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
I cannot rate it as plusnet are terrible I have been waiting for installation of a line since June 8th 2015 and still no further forward and cannot speak to anyone that seems to do anything. Their advert should be taken off the tv
Aldeburgh Plusnet  
Absolute useless. Customer service is nil. Short of staff as when I chat to one of them, I was told. I spent 45mins on hold and still nobody answer the phone. It his happen to me 3 consecutive times within 2 days and decided to chat which was useless too as she could not deal that problem on wedchat and advised me to ring them instead. It an absolute waste of time. Deal with bigger company not this cheap rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Aldershot Plusnet  
Awful. Used to be a good company. Now service is slow (usually around 30 mins to answer on service issues). Also inclined to rudeness. Staff seem stressed and unhappy. £30 fee to terminate is a disgrace and contravenes intention of legislation prevailing at this time. Please go elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
alexander Plusnet  
Awful. Used to be a good company. Now service is slow (usually around 30 mins to answer on service issues). Also inclined to rudeness. Staff seem stressed and unhappy. £30 fee to terminate is a disgrace and contravenes intention of legislation prevailing at this time. Please go elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
alexander Plusnet  
Connection seems to be stable and speed as advertised but the WiFi is abysmal, I have never experienced such a poor service in my home before.

The solution was purchasing a new router (3rd party not plusnet) and the change was instant and excellent. I now have the same speed on my WiFi as on my Broadband.

This speaks volumes to the issues with the Plusnet One Hub which performed so badly.

Can't even say Customer Service was any help
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Alloa Plusnet  
Don't think about using Plusnet. Apparently writing to them to tell them that you are not renewing your contract from a particular date is not the same as telling them you are cancelling. If you do not use the actual word CANCEL then they will continue to Bill you even if you have changed providers. I have been overcharged now for months. They will tell you that you have 2 lines into your home when you only have one because your new provider have you a new phone number. PLEASE Do not use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
alloa Plusnet  
Speed seems to fluctuate a lot.should be getting up to 38mb but rarely getting over 25mbps sometimes well under 20mbps.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Alloa Plusnet  
Don,t believe the ad about customer service. I had the rudest, most unpleasant conversation with a young woman that i have ever encountered, and i was only trying to pay a bill.!!
  • Satisfaction
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
ALLOA Plusnet  
I've been with plusher since they started and I've never had anything but great support. Had a few issues which have been quickly and efficiently sorted out.

I genuinely don't understand the vast numbers of bad reviews here.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Alnwick Plusnet  
We have had Plusnet for many years but recently 'upgraded' to include free BT Sport - What A Mistake !!!!!
Have had no end of problems and absolutely no help at all from them. Have now been cut off as I didn't pay the bill because we were not getting any service !!!!
Why should I pay for something I'm not getting ????
Will not be using them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Alton Plusnet  
We have had Plusnet for around 4 months. Since being installed we have had severe issues with performance since day 1.

The first issue is the general performance of the Broadband, which peaks at around 4.3MBps download (well below the stated maximum of 7MBps), but more of an issue is the Upload speed, which never seems to get above 0.08MBps (a paltry speed compared to the maximum which is stated as being 0.7MBps).

After many, many calls and onsite checks (by BT), we are consistently fobbed off, the latest being that "There will always inevitably be times when performance will drop).

The second issue is that we suffer at least 4-5 complete outages per week, and have occasionally experienced 3-4 drops in service in one day, resulting in having to restart the router and suffering no service at all for a few minutes.

We are a business where 90% of our work requires internet access. On top of that, we have a web site development team - god knows how many hours have been lost through poor performance and related issues such as losing session ids to keep connected to the web server.

We have had a new router, new connection box and multiple times when updates following the open incident have never appeared. Additionally, having to wait for an average of 15 minutes to have a call into the Plusnet Business Customer Support services answered, I have to also rate the the customer service as very poor overall.

All in all, a very poor service and time to consider cancelling the contract and looking for a more reliable service provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Alton, Hampshire Plusnet  
Three weeks after service started and still no regular broadband. Really poor. AVOID
Promised a month's refund for little/no service and when I called to chase other services, they had no record of refund.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Altrincham Plusnet  
3 years with Plusnet with 5mbps,so not movies or music and for £32/month only:) I was complained with not successful but they arranged appoitment with,,engineer,, but hi was to busy and did not comes.
I sent email that want to cancel contract because I am strongly not enjoy speed and customer service since 16.06.2014 with last payment.
After 2 weeks Plusnet sent me outstanding fees but I had Direct Debit so all payments had been automatically.
I did not paid because they do not want to explain me why and for what I have outstanding fees.....and for last2 months not answers.I had a couple of good enough reasons for cancelling but they do not want to understand me.
Plusnet blocked my access to my account and doN't want to give MAC code which is required for the next provider...but this is not all. Plusnet is still connected with my line and do not want disconnect....

So slowest broadband,poorest and most rude service ever
Alyth Plusnet  
A company that prides themselves on customer service? What a joke - Just like the bloke I spoke to on the phone when I had a problem. Not sure how he still has the job or even obtained it in the first place. Sarcastic, unhelpful and rude. I wish them all the failure and bankruptcy for their sad, gimcky, fake 'proper northern' company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Andover Plusnet  
We have reoccurring problems with our phone line. To get hold of customer service isn't very easy. It takes week over 24 hours for them to really to an email and you wait for up to an hour to speak to someone on the phone. I can't wait for our contract to come to an end!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
anglesey Plusnet  
Having switched to plusnet from Sky I wish I stuck with my standard broadband!

Was set up eventually after a 2 week delay leaving us without any internet or mobile coverage - as we rely on a booster box for mobile signal - and to put it bluntly the wireless is possibly the slowest I've ever encountered and considering it's supposed to be fibre broadband, I can get higher speed through 3G in most places.

If you ever want to phone them, you'll get stuck with someone who doesn't care about the issue and will instead hide behind terms and conditions and tell you that you have broken your router by putting it near other electronic devices and then have the cheek to charge for a replacement.

Honestly, if you want broadband STEER CLEAR, I'm currently waiting for a cancellation cost (been waiting 3 weeks) just so I can pay to leave.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Anglesey Plusnet  
Went over to plusnet from pop telecom.diffrence is like driving a French car to a Mercedes!!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Anglesey Plusnet  
For a few weeks now broadband speed has been reduced 0.1 and 0.4 on average. 20,30,45 mins on phone and no answer, unable to contact by e mail. decided a week ago to leave, what happens, broadband speed comes back to normal. Spoke to a girl in Sheffield? this morning and she blamed students ordering broadband at universities. I'm still leaving then.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Anglesey Plusnet  
Been with them i week.sorry i bothered
Faulty router replaced on installation.
Internet drops in and out reported problem reply "unsure what problem was"
NOW if you use phone line you lose Internet all together.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
anglesey Plusnet  
Extremely unreliable and slow internet connection. Almost as slow as dial up. The last time I phoned customer services about the shocking connection I was on hold for an hour, when I did finally get through I was told the engineers wouldn't be out to fix it for a fortnight. Three weeks later they say it's fixed but STILL the same issues. I don't live anywhere rural, I live right in the middle of a town and should be able to get decent broadband. DEFINITELY DO NOT RECOMMEND unless you like super slow unreliable connection.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Angus Plusnet  
Shocking service. They took 2 months - yes, 2 months - to finally tell us we needed to take down a tree in the neighbour's garden to allow phone line to be connected. Online chat slow. Unbelievably frustrating and we have had to change our provider.
Angus Plusnet  
Quiet possibly the worst service I have ever come across, signed up on the 24th of October and still waiting to be connected as of today, tried contacting customer service which is an absolute joke, you can be on the phone for over 40 minutes waiting. I wouldn't touch them with a barge pole
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Angus Plusnet  
Changing to PlusNet is probably one of the worst decisions I've ever made. In the three months I've been with them, I've had Open Reach out twice, lengthy conversations and chats with PlusNet and my internet is still mainly shocking

It's 9.15pm on a Tuesday and I've just run a speedtest

Download Speed (Mbps): 0.99

Upload Speed (Mbps) : 7.83

Ping Latency (ms): 350

They're charging me £27.50 a month for this!!!!!

Just don't go there - for the sake of your own sanity - just don't
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Angus Plusnet  
If there is anyone out there using windows 10 with an old 582n router experiencing intermittent problems accessing web sites, missing images from emails and unresponsive links, might I suggest you ask for a new router. Since upgrading to windows 10 about a year ago,I began to have problems which came to a head in July when I first contacted Plusnet's award winning customer services. I have since then phoned them 4 times(or should I say got through to them 4 times, I had to buy a plug-in phone as I ran out of charge before they answered )+used the online chat with the lovely Gemma who told me to buy a booster(which I did and it made no difference) or use an ethernet cable which wasn't physically possible being 2' long and the pc in the next room. This didn't phase Gemma however whom I had decided was her last day at work as she was less than helpful.I followed all the advice given by the techs ie. Manually change channels on my router all 13 of them, plug phone into test socket, change microfilter and DSL cable. I was told that an interference was found on my line which they amended and returned the SNR margin target to 9DB instead of 3DB. Oddly enough I was told this twice two weeks apart! On speaking to the last tech after he informed me "he wasn't so good with windows 10" I suggested a new router (or should I say begged as he wasn't keen) when he eventually gave in he told me it was more compatible with windows 10!!! Got router, plugged in, ALL FIXED! It only took 5 months.I wrote to complain as I couldn't bring myself to phone or chat again and I asked for a refund for my broadband and line rental as I only needed it for my broadband. Needless to say they have refused but as a goodwill gesture they would refund the postage they charged to send the router. Are they having a laugh? I will be taking it further with the CISAS. BE PREPARED TO BEG FOR A ROUTER!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Angus, Scotland Plusnet  
Plusnet give a good service for a reasonable price. If you don't need very fast broadband, you'll get a good deal at Plusnet
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Angus, Scotland Plusnet  
BT are pretty crap, but Plusnet take the prize. Withholding money, lack of delivery, poor performance. Customer service - don't make me laugh. What a bunch of clowns. Utterly chronic.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Angus, UK Plusnet  
Would rate 0 stars if I could. Been with plusnet since Dec 2018, after issues with Sky. Nothing but issues right from the start. Firstly, they didn't put the order through until we complained, was over two months before the order eventually went through. Then they changed us to a completely different line, we had someone elses! Took another month or so to sort this. They did give me 3 months off my bill, however right from the start, internet speeds very slow, they say that they can only promise ethernet speeds and not wireless...DOH, isn't WIFI what we all use???

Now, after been flooded out, we were told we needed to cancel our existing contract and start another- which is 24 months!!! We told them that we were only in temp accommodation for around 6 months! Since moving, we have had a constant issue with speed. After many calls, and an engineer, we are now told that it is our fault that we are downloading nearly 2TB (which is huuuggeee!!!!) in a month, no-way! They have not offered a solution and don't seem to be bothered that if we are not downloading, then who, or what is??? We have no option now but to change provider as they are not able to offer a solution. They told us as it is a 24 month contract, we will have to pay £250 charge!!! They knew beforehand that we were only going to be here temporarily. They advised we are unable to claim breach of contract as the speeds only apply to devices connected by ethernet.

My response, a complaint to plusnet, a complaint to ofcom and a dispute about the final bill, which will have the £250 cancellation charge added to it.

Do not trust this company, they are not bothered about their customers, only about getting as much charges from you as possible. There has been no empathy or understanding of our trauma and even though we have lost our possessions, and our home for a while, they still want to kick us in the teeth and charge us £250!!!
anon Plusnet  
Shocking customer service, cancelled my order before installation as they kept changing activation date. Trying to speak to someone in customer service was really bad they kept passing me over. Lucky escape I think.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ANTRIM Plusnet  
In 6 month we have 3 months of working wifi. Initially they never connected up the line.

4 Months in the wifi stopped, they sent out new router to an old address. When the new router arrived it still didn't work and when we requested an engineer they say it's 65 pound, basically a threat.

Average waiting que on customer service is 45 minutes.

Worst and most unreliable service and help I have ever experienced.
  • Speed
    3 stars
Ardrossan Plusnet  
Noooooooo don't do it. This company is useless. We got connected 11 days ago. I'm looking for a way out already . Super slow. Terrible customer service. It's all lies and deception. The cooling of period is from the day you sign not the day of Installation they told me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Arnold Plusnet  
The worst internet provider I have encountered. I have had no or limited Broadband for almost 2 months. Still it's not fixed. The same circle has to be gone round every time I hear from them. They blame BT . They don't take ownership of the problem. I'm sorry I ever got on the Yorkshire bandwagon. Incompetent is the only way to describe the service. I WOULD NOT RECOMMEND PLUSNET TO ANYONE.
Arrochar Plusnet  
The worst internet provider I have encountered. I have had no or limited Broadband for almost 2 months. Still it's not fixed. The same circle has to be gone round every time I hear from them. They blame BT . They don't take ownership of the problem. I'm sorry I ever got on the Yorkshire bandwagon. Incompetent is the only way to describe the service. I WOULD NOT RECOMMEND PLUSNET TO ANYONE.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Arrochar Plusnet  
We have two lines. Fibre optic was slower than steerage broadband. I have spent what amounts to a working day calling Plusnet in the past week. Always 30 minutes plus wait and they say they are correcting this but go back on this site and it has been the case since BT bought them. Incorrect advice, promised calls not honored but they are pleasant and apologetic. I pity them having to deal with an endless stream of angry customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Arundel Plusnet  
Ive only been with Plusnet 4 days now but, I'm more than happy with the Great service, so so very happy.
All the people Slagging Plusnet off, switch to Sky broadband, then you will realise what poor broadband & customer service is!!!!
Plusnet are miles ahead of Sky & I'm so very pleased I switched from them cowboys at Sky to Plusnet. 110% improvement. Thank you Plusnet!!!! Makes such a big change!!!!!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Ashbourne Plusnet  
Rubbish no wonder it is cheap lost count the times I have had to phone them down to 1.5 will be moving to another company ASAP when contract is up having to phone again today another 15 minute wait
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ashington Plusnet  
To be fair, I like the fact that their customer service is in the UK. Most of the support staff have been polite and appear to listen to your problems. However, one time when I said I couldn't continue phoning and waiting for engineers to visit (I've had 5), the woman seemed puzzled. So here's my experience. Ordered fibre broadband. Openreach engineer showed up - I'm on the wrong exchange and he can't do anything today. After listening to a tinny version of "Simply Irresistible" and other random tunes I explained my problem. A question was opened online and another engineer was booked. I received an email saying I had a new provisional telephone number and I was given a new date for an installation. The number was incorrect for my my area so I pointed out that I was probably still on the wrong exchange. I got no response, but an engineer turned up and said he couldn't do anything because we were on the wrong exchange. I received an email saying I would be billed for a further visit because I had given the wrong information. I had only given them my name, address and bank details so I was not impressed - especially since I had tried to point out I was still on the wrong exchange. I took it upon myself to find the cabinet number and name distribution point and I contacted customer services. More Robert Palmer, more promises to sort things out. A third and fourth engineer were sent out and in between much emailing and Robert Palmer listening. Eventually engineer number five installed a phone line. However he told me I should contact Plusnet customer services because his job was for a phone service and not broadband. Ok, take it away Mr Palmer. After listening to a few tunes, I was told that I couldn't have fibre broadband after all and I could either cancel or accept ADSL. I've gone for ADSL because I don't fancy another load hassle involving Openreach. It's supposed to be up and running by Thursday so we'll see what happens. I'm sure customer service training is all about keeping the customer calm and, perhaps having a smile in you voice. However, money would be better spent on technical staff or people to chase up Openreach. They also need to listen when you are telling them what the problem is. Finally, they need to call back when they say they will and they need to read and answer your questions.
Ashton Under Lyne Plusnet  
Switched today was very apprehensive because reviews weren't great.no problem up and running all devices connected speed fine. Very happy.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Aspull Plusnet  
I moved to them, they promised to move my number, they didn't, all what they say if you are not happy we can cancel your contract, they wasted my number, my time, they don't care!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Attalhi Plusnet  
Since being with PlusNet my lady wife knows how to reset the router, I will be requesting the MAC code very soon. Never mind their Blurb just think of the Money and the word Throttle, which is what I'd like to do with Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Aughton Plusnet  
terminated my broadband service with no notice, no warning, no apology. Need to redefine what award winning service really is if this is their standard, must be the bottom of the list. Not recommended.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Averham 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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