Plusnet Reviews 11,928

Awful company, poor communication. Misleading letters and staff that don’t know their own process or SLA’s.

Signed up to Plusnet on the 14th of October - cancelled the same day as they couldn’t not get an open reach engineer until mid November. Funny that when I signed up with sky I had an engineer come out the next day.

I was told that a refund would processed immediately and would reach my account without 5 days. Also had a letter to confirm.
Just spoke to Plusnet and I’m being told it’s 10-15 days. Shambolic company, looks like I had a lucky escape not signing up with them. Heaven for bid if I had an emergency with my broadband. Stay clear of this company.

I have been with Plusnet for almost twenty years and expected at least a little respect and clarity from a company that once called itself friendly and straightforward.

When my contract ended in July 2025, Plusnet sent a single email titled “Your services” — an utterly meaningless heading that gave no hint of its importance. I rely on help with digital correspondence because of health issues and didn’t notice that message for several months. During that time Plusnet quietly increased my bill from £26.40 to £62.34 a month, without any clear or accessible reminder that my fixed-term contract had expired.

When I discovered this, I contacted them immediately. The responses were cold, formulaic, and dismissive: “we followed Ofcom rules,” “our process was correct,” “we owe you nothing.” No consideration at all for a loyal, senior customer with special needs who has stayed with them for nineteen years.

They have since charged me £62 again, even while I am in the middle of switching providers — proof that their system has no compassion or sense of fairness. Their so-called Executive Complaints Team offered a token £35 “gesture” while insisting they had done nothing wrong.

Plusnet’s behaviour has left me deeply disappointed. The broadband itself was average, but their treatment of a long-term, vulnerable customer has been disgraceful. I am now preparing a detailed letter to Which? Magazine, of which I am a subscriber, asking how they can possibly justify keeping Plusnet ranked #2 in their broadband charts for the second year running when this is the way they treat the people who trusted them the most.

I hope my experience helps others to think twice before staying silent or accepting unjustified price hikes disguised under meaningless emails.

I switched over from BT and was getting full fibre speed almost but at a high price, I chose full fibre 500 from Plusnet but after 14 days I am only getting about 180 mbps and initially their child protection system didn't work, they were supposed to get back to me with their technicians, but they never did, so not all that impressed, I am saving about £250 a year compared with BT though.

Switched from Plusnet to Zen -

Plus net charged me £60 on 16 September
I switched on 23 September and confirmed this switch.
Plus net then produced an invoice refunding me a rather pathetic £30 - It looks like it charged me £30 for 7 days. This is absolute robbery and will be reporting this to Ofcom and using the bank direct debit guarantee to recall the payment of £60.

I'm really surprised by the rating on Trustpilot. I have been with them for several years now and moved home a couple of times. I'm not tech savvy at all and on each occasion the Plusnet employee has talked me through what to do to get set up at my new place and the engineers have turned up on time each time.
Fantastic service.

Company is disconnected. My internet has been down for over 24 hours. Plusnet’s chat bot told me the issues had been resolved, when they hadn’t. The customer service has no idea what’s going on with the outages and have no words about what can be done. I live in an area with really poor signal and am completely disconnected. Plusnet is charging me a premium and I’m not getting my moneys worth.

Have just renewed my contract with Plusnet after being with them since 2013. The price was very competitive and the Customer Service person was very helpful ( I’m 67 and not tech savvy ) . fully explained the process and answered all my questions very politely and professionally. I’ve been with Plusnet for 12 years and have never had any problem whatsoever that has not been solved in minutes with waiting times less than a couple of minutes. I can’t understand why people give negative reviews when I have had no problems at all. If you live in South Cheshire, you will have difficulty getting better service !!!

So the price increases are not good, as usual a big company charges you more because it's fibre, ita an Old BT socket with the very old white wire..technically it's Fibre but it's a joke. The speeds have been good but I've cancelled. Trying to stay logged into the website is hard especially when you're trying to find the leaving page, I spoke to an advisor who sorted the cancelation out and still tried to off me a deal but it wasn't cheaper than what I pay with my new provider and slower. Who ever is doing the emails for leavers please stop, shocking isn't the word. I've received an email this morning confirming my leaving date but also confirming price increase from March 2025, i won't be with Plusnet then and it's another increase in price? For what? Won't recommend due to the fact they are selling fibre and don't actually know what the fibre part is.

A complete lack of professionalism and empathy demonstrated by tele person. Very poor service says one thing then completely does another! Take your business else where to a more reputable supplier these people really don't care.
I believe the way I have been treated is nothing short of disgusting.

For several months thought Plusnet was ok and, I thought, reasonably priced but that soon changed when I started getting buffering when trying to watch TV. I supposedly had superfast fibre broadband 500 MB/s however speeds were regularly dropping to below 50MB/s. Also at the same time I was getting offered an upgrade to 900MB/s at a lower price than I was paying. I contacted Plusnet stating that I was interested in taking up the offer but would only do so if they managed to resolve the regular drops in service that I was getting. After 3 months of dispute, Plusnet were unable to provide a consistent broadband speed, would offer nothing by way in compensation for them failing to meet their contracted deliverables and then asked if I wanted to switch to the new 'faster' and cheaper deal. I obviously said No. I then moved to a different supplier who was not only faster but cheaper than even Plusnet's special deal. Plusnet then told me I would have to pay an early termination fee but after much discussion and me stating I would not pay it as they hadn't fulfilled their contract and as such had forced me to leave they eventually agreed to waive the early termination fee as a gesture of goodwill.
There's a lot more to add in that they said that they couldn't accept a drop in speed of 90% over WiFi at 5-10feet clear line of sight of the router as their fault, they were a low cost budget supplier who couldn't guarantee a level of service and would only accept a decrease in broadband speeds had occurred if measure via ethernet direct from the router. The other thing is their online support is appalling with them expecting their customers to use Twitter / X to contact them online with issues. No email and no online chat is readily available.
If you're in a small one bed flat and get a good deal then maybe go with Plusnet but if you're in a property that has multiple rooms or two storeys then avoid.

New customer here and so far not impressed. My installation is a week late. I've not received any news or updates regarding a new installation date. I am out of contract with my current supplier, who has increased my bill by 15%. My intention was to switch suppliers before the increase, but that hasn't worked in my favour. Plusnet's phone lines are always busy, so it's impossible to get in touch with them.

My internet has been lagging for just over 2 months, and the support team has been shocking. Router sent to the wrong address. Being told my upload is really high, I used to be able to live stream to twitch with alot of a worse Internet than this with no issues at all! Even when im not Live i still get lag. They then asked me how im doing these tests and I tell them I recently updated my setup and it did get better but still isnt fully there, I still lag alot and they see that and decided I said its perfect????

"We believe we've now fully resolved your issue. I'd like to thank you for your patience whilst we've dealt with it."

That is what it said?? I never said it was was fully resolved. This is shocking that you dont even care.

Had no landline for over 2 weeks (no mobile service where we live) and very slow intermittent internet service. Still no date when it will be fixed and any requests for compensation have been ignored.

Warning Plusnet only has a human between 8 - 8.
Outside of these times, you are totally on your own.
Beware if you develop a fault with their service, their customer service is professional and friendly but they are just puppets to Openreach and there's little they can do it seems. Beware of Plusnet. Their service/contact levels with Openreach don't work.
1st October I raised a Question 250492590 after multiple failures over 6 months up to and more than 5 hours which I had logged since March.
They were not interested in the clear evidence, history, procedure didn't allow. They only deal with now. Beware of Plusnet.
They booked an Openreach slot with lots of talk of a text an hour before the engineer etc.
[My fault is the Openreach optical network terminal (ONT) PON lamp goes solid red for hours]
BUT No text from an engineer. No Show from an engineer.
(Not Plusnet's fault to be fair but did they know - who pays for that?)
Then, more outages, more lengthy round and round calls and another Open Reach engineer booked 1 - 6pm, and they will text etc.
Open Reach turned up unannounced before lunch.
Nothing wrong.
Possibly customer side fault..... Shocking:(
Here we go and next the router (with port forwarding etc) had to be replaced, but Plusnet Customer services booked a call with me, 4-5 and confirmed that they will call which was honestly quite comforting.
But no, silly me, No call back as promised and it appears the service operator closed my fault as it seems it had been rectified. ?
So yesterday, 3rd requested call from their HELP line, new ticket 250795079, starting from scratch. They only deal with now. The last ticket is closed, there is NO history.
Engineer booked tomorrow 20/10/25 1-6.
Stay tuned.
I think this is starting to look like a serious well documented OfCom formal complaint.
I now cannot trust Plusnet because they just cant do anything but take your money and be kind to you and offer compensation and hope you go away. BEWARE - Seriously.
I just want the internet, that's all I want.
I don't want to talk with them.
I would like the rock solid service I had from Virgin Media for 14 years on coax.
This install is a mess.
**** Beware of Plusnet, they only can talk to you about today, there is no yesterday with Plusnet. You didn't exist yesterday, you are new to them every day.
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20/10/25 Openreach Support Engineer Matthew called me to say he would be here in 30 minutes.
Total Professional. He ran many stress tests and wants to dig deeper down stream. I finally got a real engineer who knew his trade. I will now try and hold the ticket open for 2 weeks as further monitoring tests will be now requested by Openreach and hopefully the fault will be exposed. These are sometimes hard faults to find. Everything was well explained to me and I will now continue to log this service like a hawk.
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Surprise call from Openreach yesterday and a brilliant engineer ran full tests, changed the port on the pole out front, changed the ONT, reading of -19db so well within margin. Connection is currently stable but if this fails again, its the Exchange end [Head-end] and thats getting serious. Lets hope this is finished.
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If this breaks again, I will start a new review.
Plusnet are making out to care. Once this contract is finished, so are they. BEWARE of Plusnet. They simply cant help you if you have a fault. This Question 250899741 is hopefully the last.
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I had a follow up call 27/10 PM from Plusnet and the chap appeared to have taken ownership of this one. I asked if I may keep the job open for just 1 more week and that my service had been stable to this point but I would appreciate some more time. The support person said he would call me back next week on Monday so lets hope 1. the service is solid and 2. I can then thank Plusnet 3. I get the call. That would be the best outcome for them & me.
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One of the worse companies out there. The unfairness is so massive than is not even point to waste anymore my time .

I have just moved from BT to plusnet after escaping BT 's high prices ,it was so easy to switch i got a day when the switchover was happening and got my hub in the post plugged it in and I was live no fuss very straightforward,and £10 cheaper than BT even after the usual increase after 2 years it will still be cheaper im very happy the hub does exactly the same as BT did thankyou Plusnet

The plusnet ethos is a fake, it proscribed to be reliable friendly and good value, this is garbage.
My connection and speeds are little more than prehistoric !
I phone to complain and go around in the same cycle.

We'll run a diagnostic.
All seems to be good.
Speeds are fine.

The truth is the speeds are slow and the connection is unreliable.

I will be ditching this excuse for a company as soon as possible..

Dear Plusnet Customer Service Team,

I wanted to take a moment to express my sincere appreciation for the outstanding support I recently received from your team. From the moment I reached out, the representative was professional, patient, and genuinely eager to help.

They listened carefully to my issue, explained the steps clearly, and ensured that my problem was resolved quickly and efficiently. It’s rare these days to find customer service that combines both technical expertise and such a friendly, human touch.

Thanks to your team’s excellent assistance, my broadband is now running smoothly, and I’m very pleased with the service. Please pass on my thanks and recognition to everyone involved — it truly makes a difference.

On renewal of my contract I have had nothing but problems. The usual slow speeds. Delay in receiving £75 loyalty discount and further delay in receiving £50 goodwill gesture for poor service. If this has not been received by Saturday I intend to end my contract due to plusnet not fulfilling their part of said contract. Have used them for 5 years but service is now appalling.

Spoke to customer service about cancelling an engineer appointment because no one would be home .
My contract runs out 31st Oct 2025 and I have singed for another to start straight after BUT I've had to rebook an engineer for 12th Nov 2025 to fit fiber cable , customer service guy was quit abrupt at explaining terms and I was told I would be charged out of contract charges until my new cable is fitted.
I was put on hold to speak to the billing department and that's where I stayed for 25 min with no answer so I hung up. Will call them again during the day when maybe I will have a happier person on the phone. Crappy service