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)

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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've been with Plusnet for years, I mean many many years now, and until now I was a happy customer. Even when they cut off my neighbour by mistake in my previous property, which delayed my broadband connection even further, I still liked them!

I don't often post negative reviews unless a company really get's my back up. And whilst I've had many a happy year with Plusnet, they've recently managed to irritate me over a quibble of a cancellation fee. It's sad that I never reviewed them when I was happy with them, but needs must.

I honestly think Plusnet customer service is slowly getting worse. Years ago it was impeccable, but possibly since BT took over the reins things have started to take a turn for the worse. You see I cancelled my old broadband/phone package mid-July and we agreed it would end 2nd August. It was a piece of cake to cancel, and I didn't feel pressured to stay in the slightest - which is good - but at the time I got no mention of the dreaded cancellation fee. Now was that because I mentioned I was probably going to sign up again? I don't know, all I know was that If I wanted to transfer my service from one house to another, they weren't going to offer me any deals, yup absolutely NONE! So after weighing up the options I decided to cancel so I could sign up as a new customer and take advantage of their current deals, and at no time was their ANY mention of that cheeky cancellation fee. In fact, he made out that my standard monthly broadband/phone fee was the last I would be paying.

So throughout August I started to receive a load of emails and texts from Plusnet claiming a random fee of £19.30 is due, I quote: "To avoid any restrictions to your service", ummm, but I cancelled it, so you should have restricted it when you said you would, by cutting it off!

So I took a look at their website as I thought it was all very strange, I even discovered the cancellation fee section, but the figures on the site weren't matching the figure I was being quoted, so surely it can't be that?

So today (1st Sept 2016) I finally called them up. Their representative confirmed it was indeed a cancellation fee, but he couldn't tell me why it had been apparently discounted. Perhaps it's a loyalty discount he said, seriously, do they not keep track of what's going on (although I'm guessing from my need to rant that they don't).

So I tell them to listen back to the recording of my initial conversation when I cancelled - we all know they record them after all. I explained that there was no mention ever made. He then went off to speak to the powers that be, and came back and gave me the ultimatum that got my back up, "if it's not paid they will take action and cancel my new account." At no point had I said I wouldn't pay, I was just querying what it was, why it wasn't the standard cancellation rate, what on earth was the discount (even though secretly we all love a discount), and can he just confirm that it was ever spoken about.

Anyway, nothing like a subtle threat to get you weilding your credit card. We all know the world is our oyster when it comes to home broadband. It would appear the toss up I had between Vodafone and Plusnet ended up with me signing up to the wrong company. We all know it costs a company more to attract and sign up new customers than keep the old ones happy, but obviously Plusnet like to make things challenging for themselves. So, if you're signed up with Plusnet and want to cancel, make sure you record the conversation to protect yourself as if no mention is made of such a fee you'll have covered your back unlike me.

Oh and lastly, Plusnet if you read this, you need to change your recorded message, because it explicitly says you WON'T take payment over the phone, and yet your representative wasn't aware of that as he happily took my money over the phone! Oh dear oh dear
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Bedfordshire Plusnet  
please do not touch this company with a barge poll. I ordered broadband and telephone service on 26th July. I had to pay for this privilege. 8th August this was meant to go live. The router was only dispatched Thursday. I still haven't received it. I spoke to the supervisor and he said he would order me another one someone has checked the notes and it hasn't been done. 12th August I still haven't received and they just don't care
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bedfordshire Plusnet  
Absolutely terrible say you can join online yet they take your payments then say you don't have an account with them and have to wait days before getting your money back got passed to god knows how many departments would never ever use these again
Bedlington Plusnet  
The worse broadband supplier I've ever been with. Billed for a fibre service I didn't receive for 2 months, plusnet disconnected me to fix a line fault and gave my fibre line to another customer and told me I would have to wait 2 months until more lines were available.

Plusnet also managed our switchover from sky.... they failed on this part too as we were faced with letters threatening court for not paying our last 3 months of sky bills, when we were no longer sky customers.

Customer service is an absolute disgrace, hold times on phone are 40 in+. I am sick to death of being fobbed off and told different nonsense by each of the multiple engineers that have attended to fix a fault that we have had for 6+ months, that still has not been rectified. Also extremely annoyed at plusnets rules on not being allowed to be connected through to a manager when you have a complaint. I have been promised so many call backs but often have to call again and chase up my callback from a manager.

Avoid this company at all costs, they certainly do not have thir customers at heart.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Beds Plusnet  
I can't fault them. Changeover was no problem and efficient. Easy to contact if necessary. Hope this all continues. No reason to think otherwise at moment
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
BEDWORTH Plusnet  
was very happy with Plusnet up to 2 months ago, now i can not watch anything online. pages keep crashing, has got so slow and unreliable. as for getting in contact with them, easier to chat to God, canceled my BB with them and have now gone elsewhere. just 3 weeks of their rubbish service till new BB starts up. roll on the 1st of October
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Belfast Plusnet  
Appalling service! Left with no broadband for 2 months..
Anytime I tried to call them I was sent to this person and then that person having to explain multiple times. I called 1 May to disconnect my broadband this I found was not done so I called again in June they then demanded I pay a months bill even tho they did not cancel it was instructed to.
I was called a liar harassed & sent threatening emails about
Adding more moneys on to a bill I should never have been sent in 1st place. Company is a joke. Save yourself the time
& money & go else where.. the broadband froze and we lost days were we couldn’t even watch tv. I called to complained nothing was done. A bunch of imbeciles.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Plusnet  
Absolutely terrible experience with plusnet. I was told that I would receive £75 cashback upon signing up with plusnet (on a recorded phone call). After signing up and FIVE phone calls over the space of 3 months plusnet kept insisting that the cashback cheque would arrive soon. After this I began written correspondence and they began to claim that I had signed up online and there was no cashback offer that I was eligible for (effectively accusing me of lying). I replied that this was not true and sent a list of dates & times of all phone calls, requesting that as they were recorded conversations I wanted them to be listened to otherwise I would be referring the case to Ofcom. Someone got back to me a few days later to apologise and say that after listening to the phone calls my cheque was in the post. To have to chase this up for 3 months and then be accused of lying was infuriating and exhausting and all-in-all a terrible experience in terms of their customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Belfast Plusnet  
If you have a problem this is where the problems start. The customer service is poor. Many times it is almost impossible to speak to someone unless you are willing to wait on the phone, waiting times of up to 30 minutes is not unusual.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Belfast Plusnet  
charged me paying by card because they chose not to take it by Direct debit.
Speed/ reliabilty was real issue.
Now that iv left them and another broadband company is using the line, PLusnet is still taking a monthly payment from me!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Plusnet  
Terrible ISP, told our broadband would be active within 7 days... 2 weeks on still waiting!! Takes over 20 mins to get through to an advisor or aren't properly trained, give you false information and are quite rude! Would not advise joining as we are planning to leave as soon as contract is up!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Belfast Plusnet  
This has to be the worst company in the UK and beyond for customer service. Attempts to contact by phone and online chat were unachievable. Not sure how I am expected to transfer my service when I move house. May have to resort to a letter by post which is ironic given this is supposed to a TELECOMMUNICATIONS company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Belfast Plusnet  
DO NOT touch them with a barge pole ! You will be wittling spoons forever.
From initial contact, received the router in two days. After that all downhill, never actually used their broadband and went back to my reliable TalkTalk service where issues get resolved straight away and don't get logged and never answered for days on end !
  • Customer Service
    2 stars
Belper Plusnet  
Been with plusnet for a couple of years after having a terrible customer services experience with BT. Had a fault with my internet and expected nightmares to contact plusnet. Phoned through on an 0800 number and spoke to a English speaking assistant. They tested the line, found a fault, sent out an Engineer to resolve which was all done in a few days. I was constantly updated with the progress and would highly recommend Plusnet.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
BENFLEET Plusnet  
Utter rubbish, after complaining my broadband was slow they agreed to send an engineer out only if I agreed to a £60 charge, even though they told me there was a fault on the line. My broadband is still slow and sometimes does not work at all. They trap you with an 18 month contract and then supply you with a sub standard service. They are unprofessional and actually run a complaints department on Facebook!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Benfleet Essex Plusnet  
No complaints at all. Speeds above those promised. Friendly well informed customer service people with Yorkkshire accents I can hear well and understand. These guys rock.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bentham Lancaster Plusnet  
The start with Plusnet wasnt the best but a complaint receved prompt attention, from courteous customer services.
I think they have now cracked it! and all seems well.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Berkshire Plusnet  
The initial contract was acceptable despite the router being feeble. At the end of the first contract the fee was increased by 80% with no warning.
I left immediately
  • Speed
    2 stars
  • Reliability
    3 stars
Berkshire Plusnet  
We recently moved and signed up for Plus Net on the 12th of January. Every Friday since that date they have claimed our internet would be ready to go, this was clearly a lie to keep us hanging around. They won't talk to me claiming they can only speak with my partner, he has tried to make me an authorised caller, but this process takes weeks, Now they are saying we will have internet by the 13th of February, but I'm assuming this is a lie as well. I wouldn't sign on with this company of incompetent liars!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Berkshire Plusnet  
The quality started decreasing about a couple of years - to literally dreadful and unusable now - with totally useless service support
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bermondsey, London Plusnet  
Appalling treatment of a customer who had been loyal for 18 months. I asked for a fibre upgrade before we moved into our property that had been occupied previously by a friend, with Plusnet ADSL working ok. Fibre ran at half minimum speed during the 10 day settling down period. Advisers could not improve on this.
Then, the day that they were supposed to bring across our previous phone number, they messed that up, leaving us with no broadband at all for (so far) 20 days.
Twice they have promised to get us back up and running with ADSL as it’s quicker to set up than fibre, just to get us something, as my wife needs it for work; and twice someone has overruled that and reordered fibre. We are currently expecting to have fibre in another 10 days, meaning we’ll have had no Internet for well over a month!
I formally complained and have had no response. I have asked 3 times for an update in the last 5 days with no response so I had to ring them again. It’s hard to pin down an individual to discuss a complaint.
Do yourself a favour and avoid this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bexhill Plusnet  
Had high hopes but I can't wait for my 12 month contract to end so I can swap. Speed is soooo slow and forget trying to watch a film without the annoying circle appearing!

I hate to say this but the broadband from Talk Talk ( who I swapped from) was better!
Bexhill Plusnet  
Server keeps crashing, very slow when usable but regularly times out due to extremely slow speed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bexhill on Sea Plusnet  
Poor unreliable slow service with difficult to contact and robotic customer service agents. Would give zero stars if an option. Transferred to Plusnet BB 3 months ago. 3 faults since each lasting several days. No BB faults in previous 11 years with BT using same exchane and line. Awaiting new router, due in several days BEFORE they will consider sending an engineer. AVOID this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bexley London Plusnet  
I have recently stupidly renewed my contract for another year with Plusnet paying for the years line rental in advance. The speed has got worse since then. I am now down to about 1 Mbps and at times even lower so that no webpage will load never mind trying to load iplayer or download films. The tech staff keep telling that the problem is that my line cannot cope with higher speeds on the dsl line yet neighbours get much higher speeds on the same line! I used to get higher speeds when I lived in rural Devon. This company may seem cheap compared with others but you get a slow speed that you cannot do much with. Don't be fooled by the estimated speeds they tell you. After you ve paid they tell you the real speed and they don't guarantee any speed for WI FI!! Look elsewhere for a broadband provider.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Bexleyheath Plusnet  
Absolutely atrocious service. Every month for the last 6 have had an erroneous bill in their favour, necessitating calling them, min 15 minute wait. Always promising to correct but never do, don't think they know how! Can't wait for contract period to end.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
BH23 Plusnet  
Unable to comment on broadband speed and reliability, because the company have not been able to send me my modem yet - 2 weeks after ordering, and them telling me on the phone that modem will arrive 'over the coming days'. Dealt with a dreadful salesperson on the phone, who spoke faster than one can understand. Tried ringing today regarding the modem - 30 minute waiting time. Emailed cust service - email bounced back as they don't accept them. Not impressed so far.
  • Satisfaction
    1 star
  • Customer Service
    1 star
bham Plusnet  
I have been with PlusNet for a number of years. At best their service was indifferent and patchy but in the last two months it has dropped off a cliff. You have to wait ages for technical support which is no help at all and its hard to see how customer services could care less than they do. Then to add insult to injury, they want to charge you £30 to leave them. They are a shambles and an utter disgrace. My cat would provide a better service. Go with anybody else - these guys really are the bottom of the barrel.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Biggin Hill, Kent Plusnet  
I decided to move from Plusnet to BT because of slow Internet speed and Customer Service, particularly now that you could keep your email addresses despite changing providers. I changed over from Plusnet to BT and Plusnet instead of making the necessary detail adjustments for continuation of our two email addresses with BT, just cancelled our account. On contacting Plusnet, and having been passed around and told that I couldn't keep our email addresses, I spoke with a Manager who said it was correct, you can change provider and keep your email address. She apologised and said she would arrange for our email addresses to be resurrected and that it would take a couple of days. After some five or so days of not having any emails coming through I contacted Plusnet who advised that resurrecting a cancelled account cannot be done and as such I have lost everything. Hence my new email address and I am still making contact and trying to make contact with all the people and businesses and authorities that communicate with me via email. Nightmare! Plusnet's commercial - .......NO PROBLEM - for me is the biggest lie on TV. If you use Plusnet hope for the best but PLAN FOR THE WORST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Billericay Plusnet  
A victim of their own success! Initially speed OK but still slower than advertised. Now my download speed varies from a miserable 3 meg to 10 meg and unreliable. Calls to speak with them now on hold from between 10 and belive it or not...35 minutes. I will move as soon as the contract expires.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
billingham Plusnet  
Absolute disgrace the broadband is non existent the customer service is just as bad, all they want to do is get rid of you. The service was so bad that after only 8 months of using them we got rid, at a cost of course!!! If you contact and say how bad your service is, all they will do is try to get you to take fibre broadband at a higher cost and starting another 18 month contract. I told them NO, am now gonna try Virgin, better deal, more options AND cheaper than their fibre broadband. My advise....... AVOID PLUSNET AT ALL COSTS.
If it looks cheap then there gonna be a catch..... And there was....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bilston Plusnet  
Still 'on hold' now & it's been 19 minutes, how this company gets such good reviews I have no idea, broadband is terribly slow & we cannot upgrade as there is no room on the exchange, I guess they're owned by BT so why I thought they'd be better I have no idea
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Binfield Plusnet  
Switched from BT due to spiralling costs. Was dreading the switch and all the problems we might have but it was seemless and stress free. Regular updates by text and email. From Plusnet.Have not had any issues so far. Broadband speed same as with BT. Really pleased we halved the cost of broadband with no noticeable issues.i would recommend Plusnet ......
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bingham Notts Plusnet  
Signed up for Plusnet phone broadband. About three months later I informed Plusnet I was moving to a brand new home. Next door. Nearly a month later still no broadband. It was turned off old property because that was the date they gave me for new property turn on. They have put the blame on me for not informing them that new property has no phone point. I had no idea it wouldn't have, obviously neither did Plusnet. They very kindly informed me that as a goodwill gesture they won't charge me for the month I haven't had any broadband....FANTASTIC GESTURE!!!! Still no broadband. Due to go on on the 24th. Cancellation charge £116 so will have to wait a month or so before I cancel and go elsewhere. High up on my list of bad companies
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
BINGLEY Plusnet  
The absolute worst company I've ever dealt with. Both my partner and myself changed to them at the same time. We both agreed to a one year deal but it was for 24 months when we got the contract through. When I phoned they were really disrespectful and rude and arrogant. The broadband is very slow and we get regular messages saying not connected to Internet. Can't afford to cancel just yet cause I'm not half way through contract but can't wait to get rid of these rogues
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Bingley. West Yorkshire Plusnet  
My contract with plusnet has just run out so I came to this site to look at alternative providers. In the 18 months I have been with plusnet I have had no reason to contact customer services. Service has been consistent and uninterrupted. My family have a multitude of devices and all online together, no problems. i find the speed sufficient says 58mbph. Was looking to save money by shopping around but now not so sure
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Birchington Plusnet  
used to be good for about a year, now since moving to unlimited, the speed is unusable
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmigham Plusnet  
How Plusnet advertise itself as being awarded "best customer service" is a joke. The company has obviously grown too quickly and are unable to manage- avoid at all costs- shambolic with an average wait time of 20 minutes. Suggest they start employing more people and remove the dishonest and inaccurate 'best customer service'strap line.
  • Satisfaction
    1 star
Birmingham Plusnet  
On a number of occasions recently our router which is only a couple of months old has randomly reset itself and I asked Plusnet to send an exchange unit to sort the problem out. The response was to suggest I find another Plusnet user and test the unit myself on their line as until I could categorically prove it was the router they were not prepared to help. Probably the most unhelpful customer service experience of my life and no wonder they get such poor reviews. Pity 0 stars is not an option.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Birmingham Plusnet  
My average speeds obtainable are between 1-2Mbps. Often I am receiving less than 1Mbps. Also regular outages. (No point showing an online map of where outages are if your customer has no internet!)
I chose Plusnet because I thought it was supported by BT - either way it's just not reliable.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Birmingham 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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