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.

Overall Customer Ratings for Plusnet

  • Satisfaction
    3.3 stars
  • Customer Service
    3.5 stars
  • Speed
    2.8 stars
  • Reliability
    3.2 stars

Based on 57239 customer ratings since 2009-04-02 (Show recent 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.

3161 Customer Reviews for Plusnet

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Reviewer Location Reviewing Date Ratings
Due to a technical glitch, I was double charged and have spent the past several months trying to get a refund. One would be agreed in a phone call only for a different answer to be given on the question open for my account by someone else who I had not spoken to previously. My issue keeps being bounced about between different people so I need to re-explain myself each time.
In addition the broadband would sometimes just drop out for no reason.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Sheffield Plusnet  
After moving to a new address Plusnet refused to allow me to exit the existing agreement. I had to find a new internet supplier and keep paying for terrible broadband "provided" by Plusnet, especially as I was working from home I needed reliable internet. Eventually Plusnet contacted a "credit solutions" company forcing me to pay for broadband internet I didn't even use. Impossible to log any complaints, they conveniently only allow phone calls, so you can't keep track of your complaint over email. Highly discourage using Plusnet. STAY AWAY!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
How this company is ranked in the top 5 is beyond me! Slow broadband, no accountability from anyone that works for them, and mistakes and incompetence at EVERY turn. After continued calls to customer services for months regarding slow and unreliable ‘fibre’ broadband that I waited 9 months to get (due to availability in my area), Plusnet accidentally cancelled my contract and lost me my space on the fibre cabinet. I now have only the option of 1-4mbps ADSL which is terrible. Every time you speak to someone in customer services they give you a different answer, and on average I spend over 1 hour on the phone every time I call. The worst company and service I have EVER had the misfortune of dealing with and actually giving my hard earned money to!
Hampshire Plusnet  
Now my credit score is knackered due to agent errors.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North East Plusnet  
If you enjoy paying for a service slower than a dial up modem join plusnet might be cheaper and you will find out why.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Letchworth Plusnet  
On the fastest service they provide. Supposed to be 60-70mbps. Rarely get over 30 mbps and has often been as low as 5-6 mbps. Connection drops out on a regular basis. Even a new router didn't improve things. Have made numerous online queries and have done and sent the diagnostics asked for. I have not had a single reply. At it's best my connection is 40mbps but it's average is somewhere between 20-30mbps. I still have 9 months left on my contract. Even if they fix my issues at this point I won't be renewing my contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Durham Plusnet  
The worst broadband privider ever! One star of rating is to much. When I'm not using the broadband light on device is blue. When I turn on my laptop, router starts flashing orange. I'm going to leave company and I'm not going to pay any leaving charge.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wellingborough Plusnet  
Changed over to Plusnet from Virgin (awful service). I sadly believed the TV advert with the jolly northern chap telling us how great it was. My first contract came to an end so I contacted about renewing. I was assured there would be no extra charges applied but guess what ... extra charge applied between contact renewal. I then told them I would check the Broadband speed had improved (upgrade to fibre plus) and was told it might take "some time" before this changed to a faster speed !!
Im not sure what training programme these people follow but they ALL lie. Pathetic !
My advice avoid Virgin and Plusnet (not tried BT yet so that will be next).
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Bristol Plusnet  
I had broadband with plusnet for 1 year total and it has been the worst experience. I work for a broadband company myself so I am aware of what company's can and should be able to do for their customers. In the duration of a month my broadband lost internet twice and they told me I had to just wait and they would fix it which took them a full day to do this, then the same issue happened again within a matter of weeks all while I was working from home so I had to go for these days unpaid as I need the internet to work. I received no compensation for this period of time even though i asked to be refunded and as I work for a company similar to them I know fine well they should have refunded me as I work for a department that processes refunds! The advisors I spoke to we're always nice however always gave me no real conclusion to my issue always sorry nothing I can do then move on. I started my plan at £21 per month for line rental (of a home phone I never received and was still going to be charged for despite me asking the man through the phone not to have this on my plan)and for the broadband. However after not checking my bank for a while this rose sharply up to £36. I was told this was because of the retail price index which is ******** because it goes up by no more than £5 normally on a simple plan like that and then the girl on the phone told me oh you've been paying that amount the full time! She said I wasn't sold the broadband for £21 but I would have never paid that amount for broaband when i live alone and normally struggle to pay my rent and bills nevermind the speeds. I live in a village just outside of Ayr and speeds aren't fast here but it was horrific how to load a movie or youtube video of my TV i had to disconnect from the wifi on my phone so it would load. Don't go with plusnet they are scam just go with literally anyone else for your own good.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Ayr Plusnet  
The worst broadband company out there, we are overpaying for internet that doesn't work half the time and for less we could be paying for 8x the expected speeds at virgin media. **** company, ran by *****, NEVER BUY
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
Did not warn me about the end of contract and raised the monthly payments. When I contacted them theysaid because of the age of my contract they were not obliged to (customer service) Moved to another provider. I cancelled my direct debit and asked them how much I owed up to cancellation. They wouldnt tell me. They said I had to pay the whole month and that they would refund by cheque within 5 weeks what they owed me. They didnt of course. I gather they have been fined in the past for this type of behaviour.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
Manchester Plusnet  
I thought someone leave the positive feedback on 4th sep but i very adoubt whether the real customer. I have two office to sign the contract with them and it is very headache broadband company. If you want to take more time to re-connect your internet in your office or you want to your staffs to have a good rest in office becasue no internet then plus choose this company. They will help your business be bad and support your staffs more rest. The big advantage for the broadband company is that help me to eat less and angry more which can good for loss weight. I will never use the worst broadband company in the world.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
newcastle upon tyne Plusnet  
Rubbish service, booked us in to move house, had a text confirmation that an engineer would be with us. The engineer didnt show up as plusnet just didnt bother booking one by their own admittance. Not a problem though as they can book someone to come out next week...
Another day unpaid off work and another week without internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mudeford Plusnet  
Absolutely shocking company, they pride themselves on customer service, disgusting. Didn't even get connected because issue with Openreach. However, not one person called us after an engineer came out. Three standard emails sent saying they will arrange connection soon then nothing for two weeks. We called them twice in one week for a call back, nothing. Now been on hold for one hour, no one is referring our case at all to a manager and we're just being passed around. We are now cancelling for a refund of £75. I can not believe one person has referred our case to a manager because there is obviously a huge gap in communication within this company. We will be returning to BT after taking a considerable amount of time looking through the internet to choice a new provider. Plusnet, WILL NOT do you proud!!! Never touch Plusnet.....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Plusnet  
Totally Shambolic Provider. Service has never worked properly since I signed up. Informed by Staff when I finally got through to someone to complain that the Plusnet Staff do not use the service because it is so slow and the servers are old and continually breaking down. This was exactly the problems I was having. It can take half an hour to read four E-Mails. The Broadband Speed I was promised has never been achieved and is in fact getting worse. If you store more than ten E-Mails the Server cannot cope and refuses to work properly most of the time. DO NOT SIGN UP WITH THESE COWBOYS.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Plusnet  
Have been with Plusnet since 2013 and unlike many disgruntled customers posting on here, I have had excellent speeds, very reliable and on each renewal have haggled for a deal. The main reason to stay is that I have heard of so many bad reviews of Vodafone, EE, Talk Talk and others that make me wary to change. Just read so many bad reviews of Vodafone that I don't want to even try to deal with the poor speeds and reliability. Using our Fast Fibre 2 gives us speeds of well over 35Mbs and we are on the up to 63Mb service. Use this to stream Netflix, iPlayer and other catch up services. The thought of buffering and losing this for the sake of a few quid needs to be considered.
Dislike the fact that you CANNOT contact them by email, you HAVE to phone them. In writing by email there is no 'He Said, She Said' nonsense but almost ALL companies ignore this yet in times of Covid-19 an email should be far more sensible than having to hang on waiting for ages. Ofcom as with most quangos are pretty toothless - they should insist a customer deals with whatever suits them - either phone or email. Especially when 90% of customers will use online services to research and renew / buy new services.

Would also advise you to buy your own router rather than use an ISP provided one. As they are usually provided for free, the quality can be poor. I have a TP-Link AC1200 dual band router with 2.4 and 5GHz speeds. Easy to connect and very rarely has to be reset.

Due to renew before 31st October and hopefully I can negotiate a deal less than the £31.99 a month currently being touted.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Worcester Plusnet  
I rarely add negative reviews but I felt compelled having received such poor quality broadband service from Plusnet.

Speed: Disregard speed guarantee. It’s a flat out lie. I measured the speed frequently and instead of “guaranteed” 35mbps I received 5-15mbps down (the upload speed was usually correct).

Customer Service: Their so called “excellent customer service” is a farce. To give you an example, when I called to cancel my services with Plusnet, my internet stopped working 13 days before the cancellation date. When I called to plea to have it restored, I was told in a very polite way that this would take 10 days.

Price: You don’t have to look far to find 50mbps service for about £30/month. Plusnet charged me £35/month for a very unpredictable and unreliable DSL service.

Please do your research before you sign a long contract with Plusnet.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Kingston upon Thames Plusnet  
Not fit for purpose - goes down constantly, speed and bandwidth the worst we've had. I live just outside of London, there is no good reason for your product to be this useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
We changed to Plusnet on 20.8.20. We still have no home phone 9 days later. Customer service are not interested, despite us being vulnerable customers. They keep asking us to phone them about having no phone line! We paid in advance for our broadband and phone service. The broadband is slow and Intermittent. Needless to say Plusnet have not signed up to Ofcom automatic compensation scheme.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wiltshire Plusnet  
Stops you from torrenting

Stop you from torrenting. Just at the end of 1st month when they thought they were safe and hooked me into contract, they sent me a warning for downloading. First time that it has ever happened to me with any provider.
No customer service. Have to phone at 8am in morning or there is no chance of getting through. Promised 40mb download and I only received half that at 20mb. Be warned the worst of the worst by far. Vodaphone, Talk Talk, Virgin even better than this rip off. Suppose it doesn't matter if they give you half the speed they promise, cause your not allowed to use the connection for anything more than opening up a web page and viewing a youtube channel anyway.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
edinburgh Plusnet  
For what we need the speed is fine. Recently we've had some problems and the customer service has been appalling. The technical support people were polite but useless and the engineer never came.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Oxford Plusnet  
utterly rubbish customer service - will start billing you straight away and then take 2 weeks to activate your line.

uk call centre maybe but good luck in speacking to someone to get action

avoid like the proverbial plague if you want to retain your sanity
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
worcester Plusnet  
Appalling customer service. Every time I called them it took over an hour to speak to someone. No help in the most part. They said they would sign up for the automated compensation scheme but didn't join after all. Must have decided that it would cheaper just to rip their customers off. Don't use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Fife Plusnet  
Just contacted Plus net regarding cancellation of my account due to pending move 11 Sept, both customer service reps both hell bent on informing me that it will cost £130 to close the account albeit I retained there services and signed up for a new contract. Surely they should only charge an administration fee and help retain customers, do not use them they are faceless and do not give a damn about any situation you are facing albeit I cannot share the reason why we are having to move but please please think twice before using Plusnet ............ ashamed that they can charge to old persons fees of this level.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
normanton Plusnet  
Attrocious. Been with plusnet over 10 years along with over 20 accounts for tenants. Just had my account wrongly closed by accident. Can't get it reopened over 500 people trying to email me and can't. Nearly an hour on phone before I could speak to someone. Passed from pillar to post, lied to, incorrect information given. Guys, with the amount of accounts I have I know how it works better than you do. 10 years ago one of your agents suggested I have an account not linked to a phone number as I moved a lot. Now I cancel a phone line and my account stopped dead, no email (don't lie, you never sent once) no way to get account back. Don't want to take out an account with phone line, I've already got a phone line thanks. Disinterested ignorant staff. Now I'm cancelling the remainder of my plusnet accounts, going with community fibre. Thats £400 a month you are losing. Glad you can afford it. We can put a man on the moon but not reactivate a deleted account.
  • Reliability
    2 stars
  • Speed
    2 stars
  • Customer Service
    1 star
  • Satisfaction
    1 star
Norfolk Plusnet  
Absolutely appalling! Terrible signal so I can only get wifi in 1 room in my house. Cannot connect more than 1 device at a time before it has a complete meltdown. Customer service disgusting! When I notify them of this they say because I do have some form of internet they have fulfilled their part of the contract apparently. DON'T EVER USE!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Plusnet  
I urge all Plusnet customers to always check their statements to make sure they are not being over charged. Also when leaving Plusnet, if you are not in a contract, make sure they do not charge you an early cancellation fee.
After being a loyal customer of Plusnet for seven years, we found that we had been over charged for the last seven months before changing providers and charged an early termination fee, despite NOT being in a contract. We were charged £102.10 termination fee and over charged £149.47. In total £251.57. Not a small amount of money for some!
The reason for this horrid overcharge was because we decided to ring Plusnet in October 2019 to see if they could give us a better deal. We were going to sign up to an 18 month contract, saving us £6 per month, but at the last minute on the phone we decided against it. This was because they offer far better deals for new customers, which feels wrong as we had been a loyal customer for many years.
So on this call (which was recorded) we asked that the new contract which we almost signed up for was cancelled/deleted, as we did not want it. The customer service representative said he would cancel it on the phone, but he did not. In fact we were then charged a ridiculous high monthly fee for the same broadband phone deal, plus we were paying the monthly line rental saver. We were being charged twice for line rental and a one off charge of £18.99 in Oct 2019 for goodness knows what?
After many months, speaking to many different people at Plusnet, all promising to sort it out, we got this money back. But it took numerous phone calls, the threat of going to the ombudsman, the threat of using the recorded conversations. It was a horrible ordeal.
When speaking to any company (Record the conversation and make sure they know you are recording it for your own records). Check statements and always make sure there aren't any sneaky charges thrown in.
This money was NOT easy to get back, I doubt we were the only ones struggling to deal with this company, I would imagine others are going through similar.
They conveniently lost the phone conversation which proves we did not sign up to the deal they charged us an early termination fee for. Although we offered to send our recording to them, they said people are not supposed to record conversations without their knowledge. Convenient!
So now YOU have the knowledge, record them! Tell them you are recording them and cover yourself, as they will not cover you, only themselves.
I find the customer service at Plusnet is now tragic and barely worth a damn. Not a patch on what it was years ago. They are not a company we would ever touch again, a horrid experience.
But we are thankful to the last person who did finally deal with our issue and make sure we were refunded. One good egg in a packet of rotten ones.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Lancashire Plusnet  
Don't think about using Plusnet. Apparently writing to them to tell them that you are not renewing your contract from a particular date is not the same as telling them you are cancelling. If you do not use the actual word CANCEL then they will continue to Bill you even if you have changed providers. I have been overcharged now for months. They will tell you that you have 2 lines into your home when you only have one because your new provider have you a new phone number. PLEASE Do not use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
alloa Plusnet  
Can’t even provide 15mbps When is supposed to be 70!!
WiFi cuts out by the hour
Some MacBooks won’t even connect and I’ve tried everything
Customer service is a joke
Absolute trash
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cornwall Plusnet  
On joining prices very good, customer service excellent, but after two years of loyalty, prices three-fold, customer service fair, and recent speed a tenth of those promised.
Still better than BT!
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    4 stars
Wembley Greater London Plusnet  
AWFUL COMPANY! Had the 18 month £18.99 internet package for a shoddy 2mbps along with a £60 installation charge and the internet would constantly drop. Totally unusable. I Contacted Plusnet several times who would offer an engineer to come out and also sent out a new router, and then suddenly the problem was resolved without an engineer. Then it dropped out again and again and again and again. After 17 months with plusnet I decided enough was enough and decided to come out of the contract early for a better provider.. suddenly the cancellation got them moving and they offered to upgrade me free of charge.... TOO LATE IM AFRAID. Don’t waste your time with these crooks! They also told me there was no cancellation fee on the phone, and then billed me an extra £5.60 for cancellation!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wigan Plusnet  
I ignored all the one star reviews and went ahead and signed-up...wrong...!! I had cold feet and tried to cancel but then realised it's impossible to communicate with plusnet. You'll never get through on the phones they do not receive emails, there 'live chat is with a computer and cleverly avoids the topic of cancelling and closes automatically before you finish. My 14 day cooling period is nearly up and I still haven't been able to communicate yet. Hence no star for broadband speed or reliability because not even connected yet and I'm furious. The one star reviews are for a reason, ignore them at your peril ...!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Stamford Plusnet  
customer service is terrible they do not care about their customers once you have signed up
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
liphook Plusnet  
worse customer service very rude, no help, very poor quality service may be cheaper but iys not worth it keep away
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sidcup Plusnet  
Currently getting speeds of less than 1MB, bills messed up for last 2 months, no customer service of any kind available for several days now!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport Plusnet  
Would definitely recommend..Everyone I speak to is really helpful and gets the issue sorted. Keep Up the good work
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Staffordshire Plusnet  
I'm reviewing on behalf of a service user that I support. He had an engineer booked only to find on the day, when they didn't turn up, that there had in fact been a mistake and no booking was in place. He recieved no communication about this. Bearing in mind they had already charged for the engineer and 1 months usage. Both him and I, on several occasions have tried to call Plusnet and either been on hold a ridiculous amount of time (1 hour+) and still not gotten through, or couldn't get our questions answered or the line just went dead. Frustrating isn't the word. My client has now had to go elsewhere and is £70+ out of pocket. Trying to get through the complaints procedure is an absolute nightmare so I don't hold out much hope that he will get a refund. Would absolutely never recommend. Poor service, if you can get through to anyone and poor communication from the start. I support vulnerable clients and the whole experience has caused him nothing but frustration.
Leeds Plusnet  
totally dissatisfied.promised that the connection would start on certain day -no connection since past 2 weeks - upon calling no luck as long wait so given up few times - eventually being told problem on the line etc etc. Router promoised too but no sign of router evern after 14days been chasing and yet again long wait - frustrating - called up again and being told that the first person did not send - so if i did not call i would have still waited for the router. finally arrived and upon connecting the router no broadband connection - yet again called them - being transfered from one person to other (also had emailed several times) - todate no broadband - nearly a month now - cannot work from home - so very disappointed.asked them to cancel my contract - but being told have to pay as 14 days passed - so cannot afford to pay so much.
nw2 Plusnet  
Joined over a month ago and I’ve still got no internet in my place, they just pass the book all the time coming up with different stories as to why it’s not Working. I have called them around 6 times and spent about 5 hours on hold,what a joke they now tell me it’s going to be atleast another 2-3 weeks until it’s resolved, I’ve spent god knows how much on goodie bags on my phone just for data. I would definitely stay away from plusnet and don’t believe all these 5 star ratings you see it’s probably the staff who work there when they should be answering calls!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Plusnet  
Quite simply they don't know their arse from their elbow. Do you proud? Don't make me laugh. We were initially connected incorrectly, then had a constant speed issue, it didn't even reach half the guaranteed speed. I have more knowledge than most of their clueless staff. They couldn't fix our fault and suggested I leave, so I have after an ombudsman complaint.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Orpington 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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