Plusnet Reviews 12,294

I've been a Plusnet customer for about 4 years without any issues, they were quick to respond when my line based system slowed and the speed was soon restored.
Yesterday i had full fibre installed after i was called previously by Plusnet. I was offered a better price than already paying and no price increase this March, since i wanted time to think about it i asked them to call me back the next day. I prepared a few questions that i needed clarified, connection details etc which were all answered. Everything was set up online for the installation the following week and it completed yesterday, the router installed upstairs and all the wiring was left tidy and cleanly fitted. No issues so far and its all running as expected at a much higher speed. All good.

Avoid . They are so unreliable . And very rude and troublesome to deal with .

AVOID this company at all costs.
Shoddy working service, even poorer customer service and they will not compensate if you have not had a working service throughout your contract. They will also charge you a cancellation fee !!!
Terrible experience throughout, the worst.AVOID!!!

Plusnet transferred my webmail to another provider and since then I haven't been able to send an email.
Plusnet no longer want to help and trying to contact the ne provider is virtually impossible.
I am trying to run a business without being able to send an email!!

Visiting here as a farewell. Plusnet are not doing landlines any more after the digital switchover so they sent us to EE. Our own Plusnet-to-EE transfer experience was fairly good but I was surprised to see a fair number of one-star Trustpilot reviews for EE. So having always had reasonable service from Plusnet I thought I would check their Trustpilot page and was surprised to see their even worse rating. We've been with Plusnet for probably 15 years and have found them good over that time. We had a noisy telephone line issue a few months back and although it took Openreach some time (2 weeks) to fix it, it was easy to contact Plusnet by mobile text and they regularly kept us up to date. I would say that Help call phone response times have probably deteriorated over the years, thankfully all our real problems with the ancient copper lines to us were years ago when they were very responsive. I hope the current situation improves from today's star rating

decided to go with plusnet given so called awards of best service provider! What a mistake ordered transfer package end of November 2025 in black friday sales by feb 2026 numerous calls still not transfered they kept blaming issue on my current provider not cancelling their end. Eventually when one competent call handler took up case in feb turns out issue was with plusnet all along with an order blocking the line (somehow) anyway I gave up! No compensation nothing for the time lost and trauma! Keep well clear!!

Easy transfer, great customer service and excellent speeds.

Had my broadband installed this morning . The guys were right ontime and it took less than an hour to install and have it up and running . Done a tidy job, cleaned up the little mess and were really friendly . Shouldve gpne with plusnet in the first place. Credit to Jake and Liam .. great team and really friendly would highly reccommend .thanks again x

Would give 0 if I could. Contacted to with an issue where my IP address is registered in America so unable to watch streaming services. First call handler said they have never heard of it. Seconds says it’s a known problem we are trying to fix, with no timeline, explained that they are not providing the service for ask for, answer was you still have internet, even though I can’t use it for what I want. Passed to cancellation team to Luke who said he has streaming services and he can watch them, I said i can’t because it’s registered in America he said I could use mobile data! Even though I pay them for broadband, then he said “listen mate it’s worked since July and you still have internet” i do yes but I can’t watch Disney TNT Netflix etc which cost a lot of money.
For a company that prides its self on uk based call centres and customer service this is appalling, I’ve never been spoken to like that when they have an issue they can’t resolve!

Judging by the reviews this will get lost with the rest but please do take heed of this reviews I sure wish I had. Shocking company I will pay the cancellation fee to leave

I'm leaving Plusnet due to poor customer service. If you get a problem, as we did, they did nothing off the net for two weeks; customer care was rubbish. The empire strikes back now.

Mobile website doesn't work when trying to pay a bill. No longer offer static IP addresses and staff generally unhelpful. Used to be a great ISP company, butu have completely lost sight of their values once they scaled. But I don't imagine the shareholders will care about that. Such a shame.

Avoid at all costs!

This firm claims that “excellent” customer services is important - it clearly is not. They couldn’t even provide me with an email address to contact them so it must be done by post. They then passed by account on to a collections company without speaking to me.

I was with plusnet for around 5 years. the few times I had a issue with the landline or internet, they were soon quick to reply and had a engineer out within 24 hours.

only left because I was conned into signing a contract with UW which is a waste of space.

Terrible service! Glad we are leaving!
We have recently decided to move broadband provider from Plusnet to EE. We have been impressed with how easy it is to contact EE and speak to a real person in their customer service dept. The same cannot be said for Plusnet. All we now want to do is return their router as they have requested, but trying to use their Royal Mail link to print the return label off simply does not work. After much frustration I tried phoning them, but the outgoing message says the call wait time is in excess of 20 minutes - at my expense! If they want the router returned why can't they just have a simple link on their website to print off a label or send the customer a freepost envelope/bag ? If we don't return the router we are told we will be charged, but they seem to be making it deliberately difficult for customers to do this. Awful service.

Plusnet stopped providing emails. They have subcontracted out the emails service to greenby. The service from greenby is poor. No phone number to call and slow chat bot in responding. Difficulty to deal with.

Hiked the price by £4/month before they had even installed and started delivering the service. Advertising is misleading.

I joined them in December as they were offering a £150 gift card to join them as a new customer. I claimed this right away and when it did NOT ARRIVE in the promised period, after a reasonable time, I chased for it only to be told that they had no record of me claiming it and therefore I could not have it as it was now out of time to make the claim and there was nothing they could do as their hands were tied.

They gave me all kinds of nonsense excuses for welching such as:

Excuse 1. you did not get an email from us confirming you had completed the form on their website ... so now I am at fault for their not sending an email I do not even know I am supposed to get?!

Excuse 2 - do you have proof you filled in the claim form? Of course I do not have proof when it is done on their website as they should well know, they are asking for something impossible for me!

The common sense reasoning that of course I would have filled it in as it was the only reason I joined Plusnet and i joined them through these offer links was not applied either.

Excuse 3 - whether it is their electronic blip or not, there is nothing to do now as out of time, their hands are tied. But as a good will gesture I can have a month's free plusnet, tied into an expensive service that only made sense with the £150 off.

TERRIBLE deceitful company. CHEATS. LIARS. I am not alone apparently in this. What a shocking way to do business.

My account/contract ended and was subsequently closed in January 2026. I received an email notification regarding a credit amount of £28.78. Plusnet issued a cheque for that amount in someone else's name (Lily Edgington). Bizarre doesn't even cut it. How does one write a letter about a credit to one person and issue a cheque in a completely different name? Worse, I call to address the discrepancy and the responding personnel gives excuses about DPA 2018 - WHAT? Apparently, the number I called them with which was already acknowledged as known had to be repeated. I haven't memorised it so the call had to end (I didn't pass security for a closed account. Ridiculous - please issue the cheque in my name. It is fraudulent to present a cheque in another persons name.

I've been with Plusnet on and off for around 15 years.

The only downside is you have to keep an eye out for price rises at the end of your contract. My price was set to go through the roof (from £22.99 a month to nearly £50 a month). I received a text message and email telling me this, logged on and was offered a new 18 month contract at the same price as before so took it. If I hadn't done anything I would have been moved to paying a much higher price so for that reason I've knocked a point off.

Apart from that I can't fault Plusnet at all. The service is extremely reliable. I've only had one major issue, when broadband went completely down because of a cabling issue - that wasn't Plusnet's fault but they diagnosed the problem and someone came out promptly to fix it. On the few occasions I've had to ring Plusnet the person I've spoken to has been knowledgeable, polite, friendly and, unusually for customer service staff at a big company, they seemed genuinely keen to help.

I have been with Plusnet for at least 15 years. I’ve never considered a review +ve or -ve before because it has always delivered the service promised. In posting this I was surprised to see so many poor reviews. I am now a No Landline Full Fibre consumer and just switched to 150 mgbs. I went through Customer Services (always my preferred interaction) and this has met with knowledgeable agents. My last conversation 4th March was with Faith Brown. She was most pleasant to deal with and it was a very rewarding professional experience, such that it prompted this review. A delightful person. She deserves this accolade.