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

Reviewer Location Reviewing Date Ratings
I am appalled by Plusnet, I Keep getting fobbed off. After waiting ages and I really mean ages to ever get connected to an adviser. I complain about my speed and reliability. They tell me they will "boost it". nothing happens! I asked to leave, they tell me I am under contract still, after about 10 years??? High speed fibre is just outside, and both my neighbours have it with BT and they get 50mb plus. Plusnet say its not in the area. I say come and have a look. I am then told its exclusive to BT. I asked to be released from my so called contract without charge. The advisor says she will transfer me to yet another department. Guess what? I am then cut off. I am truly sick of this, especially after so many broken promises. What can I do?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bremhill, Calne Plusnet  
Was very happy to sign up with Plusnet as the deal appeared very good for Broadband & landline 17th Jan 2019. Still waiting for connection 6/2/2019. Attempted web chat etc, no joy! PLusnet caption is "WE'L DO YOU PROUD"! Hope so when this Company get around to connecting me & sending me my router.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Brentwood, Essex Plusnet  
Do not sign up with them on any account, I haven,t been able to watch anything on BBC Iplayer for a month, I even bought a new set top box, endless hours waiting on the phone never less than 50 minutes wait time, and still got no where, Currys say its our internet that is the problem. But they say they are giving me a satisfactory, broadband speed, now I,m tied into an 18 month contract, go to Talk Talk, they answer the phone in 10 minutes.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bridgend Plusnet  
We have been unable to get broadband on a regular basis for the past three weeks, I have made three phone call each one waiting at least an hour for a response, my issue has still not been resolved, no one has bothered to contact me. They are advertising every day for business, whilst not being able to deal with the customers they have already got, avoid at all costs.
bridgend Plusnet  
Took out broadband fiber, home phone (unlimited calls) & mobile with plusnet, waited weeks to be connected, even though told it would be 10 days, then had huge bill for going over home phone call allowance even though paid for unlimited calls, took months to sort out, passed from pillar to post after waiting 40 - 60 minutes to get through each time and frequently got cut off. ended contract and was told early termination fee would be waived as I was treated so poorly this was confirmed by email the out of the blue 4 months later had a letter saying debt for termination fee had been passed to debt collectors with 25% added on (the very first I had heard about it) rang plusnet to explain, and they agreed to withdraw from debt agency. I have never EVER dealt with such an incompetent company. my advice is to AVOID AT ALL COSTS, YOU HAVE BEEN WARNED.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bridgend, South Wales Plusnet  
I switched to Plusnet 3 months ago and it took them around 2 weeks to sort out all the problems, so I could finally had a slower internet. Then I moved my house, and I have been waiting for almost 1 month now for Plusnet to sort out the internet at my new home, last thing they said today was the day that it would be fixed, and now they say "there's a centralised problem with the telephone exchange". I don't believe one single thing they say, don't recommend them. My plan is now to switch to my ex internet service provider.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Bridgwater Plusnet  
Awful service, over a month and still not connected to the internet. Found out same as John Lewis, both should not be touched. Customer service is useless!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bridlington Plusnet  
Have been with plusnet for many years and up to the last year its been great. I went on their FTTP trial and was getting 80MBPS. But in July 2019 everything went wrong - their billing system failed , and I couldn't change anything on my account - on the plus side they stopped billing me , and haven't done for over a year
Rang up to change something on my account as couldn't do it online , and was told changes could only be made if they closed my old account and opened a new one , but I would have to give up my FTTP and go back to FTTC (speed reduction from 80MBPS to 3 MBPS)
they have now had a year to try and fix , and it just seems beyond them sol leaving and moving to BT
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Brigg Plusnet  
I've been with plusnet for about four years, my broadband speed has always been at the theoretical maximum for where I live, and reliability has been excellent. customer service have been helpful, haven't needed them much. I'm looking around here to check out BT who seem to be cheaper by a few pounds per month, but reviews of all providers on this site seem to be dire! Plusnet have been ok for me, I'm a happy customer so far.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Brigg, Lincolnshire Plusnet  
Have been with them for 5 years and they were brilliant when I first joined, but the service has gone from bad to worse in the last 2 years. Am seriously thinking of changing to another provider when my contract is up for re-newel
Brighouse Plusnet  
I had an issue with my broadband cutting it. It took 3 calls to get it sorted. The agents I spoke to were all nice and provided good customer care. Fixing the problem was frustrating but we got there in the end. Overall not perfect but to be honest it was a million times better than Vodafone!
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Brighton Plusnet  
By far the worst internet provider that I have ever had the misfortune of dealing with! Dreadful connection, useless customer service and technical assistance with enormous exit fees. It is virtually impossible to get in touch with a human being over the phone without atleast 20-30 minutes on hold and even then the issue is seldom resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Been with PN for a few years, recently noticed slow BBand speed, supposed to be 55 - 80 mbps and rise in monthly payment for BB and phone line, so called to query, confirmed by customer service and options team who both did speed tests, confirmed low speed at 5 mbps and offered new contract at higher rates than advertised on website. Then Tech team claimed their test returned 65 mbps, refuse to accept other tests as if implying we're all lying!
When we started to complain, PN's customer NO service overall demeanor changed to the typical no supervisor available, Manager will call back tomorrow etc block came up.
We were happy with PN initially but not now as they seem to be resting on their laurels not realising there are other competitors out there with better options and customer service now ..
Needless to say, we're now hunting to change our ISP asap.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Brighton Plusnet  
Moved over to plusnet on the 24th jan it didn’t work so called them was told it would be up and running 24 to 48 hours later it didn’t happen was then told fault on line which they then said was sorted 2 dats later still didn’t work spoke to one girl who just sighed a lot she gave me the impression I was just stupid called them another four or five times still no joy got to the 14th feb I gave up on them and cancelled order I do not understand what has happened to giving the customer a service
Brighton Plusnet  
We would have given a -* if there was one! Absolutely awful, beyond a joke!
Initially speed slowed, rang to query, PN claims no issue! When PN discovered we know a bit about broadband, PN offered us two months free service, but then tried to say its only for line rental, not broadband! After more phone calls to complain, PN agreed includes BBand.
Then, we found we were charged for BBand the next month, when it's suppose to be free!
More phone calls, PN says their accounts doesn't show the charge! Had to forward bank statement copies etc, which we did.
No reply, no refund still
NOW, we receive an invoice for £40.80 for following month when it should still be our 2nd free month!
We've left PN, cancelled direct debit, lodged formal complaint with Ombudsman and instructed bank to claim back the £20.99.
Guess what? Just received another email from PN, saying they hate goodbyes, offering £19.99 service!
Talking about the bad penny ...
Avoid at all costs unless you're game for a journey through hell and back!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Ongoing broadband speed issue, PN customer service finally replied, accept our previous complain and offered two months free services. Due to this offer, we contemplated remaining with PN.
However later we realised PN only gave us line rental free, but still charged us for broadband, the higher portion of our monthly bill!
Again when we tried to contact customer service today, their support response via ticket form had crashed, left on queue with their online chat and was also left waiting on phone for 18 minutes before being answered.
Due to this latest fiasco, we've finally decided to leave PN as we cannot see PN surviving in the increasing competitive ISP business environment if this is how they treat their customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Really bad internet. We have to reset the router multiple times a day just to get it to work. When we called customer services (each time waiting 20+ mins just to get through) we were told if they send an engineer and they find a fault with our hardware itll cost us £65 when the hardware is that which they supplied. Leaving as soon as our contract ends and finding someone better. Internet’s also slow when it does work despite apparently being fibre. Rather pay a bit more elsewhere for reliable internet
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Brighton Plusnet  
Originally had both my London and Brighton properties on PN for over 5 years. Unfortunately service in London got intermittent and slow, so we swapped. Early this month, same started in Brighton, contacted PN customer service, draconian, unhelpful, unable to email, long queue to talk on phone, live chat doesn't work, complaint, PN offered 2 months free service but still charged following month.
When we contacted PN, they couldn't find the credit on my account! Had to forward copy of my bank statement to show debit!
We've now left PN totally ...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
I'd advise people to avoid Plusnet. When I moved house in February, I spoke to their homemove team and they informed me that I could upgrade from ADSL to fibre for only a couple of pounds more per month.
After a month in the new property and two visits from BT engineers, I eventually got online. The broadband service was fine for about a fortnight, then started dropping out. Since then, I've had no broadband for up to eight hours at a time, almost every day. I'm currently trying to work from home while shielding for medical reasons: I'm unable to do this or use the internet to order food or even watch TV.
Their customer service staff are always polite and friendly, but don't seem able to achieve anything other than put me on hold for extended periods while they speak to another team or promise to call me back (which they hardly ever do)
After three months of loss of service and a maximum of 3mbps (I was promised 30-40mbps), with further engineer visits, changes of routers, changes of microfilters and random tinkering while keeping me on hold, one of their tech support staff told me last week that I'd never been upgraded to fibre optic. They tell me that the upgrade will take place in 10 days' time, but I'm not hopeful that this will happen - and even if it does, I suspect the problem will persist.
There are much better providers out there: I'm currently working out how to get out of our contract to find one that can provide something even vaguely reliable.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
AWFUL customer service. AWFUL. AWFUL. AWFUL.
A 30-40 minute wait on the phone. finally spoke to someone who promised to ring back an hour later. Three hours later still not called.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
Brighton Plusnet  
I have to say that Plusnet are head and shoulders above talktalk who I was with for years. In particular the customer service is friendly and efficient. Cashback was also amazingly straightforward
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Brighton Plusnet  
Plusnet were fine for my first year and I renewed for another year with upgrade to faster speed of 63mbps. Since then about 2 months ago. it’s been awful drops out many times per day and the speed is only fast early am and late pm. Contacted them and they don’t care they just say daft things re my end that has zero to do with the real problem and the broadband dropping out all the time. As working from home and need a good connection will have to now pay for a virgin media line as well. As it’s almost impossible o work with the constant drop outs so will now pay 2 lots of fees just because Plusnet are a bad company and don’t care.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Brighton Plusnet  
The broadband is slow and keeps dropping out, not matter what Plusnet think. When phoning they will answer eventually and give some waffle but no answers.

They certainly prove that you get what you pay for, it was free for 12 months and almost worthless. Also shows you should not believe the adverts.

I was with Sky before, the same advertised speed and it was a lot better.

Lesson learnt, don't fall for the adverts and if it's free there is likely a reason.
  • Customer Service
    2 stars
Brighton Plusnet  
No one should give Plusnet their bank details or set up a direct debit for this company. They steal customers' money. When you call them they apologise and promise a refund but this never materialises. I was with Plusnet and I moved house. They took over my neighbour's internet and phone line! They apologised and acknowledged it was their mistake. I asked to terminate my contract since it was within the 14 days initial period after I started a new contract for moving house. They promised to refund me for the month they charged ahead. Instead they stole £58 from my account. I phoned them several times, every time they promise to refund me but they never do. This is a dodgy company. Peopel should not give them their bank details or set up a direct debit with Plusnet.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
I am very disappointed!
I had to wait 2 months for Plusnet to activate their service.
They charged me £65 to connect me to the internet - and now there are afternoons and evenings where I have no internet connection at all! Appalling! I regret to have taken up a contract with plusnet!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
Avoid this disgusting company. I have just stared a business and was due to go live yesterday with plusnet broadband. I am on day 2 with zero internet and it’s a business line, I have lost thousands of pounds in revenue as most of my bookings are on line, I also take deposits which I can’t do as I can’t use my pdq machine. I got to work at 8am this morning as an engineer was supposed to come between 8-1, but didn’t turn up. When you try to speak with a person In the business department expect to be on hold for at least an hour. I must have wasted 6 hours between yesterday and today just to speak to a person and get absolutely nowhere.
It’s stressful enough starting a business without all this, I have never before experienced such poor customer service and lack of care. This has bee an absolute disaster to my business ns they offer no compensation whatsoever.
Now I have to look at another provider delaying my internet even more. I’m so upset and stressed about something that is so avoidable the worst company I have ever dealt with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Brighton Plusnet  
Can't trust what you are told by customer service by way of promotions, prices or replacement routers. Told one thing by customer service only to be told it's not true or valid when I talk to the next, meaning when they offer something (i.e. Introductory Voucher to cover cost of engineer callout) you really have to fight to get it.

Worst service I've received for anything ever.
P.s. Speeds are naff, paying for 10-19mbps, only get max 2mbps
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Plusnet  
When it's working the speed has been pretty good and i haven't had as much trouble as with Virgin Media. However, customer service is really poor as they are frequently hard or impossible to contact - at times when I've been told there's a phone waiting time of 10-15 minutes I've been on hold for 30-45 minutes, the chat line is frequently too busy for further requests and even when I've raised a fault or complaint, there is no provision of a direct complaints line to follow up for updates, apart from to go via the very long hold process again.

Basically, if everything is working fine it's good, but as soon as there's an issue at all it's really frustrating.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Brighton and Hove Plusnet  
It's a matter of regret that plusnet is doing business as a fastest internet service provider where they themselves don't know what does it mean to them. My internet service has gone down for last two days and every time I call them, the telephone service informs that the waiting time is 60 minutes! How this can be possible in a country like UK where people are running to get things faster! I'm totally pissed off with this company's poor service!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Brighton, UK Plusnet  
Last year we had no problem with speed but this year we can't even watch a YouTube video at night, it keeps buffering and slow to open emails. Between midnight and 1am worst speed. Cheap though. 3 users on during day is problematic. Rang them a few times but due to their policies they can't change the speed. Probably ok for the occasional user.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Brigstock Plusnet  
In short must be the worse service and broadband speed i had in years
Has to be better and cheaper out there too
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
i emailed them on the 18th and several times after regarding my internet keeps dropping out (has been since day one, about 9 months), they still cannot sort it, have not responded to any of my emails, it is now the 24th, AVOID at all costs, they are useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
Horrible service. Started a contract with them and they started charging me, even though I still have no Internet connection due to technical issues.

They avoid sending a technician and they try constantly to claim there is a fault in the house installation so they can charge another £65 for the repair. I Keep explaining them that I just moved into the house so I can't be faulted for anynthing but they don't listen, they just keep mailing me their generic "fix it yourself" email that is not helping at all.

Absolutely horrible, avoid at all costs.
Bristol Plusnet  
Honestly the worst service I have ever encountered. After it unreliably turning on and off consistently for the year we've had it we had to resign up after they terminated our account because our neighbour switched providers? when we resigned up they said they'd have to inspect the property to see if the wifi would work EVEN THOUGH we have had plusnet for a year and our landlords for the year before therefore the property has been accessible for internet for 2 years with them. Engineer was sent to the property without informing us (even though he had to come inside to 'fix' the connection) and when we rescheduled they got the day wrong twice! We were promised the internet would run within 24 hours of the engineer arriving, the engineer confirmed that it should be available straight away and they only needed to run a signal to the exchange. THEN we are told on the phone we will receive it on the wednesday the WEEK AFTER the engineer has visited. TODAY IS THE THURSDAY, THE INTERNET IS NOT WORKING AND WE HAVE RECEIVED NO REFUND FOR GOING WITHOUT INTERNET FOR OVER A MONTH OF TRYING TO RE-SIGN UP.


NEVER EVER GO WITH THIS SERVICE, THEY WILL TAKE YOUR MONEY AND GIVE YOU NO SERVICE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bristol Plusnet  
the following is my response to Plusnet and yet still no respone:Hi
I am sorry but this is totally unacceptable, we ordered this service over a month ago, and we have only just had the telephone line switched over to you. I have come in this morning to find our internet has been shut off and your new router will not connect, because we have to wait a further 2 weeks. Surely the name BUSINESS broadband tells you that we need broadband as a business to function. We joined Plusnet after seeing your adverts promoting your main selling point - great customer service. Well, I would ask now, where is this great customer service? We have just spoken to Rob and have been advised that this is just the way it is and that there is no way of escalating this complaint, no-one else to speak to and no way of getting this dealt with urgently. All in all, a very poor start to our relationship with yourselves.After just reading reviews on broadband.co.uk, i wish i had never of bothered, your customer service reviews are terrible, could someone please take ownership of this and sort it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bristol Plusnet  
We forgot to renew our contract and were put on a much higher tariff. thats OK I suppose. when I called customer service to renew they said the original offer was no longer available and offered a more expensive deal. I questioned this and was put on hold for so long that I hung up and looked for other deals. The Plusnet customer service rep then emailed to say he was wriitng the new contract. I called back to tell him that we had signed to Vodafone and I was told the new contract was already written, I was then put on hold again, for a very very long time before the rep agreed we could terminate the (non existant) agreement. We then received an email asking us to re consider and offering a much better deal than the original offer. when I looked at the (very) small print it said Plusnet would charge £404.75 for early termination of a contract that didnt exist. This was eventually waived when I called to complain. Not the way to do business. If Id not read the smallprint we would have been charged a lot of money. Dont let that nice bloke on the telly fool you, when he says 'we'll do you proud'- they wont. Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
bristol Plusnet  
I'm very aware that most broad band providers will have their faults, but how PlusNet ever managed to pick up any awards baffles me!

Customer service is beyond inadequate. However, lack of communication regarding updates and responses to queries, unreliable service and fluctuating service fee are my main concerns.

Be sure to cancel your contract before the end term, otherwise your deal will double in price. You will not receive any notification (inc emails), and it is your own priority find this information on their website.
Shop around. Avoid this company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bristol Plusnet  
Trying to actually contact someone at Plusnet?? Hmmmmm 1 hour and 30 mins is a record. Which best by?? Really Which. I think you may need to call through to the customer service line Which Mag. Awful service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bristol Plusnet  
My braodband is really slow and is diping in and out of signal keep losing it i contacted plusnet they ssid something connected to my broadband was slowing it down and using a lot of its power the only things conected to my wifi are my phone tablet sky tv and my heating control surely this is not overloading the wifi. And i don't use all of it at the same time.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Bristol Plusnet  
My broadband has been ok on balance, but not the phone. I moved house and managed to keep the same number (so far so good) but now the line is installed I have no dial tone, only patchy broadband / wifi. Been waiting over a week. No response from customer support. I have "raised a question" on their site, phoned and waited 30 mins several times, and used online chat (which also has a 15-30 minute wait time!). To be fair at the previous address it worked fine for 3 years, but whenever I had to call (e.g. to arrange house move, change billing etc) it was a slow and painful experience. I would not recommend them. Their blurb about honest northern values just gets my heckles up now.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
bristol Plusnet  

Loading...

  • 3289 reviews, showing page 9 of 83, skip to page 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13

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