Plusnet Reviews 11,898

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

Been without internet for two weeks no feedback

Don't go near this lot. Your bill will just rise and rise, don't believe the sign on gimmick. Then when you question the bill and refuse to pay they sell your data to a debt collector and you start getting getting threatening letters phone calls and messages...Very frightening.

I've been with Plusnet for over a year now and had no problems until I moved into my new address where I encountered a few but they were resolved with in a couple of phones calls and since then no problems at all every adviser I've had has been helpful and polite. I've had multiple isps over the years and none of them have compared when there has been issues I've always used a wired connection to my pc and ran speed tests and taken screenshots plus also taken pictures of all the equipment and the setup and sent them
through a link that they have sent me for proof that things are not ok. For someone who has some knowledge of internet and how things kinda work it has helped getting problems and issues dealt with quickly and efficiently within a few hours.

I have been a customer since 1998 and have always found them reliable, excellent value and a cut above BT their parent company.
Unfortunately this is no longer the case and I will leave them as soon as my contract runs out. First, with the digital changeover they refuse to offer an internet land line and will provide broadband only.
Second they are no longer going to provide email service, domain or web hosting and will shortly move that over to a separate company at extra cost.
Meanwhile, while my email is still with them, it has become useless. It has been impossible to send emails to any gmail address for some time but recently I can receive emails but cannot send them to any address, every one is bounced due to "internal server error". Their help desk said that lots of customers have the same problem but it's due to 'migration', whatever that might be and there is no cure so I just have to use webmail instead!
So, there you have it. If you want an ISP that offers nothing beyond a basic broadband supply at a not very good price then choose Plusnet. If you expect anything more then avoid them at all costs.
I think it is possible that BT are running them down in order to close them.

Mine is due for renewal in a couple of months but I won’t be renewing you can’t contact them to report a problem the site just goes round in circles

I have been a Plusnet customer for over two years. While their technical service was good, their treatment of loyal customers was deeply disappointing.

Due to a family illness, I unfortunately missed the end of my contract. Instead of a fair transition, Plusnet immediately moved me to outrageously high out-of-contract rates. As a pensioner on a fixed income, these charges were a significant and stressful burden.

When I finally spotted the issue, I contacted them, hoping for a resolution. However, the "loyalty" offer I received was still inferior to the deals being advertised for new customers. They had a chance to retain my business with a fair price but chose not to.

In the end, I have switched to a competitor who offered a better, fixed-rate deal from the start. I cannot recommend Plusnet to anyone who values fair and consistent pricing. They seem to reserve their best value exclusively for newcomers, at the expense of those who have supported them. And they insist on inflationary, increased prices during the contract!

My Mother, 90 is a Plusnet User, as am I and for the past year or so we have both been encouraged to ditch the old-fashioned landlines to go to full fibre.

Her house is newer and has fibre to the premises so can get speeds up to 1.5 GBPS unlike my older house that has copper from the street box and seems limited to 150 MBPS even with Fibre for reasons unexplained. I suspect the infrastructure upstream just can't cope and they don't want to say that? Maybe legacy BT network not upgraded for decades?

Likewise the TRUE reason for encouraging people to go to fibre, even if they don't need it and still use their landline, like most elderly people, may well be more to do with call fraud that is known but maybe difficult or impossible to stop?

For the past year my Mother's phone line has been systematically probed, with silent calls, with the numbers being listed on her bills.

Once the call is answered somehow they have managed to incur costs whilst the line has been open, billing to my Mother's account. She is hard of hearing so will stay on the line until she can work out who is calling. Playing on the frailties of the Elderly. She also has memory problems, so maybe forgets the frequency of calls.

Tomorrow her line will be fibre, digital all the way, supposedly un-hackable and secure.

For the past year she has incurred hundreds of pounds of costs as a Pensioner, with apparently no recourse from Plusnet, who seem to not only provide the means and access to commit this FRAUD, but log it an bill it also?!

Her family have been told they can "report it to the Police" which will be a total waste of time and effort. What can they do to recover phone theft? Equally we can complain to Ofcom, but they also seem to be yet another toothless regulator.

No wonder you and other providers have been in a hurry to upgrade customers from an insecure network - mistakenly I cynically thought you just wanted to increase your profits selling old people stuff they didn't understand or need!

Can you please explain why the numbers on her bill cannot be traced, cut off and proscecuted? If you can't Ofcom need to. Return her money taken illegally from persons and numbers unknown.

All Plusnet users need to check their accounts for mystery call billing and challenge them.

Moved house, wanted to take Plusnet account with me. They said internet would be available at the new place on our move-in date. But the day before, I got an email from Openreach saying an engineer would connect our service 10 days later. When that date arrived, it turned out Plusnet had given Openreach the wrong address, so no broadband until a new engineer visit could be arranged.

On their website they advise that one method to contact them is on Twitter at @Plusnet. The only problem is that they do not respond, or rather they do respond stating that they are very busy but will answer as soon as possible. Nine days and several more messages later they are still very busy but that they will respond as soon as possible.
On the positive side, my phone call was answered quickly (+ve) but a lovely person in the UK (another +ve). But they really need to sort out their Twitter account

Carried on over charging (76.46pcm) for over 2yrs. Only sent an email to the plusnet email which is clearly not used about coming out of contract, never followed up with either a call or letter so for over 2yrs have been paying 3 x times the contract cost. Finished paying at 76.46pcm for at least the last year. I thought the increase was a yearly thing anyway plus an increase in usage. Only found out when contacting them about poor connection & the got told the router is no longer supported it is that old! Would it have killed them to have picked up that no response had been received. Everything had been set up on a laptop that never recovered from an update by MS & I didn't have the funds to repair or replace. I also got conflicting information on the fault being outside no engineer need inside property & he turned up 2 days later then ringing me at work to say he did need access. I just don't like the fact that after being with BT (who migrated me over to Plusnet) for over 20yrs that they made no effort to make sure I was aware of the changes & that I could upgrade the router.

I received a text message to say that my contract was coming to an end. So I called up to renew. The agent didn’t mention the price hikes, I asked for confirmation it would be the same price for 24 months, they said yes. This was not true. They lied. So the next day I rang up to cancel the contract due to lack of transparency. The agent said the previous agent should have mentioned that. I cancelled the contract, the agent said I would have internet until the 24th October 2025, giving me 14 days to find a new provider. They cut my internet off at midnight that evening (10th October). I have rang again on the 11th October to the technical services. They said they would call me back at 9am and transfer me to the contract department. They did not call back. So I rang myself. Only to find out they can’t reactivate my internet even though they cancelled it 14 days EARLY. They said it would take 5-7 working days to get it back. Leaving me without internet for 7 days if not longer including weekends. I work from home and so can’t work, I also am recovering from an op so can’t even go out and try buy a new package from a shop. I also found out none of these changes should of been able to be authorised as I am not the main account holder so they have lied twice and went against they’re own policy.

Speed has never been close to advertised but was good enough. But in the last 2 months frequent speed fluctuations and no Internet at all sometimes. Bot says its all OK, so it must be. Time to leave and never return.

I joined Plusnet in April, and honestly, it’s been one issue after another.

From day one, I’ve paid my invoices manually — but every single time, within an hour of receiving a bill, I get a message saying my invoice is overdue, and by the next morning, my service is suspended. Totally unreasonable.

When I moved home, I was promised next-day activation. It didn’t work. The following day it took over an hour on the phone before someone managed to get the connection working.

A few days later, I got a message offering an upgrade to 900 Mb for just £2 extra — I accepted. The next morning I received an email saying “Upgrade complete.”
Except… I now had no internet at all.

After another round of phone calls, it turned out Plusnet had accidentally closed my account entirely. They kept blaming Openreach, but the story didn’t add up. To make matters worse, while I was trying to resolve this, the retentions team tried to sell me a mobile contract — in the middle of a fault discussion. Completely tone-deaf.

Special mention to Craig from the retentions team — unhelpful, dismissive, and showed no empathy whatsoever. I eventually told him to stick it.

After this experience, I wouldn’t recommend Plusnet to anyone. Basic billing, service continuity, and customer care should not be this difficult in 2025

Continuous buffering while streaming tv. Ring them up & they say the speed is fine, you must have a faulty firestick. Changed the firestick, no different, so cancelled the service. Under my new service everything works well.. hmm.
Oh, they also have a policy of taking the full month's payment, even when your account ceases just 3 days into the billing period. Then you must wait 20 days+ for a refund. What a racket!

I updated my contract which was supposedly cheaper, today I was charged at the old rate, it should be a simple thing for plusnet to get right, this will definitely colour my view of the company once my contract finished, you need to be seen doing things right, next time I will be thinking of moving to a different provider! In the meantime sort this out.