Plusnet Reviews 

Due to their continued incompetence I will be without internet services for at least a month despite doing everything correctly my end - they are happy to take your money but not to do anything for it. I hope they go under.

PLUSNET Broadband is an absolute joke. Do not use this company.

I made the mistake of accepting one of their deals recently. The activation date was 1st July 2026. Since that date, I have had no internet connection across all my devices. The service data speed just drops off after literally 3 minutes all the time, with no internet connection possible. And this is with my devices immediately next to the router hub. In the last week, I have had two PLUSNET router hubs supplied: the first was bad, and the second was worse, with no services available.

PLUSNET customer services have no idea how to resolve this issue, despite many calls to them from me. They focus on closing out, as they put it, “questions”, or more recently they termed it a “complaint”, even though the original issue of ‘no internet connection’ remains. Apparently, the ‘question’ or ‘complaint’ is now ‘resolved, even though there was no attempt by PLUSNET to resolve the issue of no service. And of course, the customer cannot reply to PLUSNET’s ‘questions’ or emails. You can only ring them up, again and again.

Hence, I cancelled the order on Tuesday 7th July with Caroline of PLUSNET. Caroline emailed to confirm that on the 7th July (well within my cooling off period), confirming that “…we do not guarantee wifi, as we are more of a simple provider.…so there would be no cancellation fees and you would be reimbursed for the first bill you paid to us upfront. I do apologize that there wasn't more we could do for you at this time.”

As part of the BT Group of companies, broadband providers PLUSNET are by far the weakest company. I just can not recommend PLUSNET to any users whatsoever. PLUSNET suggest that they now purely focus on delivering broadband services, but for whom would it actually work, and under what circumstances would their ‘simple’ but fundamentally flawed router hubs work.

Goodbye PLUSNET.

I am sorry to advise that I agreed to buy a Plusnet broadband contract with price increases in March 2027, and March 2028.

Plusnet sent me a Broadband contract with three increases in the same period. It was more expensive than their advertised product. I contacted them and explained they had made a mistake. The contract I wanted was still being advertised, so I tried again. Plusnet sent me a more expensive contract again. I terminated both Plusnet contracts and assumed Plusnet would update Openreach. They did not, and an Openreach engineer called. The way Plusnet runs its business is a shambles. I am not buying my full-fibre broadband from Plusnet and have taken my business elsewhere.

A disgrace of a business forcing loyal customers over to the shambles that is Greenby for email service. As my personal data is now under threat from daily spam will see it Plusnet are directly liable.

I was with Plusnet for 4 years then decided to change as I got a better deal
Told plusnet I was leaving when contract was done...
They throttled my Internet, really slowing it down
Horrible company
Hope they rot and go bust...

The story continues with this Internet provider.
I came from work on Thursday and, to my dismay I had no Internet.
So, it is not enough that they provider a low speed, but also there are issues with the promt service
I called them up and, after I got a bot over the text messages, I had to wait for a while. I will have an engineer coming out on the 7th of April to have look at the outside box.
I was not pleased with that because even I pay for my Internet, I don't get the required service: 5 days without Internet.
Therefore, I asked to speak to a human and not a bot!!! It was explained to me that because it was Good Friday and engineer could not come! Well, I worked on this day. Monday is Good Monday due to Easter, which is practically not a holiday in Scotland, so no Internet.
So, I will never recommend PlusNet to my family or friends. Also, in the moment my contract with them expires, I will definitely search for another Internet provider.

Scammers. Don't take out broadband with thease. Trying to make me pay all fees that I don't owe as I told them I don't want to auto renew. I've had multiple missed calls once I told them when contract ends I don't want to renew it's harassment and now they are sending me all bills I don't even owe. I told them I'm not paying it as I leave n a few days and now my internet keeps turning of and on its never done that for the last few years. Some sort of tactic to get me to pay. Cowboys

Email received confirming the installation date but also stating someone would attend the day prior to survey and agree the best routing of the cable. Waited in all day and no one arrived. Being self employed this cost me my earnings for the day.
Installer arrived on time to install the new cable but drilled through the wall in the wrong place we had agreed where the cable would run but didn't consult me when he changed his mind. Now the ONT and cables are visible and I was trying to avoid that. I had to help him pull the cable in through the duct as it was a two man job and he was on his own.
Line was installed and router connected. Engineer tested, said all was okay and left. Now the speeds are so random. They fluctuate between 260 and 14 meg. Plusnet have tested the line and "think" the router is faulty so are sending another out.
Because most of my property is WiFi controlled I spent nearly eight hours resetting everything and changing passwords to link up to the new router. Now I will have to do it all again when the new router arrives.
I was with BT for over thirty years and never had a single problem. This is a very concerning start with Plusnet. If the new router doesn't resolve the problem I've requested they reinstall the copper and return my property to how it was prior to the installation. So a bricklayer, plasterer and decorator will be required.

Update
New router arrived and installed. After spending many more hours relinking everything all is working as it should. Tried to contact customer services to say all was okay but never received the callback. So now the fault must be at their end ?
I wonder if I'll still receive the vouchers they promised with the new contract. Time will tell.

I rang to request a new password for my router following a fix on my computer which had lost all its data and caused my router password to not work.
Excellent service given by Jack Brennan who was polite, friendly and helpful even though myself and my family member could not provide many of the details he required to sort out our problem.
Jack politely and patiently worked around our lack of knowledge and resolved the problem for me. Reference - 253625318 from Terence Casserley

Might as well not have any internet it is so slow! 6 download and 5 upload, I work from home and have been told by my manager I have to get a different internet provided because I am unable to video call without it being glitchy/freezing/generally not working. I only live in a small flat I don’t understand how the internet doesn’t reach the room I work in.

Nothing wrong with internet just wondering how long you wait before getting a email about gift card

Terrible decision to migrate email to Greenby. Whole file boxes go missing, my Sent box has disappeared, deleted messages keep reappearing. Messages from years ago randomly appear, not reliable at all. Plusnet’s, what were you thinking !!!

I rarely write negative reviews, but my experience with Plusnet has been the most frustrating and poorly handled service issue I’ve ever dealt with.

In November, I contacted Plusnet to arrange a simple move of my broadband from one apartment to another directly opposite, in the same building. I gave two weeks’ notice and was clearly told that on moving day I would just need to unplug the router and reconnect it in the new flat.

On the day of the move (4 December), the internet did not work. After spending a long time on the phone, I was told activation would take a week. A week later, there was still no service. After another lengthy call, I was told the property was in a “hotspot area” and Openreach would need to attend, something that should have been identified in advance, especially given the connection was simply moving across the hall.

The earliest appointment available was 29 December, meaning Plusnet left me without internet for almost a full month, over Christmas, despite being notified of the move in mid-November.

After Openreach finally restored the service, the situation got worse.

On 23 January, a new tenant moved into the apartment opposite and signed up with Plusnet. On the day their service was activated, my internet was suddenly disconnected. I immediately called and explained that my line had likely been cut, but I was repeatedly told the issue was my router. I spent hours troubleshooting, including accessing router settings on my laptop. A replacement router was sent, still no connection.

I then requested an engineer visit. During this call, I was told to stop calling and wait, and that engineer visits “come out of their pocket,” which made it sound as though I was asking for a favour rather than reporting a fault.

When the engineer finally arrived, he was given access to my neighbour’s account instead of mine and therefore could not carry out any work. He left without even checking the line.

After weeks of further calls and repeated explanations (as no one seemed to have any record of previous conversations), Plusnet finally admitted that my connection had been disconnected in error.

By this point, after months of disruption, hours wasted on the phone, and no reliable service, I cancelled my contract out of sheer frustration.

To make matters worse, I have now received an email confirming that I have been charged for February and March, despite not having a working service and after cancelling due to faults caused by Plusnet themselves.

During all of this, my bill was also increased by £4.99 in February, only months after renewing my contract in September.

This experience has involved:

Nearly two months without reliable internet

Loss of service over the Christmas period

Multiple errors by Plusnet and Openreach

Engineer visits arranged incorrectly

Hours and hours spent on the phone repeating the same information

No proactive communication or ownership of the issue

Being charged for services I did not receive

No compensation offered

The lack of accountability, poor internal communication, and ongoing billing issues have made this an extremely stressful and disappointing experience.

I would strongly advise others to think carefully before choosing Plusnet. I have never felt so frustrated or poorly treated by a service provider.

Nasty customer service - trying to scam you and not understanding at all. We were promised 50mbps and ended up with 1.4 mbps! Even the engineer told us it’s ridiculous and we should cancel our contract but the customer service advises are hellbent on making us stay! Ridiculous

Scammers when I signed up with them i should of got a gift card £145 after 2week I never received it phoned to ask why I haven't received my gift card and all I got from them is that it is to late now it's been 2months to be honest they had no intentions of giving to me just ply to get you to sign up with them BIGGG SCAMMERS I'm not the only 1 they have done it to looking at reviews. STAY CLEAR

I left Plusnet over 2 months ago and they are still taking £6.27 each month. I just noticed and cancelled the direct debit. Furthermore, I returned their router as soon as I was no longer with them.
Absolutely disgusting!

Service for 24 months was fine to be fair. My issue is that as soon as my 24 month contract ended my mo they billing shot up by £15.
This ended up costing me £90. Why do Plusnet or other companies feel it's justified to exploit a normal working person, who's just trying to get buy financially, by taking an extra £15 per month for the exact same service was costing them £30 previously.
Left them now and going to another provider.

Can't fault the service other than they sold me 900mbps and then sent me a wifi 5 router which only handles speeds upto 500mbps ... if customers are paying for gigabit they should be sent a gigabit router .. the 900mbps is good on my pc with a hardwire though but yeah their routers are all wifi5 only thats my only gripe everything else is great no need for the 1 star reviews

I have been with Plusnet for many years, super helpful, great service. I am only leaving because your phone company and broadband have to be with the same provider to connect with the new connections we are being forced to connect too. Very sorry to say goodbye Plusnet.

Exceptionally poor.
An organisation which has hit me with a punitive bill by way of dropping a significant supposed discount long before my contract ends.
Spoken to by a "Smart Alec" who said it has been all my fault ("I should have known !") and then tried to retain my custom.
I've been with Plusnet for 10years and they have been decent over the time but now certainly a shift to the worse in their attitude towards customers.
Don't go there.