Plusnet Home Broadband Reviews

Been with them for a few years now, recently renewed my contract, and I'm now paying a little bit less than before. The service when speaking to them was brilliant, they weren't pushy. I explained what I use it for and they sorted out the best value package.

I've been with Plusnet for years. Unfortunately I'm a little limited on speeds as I don't have access to full fibre, but we rarely have any issues. There are two of us at home. We both are online throughout the day and evening, often carry out video calls simultaneously (we both work from home), and very rarely have any issues or downtime. We did have to invest in a couple of boosters as we have very thick concrete walls in our 1930s property but sorted this ourselves very easily with cheap second-hand Google mesh boosters. Whenever we've spoken to a customer service rep, they've been very helpful and polite.

I signed up to plus net at the beginning of July via the transfer of my account to a new provider. Here I am, 7 weeks later, and 6 cancellations of the order which Plus net cant explain, still waiting. So far I have been told twice the problem (a transfer via Open Reach - also a BT Co as is Plus Net) has been fixed, and most recently that my existing provider has refused the transfer (Plus net havent made contact with them to date), and I have just been given my 7th transfer date. I have asked on my calls to Plus net to speak to a manger 3 times. Each time I have been told no one is available, my complaints haven't been logged or even elevated, and on the last call, the call handler left the line open in exasperation and I heard the manager saying he wasn't prepared to speak to a complainant. They are a shambles and are either incompetent or cannot tell the truth. Do yourself a favour and go elsewhere.... anywhere bar a BT Company

Service is so poor. Called to register a fault which then puts you through to a text service. The text service states that my mobile isn't associated with my account which it is. You then call them back and go through to customer services only to be sold at to take out a new line. The only reason I went with Plusnet is for the service but how wrong could I be.

I need to write this review. I joined Plusnet last year with 300 package and after my experiences with two other mainstream broadband suppliers, I have to admit I didn't expect much difference. Plusnet has been fantastic, in both speed and reliability. I'm a disabled person, so I don't go out very much, and so I'm a very heavy gamer. I need the best broadband for my small amount of money. Speed is only good if connection doesn't drop. Plusnet has given me both speed and reliability. I'm fully confident going into an extreme trial and raid knowing my net won't spark out seconds before my DPS damage burst is about to pop. I wake up knowing the light on my Hub 2 will be pretty and blue. So why do I need to write this review if it's all good? All of these reviews talking about poor customer service. A serious family issue hit and the butterfly effect took place. I lost my net through my own fault. I called Plusnet and explained about the issue at hand. Oh my stars. The people I spoke to, from Sandro (I hope I spelled his name right) to the kind lady and the mint bloke yesterday. Plusnet seemed to do an Avengers Assemble team up thing and got me a new account. They gave me a whole new account and the start date was scheduled 13th of June. However, the man I spoke to yesterday pushed it forwards and here I am. Plusnet customer service was kind, thoughtful, and helpful in so many ways. Not only with net, but some very good advice for the issue at hand. I'm so grateful to them. Thank you, Plusnet. Your customer service was Grade A.

Absolutely terrible experience- I cannot believe I opted to use them despite the poor reviews online. Fair enough to wait two weeks for fibre installation but nearly two weeks after router was hooked up I still can’t connect. Service team very friendly but wholly impotent to sort out the problem of activation and all blame laid squarely at the feet of BT Wholesale. I call them every day only to get the message that they are waiting for their supply chain to activate my account. Hopeless to share that as my contract is with Plusnet and I really expected more. It’s embarrassing they can’t control the supply chain. Do not under any circumstances be fooled by the friendly call team as they have no authority to make it happen. Dreadful.

As an IT professional heavily reliant on network connectivity for work, I depend on Plusnet's services, especially now with childcare responsibilities. Recently, their marketing team persuaded me to upgrade to their fibre network promising higher speeds. However, after the upgrade, I'm not experiencing the advertised speeds. Despite contacting their technical support, I was informed that the limitations of my area prevent them from delivering the promised speeds. It's frustrating because Plusnet shouldn't be making promises about fibre technology and network speeds if they can't guarantee them. It feels like they're deceiving customers with false assurances. Despite their 16-month promise of speed upgrades, there hasn't been any improvement.

I'm not happy with the service and fixing issues...I've been with this company for 2 years but whenever I really need Internet there was a problem and takes days to fix..

BEWARE! DO NOT USE! Plusnet are like Delboy, crossed with the Chuckle Brothers and Mr Bean! Everything they touch is a mess, there new name is PLUSMESS!!!! My family have been with Plusnet since they launched many years ago, since DAY ONE! We were one of the first customers and WERE avid fans! We used to love them, There customer service has gone down hill, it's now awful, a total MESS and we are thankful to have left. They have a UK call centre, but everything they do is full of problems and errors. Imagine Mr Bean on the phone with an attitude, that is there average call handler. They are just candid and rude. Everytime we moved house in past 8 years, they messed it up somehow, everything they touch is a MESS!! I dont want them anywhere near my internet connection Thank you very much. This time around we were moving house in 2024 and yet again, they messed it up, even though i carefully went through everything in fine detail with the Plusnet agent. They ended up delaying my internet being installed in my new house, as they didnt process the request properly... ofcourse, so i just paid to leave the contract as cant stand this ridiculous mess anymore. I would call them PLUSMESS as everything they touch goes to mess, like the CHUCKLE BROTHERS or MR BEAN. When they install the internet they should say ''To me, to you, to me, to you'', like the chuckle brothers did with carrying a ladder. Its an embarassment. My internet even went down in my old address, and when i logged it, they ended up not even logging that properly. Literally EVERYTHING THEY TOUCH is a TOTAL MESS!!! Stay away!! Its just ridiculous, they are PLUS at messing stuff up.... An indian call centre would actually be better. I suggest they fire EVERY CALL CENTRE MANAGER in the Uk and start again, because i can foresee this company going bankrupt. People are NOT happy, and I was there biggest fan, well.... not anymore!

Was once the go to service. Been thrown out for mobile phones (2). Price increases!! Cannot talk to the staff as you used to be able to! assume more complaints!! Cannot wait for my contract to finish!!!!!

Truely horriffic service! I have had speed issues for over 5 months. During this time I have been working with the tech team at plusnet, there is no resolution, and the said if I want to leave it will cost me over £100 (170 if I remember correctly) and to top this off they want to increase the price above the amount I signed up for by 3.9% above CPI! What a rip off. All of this just to try to get the "minimum guaranteed speed that's hidden in the small print! I have NEVER seen the 41-60Mbps the lured me in with!!!! AVIOD AT ALL COSTS!

Terrible service. Toxically cheerful and folksy customer service are unable to follow through on any of their promises. Internet service is slow when its needed (afternoons and evenings as I work for a US company). At other time its vaguely about the right speed but useless for videdo calls and conferences. The ONLY reason I signed up was because they allegedly had speed. They did not. AVOID them!

Terrrible customer service, mis-sold products and rude. avoid at all costs.

Signed up for 2 years at 31.99. 2nd month was sent an email that my price is being increased by 2.53 per month. Apparently they raise their prices every March on all contracts... so what is the point in me being in a contract with these muppets then? It is in their terms and conditions - I read them after I got this email, but from a legal standpoint it's got to be dubious. They didn't point out that the price would change and if they had, I wouldn't have gone with them. Definitely leaving them at the end of the contract. Unfortunately I have nearly 2 years to go.

Really poor customer service- William was not at all helpful.. I have been a loyal customer with Plusnet . I must have come out of 18 mth contract no notification and my bills nearly doubled . Explained to William customer service assistant no refund allowed , not interested .Response must have gone to your spam. In the current economic climate the company should be a little more empathetic. Company must be inundated with customers as they are not interested in retaining them!!!!

Removed the old broadband line to install full fibre on 26/01/24 Since the installation, we have have no service since then (6th day now) Must have called 30 times in the last 6 days to try and get this over the line and sorted out. We are no further now, with plusnet blaming open reach and open reach blaming plusnet, than we where 6 days ago. These faceless organisations who are growing at a rate that far exceeds their ability to offer a service, take a payment prior to being able to use said service and fob you off with weak arguments as to why it doesn't work. They now have asked me to take a second day off work, so the incompetent engineer and return and put this right.

Rubbish customer services Just had what can be described as a ri off price increase. So rang them to tell them to stick they product, Instantly the staff member offered my a monthly cost just lower than, my current price they planned to almost double. He cancelled my DDM so he could set up a new 12month contract. What did I get today an email from plus a text message threatening to restrict my broadband service unless the rip of monthly cost was paid. Still what can yo expect from a division of BT, strange how they keep quite about that though but the engineer let the cat out of the bag when they had to come out to correct a router and socket fault. Avoid like the palgue they are BT even the same standard BT routers with a Plusnet sticker on them

Ordered Plusnet broadband earlier today to go live on the 9th, which is the date we move into the property. Received comms this evening confirming activation on the 10th, so I phoned immediately to say it needed to be the 9th and I advised by an adversarial agent that that my request to go live on the 9th, which I repeated to him several times, was correctly interpreted as requesting an activation date of the 10th. When I said, make broadband go live on the 9th he said it would delay activation by 4 days, and given his tone of voice it was clear he was just being difficult! Just rubbish, will shop around for another provider and cancel the Plusnet installation.

Just spoke to customer service in Sheffield, about no broadband. I am not on the list, for security, I explained my mother is 93, just out of hospital district nurse attending, she is unable to hear or speak coherently, all he would say was when can I talk to her, I explain again, when can I speak to her, all I asked is to check the line, nope when can I speak to her, you are not on the list, please just check the line, when can I speak to her, I reply you can't so is this a waste of time. He then hung up. The broadband supplied here is, and has always been terrible and slow, lucky to get 1.5 Meg speed, constantly dropping out, if the landline is used, or called broadband drops, because of my mothers very low need she has said nothing and just got on with it. Think its time to change providers as no speed no stability and no help at all.

I don't often have problems with the broadband service, but I wanted to get my Google Chromecast working (which worked fine with my previous provider (John Lewis), and now it complains about AP isolation towards the end of the setup. I looked on the Plusnet forums and others have had the same problem. Rang tech support, and the only thing they could do was factory reset the router, which did not help, and then suggest contacting Google. I have not done this because Google are just going to say that it is their issue, and I am inclined to agree. Tech support basically useless.