Plusnet Reviews 12,301

Im not suprised most people are leaving one star reviews. Ive just received an email telling me my bill is ready to view. Ive spoken twice that Ive moved to a new supplier, and that Im not renewing. I disconnected my modem a week before my contract ends on 28th Feb. Yet theyre sending me a bill for March and informing me of the next one in April. How much time on the phone do I need to waste to explain Im not renewing. Do they bother to take this onboard?

They keep you on the line for ages. I had a simple, reasonable enquiry. I had moved to a new provider, but they billed me for another month. After 1hr on hold they told me what the problem was, ‘the service had ceased but the account was still open’. They then passed me to another person to resolve this, this person then asked me what the problem was, to which I answered ‘you have already told me this, you must have a record of it?’. They then put me on hold twice for about 30mins, then told me they would fix it and rung me back tomorrow. Could be an external call centre but I'd say it’s the worst I've ever come across.

My experience with Plusnet has been nothing short of devastating, and I feel compelled to warn others.

After moving into my new flat, I signed up with Plusnet expecting a reliable broadband service. Instead, I was met with constant connection failures from day one. I contacted their team repeatedly to explain how unusable the service was, and I was assured that an engineer would be sent out to investigate. No engineer ever arrived. Not once.

The lack of support had serious consequences. I work from home, and because Plusnet failed to provide a functioning service or any meaningful assistance, I lost my work‑from‑home contract. I made the customer service team fully aware of my situation, but they showed no urgency, no empathy, and no willingness to resolve the issue.

With no working broadband and no help forthcoming, I had no choice but to cancel the contract. Instead of acknowledging their failure, Plusnet added insult to injury by charging me a £124 cancellation fee — despite the fact that the service never worked properly in the first place.

This entire experience has been incredibly stressful, costly, and disappointing. No engineer, no resolution, no accountability. I expected far better from a company that claims to care about its customers.

This is the second time the internet has gone down. All they say is sorry and that it will take two days to fix. Last time it took a day but because this has happened on a Saturday I doubt it will get fixed until Monday or Tuesday. I appreciate this is also an Openreach issue but they haven’t offered any dongle or anything. My kids can’t play on their Xbox and we can’t watch anything and I’ll miss a couple of days work if it doesn’t get fixed because I work at home. Everyone else in the village on other ISPs still have internet but still obviously openreach have their internet.

Plusnet have been charging me over double my original contract for nearly 2 years as I was out of contract and they didn't automatically renew mine. They did not try and get in contact with me to inform me. They have taken in total £600 extra from me. I would not recommend to anyone

shocking customer service with no compassion. there is no service for dealing with bereavement, I’m currently on hold, having to use my dead father’s phone, that i have had to go and dig out of his house, because no other number will get through their IVR. I’m being forced to listen to happy happy hold music for 20 minutes. you should be ashamed of yourselves.

I upgraded my service in January. A month later it's still not active and Plusnet keeps sending bs emails with a bunch of excuses delaying the start of the new service I signed up for, while they keep billing me for the old package (which costs twice as much). They are effectively in breach of contract and their customer service is the most appalling, rude and useless I ever experienced in my life. They need to be sued by everyone.

Excessive price increases hidden away in T&Cs meaning a 20% increase within 4 months of starting the contract. I received a prompt but unsympathetic response to my concerns. I’m stuck in a 2 year contract due to an excessive cancellation charge. Avoid at all costs!

Plusnet should be ashamed of themselves for dumping email responsibility to Greenby! This is a totally useless email provider that cannot seem to provide a reliable and consistent email service. Multiple times both email and webmail down and no support or meaningful assistance to rectify. I'd be surprised if Plusnet have any customers at soon all after this shambles!

Absolutely terrible service. DO NOT USE THIS PROVIDER
I find it difficult to understand why plusnet feels that they are not responsible for providing a usable broadband in your property.
The quote I was given is "if you buy a budget broadband you get budget service"
Meaning for my broadband to work the router needs a clear circumstances. The only way it will work if the router doesn't have this, is too buy a mesh or a WiFi booster. If I have DIY skills move the router.
I am a disabled person and older in years. I feel the product is not fit for purpose. Under a contract of sale.
Customer service is a can't be bothered attitude!!!!!

Disappointed by my recent experience with Plusnet. After being a loyal customer for years, my contract ended in September and my monthly direct debit increased from £34.43 to £52.54 — a 53% rise. Plusnet say they sent an email, but I never received it, and there was no follow-up to ensure I was aware of such a significant change. As a result, I paid an additional £20 per month for six months on out-of-contract rates that were not transparent to me. When I queried this, the response was dismissive, with no empathy and no willingness to review the situation. Businesses are entitled to apply out-of-contract pricing. But how they communicate changes and treat loyal customers when concerns are raised defines their reputation. I’m now leaving Plusnet and, based on this experience, would not recommend them. Customer loyalty should be valued — not quietly penalised.

Plusnet were good when they started but are appallingly bad now.
Poor service. Lots of service drops and faults. Impossible to contact. Couldn't care less.
Hellish company.
Avoid.

The contact number they have on the website does not work. I found an old number (have been customer for over 10 years), no option for the question I wanted to ask......... Things have changed. There is zero customer service

Plusnet recently dumped me onto EE because no full fibre where I live. I have a final bill to pay to Plusnet of £3.89 but they are making it very difficult for me to pay it as they have blocked my Login and my emails and they no longer do live chat. Every time I message them about trying to pay they just give me links to their login page which they have blocked. Catch 22 ????????

I have been using Plusnet for over 20 years with a few problems but their change of the email to Greenby has been racked with problems!
It appear
I am not impressed and will be searching for a different provider!

In contract two months. In-contract price increase £4 pcm, that's a whopping 17.4%.

Just lost my sister and need to relocate to look after my dad and these heartless b@#tards are taking £92.09 due to no fault of mine having to relocate because of my bereavement.ive been a loyal customer for years and would expect better treatment considering the circumstance.
STAY CLEAR OF THESE MONEY GRABING B@#TARDS.

Plusnet have previously treated existing customers and new customers with equity so I'm surprised that my Full Fibre 500 will cost £37.50 a month from the 31/03/26 whilst new customers can have the same Full Fibre 500 product for £31.99 a month.

Clearly the Plusnet ethos is no longer customer satisfaction or retention of longstanding customers.

Plusnet is hiking their broadband prices by over double the inflation rate. At the same time their CEO is being paid approximately £1300 PER HOUR!
My suggestion is to find a a different broadband supplier that doesn't want to rip you off!

Very unhappy with unreasonable price increases. Over 10% less than 6 months into contract. Another 10% next year. £96 to leave them early. Will definitely leave at end of contract