Plusnet Reviews 12,294

It may seem strange to review a company having just left it but Plusnet deserve credit for the many years of excellent service I have experienced.
Plusnet always provided reliable and reasonably fast broadband over the years and were open to negotiation to get the best deal when each contract term ended.
Unfortunately the arrival of full fibre and transfer of its mobile services to EE plus non-availability of a Social Tariff in these times of rising costs means the end of the road for me. I also appreciate the discounted penalty for having to leave my currant contact early. Thank you.

Internet is always down and advisors are always rude

I signed up for full-fibre with Plusnet - I have been with them for broadband for many years and, previously, for mobile as well, until they stopped providing it. I was informed the engineer would call between 1 and 6pm on 20 March. I waited until 5.40pm and rang Plusnet as I had heard nothing. Plusnet rang Openreach who informed them that the engineer was nearly finished on his last call and that he would be coming to me. When I still hadn't heard anything, I rang Plusnet again at 7.08pm. The person rang Openreach but couldn't get a reply. In the meantime, I got cut off. I rang again at 7.31pm. I was told Openreach close at 7.30 and she still hadn't got through to them. Plusnet are currently pushing their full fibre service but there is no installation and nobody bothers to let you know.

Spoke to a lovely lady this morning to renew my contract. She was so helpful and patient with me.
I did not jot down her name, but if anyone from Plusnet reads this, it was her birthday on the 10th of this month. Please thank her for me for her help, and her understanding all much appreciated.

The router provided doesnt work for Wifi. When I called complaining about interruptions in connection they claimed to only guarantee speeds and stability on ethernet cables, not the wifi. They refused replace the router and said Id have to spend my own money buying a good wifi router to fix the problem. Disgusting treatment of customers.

Poor connection and excessive pricing
The connection quality was very poor, with frequent dropouts throughout the day. This made the service unreliable and frustrating to use.
On top of that, I later realised I had been out of contract for some time and the price had increased significantly. I was paying far more than the service was worth.
I have now switched provider and am paying around a quarter of the price for a stable connection with no dropouts.
Overall, very disappointing.

I lost the ability to access my account with my email address and password. Even my username and password became hit and miss at being recognized as correct, despite repeatedly creating new passwords. Of course, my VPN had to be off as well... My bills were in the bill history, but won't load to view individually and in detail. Any attempt to phone customer service ended up taking a minimum of 20 minutes waiting and even then didn't get through. Emailing feedback , a query or complaining all have to be done while being logged in. Their attempts to get in touch with me failed, apparently because of an incorrectly noted phone number. As I occasionally was able to log in, the difficulties encountered there were not on their side or web site, apparently.
I was happy enough for many years with them, but not anymore. How this sits with their marvellous, award winning reviews is beyond me. I am off to another provider.

My price has doubled as my contract ended while overseas, 5 days after this change my Direct Debit was taken for the increased amount. There was no way to chat or email, only costly overseas calls while waiting in a queue.

When logging in to my account I could also not use the upgrade function, that just give the option of calling that was of no use while overseas. No option was available to cancel the contract online, again only costly call when overseas.

This is not a good service at all and very limited contact options compared to other companies.

Only just joined so cant comment on broadband just yet but have spoken to 2 woman in Sheffield call centre to change install day and confirm details. Both very polite and helpful. A breath of fresh air compared to Vodafone who I am switching away from!

Set up process a complete failure and agents are routinely and unashamedly dishonest and manipulative.

This company will waste hours, days and weeks of your life and make you doubt your eyes and ears. AVOID AVOID AVOID.

dreadful customer service.
positive first : wifi working well ( despite being sent the wrong router originally )
negatives : agreed over phone for installation plus £125 , confirmed twice since . to compete with other company
despite 31 emails from plusnet & 2 letters /3 phone calls from me they have sent only one card for £50.
their last promise was for vouchers within 2-3 days
nothing yet ! i am sending another letter & hope they respond either to it or to this review .
i doubt they will consider but some compensation for my time would be appreciated !

I get a measly 27mbps Download and 2mbps upload on my network which I pay £40 for a month and has a guarantee of 500mbps down and 100mbps up.

My parents have contacted them dozens of times over the duration of our contract and THEY HAVENT FIXED IT AT ALL. Not a care in the world for their customers.

£40 for the inability to do university work. I can't even load google.com! Its false advertising and the clear definition of robbery. Even one bar of 4G on my phone is better than FIBRE OPTICS TO THE PREMISES with plusnet.

Disconnections, ice age speeds, lost count of engineers turning up with a different explanation every time, phone staff trained to sell upgrades instead of solutions, management more interested to close complaints.

Latest manager on the phone today, just a mouthpiece full of deflections and whataboutism,instead of admitting poor service and offering redress, she started to talk over me to rush finishing voicing her little computer script, from the moment I refused to close the complaint. Even had the cheek to claim they sell the best service in the world.

:edit: The internet cut off again while I was typing this. I called back again, turns out the complaint reviewer was just another agent trying to close the complaint. And the land line sounds like trying to talk to a frying pan. I'm paying for all that bowl arcs.

You are replaceable.

I’ve just spoken with Jacob,had a little problem with my download speed,sorted out within minutes literally!absolute lovely person and knows his job well!total credit to Plusnet,not gonna go down the road of a pay rise,just hope his football team soon have better times!!thanks again Jacob.

There's no way to chat online so I've been sat on the phone for upwards of 40 mins wasting my morning after plusnet informed me that they were hiking up my prices by £4 per month with no ways out of it without paying more than £80.

Meanwhile on their front page they're claiming there’s no price rise in 2026 and offering customers a better price than I was paying originally.

Stay away from this company, their internet is average at best and customer service is completely non-existent, all they're interested in is fleecing existing customers.

My internet was changed to Fibre optic and i decided to stay with Plusnet. Big mistake. I later realised that Plusnet was offering fibre optic deals to new customers for a much lower price than I was paying. Called to complain and was rudely told "hard luck". I have been a Plusnet customer for over 20 years which counts for nothing, but when my current contract ends, I will leave with no regrets

I was a Plusnet customer for several years, but my experience over the past year became extremely frustrating due to repeated faults with the copper landline and broadband service. Essentially we were paying a premium for service we were not getting.

We had landline and internet outages in March, October and December 2025. The latter was the most serious and persisted throughout the Christmas and New Year period. The Plusnet support agent could see the outages logged on his computer, but wrongly recorded the incident as "noisy line" which I have since learnt they do to avoid paying out compensation for service disruption.

Between these complete outages, the broadband speed dropped from a modest 35 Mbps down to only about 2 Mbps at peak time. There was a lot of other weirdness like people trying to phone into the house, but getting an engaged tone, despite nobody being on the phone. And sometimes when you answered the phone, it made the internet connection drop.

BT Openreach attended on each occasion but just shrugged their shoulders and basically said there was nothing they could do, because the copper infrastructure is to be switched off soon. The consensus was that water ingress after periods of heavy rain was intermittently shorting out the connection somewhere in the street. BT Openreach advised that switching to full fibre would ultimately be the proper long term solution. Unfortunately FTTP was not available at my address (even though the neighbours both sides have it) and there was no timeline for when it might be installed.

What made the situation worse was the lack of clear communication. I requested written information from Plusnet about alternative options (including switching to mobile broadband and VoIP with EE), but this never materialised despite being promised. I was also directed through the “Member Perks” section of the Plusnet website to order my new EE services, only to have the order blocked and be told to visit an EE shop instead. After spending time travelling there, EE shop staff rudely told me they would not honour the pricing and claimed they had no affiliation with Plusnet! This was a complete waste of time and deeply infuriating.

I raised a formal complaint through Resolver. Only at that stage did Plusnet start to listen to me more seriously and agreed to allow me to leave my contract without early termination charges due to the ongoing issues. Even then, the billing process was confusing, with termination charges appearing on the account and then being manually credited later — which involved yet more phone calls.

In the end I switched to 5G home broadband from Three and moved my landline number to a VoIP provider. The new connection has been dramatically faster (585 Mbps) and far more reliable than the copper service I had before. And I'm only paying half of what I was previously getting charged by Plusnet.

I struggle to understand how Plusnet went from being one of the best broadband providers to one of the worst. The reviews here speak volumes. It's as if they are deliberately running the business into the ground ahead of closing it down completely. My own experience was of repeated faults, poor communication, and broken systems that seemed unable to deal with anything outside a standard script.

If I could give a - score I would. After attempting to cancel this service for two months I cancelled the DD. I followed this up with a phone call. I then received two emails demanding pyt. I made the pyt to avoid court action CCJ and am now circa £150 out of pocket. This account was my late mother’s account which we retained pending sale of property.I have had PNet for 20 years + and I am cancelling this as well. For a company that acts without integrity it is not one I will undertake business with. My recommendation is to avoid at all costs.

Was having problems with my current internet supplier, so decided to change to Plusnet. Was invoiced by Plusnet £41.99, but in the meantime my supplier sorted the problem out. So I stayed with them, Plusnet only refunded £21.99, so I was £20.00 out of pocket. I had the invoice to prove it, but they maintain I only paid them £21.99. Now they've closed the inquiry, stating we believe we've now fully resolved your issue.....Total rubbish...

Please read and acknowledge these reviews I’m really upset with this company. We’re pensioners and it’s going to cost us more money to stay in contract because we don’t have WiFi all through the house and cost us if we leave. Our door bell camera won’t work now because no WiFi but they’re still charging us full price broadband and once you’re used to having doorbell security it’s awful not having it but they’re still charging don’t care. Awful company that put on a tv face of being there for you when really I was told today that as far as they’re concerned they’ve supplied broadband even if it only supplies half the house (and we don’t live in a big house) if we leave we have to pay to leave because we’re under contract, they said we’ll have to pay a private company to put booster's in the rest of the house. I’m going to have to go through the ombudsman if I can because I’m paying for a service every month I’m not getting. Please be careful before you sign up to them as it’s an expensive mistake.