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 4960 customer ratings since 2020-04-17 (Show all time ratings)

Visit Plusnet   Read our Plusnet buyers guide

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

3,317 Customer Reviews over 83 pages

  • Reviewer
    Location
    Bromley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    have literally just cancelled with these people. When i had the broadband it was slow, intermittent and wouldn't reach all the house. To cancel, i have to pay £30 plus a 14 day fee!!! Never had to do this before with any other provider. Customer services are curt and unhelpful. avoid at all costs!!!
  • Reviewer
    Location
    Bromley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Just been using the service for a week and extremely annoyed. Router barely sends a signal through a cardboard it feels. Multiple (4+ / day) connectivity drops everyday at least. Even when a single device is connected to the router, it can't handle a conference call with screen share and cameras enabled.

    Definitely the worst ISP experience in the UK so far.
  • Reviewer
    Location
    Bromley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    **** AVOID USING PLUSNET ***

    Called customer service four time. Each time over twenty minute wait. Was promised to be called back twice and no one did. Broad band speed okay.
    ****** Broadband Reliability is AWFUL. Drops out every day about 4 to 6 times. They wanted to charge me £65 if nothing was found by an engineer. AVOID LIKE THE PLAGUE ****
  • Reviewer
    Location
    Bromley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      3 stars
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      2 stars
    Comments
    I've been a PlusNet customer for a few months. It's been fine - it's a cheap deal so I don't expect much. I'm getting ~7-8mbit consistently which is all I need. I'm a gamer, and latency is much more important to me than bandwidth. Last Sunday latency shot up from perfectly acceptable sub-100ms levels to near 2000ms, which is literally the difference between life and death in online gaming. I stopped playing and got on with my life, assuming it was a one-off (it was fine again on Monday).

    Today, the following Sunday, exactly the same has happened - latency is up to 2000ms again and gaming is impossible. So I tried to make contact - the online chat is disabled, there's no email address anywhere on the website for tech support, and when I phone the recorded voice tells me that "due to high call volumes" (sure, Sunday afternoon is peak time) the wait is around 45 minutes.

    I don't have 45 minutes spare to wait to speak to them. This is unacceptable. As is spiking latency to 2000ms every Sunday without explanation or apology. Sunday is a day of rest - and gaming. If this is planned maintenance (and Lord knows what else explains it), they should do it on a weekday when we non-business customers are all out at work.

    And if the online chat facility isn't working, they should provide an email address so that customers don't have to leave their grievances on public websites.
  • Reviewer
    Location
    bromley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Cheap in terms of other providers however the speed is not good at all. its very difficult to get hold of customer care to report an issues. The most difficult is to talk to someone who can listen your problem!VERY PATHETIC customer service and team I ever came across.

    please stay away. They are not helpful at all and very rude over the phone.
  • Reviewer
    Location
    Bromsgrove
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Terrible. I now find their advertising incredibly patronising considering how rubbish they are, "we'll do you proud". Nonsense.
  • Reviewer
    Location
    Bromsgrove
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      2 stars
    • Speed
      3 stars
    Comments
    Moved from BT to Plusnet 6 months ago and have been very disappointed with the poor service. When it works the speed is good but it is extremely unreliable and constantly drops out and makes using it for anything impossible, including sending this review (crashed the 1st time I pressed submit). Avoid!
  • Reviewer
    Location
    bromsgrove
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Got to be the worst company to deal with, after signing up for a new deal, my old provider came back with a deal that was far superior and cheaper than plusnet,As i was within my 14 day cooling off period I cancelled the plusnet deal which was fine, but trying to get my initial deposit back as been a nightmare, trying to call them expect to spend 90 minutes in a queue, emails with promises that the money is being released broken promises, their adverts should be banned for for misleading, they are a shambles
  • Reviewer
    Location
    Broughton Astley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    wifi is none existing,most sites keep on buffering
    cant wait for end of contract Hurray
    Even in I tunes BUFFERING
  • Reviewer
    Location
    Broxburn
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      4 stars
    • Reliability
      2 stars
    Comments
    customer care is nonsense. have to wait for 45 min to get hold of anything and then they will say to talk to another department so more waiting.. have fun with plusnet as a customer
  • Reviewer
    Location
    Bruce building, 115 Percy Street, Newcastle upon Tyne
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    I never use any worse broadband like Plusnet. Our office broadband always be disconnected automatically.We wasted much time to wait for reconnection. I will definitely cancle the service after the contract expired and never use it. I do not recommend others to choose this broadband unless you do not care the reliability.
  • Reviewer
    Location
    BT6
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Speed
      2 stars
    Comments
    Plusnet persuaded me to pay more for Fibre Broadband and it has made no difference to the line dropping on off all the time. It is nigh impossible to find someone to talk to and there is always the threat of charges if they are called out. They dont mind taking our money for a service they do not provide!
  • Reviewer
    Location
    Buckingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Dreadful Customer Service, Refusal to provide VAT invoices despite it being a legal right, and speeds slower than the guaranteed minimum speed. Avoid these cowboys
  • Reviewer
    Location
    Buckingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Thought I'd review and leave a warning to others thinking to join up, I've been with Plusnet now for nearly 10 years and for the most part they have been amazing, always friendly and gave good deals on broadband.

    Until last year.. I had a terrible dip in my internet (.5-1mbps) and patchy, I raised several cases with them and even had their engineers out to 'help' the response was that it was my fault and they basically didn't care, in the end I had to write a letter to my MP to get anything done anywhere near satisfactory. (turns out there was a fault in the exchange box that no one had bothered checking)
    The complaints dept left it that when fibre came to my area that they would offer me a very good deal to make up for the poor service i'd had.

    I called again recently to upgrade to fibre, the salesman clearly didn't care and offered me the standard price - regardless of seeing my time with them and the records of all the issues.

    They aren't even willing to match TalkTalks offers anymore and walked me through how to leave them when i hadn't even suggested I was going.

    This is just a sad case of a once fantastic business that's given up trying

    Dont be sucked in my their entry deals- once they have you they don't give a damn.
  • Reviewer
    Location
    Buckingham
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Am a business customer and have never managed to get to speak to Tech support for business - minimum 30/40 min wait time every time you try. Short answer, employ more staff!Prices go up alarmingly but the service gets poorer and poorer. When you ring, the system seems to be designed to send you around the houses, frustrating timewasting and insulting. I will be moving to another supplier, Plusnet are not efficeient, accessible or organised enough to continue to get my business. Really dissapointing, in the last six months Plusnet have gone downhill signficantly - overpriced and underserviced.
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    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!!
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I'm a little surprised by a lot of the reviews here. We've had Plusnet Fibre for quite a few years now and it's always been quick and reliable. I do find their 'members control panel' a bit clunky - so finding out account information or previous statements is a bit of a pain.
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      2 stars
    Comments
    Placed an order for fibre optic on 23rd December, and advised that as the line had been disconnected at the exchange an engineer would be required to reinstall it. Was explicitly told that the fibre optic would be activated at the same time and my net would be up and running on the day the phone line was reinstalled.

    Engineer booked for 11th Jan, received a text stating that the line had been installed as scheduled, then another a few hours later stating that as my line has been started recently, I would need to wait 24 hours for an activation date for the fibre optic to be confirmed.

    After a long time in a queue on the phone to find out why, as promised, my internet was not available to use, I was informed unapologetically that fibre optic orders are not placed until AFTER the phone line has been activated and I would need to wait another 5 to 10 working days for the fibre optic to be activated.

    After ending that call, I checked the Plusnet website which clearly states that for fibre optic orders where a new phone line is required, orders will be actioned AT THE SAME TIME to expedite the process.

    After another long time waiting for a chat advisor to clarify why website and person I spoke to when I placed the order told me one thing, and customer services told me something else when I called to ask what the hell was going on, I'm informed that a 'system error' meant that the fibre optic order wasn't placed correctly when it should have been.

    After me asking why I was expected to pay for a phone line I didn't want or need (other than for the fibre optic), when my fibre optic was not delivered as promised, I was offered a refund on the first month's line rental. Whether this materialises or not I suspect will be another thing...
  • Reviewer
    Location
    Buckinghamshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      4 stars
    • Reliability
      4 stars
    Comments
    Customer support is excellent with contact centres in the UK, I've been a customer for 5 years now, firstly on adsl and then on superfast fibre when it became available, speed and reliability has been consistently good. Packages are competitive & I have found that they will offer deals, so I recommend when your contact is up give customer services a call. They also offer a very competitive tv deal as well as discounted BTSport. Phone Line rental, caller I'd and anytime call package is cheaper than bt.
  • Reviewer
    Location
    Buckinhamshire
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The biggest mistake I've ever made was to switch to Plusnet. The Internet connection is so slow and patchy. We can't get Catch Up programmes on Sky TV. Think very carefully if you're considering switching. I can almost guarantee you a far worse service in every respect to the one you're using now. Not fit for purpose.
  • Reviewer
    Location
    Bucks
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      1 star
    Comments
    STAY CLEAR!! If there was a zero star I would award this company zero. We moved house in May 2015 and were told that everything should be up and running in 5- 10 working days. Within a week we told them that they had the wrong flat number and to Change it on their system. Although it was a house move we had to go for a different package which increased our monthly payments by £10 a month. My son was having exams so we agreed. Nearly two months later we didn't have broadband - kept ringing them and they just kept apologising. Got the broadband 6 weeks after we asked them to move it, tried to get out of the contract and they kept saying we would have to pay for the remaining 18months!!! Now 6 months later we have been disconnected again as they hadn't changed their system with our new address - even though their engineer came to our current address!! Rang them and again it will take 5 - 10 working days ....for what?!?! Just reconnect us! Lady on the phone was apologetic but no budging on when we will get reconnected- just the usual "we can't give you a date, you will be told in 5 - 10 working days' again tried to get out of the contract and being faced with having to pay over £140 to leave!!! NEVER AGAIN - Worst customer service, absolutely no attempt to resolve the situation - just constant apologies. Doesn't work when I rely on my broadband for work!!
  • Reviewer
    Location
    bucks
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Rely on internet as vulnerable person - speed down to 3mbps for over a week now and unable to do internet grocery shopping. 3 days to get through (min 20 min wait) and eventually met by customer service rep that couldn't really give a Monkey's - best was a promise of 3 more days before the fault team would pick up my complaint.Used to be an excellent company but now about the worst.
  • Reviewer
    Location
    Bucks
    Reviewing
    Plusnet
    Date
    Ratings
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      3 stars
    Comments
    Customer service so poor that can't even give one star. Still on the phone now after 50 minutes. 25 minutes to answer phone, then told would immediately transfer to technical team to discuss appallingly slow broadband speed since transferred from BT (took my broadband out for a day), 24 minutes wait on transfer. Shockingly poor. Technical services then took ownership of the problem and have resolved it rapidly, so upped customer service to 1 star - provisioning error at BT corrected and speed now better.
  • Reviewer
    Location
    Bucks
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Joined 26/1/16, was meant to have broadband as of 18/2/16 still waiting for the router. Phone customer services - 30 minute wait. Try to do chat online 10 customer queue then kicks you out.
    Can't comment on speed as not got it
    Customer service experience - Not a happy new customer. At the moment I want to cancel my contract as paying for a service I haven't got!!!
    Only compensation offered so far was free P&P!!
  • Reviewer
    Location
    bucks
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      3 stars
    • Reliability
      3 stars
    Comments
    really poor customer services, spend over 20 minutes on hold each time there are issues, my monthly rate goes up due to calls that i have not made, no means to complain to them, id say over all pretty useless
  • Reviewer
    Location
    Bucks
    Reviewing
    Plusnet
    Date
    Comments
    Oh dear - have just read most of the above! Now think I have been duped- rang plusnet to say that i have a very intermittent internet with buffering every couple of minutes when watching tv- was told that i should wait 15 days while the exchange settles down!!! I am beginning to think this was a big mistake!!! Meanwhile I have rediscovered reading books!!!
  • Reviewer
    Location
    Bucks.
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    Comments
    Its not worth the effort.

    I was thinking of contracting with Plusnet mobile so wnet to their website for sales.

    Chat with an Agent - it wasn't online.

    Email Sales - it took me to a page asking for my customer login and password. Idon't have one that's why I'm trying to reach you !!!! So I phoned.

    Phone Us - after 15 ins of recorded message and no answer I gave up.

    If that whats its like when they are trying to sell you something, thne I dread to think what the Technical Helpdesk must be like.

    Its just too difficult to reach them - save yourself the time and effort by doing what I did and going elsewhere. There are plenty of other deals to be had.
  • Reviewer
    Location
    Burghfield Common
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Three weeks of faults two days off work for engineer visits and no further forward, worst provider.
  • Reviewer
    Location
    Burley in wharfedale
    Reviewing
    Plusnet
    Date
    Comments
    Gave notice and asked for Mac code to go to BT. Next day broadband speed slowed down to 0.2mbs now still have a week before switch over. Are plus net breaking a code of conduct. I don't think it is anything to do with my kit.
  • Reviewer
    Location
    burnley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    line was ok not as fast as advertised, phone line never worked and billed for it and have to pay to disconnection..very very very poor/bad treatment from live team.
  • Reviewer
    Location
    Burnley
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    AVOID!! Absolutely appaling service! Set up with them in a property I work in for special needs. Had to be set up in the name of one of the people I support but these are people who a. Can't talk or b. Have the ability to understand. Contacted them on the go live date as Internet not working only to be asked if they could speak to the account holder!! Probably the most unhelpful company I have ever had to deal with. No Internet from day one and they have the nerve to charge £216 when we want to terminate the contract.
  • Reviewer
    Location
    burnly
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    i have a business and a residentail account with plusnet.

    Both rubbish.

    i was losing connection on my card machine. had to change my provider within 3 months.
    engineer came said cant fix the problem. charged me extra £140.

    my home broadband same slow connection reuced conection to first floor. even it was connected to the mains 3 m away on the ground floor.

    DO NOT EVEN THINK ABOUT JOINING PLUSNET.
  • Reviewer
    Location
    Burntwwod
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Do not choose this company.... Avoid at all costs
  • Reviewer
    Location
    Burton
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Customer services a joke speed appalling getting worse,interruption of connection a regular occurrence. C. Services do not appear interested even after repeated calls. The tv advert is a complete lie about the service provided.
  • Reviewer
    Location
    burton on trent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      1 star
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    Don't bother, I've never dealt with such a poor company. The customer service is shocking. I cancelled sky in hope of getting cheap fibre from a customer supported company.. I was so wrong. Order placed almost a month ago and still nothing. I'be been told, if I don't cancel tomorrow they will charge me £210 ..... considering I've not received anything from them ..... I'd say that is pretty steep. I will never deal with them again ... I wish I had seen the reviews here before even bothering.
  • Reviewer
    Location
    Burton On Trent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      2 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    After 6 weeks still have no internet, paid £50 for an engineer who didn't fix the problem despite saying he had and now told I need to wait a week for another engineer to come out. Pretty damn appalling.
  • Reviewer
    Location
    Burton on Trent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      5 stars
    • Customer Service
      5 stars
    • Speed
      5 stars
    • Reliability
      5 stars
    Comments
    I've been with Sky before. Tried vodafone (crap).... Now I have moved my mobile and broadband to Plusnet. Never had quicker internet. Easy to set up and fast as **** !! I'm sofa king happy!! Thanks plusnet!
  • Reviewer
    Location
    Burton-On-Trent
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      1 star
    • Customer Service
      3 stars
    • Speed
      1 star
    • Reliability
      1 star
    Comments
    The internet is alright during day time, but during night time there is literally no connection - just keep refreshing and wait. This happens during day time as well.
    In the beginning everything is perfect but after a week or so you will see YOUR INTERNET SPEED GOING DOWN.

    I would say the internet reliability is about 30% out of 100%

    Especialy for people whomplay online games or want to talk to people on skype or facebook, constant lag!
  • Reviewer
    Location
    Bury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Customer Service
      1 star
    • Speed
      2 stars
    • Reliability
      2 stars
    Comments
    Plus net ruined by extreme poor customer service spoke to an absolute idiot called Asad who would not help or answer questions that was asked when I requested to speak to a supervisor three times refused then transferred to someone else.
  • Reviewer
    Location
    Bury
    Reviewing
    Plusnet
    Date
    Ratings
    • Satisfaction
      2 stars
    • Reliability
      2 stars
    Comments
    Doubled the speed to hopefully get a better experience, A load of cr#p, think I’ve be moving supplier soon

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.