Plusnet Reviews 12,305

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.

Price increase just a few months into my contract. Cannot find any way to contact Plusnet that isn't by phone. Cannot find a way to submit a written complaint. Why are your contact details so hidden? Really disappointed by this price increase, paticularly when you're not offering anything for it. More money for that? Your CEO's pocket. What a disappointing joke of a company you are.

I had a two-year contract and didn’t have a single problem whatsoever. Afterwards, I decided to renew the contract for another two years, and that’s when the problems started. I came back from holiday and my internet had gone; it turned out there was something wrong with the line. After 40 minutes of fruitless chatter with the operator, she scheduled an engineer for TWO WEEKS LATER. Two weeks later, the engineer didn’t turn up. He turned up two and a half weeks later and they did fix the internet, but now in the evenings it’s so laggy it’s impossible to play games – the ping’s up to 1000!!!
It clears up after an hour or two, but what on earth is this? I’m not paying £50 for this. They gave me compensation, but I spent more on mobile data than they compensated me for...
No complaints about the speed – it’s always the advertised 900 – but the support is just useless. Now the internet has started lagging constantly; it’s ridiculous, but 5G mobile is more stable than this provider in the evenings. I’m disappointed and will switch providers when my contract ends if nothing changes.

Admin during purchase was simple and straightforward.
Installation and switchover was seamless
Interaction with customer contact centre was so simple and such a pleasure...
By far the easiest and straightforward customer service from a supplier in decades.
I've never experienced this sort of service in many, many years.
Well done Plusnet.

Moved to full fibre, sent loads of reminder that the engineer was coming yet Plusnet forgot to send me the hub. The engineer could not connect it, put in all the wiring and left me to install. Now Plusnet are charging me for the delivery of the hub they forgot to send.

I’m posting here because I haven’t been able to get a clear written response from Plusnet about a recent problem with my account.
My online account access was changed without my permission, which means I can’t view my bills or manage my services. I’ve also been charged incorrectly, but I can’t check the details because my access was removed.
I’ve asked Plusnet for a written explanation of what happened and for my account access to be restored, but I still haven’t received a proper reply.
Could someone from the Plusnet team please contact me in writing so this can finally be resolved?

I am finally coming to the end of my painfully slow 24 month contract with Plusnet. When I signed up to their full fibre, oh it was a lovely price - around £26 for 150mbps. Of course, the following April, "Your prices are changing" (they never have the balls to say "RISING", do they). I have been offered some unimpressive 'offers' to try and trap me in to another 2 long years contract in July. Not gonna happen, Plusnet!
I'm sick and tired of Plusnet (along with ALL the big players) jacking up the price by an extra £4 every April. Of course they will always lie to you and tell you it's "to invest in the network". Rubbish. It is to please shareholders, and cover the cost of TV ads, radio ads, magazine ads, running a very expensive, ever-changing website, sports sponsorship, TV show ad break sponsorship, the list goes on. THAT is why Plusnet keep on raising the prices. Of course, their social media teams/Trustpilot reply person, will never admit the truth, because it's a sackable offence to admit they're lying to customers. I'm sure we all remember the Plusnet ads about "None of us like nasty surprises, that's why with Plusnet you get a fixed price monthly contract". Sadly they've seen honesty as a dispensable commodity, and now any "contract" is essentially a minor inconvenience they treat as non-binding.
Well sorry Plusnet, I'm not playing any more. You can keep your "£26.99 per month for full fibre...until it isn't" goalpost moving for those new to the internet. I'm off, and I'm never coming back to you, nor ANY of the big players. I'm signing up with a small player, which I won't be naming in case they get too big and end up nosediving the same way Plusnet have (and don't even seem to care about judging by their lack of any response to the mounting bad reviews on here now).
What I will say is when my internet died recently, Plusnet DID help me out, and did credit me back for a month and a half of internet. That is a plus point for them and I will not deny them their good customer service points. But it's the rot at the top that's the issue here. My suggestion to the bosses would be : try thinking more about your customer base than you do about your shareholders, and stop lying that you CAN'T offer fixed price contracts anymore. You CAN, but you just WON'T. Without a course correction, this will eventually lead to you just being dissolved and called "BTNet" or something - which considering BT already bought them out years ago, isn't exactly an unrealistic prediction.
For reference, my review is dated today, and it reflects the past 24 months of my contract with Plusnet.

Shame they don't offer an option with no star as even 1 star is to much for this company , absolutely a joke , can't get nothing right , misinformation wich costed me money and they internet is awful is better signal in afganistan then with this lot

I have been a week out of contract and Plusnet charged me 49.99£ for that one week.
The 49.99 was the price for one month out of contract and even though I only been one week out of contract they still charge the full amount for the month and refuse to correct that bill

One of the worst experience as a customer, I have recently move to new property and I was in a contract with them. They offered me a new contract with new package and I was happy to take it and I did, engineer came in my house drilled and activated but unfortunately he was not told to bring router neither am I. When I called them, a staff named Nick was a horrible customer assistant, he asked me to pay around £100 for new router, crazy. Their customer service was unprofessional, unmannered and they might trick you and took your money, be careful with these morons.

**Aware of this internet provider, I would never recommend to friends or foes**

They stung me with £51 via direct debit as out of contract monthly fee even before current contract ended; this is predatory pricing as well and without clear communication about such significant price jump in their emails. Their service level is also not at par with various options in the market with 150mpbs speed for similar price with new customer cashback of £100+ on top. I called customer service which offered to initiate new 24 month contract at "normal" pricing but refused to credit the excessive £51 out of sheer arrogance. I've had enough, they don't need customers anymore and I don't need to take their arrogance either.

I've been with Plusnet for over 20 years, each renewal I contact them and we strike a good deal for both sides to continue with our partnership. Had good service and a reliable connection always.

Current deal ends in 30 days, they want £64:69 a month after my deal ends, fair enough, this always happens - I ring them and we negotiate another term.

I must say I'm annoyed at their in term price increases which are always higher than inflation.

Anyway, I ring twice today and click through on the "thinking of leaving" options, this usually gets an answer within 10 seconds. Not this time, first call on hold for 15 mins, I gave up, next call - said there is a 30 minute wait........ this is the line when they want to KEEP you!! Staggering.

So, I'm moving to a full fibre deal elsewhere at a fraction of my current deal - and, NO in term increases.

I'm really sad that it has come to this - once great customer service, now I see they're struggling to retain even 2 stars.......... after all this time they seem to have lost their way badly and will lose many customers.

Goodbye Plusnet it has been great............ in the past.

Why did I receive an email from Plusnet last year saying I needed to move to EE because all landlines were going digital in 2027. I would need a new router and possibly new digital 'phones. The reason being, as this statement states:- "Plusnet is moving customers to EE because they are shifting away from providing traditional landline services as the UK transitions to digital, internet-based (VoIP) calling. As both are owned by the BT Group, they are migrating customers to EE for broadband and "Digital Home Phone" services to align with these technological upgrades, often prompting this move upon contract renewal."
Today, 17th April, 2026, Plusnet are back advertising Fibre broadband. Were we 'migrating' customers led up the garden path by being told last year that we had to move to EE? Is this another company scamming its customers?
What gives? I know what gives - capitalism. Companies think we're all morons and that we will be taken in by their promises; which are just lies. The BT Group should be ashamed of it's dishonest and reprehensible practice of duping it's customers.

I spent a sensible amount of time researching Broadband offers and customer reviews of my shortlisted candidates.

I am so pleased to have chosen PlusNet Fibre. Pricing seems realistic against others, the lack of loyalty from my existing mobile network provider (125Gb/mth used as a hub) made me appreciate finalist PlusNet's offer even more.

Communications in the build up to installation day were clear and concise. On the actual day, confirmation of arrival was made, and it was early in the morning time-window I'd requested.

Upon arrival, James was polite, considerate and friendly. Options and reasoning for install location were discussed then, without delay, James busied himself with 'doing his job'.

Once done, mess cleared, finished job neat and tidy, he reminded me of his work contact details in case of any issues/concerns... then left.

Polite and professional, swift but conscientious. Great job done, all working very well.

James is the perfect example of a caring customer facing technical colleague and M Group (on behalf of OpenReach) are really lucky to have him on their team.

Thanks James, M Group and PlusNet for a great Broadband contract, installation and service... seems to be stable, reliable and definitely the right choice by me.

PS, Netflix, BBC iplayer, BBC Sounds, YouTube, Prime, Sky News, and more, are superb on my Roku, Smart TV and mobile phone. I couldn't be happier. Changing billing date was a breeze too. Great experience thus far.

A very negative experience. My elderly mother has been charged penalties owing to billing issues from PlusNet. Difficult to deal with, and poor in customer services related to my elderly mother. I would absolutely recomend avoiding PlusNet with such intransigent policies.

I had a technical issue with a broadband connection but unable to access the internet. I rang the helpline (Question 254234135) which was answered immediately by Salik. Although he tried to be helpful he did not provide any information which I did not already know. I now find that my question is closed and there is no facility on the system for users to add additional information.
I resolved the issue myself by winsock reset and the process might be helpful to others but I have no way of recording the method used. Room for improvement

Bad experience with Plusnet and some bad customer service along the way. Was also advised, by Plusnet , to buy a 12v adapter for the Open reach ONT so I wouldn't need an engineer, turns out I still need an engineer. Stay away from Plusnet and save yourself some stress.

We called customer support to change our line over and had a very rude experience with a guy named Vax from Sheffield, he kept interrupting me when I had questions and kept telling me to hold on