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

Reviewer Location Reviewing Date Ratings
We switched to Plusnet around three years ago onto a usual broadband contract and had no real problem. Then we ordered their fibre service and oh my god what a mistake, it is seriously bad.

Some of the rooms in the house have zero internet and the ones that do get drop offs every few mins. The router is a really cheap nasty thing that isn't fit for purpose in my opinion.

Contacting their technical department is a complete waste of an hour waiting to speak to someone who when they eventually answer read through a scripted load of ***** about how to improve your speed/connection. The router is where their engineer sited it.

The speed we get is half of what we pay for. It really is terrible.

Oh and they are actually owned by BT.

Our contract ends in two months and it can't come soon enough. I wouldn't stay with them if they offered it free.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Blyth UK Plusnet  
I've been with Plusnet for 18months and I'll be honest the buffering and issues with routers have been constant. I had one failed router which I had to prove with a known good router before they would replace (difficult if you dont have one). Generally an average service. The cost comes at the end of your contract, dont expect to renew for a good deal. Currently they offer 27pm with £75 cashback for new customers. Best you will get on the phone is £33pm for 24 months and no further incentives. Given the average speed has been 20mbps below the advertised and it drops out frequently I've decided to move to EE. After cashback (100) its £21pm for 18 months, reviews suggest their equipment is superior also.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Blyth, Northumberland Plusnet  
Having to wait for 6 days for someone to do something is not on.No phone and no Internet.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Bodmin Plusnet  
Lost connection to broadband just before Christmas and called the support desk - queues of over an hour! Had to get onto 4G on my phone to try to log a call and was told by the support person that I had to check the line so whilst I was doing that on my phone he logged off because I had been gone too long! Had to queue up all over again. Am now changing supplier but have had to ASK plusnet for a rebate on the week that I had no broadband. Absolutely rubbish service and broadband is now so slow it's practically unusable.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bognor Regis Plusnet  
Such a waste of time. Poor connection speed, very slow internet, poor customer service. I was on hold for an hour to be told it is what is and nothing they can do and if you leave you will owe us money. Stay clear we should have stayed with sky.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bolton Plusnet  
If I could give zero stars I would. My connection cuts out every 30 minutes. Plusnet told me it's because my router is nearly 6 years old since that's how long I have been with them. But they won't replace the router unless I pay £40 plus P&P. Or sign up to an 18 months contract at a higher price than newer customers. The connection is non-existent, the customer service terrible. Why would I sign up for a product that doesn't exist most of the time? If you want a perpetual headache, Plusnet are the company.
  • Customer Service
    1 star
  • Speed
    1 star
Bolton Plusnet  
plusnet is the worse broadband i have ever had. I have had so many connetion issues and speed problems. To be honest not really bothered about speed if the internet even worked properly. The customer service is even worse. They cant admit the problem is on their side and keep telling me to restart the router and so on. They try to make excuses their might be inteference. Never had any issues with my previous isp which was talktalk, no inteference there. When I contacted customer service they replied saying thats what you get with a value cheap broadband. Contract finishes in may anyway so cant wait to leave this rubbish isp.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bolton Plusnet  
Don't use. Worst service ever. Customer service so rude making out that it customer problem. Cancelled internet n pH instead of moving us. Delay after delay with rude staff. Not resolved nor do they care. Wish could give zero not one star
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bolton Plusnet  
Absolutely disgusting company disgusting customer service only had it 5days does not work called to cancel over 1 hour on phone passed from one person to the next now want a cancellation fee even though I’ve paid for 1 months supply would never recommend to anyone
Bolton Plusnet  
I applied for a broadband service becauce mine is finishing end of july . the price quoted was around £18.00p/m they tried to take out £65.00 , when i rang them answar was that was a mistake it should be £17.00still getting email for 65.00
i wanted to retain same number but they tried to give new number THIS IS MICKEY MOUSE COMPANY TRY TO STAY AWAY FROM THEM . got a letter from them to day seems like they employ temp staff all they want to make their comminsom and stich customers they give wronge imformation to would be new customers
  • Satisfaction
    1 star
  • Customer Service
    1 star
bolton Plusnet  
I bought plusnet over a year ago, when I moved to a new address and my old ISP didn't supply there.
I'm paying for 80mbps down and 20mbps up; and I was getting those speeds for a little over 6 months, after that, they've throttled the line speed down to 66/19. I didn't make a big deal out of it, as a "fix" would require an engineer visit, and I don't have the time or willpower to listen to complete bull**** they'd have to say.
The speeds kept creeping lower and lower. Today they've hit all time low; 180MS, 4.19mbps down, 3.57mbps up. I'm paying over £40/month for this? This is complete bull**** and complete scam. I tried contacting the online support staff, but it seems there's never anyone there, as I'm waiting in line for over an hour.
To be clear, I'm getting marginally similar download, upload and ping on 4 smartphones, 3 laptops and 3 PC's. I tested every device(except the smartphones, those were only tested on Wi-Fi) on CAT6 ethernet wires, CAT5 ethernet wires, 2.4GHz Wi-Fi, 5GHz Wi-Fi and USB connection. I used the main telephone socket, and the secondary socket, too. The difference in speeds and ping is marginal(less than 1mbps)
Plusnet dared to say it's my hardware that cannot handle the speeds; but I beg to differ. The laptops are HP ProBooks from 2015-2016, MSI Gaming laptops and an Asus ROG laptop from early 2017. My PC's are i7 4790k on a gigabyte z97x sli motherboard with a 1gbps wireless card and intel gigabit card built into the motherboard itself. The other PC's are a Ryzen Threadripper 1950x, and an i7 6950x; all using gigabyte motherboards, all have gigabit wireless and LAN connections. The smartphones are: OnePlus 3T, Samsung Galaxy s7, OnePlus 5T, iPhone 8+.
I built all the PC's myself, checked the phones' internals and did the same for the laptops; everything is perfectly fine, yet plusnet still has the audacity to call my hardware "outdated and unable to handle the speed" and me "uneducated on the matter" In reality, they're the uneducated ones, as I'm an actual engineer+networking engineer with all the proper documentation, university and training. I know that in reality they're throttling me down(amongst other customers) so they can sell their service to more clients.

Avoid if you have any self respect, they're vile thieves and will not refrain from calling you dumb in a nice way, whilst lying about their service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Bolton Plusnet  
I've been a customer for over a year people on the customer care line fantastic but the outreach engineer made me feel uncomfortable in my home with comments that made me frightened.
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bolton Plusnet  
I joined PlusNet as they were a fair bit cheaper than BT but are still part of the group, which I thought would be useful for answering line problems. I have had an ongoing lowering of speed problem since July. At first +net were'nt listening. After at least 4 Openreach Engineer visits they say they have found faults. Their reports are passed to + Net who show me all the BT conclusions and the report there is a good adequate signal.After a week I am back to square one with the speed. I feel sorry for +Net and put the lack of skilled effort at BT's feet.I would have the same problems with whichever supplier I engaged.PlusNet bravely try to tell us that Their Fibre broadband is wonderful but until BT are made to get rid of verdigris covered wires and junction boxes underwater or up poles with covers flapping in the wind etc instead of investing Millions and millions of £ into football the suppliers have their hands tied ,badly. I'm going to stay with +Net until it's sorted.I've been paying for a landline for 50 years and the best BT can do is 6.5mbps (if that some days.). That is my experience.

Andy Waring
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    3 stars
Bootle Station ,Cumbria Plusnet  
After placing the order it took months to get connected, with no real apology or reason. Broadband speed was very slow, they would occasionally speed it up when we complained, but generally pretty terrible, and always at the lower end of what was promised. Since they were bought by BT customer service has suffered so it is pretty poor. Just ended contract and had to pay a £130 leaving fee....even though we have plus net at the next house (apparently they can not deal with merging 2 plus net accounts together!). Overall almost as bad as BT, although customer service is at least still in UK and hasn't been transferred overseas yet....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Borth, Wales Plusnet  
Make sure you don't move in to a new house because plus net cant supply the internet and then want to charge you £155 for the privilege. Scumbag company with hidden charges. Do me proud lol HAVE A WORD WITH YOURSELVES!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Boston Plusnet  
From day 1 the service from Plusnet was appalling. A complete opposite of what they advertise.There customer service was even worse.I spent hours waiting for somebody to message me back on there messenger service(often been upto number 70 in the queue) as i could never speak to anybody in person. Quiet ironic as they are a telecommunication company!!There are far cheaper deals out there aswell- steer clear that is my advice!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
boston lincs Plusnet  
it was ok while we where with them,didnt reach the promised broadband speed ... but as i left i still was charged for another 6 months and i went threw the hell trying to get my money back!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Bournemouth Plusnet  
I placed support call on 23/12/15 since fibre download speed had dropped to zero (usually > 70mbps). Received response on 30/12/15. 7 days to respond to a service outage seems to be Plusnet standard these days.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Bournemouth Plusnet  
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bournemouth, Westbourne Plusnet  
I know the service quality aspect is determined by the state of BTs network but the wireless router supplied by plusnet was awful. However what I found most repugnant about Plusnet is their out of contract billing policy. My reasonably priced service soon became a £52 monthly charge for.... nothing. So you need to watch your bills. Of course plusnet offered a better deal when I contacted them to leave but the damage was done. Trust lost, customer lost....and never coming back. In summary poor equipment and scandalous billing practises. Avoid.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Bournmouth Plusnet  
Ordered Broadband 4 weeks ago , they have set-up a direct debit and that is it!! Bee sitting on the phone for 30 minutes and still only 4 ahead of me. I was with plus net before and switching from John Lewis broadband I am regretting this now.. waiting waiting!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bracknell Plusnet  
Decent provider customer service is quite good - do not have to wait too long to speak to someone and they are courteous.The speed is a letdown only 2.6megs aginst a standard line max of 4
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    3 stars
Bracknell Berks Plusnet  
So although I can't properly rate Plusnet broadband yet due to not having my broadband set up - hence the low ratings.
I was due to have my broadband set up around mid June, after setting up online at the beginning of the month...this did not happen... after calling them numerous times and getting promises it will be up and running the following week (each time I called)...i now won't have it running until mid August, being told there is nothing they can do.
So from the original online order, it would have taken them 1 and a half months for my internet to come on and that's if they stick to the date this time.
P**stake is an understatement!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bradford Plusnet  
There a joke wish we never went with them charged us for 056 number and didn't tell us u had to pay for them when every other companies don't charge
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bradford Plusnet  
Day 1.internet down. Half an hr waiting on phone, did checks, advised would request a check. No update.
Day 2. Advised engineer had been out half an hour after my previous day call and reported the problem had been resolved.....obviously not!!!! No courtesy call to see if it had...still no internet. Advised engineer had been booked to come to premises between 8am and 1pm. Email received to confirm this.
Day 3. 12.15pm still no engineer. Half an hr on phone waiting again!!!!....only to be told the visit had been REJECTED!!!!!!. advised another visit would be booked and get back to me to confirm.
Call back in afternoon from advisor....unable to book visit, requested to do checks which advised I had done and wasn't provided with phone so unable to see if phone line working properly. So after day 3 still no wiser when will be sorted.
Even though told advisors I am working from home and am a frontline worker (social services) there is still no urgency. Absolutely atrocious.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bradford Plusnet  
Moved from Sky in August 2018, mainly due to price and a cashback deal. What a mistake. The billing system is a complete nightmare. Billed twice for 1 year's line rental, went overdrawn. Then received 8 emails and numerous text messages stating I would be disconnected and fined for a bill that I hadn't received and wasn't due for another 3 weeks. The only saving grace is that their customer service people try their best to fix things even though their systems are absolutely awful. Can't wait for the contract to end and move to another provider. Avoid!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Bradford Plusnet  
Absolute rubbish!!! Follow on from my review last week. Still no internet. Sent engineer out who checked phone line...said no Broadband going through line and I need to contact Plusnet themselves. Informed by Plusnet they had sent phone engineer and need to be a specialist engineer. Arranged 1 for today between 1pm and 6pm. Arranged time off work AGAIN!!!! No contact message from Bt advising of appointment so rung Plusnet TWICE. informed engineer WILL be coming. Just had a call from Plusnet (17.00pm) advising no engineer coming as appointment did NOT go through AGAIN!!!!!!. WHAT A WASTE OF SPACE. DO NOT USE THIS COMPANY. Trying to cancel my package after only 1month. Surely I have a good case if they have the cheek to take me to court.
Bradford Plusnet  
Had been with Plusnet BBand for several years without issue but a few months ago speeds fell : often < 2Mbps and sometimes < 05Mbps. Took 27hours for my son to download a game! I bought a new router and recently had 2 engineer visits. Still no commitment (dates or actions)to fix my issue or offer ADSL2 despite competitors offering it from the same junction box. Going to test my luck with another provider - couldn't be any worse! Where is fibre optic - it's 2015 !!!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bradford Plusnet  
The worst company I have ever dealt with. They took the money ahead giving me the so called discount. They have shut off my sky broadband and phone line before supplying me any. Five false promises and no delivery. Hours of discussion over the phone after hours of waiting. Lots of sweet talk and no action.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bradford Plusnet  
4 months into a 12 month contract and i wish i could get away from this dreadful company. Having had broadband service without problems for over 12 years i had a brain f**t on leaving Tesco because i listened to friends telling me how bad TalkTalk was do i wish now i had stayed oh yes i do. Whatever you do please please do not join this awful company and its complete lack of any service currently my 2 tablets are at the side of the router but cant see it yet can see many other routers up to 500 yards away!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bradford Plusnet  
KEEP AWAY FROM THESE CROOKS PLS. when u purchase broadband they giv u a date and everything seems ok...a few weeks later the date changes to a further 2 weeks delay. I phoned and emailed and they say it's not in our hands! Waited for 6 weeks and then cancelled and went back to EE. They've done this twice now. Absolute rubbish service and they claims are far from the truth.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
bradford Plusnet  
I made a big mistake by signing up with Plusnet last week.

After I signed up, a relative told me I had made a big mistake. They said they used to be a Plusnet customer, but left after being told constant lies.. He told me to read the reviews on Trustpilot, and to cancel straight.away.

I cancelled over the phone within 12 hours of signing up, and I was promised that a refund of £38 was issued and I would have it it in 3 to 5 days.

8 days later and after not receiving the refund, I phoned up Plusnet..I was on the phone for over 2 hours. I spoke to 4 different people and put on hold 3 times for half an hour.

The first 2 people I spoke to, told me a blatant lie in that the refund was issued,and the 3rd person hadn't got a clue and passed me onto the 4th person.

The 4th person confirmed that the first 2 people I had spoken to had lied to me, by telling me that the refund had NOT been issued, and used the excuse of technical difficulties and said they would send a cheque instead in 10 days time!!

I refused a cheque, but he told me that I had no option.

I then received an email saying a cheque would be sent within 21 days! What a complete joke!

I have been in touch with Ofcom and my card issuer, and both have told me to get back in touch when the cheque doesn't arrive after 10 days, and they will both take matters further. Ofcom also told me they have received thousands of complaints about Plusnet and my own problem is extremely common. They also told me I will not see a cheque during this millennium.
  • Satisfaction
    1 star
Bradford Plusnet  
Cancelled my contract after 2 days,still waiting for my deposit back after 6 months,every time I ring,they come up with new excuses and just explain to me how incompetent the company is.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Bradford Plusnet  
Ok service if you only want to use it before 7pm... which really on a weekday isn't helpful at all. I can actually tell the time by the broadband crash
  • Customer Service
    4 stars
Bradfors Plusnet  
My mother joined plusnet mainly for the Customer service. Since joining they charged her double line rental for each month. On contacting customer services they promised a refund and then failed to give a refund. The next month they took double payment again. My father had just died so I had to call customer service for her. The lad on the phone promised it would all be sorted but again nothing happened. I even phoned again and spoke to a manager and explained the situation he said he would look into it and sort out an email to my mum. The email never came. I thought that Talk Talk customer service was appalling and was surprised that plusnet has surpassed them. We'll do you proud!!!! Really?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Bradwell,GREAT YARMOUTH Plusnet  
In this area plusnet just doesn't work anymore iv been a good customer for the last 6 years iv moved not far from my old address [which is also now getting the same problem] and the nets been cutting out loads since may iv heard from loads of excuses from there systems let's people bunny hop on to others Internet to its my bits at home that connect to the router iv changed my ether net leads twice iv had open reach do almost absolutely everything from a new socket to having a lift and shift witch is having my line removed from the server and added to another they've promised made loads of empty promises which iv had to sort out again the week after as the customer services ether are so over worked or they generally don't have a clue what there doing I'm now at a point where I want to be removed from there services free of charge and I'm going to take it ^
  • Speed
    3 stars
Braintree, essex Plusnet  
If you hanker after the old days, you know when mail took a day to receive, then plusnet is for you. Seriously the email is unacceptably slow and is getting worse (and yes I have applied the 'no sort' fix - it made no difference). This has been an issue for at least 4 years that plusnet seem unwilling or unable to deal with. It is incredibly frustrating. I would have avoided on this ground alone if I had known.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Brampton Plusnet  
I joined plusnet becasue of their customer service. I have found this to be adequate if not brilliant until now. An increasingly abysmal Email service gave need for me to call them. My first call was cut off, and they didnt bother calling back, and now there is no online or phone support available. My Email isnt working and therefore I have no effective service. Pandemic or not this is not acceptable
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Brampton Plusnet  
Been a customer for many years. Now when I need them to show me their true colours - (I've a dead landline provided by them...with no mob signal in village....and I've just returned from major cancer surgery in hospital) - they are just crazily unappreciatuve of my plight and will be be a minimum of 3 days with no landline connection! Unbelievable!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Brassington, Matlock Plusnet  
We have had 3 routers in only a few months. BUT still the internet just keeps dropping out/and or buffering continuously!! Trying to contact CS is a nightmare of a wait time 30 mins minimum but often over 45 mins. The operators are good, but they can't help the awful internet provided. Can only hope it gets better.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
Braunton Devon 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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