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 joined plusnet after being unsatisfied with my previous supplier. I filled in their online forms and was given a date for an engineer to come out and connect my BT line.

Come the day of installation I had heard nothing from plusnet so phoned them to check the engineer was coming. It took ages to get through to customer services and when I did they put me hold for ages. I was told they were sorry but the system did not place a booking for an engineer and I would have to wait a further 10 days. Funnily enough the system worked fine when it came to taking my money though!

I'd taken the day off work. Was not going to trust these jokers any further so cancelled and went back to my previous supplier.

If they can't even book an engineer correctly what are they going to be like the rest of the time. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barry Plusnet  
We’ll do you proud. What a joke!! All you’ve done for me is to lose me my landline number which I’ve had for over 30 years. I switched providers approximately mid October. Everything went smoothly. I ordered fibre because my previous provider would sometimes go off due to poor signal. I was assured it was a better speed etc than what I already had. Came activation day Nov 2nd. I switched routers etc and began logging my various pieces of equipment into my new provider. First in was my TV. A message appeared telling me my speed wasn’t good enough and to contact my provider. JOKE!! First call rang for 20 mins then I had to go out 2nd attempt 42mins I let it ring. I then rang and selected the option “l
I’m leaving “. I was answered immediately. When I was put through to the correct department ( immediately) I explained that nothing was running because speed was too low. The guy looked at my package and told me that they couldn’t improve the speed because of where I lived and so they were cancelling my order and refunding my money and to try elsewhere. He then hung up. I decided to go back to my previous provider but now I’ve no internet and no phone line because they’d cut me off. Because they’d done that my landline number has gone back into the general number pool and my new provider can’t get it back. I’m running the internet through my mobile phone, using it as a temporary router, which is costing me money and I’m waiting for a new landline number and my new activation date to start. Do you proud? Do you an injury more like. I’d never ever recommend you to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Barwick in Elmet Plusnet  
Been with plusnet, second year internet speeds went down hill and frequent loss of connection despite being next to router and internet. Lost both the landline and wifi today, have tried to call in the morning, couldn't wait longer than the 32 minutes I was on the line. Decided to try again at 6pm, was advised by the wait was 15 minutes as lines are busy. Waited another 35 minutes before giving up. Will be switching to a better provider. I decided to give them a go 2 years ago from good reviews and trust but I give up with them. Don't have enough staff, don't prioritise customers. Not worth paying lower prices for the time they make me waste. Don't have time for broadband and landlines issues. Plusnet maybe a couple of years ago, but now Plusnet you didn't do me proud.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Basingstoke Plusnet  
We have been with plusnet for 18 months and have had no problems at all. Good speed, no drops in connection, great customer service.

Just moved to a new house and at the same time we reviewed my plan to an even better one with a discount.

Customer service is always really good and great that they use an 0800 contact number.

Internet is always on and always works with no messing about - that's all we need and that is what plusnet provides!

Would definitely recommend.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Basingstoke Plusnet  
Slowest of the 3 fibre providers I've used, regular faults in service too, very hard to get hold of customer services
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Basingstoke Plusnet  
Good dishonest broadband from Yorkshire, and the worst customer service I have ever come across. Overcharged from the word go , line rental increase within a couple of months and now hidden cessation charge added . Good riddance to the crooks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Basingstoke Plusnet  
Broadband is terrible, cuts out all the time, customer service is awful, they say they will ring back, they don't, then send you a video to watch!! Makes no difference, They have ME trying everything to make it work, but nothing...over 12 months if terrible product and service which they still charge me for... The BT sub-station is 10 foot from my property and I am in the same room as the router?? And I am outside using my Tesco mobile to connect to this!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Plusnet  
Dreadful line speed; varies from about 0.28Mb/s to 15Mb/s during the week without any changes on our part. Plusnet are unable or unwilling to sort this out. We are now involving the help of our MP and the Ombudsman. This company was once good, but now are terrible. Thank goodness I'm with Zen for my business.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Plusnet  
Very disapointing, cannot understand why they seem to have reasonable scores for customer service etc. Suppose many other ISPs are even worse. Just spent one hour on phone to technical support and eventually got back on line, mostly by undoing what the previous technical advisors had told us to do, eg "stick a pin in the reset button, if it restarts then wait 3 days to see what is really happening", or else, "just wire it all up with an ethernet cable" [we are paying £39 per month for a wireless service!]. Looking for an alternative ISP but they all seem as bad as each other.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
BATH Plusnet  
Do not consider Plusnet. There recent network changes have been a disaster. There are thousands of disgruntled customers ( look at trust pilot 1/10, 1500 reviews!) . the speeds are slow, no chance of streaming TV and customer service diabolical... Look at the stats typically 100 mins to answer calls. A few years ago they were OK...no they are absolute rubbish. AVOID...you have been warned
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Plusnet  
Upgraded to hub one. Now BBC iPlayer impossible to use..drops connection every 5 mins. Plusnet customer service is abysmal. At least an hour either by chat or phone..sometimes 2-3. And then all they want to do is charge an engineer ... An upgrade that is useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bath Plusnet  
Started well but then ran into problems with speed and drop outs.
Eventually got a new router but issues continue.
Their support teams are useless. Never reply or just lie.
Steer clear of them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bath Plusnet  
Been with plusnet on and off since the golden years of dial up. Since bt took them over the service has gone downhill. Never again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bath Plusnet  
If I could give 0 stars I would. Impossible to stream broadband for 3 months now. Customer services are rude and put phone down on you after wait times of over an hour . AVOID at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Plusnet  
I have had intermittent broadband service and poor phone reception for weeks. I have had three engineers round who cannot resolve the issue. All Plusnet do is to try and deflect the blame to Openreach. If Plusnet run their service using Openreach, then it is Plusnets responsibility to coordinate Openreach resources to fix the problem. Poor service.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Bath Plusnet  
Appalling customer service and attitude. I signed up with PlusNet when I moved into a new house in a rural location so cable was not an option. From the outset I found their service poor:
- lost a days holiday due installation appointment not kept; was told it was an automated 'service' and I didn't need to be in.
- very little in way of apology for wasting my time, poor attitude form person I finally managed to speak to. Offered £5 (!?) compensation for the inconvenience
- impossible to get hold of customer services; put on hold for mins only for the call the be cut off, no matter which number I called
- no option to contact them via email (really? in 2020??)
- in order to cancel my contract I had to write to them by recorded delivery, the cost of which I had to bear
- when asked why I was leaving I told them partly due to terrible customer service and was met with a dismissive attitude and only to be told 'its all very well you say we need to employ more staff but its takes 6 months to train them'
- when advised I was moving to a faster internet provider and that sometimes had buffering streaming to my smart TV was told that it wasn't possible to use a smart TV, even though I had been using one with their service for 3 years! Again tone of member of staff was rude and dismissive and treated me like I was a bit stupid. They don't listen
- finally to top it off, I cancelled my direct debit when terminating my contract, which I advised them of. I have today received notification that they haven't been able to take payment of £4.52 for the settlement of my account and if no payment made within 14 days they will refer to a debt collection agency!!??

AVOID, TAKE YOUR BUSINESS ELSESWHERE
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bath Plusnet  
Horrible customer support cant even get in touch with them ! My internet drops randomly without any reason,sometimes I don't even have internet at least 30min. I'm so disappointed. Not Recommended
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bath Plusnet  
All of your worst nightmares. Beware of switching. Broadband worked reasonably well with Sky but since switching no TV, computer, wifi in house. Plus net detected a fault on the land line. BT and therefore not our fault. How often do providers seek to blame somebody else. It was absolutely fine the day before and the month before that and the six months before that. Why did I switch - I was promised seamless transfer, slightly faster speeds and marginally cheaper service. Deep regret.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bath Plusnet  
Plusnet broadband was reasonably reliable but as soon as things go wrong, they are shocking. Customer services are dreadful. On the phone to them every day pretty much for the last 14 days as my internet is down. They keep saying they will ring back and don't so I have to keep ringing up and can be on hold each time for up to 40 minutes only to get another 'We'll ring you back tomorrow'. I would NOT recommend them under any circumstances.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bath Plusnet  
Have been with Plusnet over 10 years and have decided to switch to fibre as this is now available at local exchange. Was told I would be switched on 18 August now it will be on the 31st August also not told of capped upload speed of 2mb which is reported on various forums unless you pay a premium price for 20mb something which was previously included, had I known at the time would not have switched and gone elsewhere. Tried contacting customer service this morning with a wait time broadcast of 45 minutes, how they are allowed to advertise customer service on television advertisements as been the best thing about Plusnet beggars belief, it's about time the advertising standards Authority looked into these claims.
Bath Plusnet  
i joined plusnet before BT bought them out and they were fine , since BT the service is garbage slow speed on both home and workshop 5 miles away so cant be pc fault , what have plusnet done , nothing , and good luck trying to get hold of them without having to wait 40 mins
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
batley Plusnet  
Appalling customer service . I have just been on hold for 50 Minutes. Not the first time recently. Generally 30 minutes and then cut off.
Forget Plusnet.
  • Satisfaction
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
battersea Plusnet  
Still no broadband despite getting emails saying its now active. Two week after my go live date. Now told its another 5 days before it goes live. Been lied to by the support staff who tell you they will ring back but never do. Wont discuss compensation and they have not joined the automatic compensation scheme so I will have to fight for it. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Battle, East Sussex Plusnet  
We were originally with Talk Talk when we signed up with Virgin to get a better deal. However, despite several texts from Virgin confirming they would be attending for the installation, no one actually turned up! Were very annoyed especially as my husband, who was very ill with the flu at that time, spent the day moving furniture, taking stuff off of wardrobes etc., so that they could run the cables. Decided to stay with Talk Talk who informed us that it was "too late to cancel the cancellation" and disconnected our broadband and telephone line the next day. Bit annoyed with Talk Talk and Virgin so signed up with Plusnet. Very smooth from start to finish. They reconnected our phone line the very next day. Had to wait a couple of weeks for fibre optic broadband to be installed as they were fully booked, however, on the day of the installation the engineer (who was very nice) turned up at 8.00am ringing beforehand to say he was on his way. Throughout the 2 week wait for the broadband we received regular texts and emails with updates. Since having the service installed we have had absolutely no problems with the broadband or telephone. My only slight niggle was that I had to ring them a couple of times (once to get the caller display added to the phone and the other time to confirm they would still be coming to install as Virgin made me a bit paranoid)and had to wait about 50 minutes on one occasion and about 35 minutes on the other before I got to speak to anyone. However, as the calls are free I just got on with my life whilst having the phone on loudspeaker. Once I did speak to them, they were very pleasant on the phone and actually sounded like they knew what they were talking about. All in all I am very pleased with their service and would definitely recommend them.
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Beckenham Plusnet  
I joined plusnet mainly because of their good customer satisfaction about 2 years ago. I am afraid they are now rubbish. I have been trying to get through to customer service over a week now. I often give up after waiting for over 30 mins. Repeatedly using the storms in the Uk as an excuse for their inefficiencies. I am afraid Plusnet sucks. Looking for another provide!!!!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Beckenham Plusnet  
I can only echo every bad review. When after 30 minutes plus to make contact they will tell you anything to get you off the line and then you find out once again it is just a pack of lies. Advertising standards should check their adds as they are totally misrepresentative of the service they give.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedale Plusnet  
Plusnet / New Call Telecom - the epitome of FALSE ECONOMY - you'll be attracted by their offer of cheap broadband... However, my experince from that point on has been nothing but pure disappointment... It took them over a month to send a BT engineer to my property to work out there was a fault on my line - cue huge bills from having to surf the web at coffee shops or on my 3G phone... In one month I went over my download usage limit - I was asked to pay 50% (immediately by debit card) of the capped over usage to clear my account - which I dutifully did. How annoyed I was then to next month receive a Direct Debit from my bank account of almost £100 - equivalent to approx. 6 months of what I would expect to be billed. It transpired that despite the previous call where I was informed of the over usage and I cleared the account AND asked for my download limit to be increased to 'unlimited' they had only succeeded in taking my payment by debit card - they had not in fact increased by download limit to unlimited, NEITHER had they allocated my payment - meaning I was in effect being double charged for something which should have not been allowed to continue.
As I type this a month has elapsed, countless hours of phone calls and promises made which appear to come to no fruition when the promised refunds fail to materialise in my account. At the last call I have just made I have been promised a full refund into my account NEXT month - but I hold no hope - it's been promised before and not happened. My money is still with the company - in effect being held to ransom - all the while they continue to extract monthly direct debits without sign of recourse. In a nutshell I've overpaid at least 3 times what I thought I was going to be billed (to date) when I first took out the contract. If i were you I'd go for one of the big name reliable companies that won't leave you more out of pocket than you thought you would be.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Bedford Plusnet  
This company are so simply not worth dealing with . Their customer service skills are appalling and they only know the reply to your query as being "you have agreed to the contract " funny that as you cant try their product before paying. They have messed up all the DD mandates , sent letters requesting payment , restricted services yet they had taken the money. After this contract has expired will never use them poss because part of BT that may be another negative too.
Customer services well that is a joke they never call back and even the senior management never return calls maybe that there is indeed no senior management anyway? Quite simply they do not do what the say , never return calls and simply run a managed list of quotes off a calling sheet to deflect the issue and absolve themselves of any responsibility to the customer . hope the loose the business and go bang . I would so definitely recommend Vodafone never had a issue
  • Reliability
    3 stars
Bedford Plusnet  
Been with plusnet since August,had the tv didn’t work properly after me messing about trying to fix it they sent a service guy.you have to much signal strength,didn’t know you could have that .he fitted 2 attenuators and was gone in a flash didn’t sign any paper work.but the picture still kept braking up,so I told them to take off the service cost me £65 for his call out plus £27 early termination.after 23 years with cable tel/ virgin this companies service is cheap and there’s a reason that,be very careful in moving to them.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Bedford Plusnet  
They say that you get what you pay for but, even though Plusnet are relatively cheap, they manage to underachieve as a low cost provider.

World's clunkiest email "service" constantly crashes and, even when it is working, it is unbelievably slow.

Don't attempt to contact "support" unless you have hours to spare and want to be palmed off.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bedford Plusnet  
USELESS... USELESS... USELESS... One star for anything in the rating is faaaaaar too much... They are guilty of "Breach of contract" continuously... WHY ARE WE NOT PROTECTED FROM SCAMSTERS LIKE THIS!!?
I wrote to Karen Brocklebank-Lambert their Head of billing to stop wasting my time and just send me a summons to court!... we can let the judge decide... SHE CANNOT READ!...
She now sends me a letter telling me I owe them £42 and she is employing debt collectors!...
THE TAX PAYING PUBLIC NEEDS TO BE PROTECTED!
Bedford Plusnet  
Intermittent and having checked my broadband speed it seems to vary between 2 and 8 but more often the lower applies
Bedford Plusnet  
In my honest opinion. Trying to be totally fair. Sky gave me better performance and support was just as good as Plusnet. To sum up my plusnet experience in one word.
Rubbish. Yes total rubbish
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Bedford Plusnet  
Appalling support.
Opened a slow connection ticket in Dec 14, its now Feb 15 and nothing has been fixed, they blame BT who say there is an issue but they can't find it and that' all they can do!
Ticket goes unanswered for weeks at a time despite being chased by myself.
Avoid Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedford Plusnet  
Was connected on time for Christmas customer service updated me every step of the way so far so good.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Bedford Plusnet  
This company should use the motto of "We do you over proudly" There service is awful and there is absolutely no customer service or ability to deal with any complaint or issues what so ever. I would rather walk five miles to talk to someone in person than use their rubbish service avoid at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedford Plusnet  
ONE STAR IS FA A A A R TOO MUCH

---2015-7-08---
Called them to complain...AGAIN... about their useless ISP service...

Call lasted 37m41s on my cellphone!...

RESULTS!... TOTAL WASTE OF TIME!...

Called a couple of times in the past few months...
Expected call waiting time is ALWAYS at least 15m...
I believe it is kept at this so people will just not waste their valuable time waiting for them to answer... (crafty plan?)

Then they ask you you a tring of annoying questions
"Just to justify they are speaking to complainer!!"
Yes I am spending 31minutes 41seconds mobile time because... well I've got nothing better to do...(while my ISP is not working)

Then they make me go through all the technical connecting, disconnecting, changing routers and telling me to move my original router to the main telephone box to check it there (which would involve a lot of office furniture moving)
and if I don't and they find a wire fault somewhere...
I WILL HAVE TO PAY THE CALL OUT!!...

THEY told me, about 2 months ago to move it in the first place...(didn't offer to pay me for my time and professional services)...

WHAT THE HECK DO I PAY A MONTHLY SUBSCRIPTION FOR!???...

I signed a contract stating that I would pay Plusnet a certain fee each month if they supply me with uninterrupted bandwidth 24 hours a day for each day of the month...

I am paying... FACT!
Plusnet is NOT SUPPLYING!... FACT!
"Breach Of Contract"... I certainly think so!...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedford Plusnet  
Promised a reward card, not received. Called to enquire, I was told it was unavailable, my fault and there is nothing they can do. Absolute scam!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedford UK Plusnet  
Avoid if you are on a long line. Had years of reliable 3Mbps+ service from Demon Internet when I changed to Plusnet (for unlimited downloads). After six months is started dropping out with "LCP down errors". Two Openreach engineers and eight ADSL modems later I can hold onto a 2Mbps connection. And now it is costing me £30 to cancel this rubbish service (our village has been forced to organise its own internet provision).
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Bedfordshire Plusnet  
Avoid at all costs! Changing from a By fibre line (60/17Mbps) to Plusnet saw my speed drop to 37/10. After 10 days of contacting customer services, they managed to get to 40/16. However, they still cannot get me to my minimum guaranteed speed, never mind the speed I had (on the same line) as BT. This is now week 4 of contacting them. Customer service reps are very polite, but the resolutions just don't happen. Will be leaving ASAP.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    2 stars
Bedfordshire 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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