Plusnet Reviews 12,096

They break promises, was given a grace period whilst I wait for money to be credited to me they removed the grace period without informing me not a professional company. Don't use go elsewhere

Broadband service is average at best but they have now migrated my email account to Greenby, without giving me the opportunity to opt-out. To avoid having to pay a fee to Greenby in 2 years time, I need to delete my Greenby account, which is described as simple. Oh no it's not! Stuck in an endless loop with a bot and a promise of being put through to an advisor. Thanks Plusnet - what a scam!

I have been a long standing customer of Plusnet but after continued price rises and no full fibre offering I moved to another ISP which has not gone very well! During the “transition” which as Connor explained was caused because the new supplier had initiated one touch switch which meant the “system” could not allow two lines to run in parallel apparently a new line install was what was required. After hours of waiting on the phone being told it was the others fault at least I can commend especially Connor who fully understood it was feasible to run a separate copper line Plusnet and the new full fibre in parallel, unfortunately no one understands the customer frustration at computer says no attitude ! I must say not just this occasion Plusnet have proven easy to reach and speak to a knowledgeable person so I sorry to depart but as with other ISPs you get milked and have to bite the bullet and move to another supplier despite all the frustration and unnecessary hassle it causes

Do not be fooled by the hype and advertising. When you have a problem Plusnet don't care! They are no better than any of the other providers. They fob you off with excuses just like everyone else. Average service reliability and no concept of "rewarding" customer loyalty. We have been with them for many years and have tolerated their falling standards but enough is enough. Let down yet again. Look elsewhere - we will!

are so bad . roll dec when i can leave am moving house in a contract they want to charge me £65to move it or nothing if have a new contract . wait a con it is sooner i leave the better. do not this them

They sent us 1 reminder on 20th January about contract ending on 21st Feb, we have now upgraded to fibre for a new 24 month contract, but they are still charging us an 'out-of-contract' amount of £46 until an engineer comes to fit the fibre (which is something out of our control).
How can they charge a loyal customer, that isn't out of contract, a penalty fee given we are sticking with them?
Will be making a complaint through Which? about this.

Worst experience…..
We were supposed to be given full fibre installation…. This has been ongoing since November 2025! The Open Reach engineer cut our copper line before he’d ensured the fibre was fully installed and so the copper is no more and missing so we can not even be reconnected to the copper. We are about 15 calls in to Plusnet and no one is helping us. My elderly mother requires constant contact and I have to go into the garden to get a phone signal which is why we so heavily rely on the WiFi connection to give us a better signal when using our Apple mobiles. We are losing money through our work. This is all totally unacceptable and excuses keep getting made. No one cares. Do not touch this company with a barge pole! They will keep making excuses…. This should all have been escalated to Open Reach but instead it’s constantly put back as a review!!! Some one in Plusnet please help us, for the love of god! We just want our Fibre fully connected… according to the first engineer, it requires an N11 engineer and blue ladder!!! How difficult is this!!!

I could not have asked for a better experience. After getting messed about horrifically by Sky, plusnet customer service could not have been more helpful, everyone I’ve spoken to have been so lovely and managed to get me a very quick turnaround on my Wi-Fi. Will only ever use plusnet now!

My contract was coming to an end and I asked for Plusnet to cancel my contract as they came up with some stupid amount. Next thing i KNOW IS THEY HAVE TAKEN OUT £45.29 OUT OF MYBANK!! When I phoned them thy came up with this deal, £22-00 a month (1 month) as it was going up by £5 in March but I was getting a £75 voucher that turned out to be£50!
They sent my a new router that was a nightmare to get up & running so called Plusnet & got a "specialist" (Peter B) to talk me through it, after 42 minutes he said it would be up & running by the end of day & I would get a phone call from him???? (This was 4.00 pm) End of day ....nowt! Next day ...nowt! phoned Plusnet again & got a lady who sorted it out in no time. The "specialist" sent me out a new router but did not inform me...a router? why? was it his first day? & my reward? I was offered £10 upped to £35 after I refused it.. Still £45.29 out of pocket.

I’m now on my second failed FTTP installation attempt with Plusnet, and the experience has been defined by vague updates, contradictory notes, and a complete lack of ownership.
The issue is straightforward: the pole outside my property requires a hoist due to a known height restriction. This was identified by multiple engineers — including one who stated that two lines were needed to serve both the shop and the apartments behind. Only one was installed. The second was never completed, never logged, and never followed up.
I placed my current Plusnet order on 6 January 2026. It’s now February. Still no hoist. Still no plan. Still no progress. Every update is a variation of “we’ll be in touch,” followed by another hold. Internal notes contain factual errors — including a false claim that I “refused internal work” (I didn’t) and fabricated engineer arrival times.
I’ve submitted detailed written clarifications. I’ve referenced Ofcom’s automatic compensation scheme and asked for formal acknowledgment of the missed activation date. The response? A callback from a frontline agent who couldn’t answer the questions, followed by silence.
My case was briefly with CS Escalations, then quietly passed back to standard support — without resolution. I disclosed that I’m autistic and requested clear, consistent communication. That was ignored for weeks. Even now, the tone remains dismissive and generic.
Meanwhile, neighbours on the same pole have working fibre. Their engineers arrived with the right equipment and completed the job in under an hour. My case? Still “awaiting hoist.”
This isn’t a technical problem. It’s a procedural failure — one that’s been allowed to repeat because no one is willing to take responsibility.
I am still awaiting a resolution. I would welcome contact from someone with the authority to take ownership of this case and ensure it is completed — not restarted — once and for all.

3-1231835444186

Excellent speeds that are consistent. Not had any problems.

What an absolutely terrible experience, would not recommend under any circumstances. Having been a customer for almost 30yrs I can state I will not be one going forward. I tried to upgrade only the broadband for an elderly relative, and Plusnet took it upon themselves to disconnect the landline, and they didn't provide it. I spent almost 8hours trying to resolve the issue, and they promised to restore the landline and original number as well as make the broadband work. Well, after 5 day managed to get the broadband working, only to have an engineer turn up and disable it as well as mess with all the phone extension sockets in the house, now left with no landline and no broadband still leaving an elderly person without any means to call out. DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES

Customer service can only be described as shocking, woeful at best. They promise you service and promptly take money but this is the only efficient and effective part of this company. Consistently tell you there is not a problem on the line but there has been a problem for years. Now level of service is not enough to support Netflix or for my granddaughter to watch stick man, Grufalo or Grufalo’s child. It is a joke of a service!! Less than 500 speed and nobody knows nothing! Weee promised 1 yes 1 but cannot even deliver that. NOT FIT FOR PURPOSE AND NEVER WAS!!!!

Had an appointment booked with open reach between 8am and 1pm, Engineer turned up around 11am to start the external part of the installation.

This is were the experience goes a little sour! The engineer came in to complete the internal work, but as it was a wet day was covered in mud. I asked about over shoes but it seems he did not have any so removed his boots instead. This however was not helpful as his trousers were now dragging on the ground covering the runner in the hallway and my new cream carpet in the lounge in mud even though I put bags down for him to walk over.

Once he had finished, he stated that my internet was all good to go, so I showed him out. Upon inspecting his external work I see the state he left my front step in. Plastic cable, cable clips and other rubbish left on my door step, plant pot not put back and left in the middle of my shared pathway and then I noticed the MUD! It was everywhere, path, step and even up my lower front door from where he had obviously kicked my door several times during installation. I had to go outside with a bucket of water and clean my door, step and shared pathway and scrub the mud off.

I then tried to connect to the Internet as the engineer said it was ready however, it kept saying "can't connect to the internet". I waited and hour or so and with no success, I called plusnet to see what the problem was.
The agent explain that although my router was live, he could see the service wasnt ready yet and I would have to wait upto midnight for it to start working. When I asked how I would know when it was ready, he said I would get an email and my router would turn blue. I explained that the router was already blue which confused him, he said that he didn't know why it was, as it was not live yet and asked for me to hold so he could ask a colleague.
After a short wait, he came back and said there was nothing else he could do and I would still have to wait until midnight or for the the email to come through.
I waited another few hours and the email confirmation came through, but surprise surprise, the Internet still wouldnt connect.

I then called plusnet again and spoke to another agent that performed multiple tests, but couldn't understand why I still had no service.

She came to the conclusion that I had a dodgy router and another one would be posted out so we could try again after the weekend.

This is shocking to me as its a brand new router and now I've been left with no Internet over the weekend with a young child to entertain!

Safe to say, I am extremely disappointed with both company's!

Price increases have been high...now paying £50 pcm for poor non fibre service with downloaded ads < 20 Mbps. Thankfully fibre now installed in our area so I will be switching

Same as many other comments, my price raise raise raise under the 24 month contract, now im on 46 while a new costumer 24 month contract 29 pound.
Broadband quality pretty good and stable anyway, this is why a 2 star.
10 months left, after that i change provider, and i wont recommend it to anyone, it is a greed, how farming peasants disguisting.

Been wih Plusnet for years. Service is usually good but customer service is next to useless. Website is not easy to navigate, nor help easy to find, so you're told to call them. Call them and the wait is 20 minutes or more - message says "Look on website". It seems they are like almost every other company nowadays - profit comes before everything else!!!

We have had this for a few years, the last year it has been very unreliable. We have had so many engineers out and each have a different answer, the latest is to dig our driveway up (at whose cost)! We will be going out of contract in October and moving over to Starlink as we live in a village, so choices are limited. It's a shame that the customer service is so dire as well.

Hands down the worst internet EVER. Unreliable connection, frequent drops, and support that doesn’t solve anything. Complete waste of money

Plusnet moving/selling the email service to greenby was a bad move. The email service is now very unreliable since the change. Under plusnet the email was fine.