Plusnet Reviews 11,928

No issues, asides the router turning itself off occasionally. Called out due to lack of Internet (router in living room). Came home to find router now in bedroom. When I called to enquire, told line was fine (even though now in bedroom), if I wanted it back in the livingroom it would cost me £160. Best advice, stay away from these guys.

My brother in law passed away . So as soon as I could I informed plus net . They basically swayed the account over to me without my consent. And then started to message and text me every day saying I owed the bill.
I rang and ask to speak to the bereavement team . Which they don't seem to have . And so they just cut me off,took me 3 goes to finally get through . I don hope it's now sorted . But this company is ment to be aware winning. What a joke .

I have been with plusnet for many years and they used to provide an excellent service. These days the service regularly drops multiple times in the day. It isn't just my own connection. I have been staying with a friend who also has Plusnet and the problems are identical.

I was using borband from Plusnet for 18months I was very happy never have any issue. Sad think was they don't have good deal for existing costumer very sad.... . I was using for 2 year mobile phone and was grateful till they close mobile. Highly recommended...💯happened

This is an odd review as I am not with Plusnet.
I was supposed to be but OPENREACH failed to turn up in the FIVE hour window they'd been banging on about for weeks with constant reminders via text and email to remind ME to be available. I even waited an extra hour. As I work a 0 hrs contract 6 hours cost me more than just a wasted morning -MUCH more. More than I can afford.

I was so hacked off I cancelled the whole thing.

Plusnet staff were great when I approached them and to be very fair - have been understanding and apologetic and very human since I cancelled. The communication has been excellent and very very prompt. You usually only get that when you're signing up.

Reading some of the negative reviews below - I wonder how many are due to the infrastructure they rely on from Openreach (BT) but then its the same for the customer whatever the cause.

Reliable it is not, been a customer for a while,..they never fix the problems, blame Open Reach..blame Plusnet...all the same. Incompetence & Shoddy service

"Date of experience asked below"
DAILY FREQUENTLY

I have been with Plusnet for 3 years. Up until 2025 I had no issues, but lately it has been plagued with problems. Might be the crappy UK infrastructure that favors dial-up over REAL fibre. But Plusnet also does not help - after having two months of un-usable internet- constantly dropping they did not want to refund ANYTHING of the charges (monthly pay). THIS IS the type of CUSTOMER SERVICE they provide. I thought that they are different but clearly they are not. Will look to switch soon!

I have been a Plusnet customer for several months, and my experience has been nothing short of disappointing. The broadband service has been unreliable, with frequent outages and slow speeds, despite being on a high-speed plan. Customer service has been unresponsive and unhelpful, often providing generic responses without addressing the specific issues I've raised.

To make matters worse, I was promised compensation for the service disruptions, but this was later withdrawn without any clear explanation. This lack of transparency and accountability is unacceptable.

Given the ongoing issues and the company's failure to deliver on its commitments, I am now seeking to terminate my contract without incurring any early termination fees. I strongly advise potential customers to consider other providers, as Plusnet's service and customer support have been severely lacking.

Worst company dealt with in a long time. So called “Vulnerable Support Team” are unsympathetic and unhelpful with a disabled lady. Left me in tears of frustration.

Credit where credit is due. Normally no issues with our rural fibre (ish) connection. We have broadband only, no phone. Twice recently our broadband has failed following power cuts. Resetting did not work so reported a fault by text as suggested. On both occasions somebody called me back in 10 minutes and rectified the issue. I think that was good service.

After deciding to leave Plusnet for another provider due to their higher prices, they sent me an exaggerated bill charging me elevated amounts OUTSIDE my provision period. So I called them to complain about the unfair charges, for Plusnet to offer me a more competitive rate and convinced me to stay on and cancel my new contract with the other provider. When I complained about the excessive invoice, they said not to worry it won't be charged as I have now renewed with them. They DID take the excessive amount out of my account despite their assurances to the contrary. I possibly made a mistake by renewing with Plusnet and am making this formal complaint about their very poor dealings. Be careful when you approach Plusnet for any kind of service as you're very likely to be misled, like I've been. I called them to complain and they left me waiting for 40 minutes (still waiting to get through!). Very upsetting experience.

I filed a complaint (Ref: 249529724) with Plusnet over two months ago concerning multiple severe issues following my account cancellation (georgedimitrov1).

Plusnet has failed to resolve the following:

Withholding Accepted Compensation: Plusnet offered and I accepted a £30 goodwill payment, but they are refusing to issue it until I confirm the entire complaint is resolved—a clear stalling tactic.

Faulty Returns Process: Their prepaid Royal Mail label for the router was rejected at multiple Post Offices, causing significant wasted time. Their final solution was simply to tell me to "recycle" the device, offering no compensation for my time.

Incorrect Billing: They incorrectly billed me for a separate account (georgedimitrov2) that was cancelled before installation and have failed to issue a refund.

Escalation and Obstruction
As a result, I have escalated the case to the Communications Ombudsman (Ref: CM085536-25).

Plusnet's behavior after the escalation is unacceptable:

Communication Blockade: Their official legal and data protection email addresses actively reject external emails (bounce-back received).

GDPR Violation: Because all email channels are blocked, I was forced to send a formal legal demand for my Right to Erasure (GDPR Article 17) via Recorded Delivery Post. They are using my data to send me unwanted status emails while simultaneously obstructing my legal right to formal written communication.

Plusnet actively hinders consumer rights, abuses personal data, and engages in aggressive stalling tactics. I advise anyone considering their services to look elsewhere.

I have been with Plusnet now for over 10 years and in that time I have been mostly happy with their service.
They always seemed to have a good value for money tarrif that suited me and I never questioned an increase in price - until now.

Whenever my contract was coming to an end I would get a notification, either by phone or by email.
An 18 month contract ended in March 2025, I was paying around £45 per month for unlimited calls and broadband. I received no indication that my contract was coming to an end and as of the end of March I was billed £65 and then the price shot up to £78.

Obviously not knowing that I was out of contract I was now paying £78 and this carried on until I was made aware by their customer services department - now we are in October.

I trused Plusnet and therefore I didn't feel the need to check my bank statements, but on reflection I should have paid more attention to things.

I feel Plusnet have conveniently allowed my contract to end without making much of an effort to inform me knowing they will be raking in the extra £32.
I have made steps to complain to their customer services but this has got me no further foreward - blaming me for not acting on an email that I never received notifying me of my ending contract.

I can only assume the email ended up in a junk folder like so many spam emails I received from companies trying to sell me stuff.
A simple phone call from their sales team could have avoided all this misery and they would have kept my business, but because of greed I will be leaving them and they will no longer have my custom - just this review warning other people to avoid using them,

The best Internet provider by far. There customer service is absolutely fantastic. Im a vulnerable adult and they have taken great care of me and always been so polite and helpful. The lady this morning Helen from Sheffield, was so helpful and caring, thank you for resolving my issue swiftly and with utmost kindness 😊

Terrible service, tied into a 24 month contract with broadband and only trouble I had with signal loss. Only running my tv downstairs and one upstairs plus internet on my mobile phone. No game consoles or computer. Phoned them several times and try this, try that and switch off for 10 minutes omg waste of time. After 24 months I couldn't wait to change so I switched to Sky broadband which was cheaper and 6 months so far I've never had any issues so my opinion of plusnet is STAY CLEAR OF THEM.

I was greeted by Leon today after a 20-minute wait, and I must say it was absolutely worth it. Leon is a smart, articulate, and genuinely helpful representative — not robotic at all, which I truly appreciate. He’s a real asset to the company.
As I’m moving address, I was informed of a £65 charge. Leon went above and beyond to explain all possible options to help me save money. I’m not the easiest customer to convince I’ve checked comparison sites bringing examples on available deals but Leon tailored the best deal for my circumstances. His effort and professionalism were exceptional.
I’m hoping the company can complete the setup by 13/10, as I work from home. Leon truly deserves recognition — and honestly, a pay rise. Thank you again!

I’ve been with Plusnet for a number of years and the service has been reasonable enough to make me stay. However having just switched to their fibre network the service quality has decreased dramatically.

Plusnet used to be good, a long time ago. Then they were bought by BT. Now they just tell you whatever they think you want to hear, change the story every time you phone, take excessive amounts of money by Direct Debit even when you've given 6 weeks' warning of leaving, and then lie about how soon you will be refunded. Real shame for what used to be an ace little independent company. Do not go near them.

The advisor was friendly, helpful and professional. Plusnet however not so much. Money has left my account, I set up an account, booked an appointment for installation, waited all day only to find out my account is lost and there is no information about my order, payment or account. I definitely had a lucky escape as I certainly wouldn't like 2 years of these shenanigans!
Lovely advisor, terrible company!

Not a fan! I pay over the odds for poor connection and not a style