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

  • Showing page 4 of 83, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
Reviewer Location Reviewing Date Ratings
Total crap just been on hold for nearly an hour, supposed to have been set up over a week ago and then this afternoon, appalling service am going to try to cancel this
Axbridge Plusnet  
Good as a new customer, but after that you really do get hit for all charges, I am paying double now than I did when I started, customer service is useless , I look forward to leaving when my contract is finished, I will not give them the satisfaction of leaving early, what they say on the TVs advert is a load of rubbish.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Axminster Plusnet  
I have always had very good service from Plusnet with an acceptable broadband speed for the area we live in. We have been a customer of Plusnet now for almost 5 years. We live in rural Devon and have speeds of 16-19mb/s. Recently, we noticed our internet was getting increasingly slower and was causing us frustration when trying to stream Netflix and Amazon etc. We put up with it for a while and eventually complained. I was immediately offered an upgrade to Fibre for the same price as I am currently paying. The team member I spoke to was very friendly and efficient and sorted out our problem. Very happy with the service from Plusnet. Great customer care!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Axminster Plusnet  
The broadband come and goes, i have checked everything so am just going back to virgin
Aylesbury Plusnet  
Amazed to read so much negativity on this forum relating to Plusnet. I switched to them from BT some years ago after years of what can only be described as personal abuse.
No, they're not perfect - and their service has declined under BT's ownership, but you do (eventually) get to speak to a UK agent - rather than someone on the other side of the world with English as 2nd or 3rd language.
As with most things in life, you get what you pay for, and while we all chase the cheapest deal suppliers will make service decisions based on profit rather than offer the service that we all crave - but seem unwilling to pay for. Check out with friends & family what broadband costs in other countries !
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Aylesbury Plusnet  
BE CAREFUL - THIS COMPANY IS TERRIBLE! DO NOT HAVE ANYTHING TO DO WITH THEM!

I changed to plusnet from Sky and immediately started having problems where the internet would cut out several times a day. Tried to use the online help functionality but the broadband would cut out half way through each time and I had to start again. Called in twice and eventually got the issue resolved after a month. Then have moved house. First engineer appointment was just cancelled - no information before just that it had been moved to a later date. I called in to advise that I would not be at the address at the later date and would need a call beforehand to make sure I was there to let the engineer in. Was told that this was anyway standard practice so not to worry. Now got an email saying the engineer was unable to do the installation. I have been waiting all morning for the call and have missed no calls. This is a hopeless hopeless service and I will be cancelling asap.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Aylesbury Plusnet  
Absolute tossers. Customer service appalling. THEY suggested I took my custom elsewhere- which I gladly did. No internet connection unless router was reset almost daily, for 6 months. Eventually BT engineer called and replaced one part but said it was outside his jurisdiction but I needed a new router. Plusnet refused to send one. Finally offered me £20 compensation. Now tell me they have chaanged their mind as their 'customer service advisor' did not note it on his record!!!!! Keep well clear. Much better, cheaper and more helpful out there.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
ayr Plusnet  
I had broadband with plusnet for 1 year total and it has been the worst experience. I work for a broadband company myself so I am aware of what company's can and should be able to do for their customers. In the duration of a month my broadband lost internet twice and they told me I had to just wait and they would fix it which took them a full day to do this, then the same issue happened again within a matter of weeks all while I was working from home so I had to go for these days unpaid as I need the internet to work. I received no compensation for this period of time even though i asked to be refunded and as I work for a company similar to them I know fine well they should have refunded me as I work for a department that processes refunds! The advisors I spoke to we're always nice however always gave me no real conclusion to my issue always sorry nothing I can do then move on. I started my plan at £21 per month for line rental (of a home phone I never received and was still going to be charged for despite me asking the man through the phone not to have this on my plan)and for the broadband. However after not checking my bank for a while this rose sharply up to £36. I was told this was because of the retail price index which is ******** because it goes up by no more than £5 normally on a simple plan like that and then the girl on the phone told me oh you've been paying that amount the full time! She said I wasn't sold the broadband for £21 but I would have never paid that amount for broaband when i live alone and normally struggle to pay my rent and bills nevermind the speeds. I live in a village just outside of Ayr and speeds aren't fast here but it was horrific how to load a movie or youtube video of my TV i had to disconnect from the wifi on my phone so it would load. Don't go with plusnet they are scam just go with literally anyone else for your own good.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Ayr Plusnet  
Joined recently and regret every doing so. . The signal is weak and keeps dropping. The customer service is an oxymoron ( I've never waited less than 40 minutes to get through) and their 'advisers' are rude and unhelpful. I've never once been able to contact their on line suport.Utterly awful.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Ayrshire Plusnet  
I tried to transfer to plus net from post office and its been an utter farce:

Placed order on Dec 29 - activation date 13 Jan

29 Dec- got text from plus net saying there was a cease order on my line from post office. Called post office, got it removed, called plus net, was told order had been redone and would go through within 24 hours and would go live on 13 or 14 Jan.

12 Jan- no sign of router, called plus net. Told order hadn't been placed due to human error. Order redone, told I'd go live on 19 Jan. Got email 2 mins after call saying go live on 26 Jan. Contacted them again. They apologised for errors and confirmed 26 Jan.

18 Jan- got email from plus net saying I was going to lose my landline number as it wasn't on BT network. Called them and was told email was a mistake again due to human error, but that as a result the order would need to be done again (4th time now) so would be yet another 10 days.

I've now cancelled the order and asked for refund of cash I've paid them which they've said they will. I also asked them to reimburse me £24 for the additional costs I've incurred with post office due to their incompetence, but was refused. I asked to speak to the supervisor, and I am still waiting for him/her to call me back.

I can't understand how they can stay in business when they can foul up something as simple as setting up a new customer 4 times on the trot...

I can't comment on their actual service / broadband speed as they were incapable of supplying me with it...

Back to BT it is for me then, more expensive but at least they are interested in having my business.

Plus net are sadly not doing anyone proud. Based on my experience I can only recommend you avoid them...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ayrshire Plusnet  
My BT contract was expiring in mid December so I contacted Plusnet on 21/11 and arranged to transfer broadband and calls. Despite the 10 day transfer claim, by 8/12 I had heard nothing further than the initial confirmation email and the deduction of my 12 month advanced line rental. I spoke to some unhelpful person in an on-line chat who said there had been a problem but nothing had been done about it and he didn't even know what it was (and couldn't arrange for anybody to contact me)! So effectively nobody was bothered until I had asked for an update. He couldn't cancel my order and I had to call the cancellations team at 0800 the next morning which I did and spoke to a very apologetic individual who promised to look at it again and speak to the technical team. He would text me with an update (or call) and I could proceed with the cancellation if I still wanted to. Needless to say there was no further contact so today (6 days later) I have finally cancelled my order because the customer service advisor told me that there was still no progress (over 3 weeks after the initial order!). Shocking service. The company had done nothing about the initial 'issue' whatever it was (nobody could tell me) and the follow up was equally bad. I wouldn't recommend them to anybody (and I now need to spend another few hours looking for the best deal!).
  • Satisfaction
    1 star
  • Customer Service
    1 star
Ayrshire Plusnet  
I have been without phone for at least two weeks. The broadband drops frequently and when I reported this to Plusnet, the best response I got was to phone them! It's not the first time my phone has been out of order for at least two weeks at a time, it's usually at fault in the cabling, but it's still up to Plusnet to get it dealt with. I have been a customer of Plusnet for many years and this is the first time I've felt strongly about their service to want to leave.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Ayrshire Plusnet  
Since April 2015 we have had what can be, at best, described as poor connectivity. In the last 9 months every inch of wiring in our house has been replaced. We have had 2 routers, 2 replacement wirings and 2 new sockets yet we are currently receiving 0.5 Mbps download speed (we are less than a mile from the exchange so considered to be 'close'). Having spoken to Plusnet, we should expect between 5 and 11 Mbps. The important point here is that 5Mbps is the MINIMUM exptected value. By Plusnet's own standards they have failed to provide us with 10% of their minimum level of service in the past year. Their customer service is very friendly and helpful but this is mitigated by their inability to provide the level of service required in the 21st century.
There are only so many times we can switch our router on and off and check the connections.
Plusnet may be friendly but so is my labrador and I would not trust him to provide me with a reliable internet connection.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
B74 Plusnet  
Apart from courtesy if you can eventually contact them the service is appalling. Webmail has been completely dysfunctional for months and service terrible.
Clearly the BT influence is really coming home now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BA12 6DG Plusnet  
Broadband is rediculous. Constant buffering and dropping out
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
BA35UG Plusnet  
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.
Baildon Plusnet  
Broadband speed sucked, but since they're using BT infrastructure, it's not really their fault. Most of the broadband companies uses BT infrastructure so what is really the difference between them? Customer service. To be honest I never really bothered to call them even when the internet was down or slow as I knew it wouldn't change anything, but the only time I needed to call them was to cancel the account as I had moved out. Every time I called, there was a 15 min queue in their call center. Some months elapsed because i didn't have the patience to wait on the phone for so long, therefore I had to pay for a service I wasn't using. It would have been simpler if I could just send a letter or cancel online on their website, but that was not possible. I have just hung up with them, I've waited 34 mins and 42 seconds where 34 minutes of it I was waiting, and 42 seconds was how long it took to cancel the account. At least the people that run the call center was efficient!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Baker St Plusnet  
Moved to plusnet in May and shortly after my internet speed dropped,some months later it dropped again.
My previous supplier consistently achieved great speed,never a problem and foolishly moved because of a slight increase in price.
When I contacted plusnet they don’t accept responsibility,they give the usual guff about sockets etc.,absolutely no assistance whatsoever.
They will now loose my business with 2mobile phone contracts and eventually when my contract is up my broadband.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
BALLYCASTLE Plusnet  
Constantly reduced my speed,customer service no help whatsoever.They keep repeating that I can’t get out of the contract unless my speed goes below 11mb.AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BALLYCASTLE Plusnet  
Really slow speed with regular buffering for the first time in years. Took the unlimited fibre extra, the fastest speed available in my area with plusnet estimating speeds far above my then supplier. The reality is their speed does not come close to my previous supplier, Talk Talk, how I wish I had stayed with them. Customer services tell me it’s my problem and to try all these changes with my set up - none of which work. Then they say the guaranteed speed is only for direct hard line connections. Who doesn’t predominantly use WiFi? No one I know. I didn’t have these problems with any other supplier. Thankfully it’s only for a year, four months left until I can escape. DO NOT CHOOSE PLUSNET - THEY ARE WORSE THAN RUBBISH. There were no reviews from Northern Ireland that I could find when I signed up or I wouldn’t have touched them. Every time their TV add comes on I get angry.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ballymena Plusnet  
Plus net are a load of crap who have no respect for their coustemers avarge waiting time 40 minutes and very poor service ant and I mean any co are better than that sower
Bamford Plusnet  
Avoid this shark company we moved house the broadband didnt work i withheld payment until it was fixed and now they have charged me £300 and disconnected my service + put bailifs on to me. We now have talk talk its much better, faster and the customer service is great..they actually answer the phone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bampton Plusnet  
Buyer BEWARE, stay away from this IPS company. Plus-Net was an absolute nightmare from the start. If you want really terrible internet service subscribe, I dare you. They'll do you proud by providing a terrible service right form the start. I moved from BT where the service was fine and right from the begining Plus-Net was awful. Engineer's didn't turn up twice, the wait time on fault phone calls lasted at worst, 50 mins. I did eventually achieve a down load speed of O.45mbps. The final straw was them being really sly about leaving and about when the 14 day cancellation period started and tried to charge £200 odd pounds for early termination.
Worst experience i have ever had. I wish them every misfortune that comes there way.

Went to SKY they were the complete opposite and cheaper!!!

Thanks for four weeks of complete hell, you didn't do me proud. Wasters the lot of them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banbridge Plusnet  
ok for while then price doubled no warning and constant disconections, as for phone sim even worse barely useable
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
banbury Plusnet  
DO NOT WASTE YOUR TIME OR MONEY ON THIS COMPANY. I had to contact them to get my router delivered as it was getting closer to my go live date. Then on the go live date, nothing went live. I rang Plusnet the next day to be told there was an issue on my account and that only a phoneline had been recorded on the account, not broadband too. So why when i called to ask where my router was did someone not notice that then?! I was then told i would have to wait 10 days so the line to could be made live. my old provider had already cancelled my service, so i was without internet for 10 days. 10 days later, and the line still hasnt gone live. i call Plusnet again, only to be told its is a technical issue and i would be transferred to the technical team. As i was transferred, i was hung up on, and as it was after 8pm i could not call back. i called back the next morning only to be transferred between four different departments, with every single person lying to me, telling me different things, and finally telling me my account was broken and i needed to make a new one - which again was a lie because once i made a new account they essentially set up a new broadband request for me for a new 'product' which i had not requested. i was then told the line would go live in 24 to 48hrs and asked to speak to a manager who then told me this wasnt possible and it would take another 10 days. I have spent far too much of my own time having to try and sort this, when it is Plusnets mistake. DO NOT WASTE YOUR TIME OR MONEY ON THIS COMPANY!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banbury Plusnet  
I have recently received a lot of nuisance calls from witheld numbers, and have reported this to the police. They have advised me to contact Plusnet but I can't get to them at all. NO stars for ccustomer service!
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Banbury Plusnet  
Lots of issues phone & broadband. when you can get customer service they are ok, but problem is getting to CS in the first place, long long long waits online or phone. Never had so many issues, even worse than BT (who own them). Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Banbury Plusnet  
Only recently got plusnet and it's just awful. Won't work outside or in my bedroom only in the living room. My laptop will not connect to it unless I am literally beside it and I am unable to carry out any form of download or even open a web page never mind trying to actually stream something.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bangor Plusnet  
Switching to Plusnet was worse choice ever, speed issues, regular dropouts of service, useless tech support, I’ve cancelled my contract, 3 months later they are still billing me, now going through Telecom Ombudsman to recover my overpayment. I’m currently writing this while on hold to Plusnet Customer Service, current wait 27 minutes...there strap line should be ‘we do you over’ NOT ‘we do you proud’. Stay away from this provider at all cost!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barkaway Plusnet  
This is my 2nd year with plusnet and since renewing in May the service has been atrocious. Tonight I can barely access a website, forget about streaming a programme on iplayer or other channels. Even a radio programme came back with insufficient bandwidth available message. This is not a one off, problems have been ongoing for weeks, particularly on weekend evenings!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barnet Plusnet  
NO RELIABILITY AT ALL. Connection drops +10x times per day. Streaming or watching a youtube video? In your dreams maybe you would be able but not with plusnet.

In case you would like to report some problem you need to stay on their brilliant support lane for over 30 minutes but nobody is doing anything for you in the end anyway. Just a lost cause. Hands off for your own sake.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barnsley Plusnet  
If it were possible to leave 'minus' stars, I would. I've had nothing but problems with PlusNet for weeks and weeks. As long as everything's running, they're ok, but if you have a problem their 'award-winning customer service' is nowhere to be found. They treat their customers abysmally, don't answer questions, and don't care about their customers once they're locked into a contract. The worst company I've ever had to deal with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Barnsley Plusnet  
I have been with Plusnet since I cancelled with Talk Talk (Rubish ), great service, Yorkshire based company who usually look after their costumers. My contract is up for renewal, but on looking at the speeds offered my upload speed will go down from 10mg to up to 2mg unless I upgrade which will cost me more.I' looking round now for a better deal, but not many good compliments for other providers !
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Barnsley Plusnet  
Worst broadband supplier I have ever had the displeasure of using. It took over 2 months to install despite repeated promises it would be much sooner and the refund I got for this period was derisory. It takes over 30 mins for customer service/tech support to answer and one of the numbers supplied was a premium rate number, with no warning it was one, which cost me over £14 before I was cut off(online payment was also unavailable during this time). Payment is expected in the middle of the month and can't be changed despite repeated promises that they will be changing soon. I'm also only receiving 70% of the speed I'm paying for.
If this is how plusnet do you proud then they should be ashamed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barnsley Plusnet  
Been with Plusnet a while now everything pretty average,tried to contact them about moving home took 45 minutes to get through went through all the BS about free house move worth about £150 but price of package went up and told I had to sign up to new 2 year contract.
Poor show with customer services and they take advantage of your situation to extend the contract.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
barnsley Plusnet  
Joined Plusnet in February because of spiralling costs with another company. I have never looked back, a little bit of buffering during lock down, but fine now. Would recommend.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Barnsley Plusnet  
we'll do you proud my arse. they lie and get out of any thing they can. dont accept responsibility when the service goes down. charges are sky high. they never respond to complaints, so i ring and they are rude. broadband speed varies dramaticly day to day which makes my internet streaming useless. dont use plusnet they make you miserable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
barnsley Plusnet  
My father passed away on 22nd August. Fortunately I was able to access his emails and found the first of many demands for payment from Plusnet relating to the old closed account in his name. I contacted Plusnet's webchat to advise of the situation on 24th August. It was left that the account was to be closed.
On the 2nd Sep Plusnet again emailed chasing payment. I again contacted via webchat on 6th Sep and was assured that the account would be closed within 3 days.
On 15th Sep Plusnet AGAIN emailed chasing payment, claiming that his service was now restricted. It certainly was – he had been dead for 3 weeks!!! I AGAIN contacted webchat and was AGAIN assured that the account would be closed off within 3 days.
On 17th Sep Plusnet YET AGAIN emailed a demand for payment, but since this was within 3 days I ignored it as I had been advised to do by Plusnet's advisor.

Today I am at my wits end. I have had my mother on the phone in tears not knowing what to do. Plusnet have sent a letter addressed to my late father to her address, chasing payment and threatening to pass the account to debt collection agents.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Barnstaple Plusnet  
STAY AWAY...nothing plus about plusnet more like `MINUSNET`
4 weeks now with 95% downtime. When connected i can`t even browse the internet ( email,banking etc.) Over 3 hours,in total, lost on the phone waiting. It`s something else every time you phone them. They don`t know of your previous complaints. They`ve asked me not to turn the router of for ten days so that the network can stabilize itself!? Ten days? They treat you like a fool and delay solving your internet so they can charge you another month! They identified something wrong but they can`t tell me what it is over the phone so they booked an engineer. Engineer never turned up as scheduled. `No internet, we don`t care, will charge you good !`plusnet
I`m switching TODAY !
P.S> using my mobile network internet to write this review.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barrow-in-Furness Plusnet  
Singed up for the broadband package (was later told by customer service this is no good and I would not of put you on this package) on the switchover day the line did not go active, phoned tech support spent 1 hour going through trsting of connections in my house which I told them I had already carried out but he wanted me to do again with him on the phone. Then 3 days later engineer attended to diagnose the fault witch was in the exchange that they had connected incorrectly. Then line test showed very poor speeds but was told that the line needed to chase in for 10 days, still no better phoned to cancel and was told that I had 14 days from first signing up with them and that had passed and they were supplying the minimum line speed so could not cancel. The only option left open to me was pay to cancel or upgrade to fiber for 18 months on a new contract and would not give me the new customer rate neather, I am very dissatisfied with the service and customer service. In my opinion I would avoided at all cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barrow-in-furness Plusnet  

Loading...

  • 3289 reviews, showing page 4 of 83, skip to page 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9

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.

Broadband.co.uk