me it will take 14 days to cancel. They want to get past another payment date so they can take money. When i argue about the 14 days they tell me its in my contract! I DONT HAVE A CONTRACT. Stay away these guys are the source of mental illness.
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- Reviewer
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Faye
- Location
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Manchester
- Reviewing
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Plusnet
- Date
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2015-10-06
- Comments
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This company needs to do everyone a favour and give up!! Give up and stop letting people waste their money with their rip off contracts that are impossible to get out of without paying out a fortune!!! They should have to pay for counselling sessions for their customers with the stress you have to go through!!!! Honestly save your health and choose another company!
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- Reviewer
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Charlotte
- Location
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Leeds
- Reviewing
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Plusnet
- Date
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2020-08-19
- Comments
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I'm reviewing on behalf of a service user that I support. He had an engineer booked only to find on the day, when they didn't turn up, that there had in fact been a mistake and no booking was in place. He recieved no communication about this. Bearing in mind they had already charged for the engineer and 1 months usage. Both him and I, on several occasions have tried to call Plusnet and either been on hold a ridiculous amount of time (1 hour+) and still not gotten through, or couldn't get our questions answered or the line just went dead. Frustrating isn't the word. My client has now had to go elsewhere and is £70+ out of pocket. Trying to get through the complaints procedure is an absolute nightmare so I don't hold out much hope that he will get a refund. Would absolutely never recommend. Poor service, if you can get through to anyone and poor communication from the start. I support vulnerable clients and the whole experience has caused him nothing but frustration.
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- Reviewer
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Ashley
- Location
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Petetborough
- Reviewing
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Plusnet
- Date
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2017-06-14
- Comments
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×××××××××WARNING ×××××××× Becareful with Plusnet they cease your contract without informing you even though you pay your bills..... when try get hold of someone you always get fobbed off and passed to another department or just put on hold for 43 mins..... still waiting on hold now for my call to be answered 1 hr 17 mins now............ WORST SERVICE EVER don't sign up
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- Reviewer
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LYNDA
- Location
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PAISLEY
- Reviewing
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Plusnet
- Date
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2015-08-17
- Comments
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Absolute rubbish. I left Sky thinking Plusnet would be cheaper. They ended up being really expensive and on numerous occasions my internet would just stop working, funnily enough around about 12.30pm on a Sunday night. They must think we're all in bed by midnight on a Sunday :) Their award winning customer service is useless as it only opens at 7.30am and you can't email them if you have no internet! Once you get an advisor on the phone. They talk you through all the steps that you already know to get the router working, but at a very slow pace so the call costs you more. I've now went back to sky, at least their internet connection was reliable. I just laugh at the Plusnet adverts on TV as it's a load of lies and nonsense.
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- Reviewer
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Anne
- Location
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Cambridge
- Reviewing
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Plusnet
- Date
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2019-01-29
- Comments
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Something needs to be done about this absolutely shambolic company. I so wish I had read all these atrocious reviews before I gave them my business. They need shutting down. Even though calls are recorded - this means nothing to them. They make false promises and lie through their teeth. PLEASE PLEASE stay well clear of this company. I cannot begin to tell you how much stress, time and aggravation they have caused me and my family.
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- Reviewer
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Helen
- Location
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Stockport
- Reviewing
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Plusnet
- Date
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2021-12-30
- Comments
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AVOID AT ALL COSTS!!
WORST BROADBAND PROVIDER EVER!!
After 15 hellish months of Plusnet we have decided to pay the exit fee and return to Sky.
15 months of having put up with constant drop outs (frequently every few minutes) making it impossible to work from home, watch Netflix, play on xboxs etc etc!
Constantly phone calls to Plusnet customer services, 3 openreach engineer visits, 2 new routers. NOTHING HAS IMPROVED.
ABSOLUTE SHAMBLES.
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- Reviewer
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Jo Lewis
- Location
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plymouth
- Reviewing
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Plusnet
- Date
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2017-11-29
- Comments
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Absolutley awful accross all criteria, well done plusnet for a rounded and reliably dreadful service. Love the strap line 'we'll do you proud' begs the question; when?
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- Reviewer
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Gail
- Location
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Birmingham
- Reviewing
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Plusnet
- Date
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2022-05-20
- Comments
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Dreadful broadband. Keeps buffering and crashing.
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- Reviewer
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M
- Location
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East Lancashire
- Reviewing
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Plusnet
- Date
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2018-04-27
- Comments
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Long waiting times to speak to a member of staff.
Broadband connection lost due to another work in the area affecting my line. So why they don't have the courtesy to inform their customers of this? Very disappointing service throughout
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- Reviewer
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steve
- Location
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chorley
- Reviewing
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Plusnet
- Date
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2016-01-08
- Comments
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I ordered broadband with plusnet and it was meant to take 2 weeks. Heard nothing and on due date rang them. Was informed it wasnt ordered and would need to ne re-ordered and take 2 weeks
Didnt trust them and cancelled
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- Reviewer
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Maria
- Location
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Maidenhead
- Reviewing
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Plusnet
- Date
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2016-10-29
- Comments
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Two days after the due date for broadband and phone line connection, I have no phone line and no broadband at all because they failed to complete the process. It took me to call them and be on hold for 40 min to make them restart the process all over again (they haven't done it as soon as they discovered the failure). Result? Still no line and broadband after three days, process might be completed in seven days from now.
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- Reviewer
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jo-ann
- Location
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gwent
- Reviewing
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Plusnet
- Date
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2015-05-09
- Comments
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Do not go with Plusnet!!!!! Absolute utter rubbish,never ever had any sort of problems with any other provider. Internet keeps dropping constantly,not able to view pictures,videos or watch Netflicks. I pay for internet and Netflicks and not able to use either properly.
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- Reviewer
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owen
- Location
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cornwall
- Reviewing
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Plusnet
- Date
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2015-12-21
- Comments
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Plusnet wifi is absolutely horrible.It always turns off by iself and the wifi is always so slow I wouldn't ever get this but sadly I cant cancel my subscription
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.