Plusnet Reviews 12,294

Aging parents in their 80s, technology and removal of landlines was never going to be a great combination but calling and supporting my dad yesterday (9th April) to renew was straightforward - simply because Tom recognised that dad needed a bit more help and took his time to really make sure everything was ok. Please convey our thanks. Many of the reviews are about tech failing or not being as expected - it’s the customer service that sets Plusnet apart from others. The human touch when all you hear about is tech. And for any doubters we’ve been Plusnet customers ourselves for over 10’years and mum and dad came along in 2020 to join too. Please convey our thanks to Tom - good humour, banter and recognising the need for a bit more support for the customer made for a friendly and positive experience - thanks!

Never recommend. Billing system is horrible..

Went with this supplier as recommended by MSE and a colleague.
I have to say, as a former telecommunications engineer, this was the easiest and seamless changeover I’ve ever had with a provider.
Plug and play and easy controls for set up of own equipment.
Would definitely recommend 👍

We have been Plusnet customers continuously for over 15 years, and we have also been using Plusnet email addresses for all of that time. However, Plusnet are going to be migrating our email addresses over to Greenby. That's ok, we have 2 years to make alternative arrangements. However, what really annoys me, and the reason I will be leaving Plusnet quite soon, is that EVEN THOUGH I AM NOT YET WITH GREENBY I have for some time been unable to send ANY Plusnet emails via IMAP from ANY of my devices or ANY of the apps I've tried. I can only assume that the email settings on the Plusnet website are now INCORRECT. Plusnet when contacted were no help at all! I feel they have completely abandoned us as email customers, so I will have no hesitation in moving my Broadband custom elsewhere!

Horrendous company DO NOT CHOOE THEM. The WiFi was terrible the entire time I was with them, they sent me a new router (broken) then charged me 10£ for it, then they couldn’t figure out the engineering faults. Wasted my time and money I couldn’t even get on my work calls properly. Finally changed companies and because I did not pay my termination fee within just 2 weeks (I was OUT of the country and they have no contact email you have to call them, and I can’t when I’m out of the country!) they sent it to debt collectors. I will be pursing further action on this.

Location: Mount Pleasant, Spennymoor, Durham. 74 Mb/s is the estimated d/l speed for full fibre 74. . . . 40Mb/s is the minimum guaranteed (just checked the contract details - completed on 28 02 26)) and, not for the first time, today several broad band speed checks returned speeds under 1 (yes one) Mb/s (Not MB/s, but Mb/s). I don't expect claims made by broadband companies to be strictly honoured - honesty is in very short supply from most BBand companies unfortunately - and don't cause a fuss so long as I can watch (YT mainly)/read (The Guardian and research materials etc) without buffering, but since getting this faster broadband I've had more ridiculously slow d/load speeds than even before. I had thought of subscribing to Netflix, but that would be a waste of time with the equivalent of dial up speeds from the late 90s. I don't know whether Openreach or Plusnet (or both) is to blame but unless there is a drastic improvement very soon I'll be cancelling. I've kept copies of the speed check results if they're needed for this review. Despite always struggling to get reasonable d/l speeds with Plusnet - or whoever - I have had a couple of good experiences with their customer service staff. But it would be better by far if their product did exactly what it's supposed to do.

Calamity from start to finish, took 3 months to connect full fibre to a new build. Cancelled the order 3 times and never told us. There prices are not competitive and their customer service is inconsistent and very patronising. I cannot recommend this BB provider and am now with Sky, 900 Mbps at £27/mth, connected the same day. Avoid Plusnet at at costs, they never ever answered my formal complaint!

Please can I send compliments for Neal Broadhead who was extremely helpful yesterday! Our internet stopped working which was later known to be a MOS from Open Reach. Neal was very helpful, friendly and knowledgeable, exceptional customer service thank you so much!

I have been a customer for over 10 years and have never experienced such bad customer service!!!
I am thinking of leaving for a better deal so went through to cancellations. The first person cut me off / pretended not to hear me first when I was saying hello then cut me off.
The second, Godwin, was obnoxious and when he repeated my postcode correctly twice told me I didn't have an account with them!! Then I gave him my user name and instead of continuing the conversation told me that he didn't have my postcode correct?!!!! Then he went round in circles without discussing my leaving so I requested a manager. He refused to put me through to a manager and began an argument! I guess that's what they do when you try to leave!!! APPALLING!

My experience with Plusnet has been deeply frustrating from start to finish.

It took an unreasonably long time to get the service connected, with poor communication and constant delays. Once finally live, the broadband speed has been anything but stable — frequent drops, inconsistent performance, and nowhere near what was advertised.

What made this worse was the so-called “reward card” incentive offered at sign-up. At no point during the sales process was it made clear that this card had to be activated within a strict two-month window. This critical detail was buried in the terms and conditions rather than clearly explained. By the time I became aware, the deadline had passed and £190 was effectively lost.

I raised a complaint, hoping for some reasonable understanding or compromise given how unclear the process was. Instead, the response was dismissive and entirely reliant on quoting T&Cs back at me. Even the third-party company administering the card told me they could resolve it if Plusnet authorised it — but Plusnet simply refused to help.

Overall, this has felt like a company that hides behind small print, delivers poor service, and shows little interest in customer experience once you’ve signed up.

I would strongly caution anyone considering joining to think very carefully before committing.

The staff I spoke to on the phone were lovely, polite and helpful. I would have given 5 stars otherwise.

I was left very disappointed with Plusnet's 'system' or operations though. I moved house at the end of March. A few days before this I called and went through the process of changing my address and setting up a new tariff/plan for the new address. I followed all the steps, signed the contract, received confirmation emails etc. The day we moved into the new home I called back as the broadband box was not connecting. I was told there had been an operational error and it had not gone through, despite me receiving confirmation at the time. I then had to go through the same process again. Not only has this caused an upsetting 5-day delay before I will connect to my wifi, but now the payment plan contract I had signed was now no longer available due to their 'error'. Very ironic that this error occurred around the March/April crossover where all the prices had since gone up... Very unprofessional, nothing put in place to protect the customer here, despite them admitting it was an operational error. I find this approach unethical and not surprised after seeing a lot of other feedback. If Plusnet have any credibility, I will expect an apology and some form of disbursement.

So yesterday I tried signing up for fibre. Over and over their website went to a blank error. Tried again later in the evening, finally got all the way to adding my bank details and then.... Error. Safe to say, not for me.

In the cooling off period, WiFi wouldn't reach anywhere apart from lounge despite buying mesh system routers. Advisor I spoke to was rude, arrogant and condescending. So glad I am no longer with them

NIGHTMARE....Had problems with the internal signal from the router (2nd one) I have repeated over and over the problem with more than 10 people at Plusnet since last may 2025. Nobody takes ownership!!
Been with Plusnet for 7+years, found out too late they are now owned by EE worse still BT own them.
Had no problem with Plusnet previously they now do the hard sell promising a better connection faster speeds etc problem is my old system worked better than the promised system they installed! Typical EE sales talk.
Avoid at all costs.

Internet is pretty decent but as for the gift card for joining its non existent.Get a £125 gift card for joining but no gift card no contact tried ringing..no joy there

Wow I’m not surprised Plusnet do not provide any TrustPilot reviews on their website, I wish I had checked here before choosing them.

Firstly they bombard you with texts and emails. All worded differently, all containing grammatical errors. “We please you have chosen Plusnet as you provide for fibre 900”.

They asked me to confirm my engineer appointment six times by replying YES to their endless text messages.

When the engineer arrived he said “you already have the ports you need, I don’t know why they sent me, just plug in your new router”. Within minutes of his departure I plugged the router in and then received notification (again using about 10 different emails & texts all worded differently) saying sorry you were not in when our engineer arrived, your broadband has now been rebooked for X date in April, which was 3 weeks after my initial visit. I was then bombarded again by texts asking me to confirm the new appointment.

Obviously I cancelled my contract with them immediately and a different provider gave me a date much closer.

The ONLY good thing I can say about Plusnet is that they handled my cancellation & refund without issue.

Terrible, terrible provider!

We live in a small 2 bedroom flat in London and our WiFi does not reach from one end (where the router is) to the other (where the TV is). When I rang Plusnet to fix it, they said there’s nothing they could do and that I should buy my own booster!

Such a joke to pay that much monthly for a service that doesn’t even work. I would not recommend.

I cancelled my contract this evening with a specific disconnection date and cost. Since then I have received contact with 2 other different disconnection costs and they also implied that they would defer the agreed cancellation date by 10 days and charge me for the privilege. When I called them to discuss they put me in a queue for over 20 minutes and then told me their phone lines were now closed. What a joke of a company. When they boast about their awards for customer service I assume we are talking raspberry awards for the worst service possible.
Also be aware that if you stay with them you will pay £10 a month more than a new customer and the new customer also gets a £100 voucher. Sounds like a good deal for someone but not the loyal customer.

Only giving a one star because there is no zero!
I contacted Plusnet approx six weeks ago be ause of rising prices of their broadband, and for the lack of quality offered at the price.
They agreed to freeze the price and upgrade me to full fibre. Openreach came and did a survey, the full fibre is only a metre from my home. A week or so later the router arrived, its still in the box.
Plusnet and Openreach have one thing in common, they are totally inept at communication, you can phone them back, you cant email them back, you cant reply to a text.

It is now Tuesday 31st of March, I have been contacted today to state my full fibre will now be connected in JUNE! that is almost 3 months away…

Meanwhile Plusnet are charging me for full fibre, they cant be communicated with, I see their popularity is plummeting, at this rate they will be out of business.

AND I AM BEING RIPPED OFF!

Upsold from 500Mb to 900Mb by Plusnet for an extra £5, then sent a router that's widely known as not capable to deliver those speeds.
Spent nearly an hour on the phone being told “it will improve tomorrow ” and warned about cancellation fees, even though I was still within the legal cooling-off period.
Selling a faster package while supplying inadequate equipment is misleading at best.
Eventually cancelled — complete waste of time.