Plusnet Reviews 12,294

I have been a customer for almost 10 years, since 2016, and when my contract expired in march 2025, they increased my price by 300%

when i asked why this happened they said there was nothing they can do, so cancelled and had to stomach i was over charged by 400 pounds or more over the past several months... what a rubbish business. no wonder the trustpilot score is so low here.

The most bizarre company we have ever joined. The price on the contract seemed reasonable at first. However this system of having 'credit' and needing to 'top-up' made no sense to me having thought this was just a fixed phone bill.

Even having a lot of 'credit' left at £50 we would still be charged a pretty hefty phone bill anyway even though we didn't use the landline often, just few half-hour local calls. So that put us in a position where we was paying for this so-called credit that wasn't being used. Rather than simply being charged for our actual usage of the service, its charging us based on hypotheticals.

Later after the contract we was being careful of how much we was using the phone. The broadband is abysmally slow using it a couple of times a week for online work. As for the calls trying to be sparing and call 1 or 2 times a week. Yet we was still charged between £70-£100 per month.

Totally bizarre and dreadful.

If I were able to leave zero stars I would. Having been a loyal customer for many years, I went out of contract last year.
No phone call, an email which I missed.
As a result my DD went up from £25 a month to £65 a month.
Absolutely diabolical way to treat a customer of eight years.
Avoid at all costs.
I've switched to a company who value my custom.

Not a good company WiFi is rubbish and all about money not interest in anything else very unhappy do not recommend at all my advice stay well away

Price going up when I already pay way above other providers, such as BT. I rang to speak to an advisor who couldn't care less and told me "this was all explained to you a year ago". I will be leaving PlusNet at the end of my contract and felt really undervalued and unheard as a customer. The increase is significant and it feels wrong.

The levels of support and ignorance forthcoming are hard to fathom, they can just about manage to take login credentials, after that, the resolution of anything is a total waste of time.

There’s a total failure to address spam email for months and months now - a solution offered just now by phone, was to send some of the spam emails to abuse [at] plus.net yet it’s the very email domain which they’ve just been forwarded from and what’s more, they’ve already been marked by Plusnet systems as spam, yet they’re still being delivered through to people’s inboxes, dozens and dozens per day.

The level of technical incompetence displayed by telephone support is really staggering. Twenty years ago they were an amazing company, for all the right reasons, today they’re not even a shadow of those glory years, where service was effortless and top notch.

They decided to offload their email service to a firm called Greenby and it has been an utter shambles. Webmail is often down and unable to log in, incredibly slow even if you can get in.

Price increase for no reason, hiden in the terms and conditions.

I took out fibre broadband contract which finishes in January 2027. At the moment I am paying about £33.50 and increasing, new plusnet offers to new customers are starting at £22.99. They won't let me out of or renew my contract so I am stuck. So much for over 20 years loyalty. When my contract is up I'll try a new provider

Phoned to sort out a house move. Was told the fee for this is £65. Their "friendly" customer service agent then got pushy trying to upsell a renewed 24 month contract, making me feel stupid for wanting to just pay the move fee and not renew the contract.

Terrible experience. I absolutely won't be renewing any contract with Plusnet or staying with them a second longer than I have to.

Been with plusnet for about ten years.. never had a problem and I've moved twice. Everything has always been fantastic and the service has never gone down. Customer services also nice helpful people.

Recently left Plusnet for sky in December, Plusnet sent me a text message saying owed final payment, never heard of them then, 2 weeks later a debt collection company EP Financial services rang to say account had been passed to them for collection plus additional charges for transfer, never actually received a final bill advising me to pay the actual bill & to date have still not received any bills, I would avoid as very poor communication and don’t give you a chance to pay as refer to a debt collection company without telling you!!! Avoid…

I cannot recommend the plusnet customer service team any higher. I’ve had to navigate (and continue to navigate) a very tricky fibre installation and despite the immense frustration of having a delayed service the team have been exemplary in showing empathy and taking responsibility to ensure I get to the outcome I need. So big thank you to the Plusnet customer service team! I was supported today by Saba who was excellent! Empathic, took responsibility, and is making all the right actions so I can find a resolution. Massive thank you!

I rarely write negative reviews, but my experience with Plusnet has been the most frustrating and poorly handled service issue I’ve ever dealt with.

In November, I contacted Plusnet to arrange a simple move of my broadband from one apartment to another directly opposite, in the same building. I gave two weeks’ notice and was clearly told that on moving day I would just need to unplug the router and reconnect it in the new flat.

On the day of the move (4 December), the internet did not work. After spending a long time on the phone, I was told activation would take a week. A week later, there was still no service. After another lengthy call, I was told the property was in a “hotspot area” and Openreach would need to attend, something that should have been identified in advance, especially given the connection was simply moving across the hall.

The earliest appointment available was 29 December, meaning Plusnet left me without internet for almost a full month, over Christmas, despite being notified of the move in mid-November.

After Openreach finally restored the service, the situation got worse.

On 23 January, a new tenant moved into the apartment opposite and signed up with Plusnet. On the day their service was activated, my internet was suddenly disconnected. I immediately called and explained that my line had likely been cut, but I was repeatedly told the issue was my router. I spent hours troubleshooting, including accessing router settings on my laptop. A replacement router was sent, still no connection.

I then requested an engineer visit. During this call, I was told to stop calling and wait, and that engineer visits “come out of their pocket,” which made it sound as though I was asking for a favour rather than reporting a fault.

When the engineer finally arrived, he was given access to my neighbour’s account instead of mine and therefore could not carry out any work. He left without even checking the line.

After weeks of further calls and repeated explanations (as no one seemed to have any record of previous conversations), Plusnet finally admitted that my connection had been disconnected in error.

By this point, after months of disruption, hours wasted on the phone, and no reliable service, I cancelled my contract out of sheer frustration.

To make matters worse, I have now received an email confirming that I have been charged for February and March, despite not having a working service and after cancelling due to faults caused by Plusnet themselves.

During all of this, my bill was also increased by £4.99 in February, only months after renewing my contract in September.

This experience has involved:

Nearly two months without reliable internet

Loss of service over the Christmas period

Multiple errors by Plusnet and Openreach

Engineer visits arranged incorrectly

Hours and hours spent on the phone repeating the same information

No proactive communication or ownership of the issue

Being charged for services I did not receive

No compensation offered

The lack of accountability, poor internal communication, and ongoing billing issues have made this an extremely stressful and disappointing experience.

I would strongly advise others to think carefully before choosing Plusnet. I have never felt so frustrated or poorly treated by a service provider.

Im not suprised most people are leaving one star reviews. Ive just received an email telling me my bill is ready to view. Ive spoken twice that Ive moved to a new supplier, and that Im not renewing. I disconnected my modem a week before my contract ends on 28th Feb. Yet theyre sending me a bill for March and informing me of the next one in April. How much time on the phone do I need to waste to explain Im not renewing. Do they bother to take this onboard?

They keep you on the line for ages. I had a simple, reasonable enquiry. I had moved to a new provider, but they billed me for another month. After 1hr on hold they told me what the problem was, ‘the service had ceased but the account was still open’. They then passed me to another person to resolve this, this person then asked me what the problem was, to which I answered ‘you have already told me this, you must have a record of it?’. They then put me on hold twice for about 30mins, then told me they would fix it and rung me back tomorrow. Could be an external call centre but I'd say it’s the worst I've ever come across.

My experience with Plusnet has been nothing short of devastating, and I feel compelled to warn others.

After moving into my new flat, I signed up with Plusnet expecting a reliable broadband service. Instead, I was met with constant connection failures from day one. I contacted their team repeatedly to explain how unusable the service was, and I was assured that an engineer would be sent out to investigate. No engineer ever arrived. Not once.

The lack of support had serious consequences. I work from home, and because Plusnet failed to provide a functioning service or any meaningful assistance, I lost my work‑from‑home contract. I made the customer service team fully aware of my situation, but they showed no urgency, no empathy, and no willingness to resolve the issue.

With no working broadband and no help forthcoming, I had no choice but to cancel the contract. Instead of acknowledging their failure, Plusnet added insult to injury by charging me a £124 cancellation fee — despite the fact that the service never worked properly in the first place.

This entire experience has been incredibly stressful, costly, and disappointing. No engineer, no resolution, no accountability. I expected far better from a company that claims to care about its customers.

This is the second time the internet has gone down. All they say is sorry and that it will take two days to fix. Last time it took a day but because this has happened on a Saturday I doubt it will get fixed until Monday or Tuesday. I appreciate this is also an Openreach issue but they haven’t offered any dongle or anything. My kids can’t play on their Xbox and we can’t watch anything and I’ll miss a couple of days work if it doesn’t get fixed because I work at home. Everyone else in the village on other ISPs still have internet but still obviously openreach have their internet.

Plusnet have been charging me over double my original contract for nearly 2 years as I was out of contract and they didn't automatically renew mine. They did not try and get in contact with me to inform me. They have taken in total £600 extra from me. I would not recommend to anyone

shocking customer service with no compassion. there is no service for dealing with bereavement, I’m currently on hold, having to use my dead father’s phone, that i have had to go and dig out of his house, because no other number will get through their IVR. I’m being forced to listen to happy happy hold music for 20 minutes. you should be ashamed of yourselves.