Plusnet Avis 12 244

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

Disappointing as a new customer. It’s been a mess setting up. Mistakes which can’t be rectified as slightly abrupt customer service. They only ask for a review when it’s been a good convo. Not impressed.

I have had Plusnet for just over 2 weeks and so far everything is great

I no longer use a home phone so decided to contact Plusnet to cancel my no and reduce my monthly bill, as I had seen a special offer in the 'Which' magazine.
They reduced the bill down to £21.99. Yesterday 13/04/26 I received a letter from plusnet advising me my monthly bill would be £17.49...Yes I was delighted.
I called Plusnet to double check that they had disconnected my phone line and left my internet connected, also questioning my new monthly bill. They denied that a letter had ever been sent out, even though I had it in black and pink in front of me. I offered to scan and email a copy, but was told it didn't matter the contract was for £21.99 and that was that...RUDE! I will certainly reconsider my provider when it's up for renewal

We have been with PlusNet for a number of years but are now in the most ridiculous situation! We have been without access to the internet for over a week, that may not sound a long time but my partner works from home and it’s impossible for him to do so at this current state. They have firstly told us it was our router (we tried 3 different routers, it wasn’t the router!) They offered to send a PlusNet router, we tried it and it didn’t work, it’s not a router fault! So they said it was our telephone line, today OpenReach turned up, it’s not the line it’s the router! Today they’ve offered to send us a new router (not a refurbished one that was previously sent) so we now have to wait for at least two days for a brand new router that we know, and BT knows, won’t work as it’s not the fault of the router, IT ISN'T THE ROUTER!! Upon receipt and testing of the new router it will be proved to them that it’s not the router and it’s not a line fault!! it’s something wrong at PlusNet. I’ve just had to buy extra data for my phone, my partner is now having to travel to his office until this is sorted. Absolutely shocking service, day 8 of no internet service and a few more days to go through this unbelievably frustrating situation. PlusNet, your customer service is shocking!!!!

I've been on the plusnet full fibre 150mb package for approx 18 months and up to a few weeks ago, things were generally fine. However, I've been suffering constant drop outs of late and speeds well below the minimum guaranteed of 80mb. Notifications on my device are constantly saying, “Ready to connect when network quality improves.”

EE in my area is currently running at less than 1 mb and has been for many years, despite being surrounded by 5G masts, one of which is only yards away from my property, I wonder what these masts are actually doing, so when my plusnet drops out, and as a EE customer, I basically have no coverage at all. Added to this is a recent email from Plusnet informing me that my broadband cost is increasing by £3 a month.

My slot for a plusnet engineer is 21st April and a recent call with plusnet customer service had the staff member telling me he could see a definite problem. My question is... don't plusnet monitor accounts to flag up problems or just wait until it gets so bad, the customer is forced to ask for help due to poor service?

Next major update for this review will be after my engineer call. Until then, it's speed well below the minimum as per our contract and currently, Down 48mb. Up 28mb. Turned off router all day. Dropped tonight at 7pm to 33mb Down. 28mb Up.

Speed today, 15th April 26.
17mb Down. 10mb Up. Getting worse. Yet again, dropping out with the notification... “Ready to connect when network quality improves.”

Update: 16th April 26. 51mb Down 23mb Up. Constant drop outs from plusnet full fibre 150mb package with nothing at all from the EE network.

Update: 17th April 26.
37mb Down. 28mb Up. “Ready to connect when network quality improves.”

Nothing wrong with internet but as a new customer I claimed the £125 reward card and nearly 3 weeks have passed and the card still hasn't arrived and even banks are quicker sending out debit cards and I find this unacceptable as it shouldn't have to take up to 30 days to get the card, it took Plusnet days to reply to my emails as I had to send it a number of times due to them ignoring me so now I'm wondering whether Plusnet have scammed me into signing up to their internet through false advertisement

It’s absolutely dreadful. I’ve never come across such a terrible internet connection in my life. The connection keeps dropping, the maximum speed is low, packets are constantly lost, and the ping never drops below 100. The admin hub is also incredibly laggy; the ‘pause all internet access’ button only works after an hour; it’s impossible to create a group; devices keep switching between 2.4 and 5 GHz; it can’t handle more than two devices connected at the same time; and even if only one device is connected, the connection is incredibly unstable

Plusnet sold me a Fibre internet connection on 6 June 2025 and as of April 2026, they had failed to provide it, instead relying on a 'pass-the-buck' technique of blaming Openreach.

Absolutely disgusting service. Took close to 3 months to try and instal FFTP broadband and I gave up in the end and went elsewhere. During that period I spoke with over 20 different customer service reps, spent over 2 hours on the telephone. I was fed inaccurate information about gifts, broadband and completion dates. Eventually went to the Communications Ombudsman who found in my favour. Worst experience I have ever had Plusnet were an absolute disgrace.

Live in a village with full fibre half a mile away but plusnets owner BT open reach have decided we are not worth the cost of proper infrastructure. We are promised 32mb which on their tests we get but my son can't play his gaming and our TVs buffer when at evenings at weekends. I've had to get Starlink at the same cost as Plusnet but get three times the speed. Such a shame we can't get get out act together in the UK and forces to used an eccentric Americans satiates to play a computer gane avdcwaych TV. Shameful.

Was happy until email went to Greenby which is unbelievably slow. Will have to pay a fee to leave for a more reliable provider,

Don’t understand why so many bad reviews.. I’ve been with this company a while now and the internet service is good!👍