Plusnet Reviews 12,303

I should've read the reviews before signing up. I paid for my first month yesterday, but my internet will not be switched on for three weeks. I want to find out if the monthly direct debit will start a month after the connection, or a month after the first payment (in which case I will have paid for a month but only had one week of access), but there is no chat or email facility, and getting through on the phone hasn't been a success. Why no online chat facility?!

Signed up to Plusnet as they offered a Minimum Guaranteed Speed: 500Mb and estimated I would get an average speed of 900Mb. After 8 days I called their customer service team and after resetting the router the speed is still below 500Mb. I am told this is to be expected and so I don't understand how they can sell the product based on an a average speed of 500Mb. No happy and would not use them again.

ISo now I've cancelled my soggy sogem & my direct debit & I've left them. What an overpriced rubbish service that kept on buffering 😡.
In trying to return the hub. 🤦 It's a nightmare!
The link won't allow me to get a code so I can go to post office & get the return done.
So now I'm waiting for them to see if the local plusnet team has any. Why is it so hard? Just print out & send a returns label. Other companies do it. So why not Plusnet? Your so not, not, not charging me for a hub your not helping me return. If you want it print off & send a returns label. Simples 🤦😡
Update:- I've had to PAY to return the hub. Plusnet & the Royal Mail link have been rediculous. Sent a message to say the hub is on its way back. That's the end of my dealings with Plusnet.

just ripping off old people. 'all inclusive minutes' doesn't cover mobiles...you have to hang up before an hour, which many older people aren't focused to do. £177 monthly bill for a 92 year old just because she wants to keep her landline. shameful.

Got told I need to find a new provider as there disconnect the landlines, 2 days later got a call asking why Iv swapped than the put a blocker on my router until I paid £160 because Iv swapped.
Been with plusnet for about 6 years and never had issues but the past year the internet as been utter crap. Weak signal and extremely slow speeds.

Plusnet sent an email 12/5/25 to say migration to Greenby would start on 14/7/25 and Greenby would advise when complete. I did not hear from Greenby and I continued to receive emails in my Plusnet inbox until 21/4. Plusnet said that my migration was completed on 10/3. I wasn't told of this so I couldn't use the 30 day free trial and my emails are locked and held to ransom until I pay £15. This is extortion. I have used Greenby email complaint service but they are not interested and I must pay up or lose my emails. Unfortunately Resolver do not have Greenby or Enix (parent company) on their list. I have raised a ticket with Plusnet today. Unsurprisingly Greenby are not signed up to the Communications Ombudsman or CICAS but Plusnet are so I might try Resolver and then the Ombudsman with them. I am elderly so this has been a difficult and time consuming issue so far. Not happy with either Plusnet or Greenby. I have put the same review for Greenby

Moved house and then they cancelled the connection 2 days after it went on. Apparently their system does that sometimes.

Now I’m paying more than new customers and when I complained they just say “you’re in contract so we’re not doing anything”. As they show no loyalty I won’t be when it comes to renewal as I will be going somewhere else.

I've spoken with plusnet on the phone twice now - and both times the advisors went above and beyond to resolve my query. I've just spoken with a very helpful lady called Megan who sorted my query quickly and efficiently - she made the effort to chat and be kind during the quiet moments, while she made changes. Feeling much better about our imminent house move and changing internet over now. Great customer service on both occasions thank you.

Very bad service! Increase the price without even inform. And the internet is so poor. When I called them were so rude… pls don’t use this internet!!!cannot wait the contract to finished and changed… I used for two of my flats and I am so regret… instead of doing discount they put the price up with such poor service!

I have had good service with my broadband. However, when I signed up in May 2025, I was promised a gift card, which I never received. Despite contacting customer service several times, I never got any response to my emails. I want others to know that I never heard back from their customer service department at all. Very disappointing experience.

Having paid upfront charges of one month and booked a morning visit from their engineer two weeks in advance, plusnet changed the appointment to an afternoon visit without discussion.

Because we have family who needs regular family support in a care home, we explained that afternoons are difficult and we cannot sit waiting for 5 hours for an engineer to turn up without some idea of when they will be arriving.

Plusnet ignored all of our contacts and requests for help by repeatedly telling us that their engineer will be arriving between 1-6 and there as nothing else they can do.

Their engineer did not arrive and did not make contact.

A whole afternoon wasted and a parent left without care and support. In response, plusnet eventually sent a standard message via sms saying that our broadband order has been ‘delayed’.

Three alternative dates and times were provided to plusnet for their engineer to reappear and carry out the work but despite numerous pleas, no response has been received.

In desperation, we have tried to escalate the matter to plusnet management but no response has been received from them either!

We are currently waiting another 5 hours without communication in the hope that an engineer will arrive this morning, but despite a number of requests plusnet customer services are still refusing to respond.

“Plusnet. As long as we have your money, we could not care less” is what this experience feels like.

And they get 1 star rating for this. I am sure they will be very pleased.

Originally, I gave Plusnet 1*. I'd changed my deal and realised the name they have for me on their system isn't correct. When I complained by email, they said I needed to provide legal proof that I had changed my name from the incorrect name to the correct one. Absolute nonsense - also, it disproportionately affects trans people, and makes it seem like Plusnet keeps a database of their trans customers' legal documents.

I noticed the name was wrong when I was switching my deal. Apparently, something in that disconnected the router. James from Sheffield called me to sort it all out.

He was much nicer than the email complaints line, and got my name changed on the phone. Then he got my router back to working again. He was great - 5* to James - but it doesn't change that I had to go through the wrong complaints process getting all the wrong information first, or that the email complaints like is trying to collect legal documents from customers.

So updated from 1* to 4*, given that they solved my problem eventually.

I have been a customer of Plusnet for just under 10 years and in that time, I have not been happy with them and this last time was the worst - I was pressured into making deal there and then, talked to like dirt, been given orders and the racism and I have all recorded. The lady yesterday more or less stated that as I'm in contract with them the company is ok with their sales team and management to treat black customers like dirt. So I'm going to take Plusnet to court for racism, and duress. I'm sure Plusnet is launching their heads off - let's see if they're still laughing when I take them to court. And once that happens - the floodgates will open and everyone who has been victims of Plusnet being racist or subjecting them to duress will also take legal action against them. And just in case Plusnet wants to counter sue me - please be my guest.

I have been with Plusnet for years in my little 2 bedroom flat they offered me a faster speed never ever reached further than my lounge,when I go to cancel they have the cheek to charge me £100 despite Paying a bill for a month without using plusnet,it has always been a very poor poor internet speed, won’t reach very far ,absolutely disgrace,avoid at all costs

Plusnet sold out its customers by choosing a terrible company to migrate their emails to.
Greenby have zero customer service and their default position is to say no to everything. I've paid their subscription charge (I had no choice, thanks to Plusnet), and I can't even see any new emails. I feel scammed!
Plusnet obviously don't care enough about their customers to choose a reputable company to migrate the service to. (Greenby customer reviews are dire, so it wouldn't have taken long for Plusnet to carry out their due diligence on them).

I pay for the fastest service they can provide which I haven't received since I've started the contract. I've been back and forth with them they've been no use other than to say they're looking into it. Now the WiFi just isn't working they've said they can't come out for the next 5 days so we just have to deal with no WiFi until then but they expect me to still pay for it all. Not even one day have I received the speeds I pay for, majority of the time it's not even good enough to Google something without taking 5 mins to load.

Shambolickly bad! I left over a month ago - I was offered over thirty times faster for a cheaper price! and Plusnet are trying to continue to take money from me despite them emailing me confirming that I was leaving at the end of March. I have called them to query it and the "customer service" agent said there is nothing they can do and I need to contact my new provider to sort it. It's crazy - they must have phoned me twenty times after I cancelled to try and keep me but that memo must have conveniently not made its way to the billing team. They advertise themselves as good old honest people but it couldn't be further from the truth. I wish I had checked trustpilot before moving to them. Please if you are considering it look elsewhere.
11/05 since then it transpires that it was their fault and they admitted they hadn't closed my account properly. They said they definitely won't take any more money from. Then yesterday money was taken out again. I called in and they claimed to have no record of it. They will listen back to the call but that takes 7-10 working days. At this point it is theft and the absolute lack of urgency is ridiculous but strangely not surprising. I don't think I have dealt with a more inept company.

Jacked up the price on my dying dad from 20 to 35 a month.
So that was a precious day he spent worrying and phoning them up to get the price put back.

Sent him a bizarre text message telling him to plug his router into his phone, but not to worry if he couldn't - SO WHAT WAS THE POINT OF THE TEXT??
He showed it me, it made zero sense.

So if you like arbitrary price rises, nonsensical text messages, and haggling over the phone, you'll love these guys.

Poor service, very unprofessional, inconsistent information from different staff members, told one thing then said no record of the call on more than one occasion. I would have not given 1 star if there was an option

Very poor overall service; most of the time, the internet isn't connected throughout the whole 2 years contract period. Took 3 months for installation after sign up which was 24 months ago, then increased the price after 2 years. Customer service promised to compensate the time wasted by their poor service but never happened. Just paid increase price for a month then trying to switch to SKY, Plusnet immediately sent a £27.52 termination charge for switch provider. The customer service representative from billing department was not helpful at all, been told contract doesn’t start from when you sign up, no matter how long you been waiting, price increase when they want to adjust it, you are not guaranteed for the price you sign up for. 24 months payment needs to pay in full, it doesn’t matter how long it takes them to install it to your home, you have to wait. They seem don’t care after knowing customer is leaving them as long as they taking money off you. A total disappointment overall.