New customer. Poor router - inability to select OpenDNS DNS servers is very poor. Speed is very good. Reliability so far is good.

Router completes soft reset every 14 days (which is normal behaviour for the router) but Line Sync Speed is now reducing following every reset, my line has reduced by well over 10 Mb in a couple of months, the service used to be top notch but sadly not anymore. Customer Service is barely existent, phone support is impossible and they take at least a week to reply to online fault form, they say my line is just fine despite the consistent drop in speeds.

I have never rated Plusnet less than maximum stars, however this time I have rated customer service only one. They are nigh on impossible to contact presently and even Chat seems to have failed.
I do accept the Pandemic is a massive issue but you must provide
reasonable support.

Wish it would stay for more than 24 hours with dropping out but on the plus side that do static IP's for a one off fiver

Plusnet are reliable but every day he internet stops or runs slowly, normally around 10:30/11:00

medium ranking

Had Plusnet for over 3 years using their fibre plus service. This runs in excess of 70Mbps with 20Mbps upstream and it has never failed and with no experience of contention.

So it’s a thumbs up from me.

We have an "upto 76mbps" full fibre line. We were promised a minimum of 50mbps under contract. Most recently, we've been getting 38-42mbps.

Speed performance = poor.
Customer service to resolve through their website = Very poor.

not 5* any more speeds have dropped from 62 to 54 in the last two months will need to call plusnet for reason

not 5* any more speeds have dropped from 62 to 54 in the last two months will need to call plusnet for reason

Very misleading website offers. If you are a new build premise (i.e. Full fibre) then they can not serve you despite all of their "unlimited fibre" offers. By "fibre" they mean copper connections (FTTC) and not actual fibre (FTTP) that all new builds are required to have.

I have been with plusnet for a number of years - from when our little rural exchange was enabled for broadband. Although our speed was low - due to the distance from the exchange, the service was always reliable.

We have recently upgraded to fibre and as part of the upgrade switched our phone service to plusnet. The staff at the call centre were always helpful. The switch was made almost seamlessly - with a downtime of only around 10 minutes.

I would highly recommend this ISP.

Seem to have had a lot of dropouts in recent months and a need to reboot the router. Also would have liked some acknowledgement that my broadband speed has been 50% of supposed minimum and I could expect at least a 50% refund as a result! Sadly no reply from Customer Services! What a surprise....

Download speeds good but with my SamKnows box I was able to demonstrate problems with jitter, latency and packet loss. I discussed this with tech support. After running line tests they agreed it may be a fault with the standard Sagem router. Replacement sent within two days - I will review and compare.
(I was surprised the tech rep had not heard of SamKnows!)

Works well for me with no problems 99% of the time so cannot complain

May 2020
If ever there was a time when my Broadband really needed to be reliable - this is it. I am so pleased I chose and have stuck with Plusnet all these years. OK, they showed some favouritism to Sheffield Wednesday a few years ago but I can accept that because their product and service is so good.

Thanks Plusnet!

Plusnet give good customer service, however I have not really had any "Broadband" issues since installation. But, I have experienced WiFi problems with the router they supply.
I looked at the Plusnet user forum and found my problems were well documented.
Many users suggested using a Bt home hub 6 to replace the plusnet supplied router FTTC.
This I have done and now I have good WiFi anywhere in the house and garden.
It makes you wonder why plusnet would bundle such a poor router in their packages?

We've been with PlusNet for over 10 years, Kew and Brentford. There have been glitches along the way, eg they cut us off a week early in Kew, but they have always been responsive and compensated us fairly for any problems. The reliability, from ADSL to FTTC, has been superb, no big outages at all. Nowadays, in lockdown, we get our usual 70+ megs download speed but the upload speed has rocketed to over 100 megs - great for Zoom calls. They've also been good with pricing and quickly matched their new customer deal when I threatened to move on a while back. We are fine with their router but turned off the wifi and spread that throughout our flat and terraces via BT Whole Home Wifi

Plusnet have been fast and reliable in the lockdown when we rely so much more for contacts and online shopping. The helpdesk were fantastic when an old(ish) lady's PC died and I had to get her a new one. That was fine, but of course she couldn't remember her email password. She was able to authorise me to speak on her behalf and what could have been a crisis was simply resolved with charm and helpfulnss. Top marks.

I've never needed to contact PlusNet customer service, so I don't give any ratings for Service.
Billing is very reliable, and fully explained. My only problem with PlusNet is that after 6 months, the download speed was no better than the previous service provider's, and I'm currently getting only 2.5 Mb/s most of the time.

I've more problems with PlusNet then any other provider, it took 3 months to sort my DD.

Never had ANY problems. Renewal comes up in June, could go for fibre but we shall see the best deal.

provides the service that I require with no problems

First time in about 18 years I could not get hold of customer service. They have reduced hours due to COVID19 but every combination I dialled ended up with ringing and then cutting me off

No online chat so tbh disgusted.

FAQ not appropriate for my query!

Very hit and miss, they were OK when supplying John Lewis Broadband but their own brand is not up to scratch.

A problem with being unable to send eMail caused me to reach out to Plusnet.
It was not possible to get anyone to talk about it. Only Answerphones culminating in being cut off because there was nobody available due to the crisis.
I am leaving Plusnet today because they 'walked away' from customers in need by not having Phones manned, from Staff Homes, at the onset of Covid 19.
I will never trust them again.

No issues, reliable, not needed support

everything as plusnet said from the beginning.

Not the fastest but reliable. I have been fortunate to have a reliable connection and when needed support has been good. Good value for money.

Download speeds on Plusnet (copper wire connection) have been in steady decline for the past year. Currently I get around 2.5 Mb/s. Speed was 3.5-4 mb/s when I joined Plusnet.
Upload speeds have slightly improved, up to 0.8 Mb/s

Download speeds on Plusnet (copper wire connection) have been in steady decline for the past year. Currently I get around 2.5 Mb/s. Speed was 3.5-4 mb/s when I joined Plusnet.
Upload speeds have slightly improved, up to 0.8 Mb/s

As I have only been with TT for a few months its not been fully tried and tested yet but Im happy so far.

They are reliable and speed is good but I hate their
TV advert saying you can get fibre at £22.95 with a
£75 cash back when I am being charged £26.95 per month.
That's £123 more a year I, (a long term user)am being charged
than a new user.

I have been with PlusNet since 2002 and am very happy with all aspects except for a repetitive problem with their billing system which effects a small number of customers - including me - every year on payment of line rental in advance.

poor support.

Technical performance cannot fault.

HOWEVER, do have a serious customer service issue. Plusnet split line rental and broadband services. Line on a 12-month contract and broadband on 18 months. This means after 12 months line contract you HAVE to agree to take at least six months more until the broadband contract runs out. Plusnet advertises the fact that they will not increase prices mid-contract but they do at the end and because of the split contract, you have NO choice but to accept the raised prices.

Excellent all round except for their accounting system.

As long as you pay them they are not really interested in your problems, especially if Openreach are involved.

comes and goes..... on and off...

Download speeds fluctuate much between 19/12/2019 and 20/01/2020 from 28.1 Mbps and 64.1 Mbps, today the lowest.
Also, seeing issues with VOIP (BlueJeans).
So 3/5 for Reliablity.

Usually a good steady service but line speed does drop heavily on occasions.

really good customer service, the operator who helped me this morning (Chris) could not have been more helpful.

I've beenwith Plusnet for several years. Their customer service is excellent, either using the telephone or their well supported customer forum.

However, I have had a billing problem since April where they have been unable to bill me. Consequently I've had 8 months FREE telephone & broadband. Long may it continue!!

Service is consistently good and on the rare occasion that I need to speak with customer care they are very responsive.

Whilst I found the broadband service provided work well the customer service is appaling. If they owe you money be prepared to wait a long time to get it back.

Banded my broadband without informing me. Kept on dropping. Took four days to unband. Pretty poor

I have been with Plusnet for about ten years. Having moved from one area to another the service is a bit patchy. It was best in Gillingham, Dorset where BT provided Plusnet service. I then moved to the Salisbury area. Here Plusnet have their own equipment. Here the service is faster, but at peak times the service slows down considerably and at times it is impossible to watch on line video. I moved within the area and they had a major problem with billing my usage. This has now been resolved after a few months. As I use my broadband mainly in the daytime the service is adequate, but I'm not so sure about peak times. I think Plusnet need a major equipment upgrade. Perhaps when they install fibre to all users things may improve. There seems to be a reluctance to provide a really good service although this is the case with manyy ISP's.

I first moved to Plusnet because my then provider was exiting the market place & moving me to a provider I did not want to be with. I was using an ADSL service. On the day of transfer 1st the 'phone was switched over and I was still connected to my existing ISP. I did a couple of speed tests my download speeds had moved from 17Mbps to nearly 20. The move to Plusnet as an ISP completed later in the day & these speeds held. When FTTC became available I upgraded to the 40Mbps service. Only 1 break of a few hours in nearly 3 years & regular speeds of 37Mbps/8Mbps. Basically the service works. They need to look at charges which are getting ever closer to their parent company.

That's my last review for Plusnet now moved over to TalkTalk

We have been fortunate as we live in the country and have fiber broadband. We had service from TalkTalk and had variable speed performance, inability to watch on-demand TV sometimes, and support was not easy due to trying to communicate with overseas support centers. When we were charged £65 for an Openreach visit to address a problem we decided it was time to change and moved to Plusnet.
Plusnet support centers are great to deal with and so far we have only had one Openreach visit (there are perpetual issues with the old copper connections and we have 500 meters connecting us to the fiber, but we are happier with the overall product.
We pay about £2 per month more but get a better service.

Worse and worse, they keep getting less reliable and even slower. They cannot match their promised speeds.

Only the 3rd time in 5 years that I have had to contact Plusnet. I had noticed when runnung a speed test that my download and upload speeds had halved since the last speed test. Sent a message late on Thursday, had a phone call from them last night and all returned to normal by lunchtime today. Very happy with the service
Thu 24/10/2019 14:52 56.01 Mbps 55.67 Mbps 18.46 Mbps

works well for me and has done for the last two years

I have been happy with Plusnet for 2 years now but I did haggle to get a reduction at 18month renewal time, using "is my bill fair".

I am not impressed that although my broadband is fixed that Plusnet have notified me of an mid term 12% increase on my talk time.

Not enough to scare me off quite yet.

I am keeping my eyes open as the competition is tight out there.

I would certainly (cost-wise) put Plusnet way ahead of Virgin, but they are about equal to Sky at this time.

I have used all 3 providers so I am able to offer informed comparison for my area.

Plusnet started out pretty good like all companies that are starting out. Sadly over time the customer service has dropped dramatically.
They are non responsive 99% of the time with scripted responses say they will implement certain things or get system errors fixed like billing when they do not, in many clients cases still on going for nearly two years.
Also, it seems they have become to big for their boots.

There is no ''We Will Do You proud'' still they are also lagging behind other IP when it comes to IPV6 and seem not to take loyal standard customers at value but will in my eyes con new customers just to join.

Be warned this company is no longer as good as it was and it has dropped its standards since 2016
From a good company years ago to now a failing company

Another month another billing issue. This company are one of the worst I've had to deal with when things go wrong.

Decent speed and reliability of broadband. But the email service is poor:
Slow, unreliable, low standard

We've been with PlusNet for over ten years now, in Kew and Brentford, and have seen our download speeds go from 2.5mbps (ADSL, a long way from the exchange) to 75mbps (fibre to nearby cabinet). They have been pretty reliable and reasonably priced. When I phoned them because they were offering better deals to newcomers than loyal customers they immediately agreed to match the best deal I could have got by leaving. We have a Plusnet router but I turned the wifi off and 3 BT Whole Home Wifi discs cover the entire place, roof garden included.

Our fibre speed in rural Scotland is pretty poor just now. The main optich cable is too restricked for the requiements of our village. We pay for 38 mbps but only get 24 at best with about 4 up. This is the fault of BT who as normal in the UK have totally got the numbers wrong, plus we still have copper from the cabinet to the house. Good old Britain if it can be done the hard and expensive way that's the route we have to take. No wonder there is no Empire today. What I don't understand is why third world countries can get 100 mbps and we have to pay for much less as in some cases below 4 mbps.

Had a connectivity issue in August; probably due to the inclement and volatile weather

line speeds as good as before the move. change over flawless, only hitch reinstall printer driver to see the new router

They get worse by the day. Slow, slow and even slower, and this despite the change to fibre connection. My service from Plusnet is now far worse than it was before the change. And they seem unable and incapable of doing anything about it. What am I paying for?

After 5yrs with VM, have changed to PlusNet due to price. Fed up having to haggle/negotiate/threaten to leave every 6-12 months in order to avoid price rises. They did come back with good offer AFTER I had left (£19 pm for 50Mb broadband only-no phone & £24 for 100Mb)

Pretty much fault-free during 5yrs, speed always 50-55Mb, only outages occasionally after midnight for 5-15 minutes.

Customer services in India/Philippines are very poor

I pay for 80/20 and at first I was getting 65+/19+ now it is down to 20/10. Time to switch I think.

Frequent drop-outs and occasional loss of service and speed generally about 6-7 Mbps.

Plusnet offer a very competitively priced service and when it works it's great. I get near max speeds on FTTC and have never noticed contention issues or packet shaping.

However, if anything ever goes wrong, or you need to deal with support they are an absolute nightmare. The support staff seem almost entirely clueless.

I recently moved home and transferred my line and broadband to the new house. They managed to turn off my (paid for) static IP during the move which then broke the connection because the router was attempting to get the IP and being rejected. Their support were entirely incapable of diagnosing this as the issue and it took me several hours to figure out what was going on and fix it myself.

I then asked them to re-enable my static IP address, the first person I spoke to said they had done it. They did not. It took 5 further calls (to five different support staff over 3 days) to get them to re-enable it.

I was told that as it had been disabled I would be assigned a new static IP, which was contrary to what I had been told before the house move. I queried why this was and was told that "the previous IP had been destroyed". When I tried to explain to her that that's not how it works and you can't destroy an IP address she went off to talk to her supervisor. After 5 minutes on hold she came back with the same answer. By this point I just wanted _any_ static IP back; although it would be hassle to change all the places I needed to change the IP use; it would be a one time thing. She then reactivated the static IP and surprise, surprise, it was the previous static IP. I pointed that out and she said that it shouldn't have worked and it was unusual.

I had a similar horrific experience with their support staff a few years ago when our exchange got upgraded to FTTC and I tried to switch from ADSLMax to FTTC.

It has been nearly 3 months since I moved house and on my account it is still showing that I have no phone line (despite having one and being billed for it) which is preventing me from renewing my annual line rental saver. This is all because someone their end hasn't clicked a button to say the house move is complete. I've spoken to several different support staff about this and none of them seem to be able to resolve it.

Through all of this pain (literally hours on the live chat and phone) I was offered a whopping £5 credit as an apology (on two separate occasions). I was only ever credited one £5.

In conclusion, if you want fast, cheap, internet and don't ever need to change anything, and the switch over goes smoothly, you'll be happy as Larry, but if even the most minor of things goes wrong, God help you.

Broadband works well, customer service is useless as is the billing system.

Continuing to be dreadful and beyond belief. Slow speeds, slow service, no service, no response to requests for help. I have been promised all sorts of improvements, even bullied to changing over to their fibre-based service for greater reliability and speeds but still nothing works as it should or was promised. Plusnet are either understaffed or have undertrained staff (or both) who do not seem to have a clue what is going on. This is an appalling company.

There have been a number of connectivity issues in the Month of June. Perhaps it is all that rain that we have been having?

I find it very difficult finding the right words for something that fails to let you down keep up the good work Plusnet

Just great all round.

Cheap, you get what you pay for. According to 'ThinkBroadband' I should get 40Mbps. I get less than half i.e. 18Mbps.

Not one to jump on the band wagon when my internet connection goes wrong, BT and Openreach I know are the cause of majority of the problems, messing about with roadside boxes and at the exchange. Never had a problem with Plusnet in the 18 months usage.

Plusnet are good, great customer service but we do get outages around the same time each day, I.e. 10:00 and 15:30
This ma not be caused by Plusnet, it could be BT lines.

Broadband is very good. Billing is worse than useless. They just can't seem to send a correct bill even after endless complaints and promises..

They continue to be my No 1.

Fibre services is only just good enough for HDR or 4k streaming but frequently drops out and on occasions is unusable for an evening.They keep sending new models which does not seem to help and is time consuming. Again on occasion I have just given up and used my mobile phone as a hotspot which is way faster. Roll on 5g

Plus Net is usually reliable, with good speed but occasional drop-outs in the evening in particular. Not sufficient of an issue to warrant changing supplier, yet-we will see how it goes.

Contact by phone is normally productive, on the rare occasions we had problems.

Mick Cryer

We started with ADSL broadband from Eclipse in 2005 then switched to Madasafish in 2008. In 2009 we switched to Plusnet, still in Kew, and despite being a long way from the Richmond exchange and having one of the first phone lines in the area we got around 2.5mbps. We've been with PlusNet ever since, including after our move to Brentford. In 2015 we upgraded to FTTC with PlusNet in Kew but the cabinet was quite a long way away so it only lifted our download speed to 20mbps. But that felt transformatory!

In late 2015 we bought our Brentford apartment and moved there in early 2016. With the FTTC very close we've since got 75mbps down and 30mbps upload - really good and ever so reliable. Over the years we've had very good support when we needed it and the only glitch was when they shut off our Kew broadband a week early. But they gave us a decent discount for the next few months as an apology. In 2016 we switched to PlusNet with our phones; their mates rates were good value. I later switched to Three for roaming in the US and Colombia but my wife's still with PlusNet Mobile.

In late 2018 I thought of leaving PlusNet because their good deals were for new customers only. But one phone cal to them and they gave me the same deal so I've been happy to stay. I've even added BT Sport (£5pm) recently, with big European football finals coming up and that works very well. We now have very good wifi coverage around a large apartment on 2 levels, thanks to 3 BT Whole Home Wifi discs, and are very happy with PlusNet after 10 years.

As I live less than 400 metres, I've always had good speeds, but Plusnet improved over my last provider, even before they provided the actual broadband. At midday they switched over the phone connection. Original connection received a speed boost! The only thing that had changed was the line from my home to the exchange had been taken over by Plusnet upping throughput from around 17Mbits to nearly 20! In 4 years I've only had one outage and that was less than half a day.The only critique is that if I just take the broadband on its own, it isn't competitive. But if I tried to get the extras (BTSport & Plusnet/EE mobile) the whole package is good.

All over the place with too frequent drop-outs with no service. I have been bullied by them to transfer to fibre connection which they promise will be better. We shall see. . .

Download speed is good and reliable. Plusnet website is awful to use. Chat support is not always available.

Was excellent, always up and getting 43 to 51 Mbps over last 2 years averaging 48. But since they revised product offering introducing unlimited fibre EXTRA, my unlimited fibre PLUS has been THROTTLED DOWN to 35 to 38bps to keep within the new upper limit, in order to force users to pay extra for speeds we already had.

Have always been very good to me, and I've been with them for about 5 years.

No, the speeds arent enough - far behind the rest of the country

Plusnet have looked after me for many years in a most satisfactory manner.

Unreliable service, sometimes OK, too often not. Speeds vary enormously, sometime I get complete drop-out with no service at all. Despite several calls to them they seem unable to make the service constantly reliable with acceptable speeds. It's frustrating, and they are far too expensive. They are very poor providers.

Unreliable service, sometimes OK, too often not. Speeds vary enormously, sometime I get complete drop-out with no service at all. Despite several calls to them they seem unable to make the service constantly reliable with acceptable speeds. It's frustrating, and they are far too expensive. They are very poor providers.

Like plenty of others are saying, the broadband is good and has never let me down but the billing system is terrible. I have just got 2 months free after their latest mess-up. I wish I had stayed with Zen Internet.

What can you say about Plusnet. Good reliable broadband with no problems over the past 2 years. However, good though the product is their billing is beyond a joke. They continue to overcharge me by £10.00 every months then promise to refund it next month "as a gesture of goodwill" despite it being their mistake in the first place.

I have raised an official complaint to try and cancel the remainder of my contract but don't hold much hope...

For sometime speed between 6.7 & 7.0Mbps; best some 2-3 years ago when speeds of 10-12Mbps were the norm. Currently seeing frequent internet dropouts.

As an uncomplicated user I have, settled on Plusnet to meet my broadband and landline needs at a reasonable cost.

I have an FTTC connection on a max 37 down 10 up service. I get an actual speed of always above 30 down and always above 7 up.

Plusnet are my 4th ISP over time and I consider all ISPs to be imperfect.

Plusnet are quite reliable but there may be occasions to contact customer service where you may need to be firm but polite.

All in all I stay with Plusnet because life is relatively problem free and I find them more approachable than my previous High Brand name ISPs.

Great service, but speed lacks

Problem not solved after 1 month.

great provider an service had an issue sorted out quickly an speed of the line improved to higher levels than they said I should be able to get an I cannot complain about that

Good steady service

Generally as good as the previous provider,BT, but a lot cheaper. dropouts after the first 10 days were mainly on a night in the early hours of the morning.half the price of BT, but I dropped the BT vision and paid yearly for the line rental. Plusnet £35 a month with line rental paid yearly compared to BT at £53 a no brainer really.

Excellent reliability, speed and service at a really low price.

The month of February has been pretty sporadic. Both with connectivity issues and, speed dropping dramatically; even in the small hours of the morning.

I’ve been with Plusnet for 8 years, last year we were upgraded to overhead fibre and I was lucky enough to get on the Plusnet trial for FTTP. My speed has gone from around 2.8mbps to 78mbps. I was already a phone customer of them and my package is for unlimited FTTP, line rental and unlimited anytime calls for £45pm. BT were offering a slightly higher speed but at around £15 more per month. The customer service has always been excellent and any issues have been resolved quickly and to my satisfaction. I’m very happy with my speeds and relieved that I’m no longer screaming for the kids to get off the internet while I’m trying to download an email. 5 stars all round.

Does what it says on the tin .....

Still having trouble to find fault with the service not broke dont need fixing.

Generally good, but intermitttent loss of connection, and variable delay before connection resumed.

Excellent, consistent broadband service (around 80Mb/s download) and telephone. Customer support is very good, although it can take a while to get through.

Unfortunately Plusnet and most Uk service providers have to use Openreach to get things fixed but users cannot contact Openreach directly which means fixes are delayed and users get frustrated.

I have had 5 line failures in the past year, all of them at the exchange and the last two were in the past week.
Do I feel that Plusnet, or even Openreach, are on top of this problem??? Not at all!!! I am waiting for the next failure!

Do I feel that Plusnet will complain to Openreach on my behalf - not really.

This is not only a criticism of Plusnet it is a criticism of the whole setup that is controlled by Openreach and/or BT.

Maybe if the public could speak to Openreach they, Openreach, might get the message that Joe Public are not at all happy with the service they get from this seemingly uncaring organisation.

I am not a tech geek, but I have taken steps indoors to maximise my bandwidth. I have been with Blueyonder, Virgin, and Sky and in each case I have always felt I am trying to find the least bad of providers rather than an outstanding ISP.

My last change over 2 years ago now was to Plusnet FTTC which I was able to secure at a lower cost than Sky ADSL2+ at the time. Although none of the providers 'customer service' I have ever experienced frequently extended to positive timely action over warm words in event of a fault, I have found that the Plusnet Forum and Facebook page do work, and are generally responded too well when sensible dialogue is used.

This has also improved noticeably since the separation of 'Open Reach' from the mainstream BT management.

I understand that Plusnet is a wholly owned subsidiary of BT and currently less costly.

Bearing in mind that the perfect ISP who is always looking out for you, rather than your monthly fee, does not exist, I would rate Plusnet quite highly on my experience of budget ISPs.

I am a disabled pensioner and I rely heavily on the Internet as almost a Power user.

Whilst Plusnet bandwith provision does vary slightly according to how busy things are. It is not uncommon for me to come within a few Mb of my package maximum of 37 down 19 up. I would seriously recommend Plusnet to anyone seeking their first ISP.

For 1 month I have had trouble not being able to login to my email account. Apart from two contacts at Plusnet no one else was able to fix the problem. It appears to me that Plusnet contacts just go down a script and if your issue is not solved they say leave it for 4 hours to see if it sorts it's self out and then get back to as. This went on many times over the month eventually it was noticed that a tick box was found with a tick in it stating the email system was blocked, tick removed and all is well and working, shame it took a month for someone to notice it.

Why / how did it get blocked????

Having said all this Plusnet have been a supplier of broadband to me for 15 years now and this has been the first issue I have had. Price wise they have looked after me on each renewal.

If you do not have a problem with the service you can only give them 5 stars. Great first class service.

I've been with Plusnet for four years with no complaints.
Speeds are always good and never vary.
I have Plusnet Anytime, Unlimited fibre (38/10),line rental
Line Rental Saver (paying 12 months in advance) brings the line rental down to a very competitive £16.49/month.

Great company, good service despite the network being old and antiquated, I suspect that is BT's fault

The internet always seems to drop around 10:30 for 20 to 30 mins every work day

I have always found the service to be reliable and they seem to be prepared to give a little discount when renewing a contract (unlike BT) plus prices seem to have stayed pretty fixed. When I have had an issue with a noisy telephone line it was quickly sorted so overall not bad. this is my third year with them and I am quite happy with the service

great service tops speed on all occasions first class service.

Pretty poor for month of November 2018

Been with Plusnet for a number of years. They are honourable and do what they say they will do. Main point is that they have their call centre in Sheffield.Excellent provider.

Generally good , apart from daily drop outs.

No real problems

Plusnet gives good service, but I am experiencing significant Slow down in the evening. Sometimes it is difficult to log on. They need to expand their system or allow a faster bandwidth to allow more throughput. If this does not improve I may be forced to find a better ISP. I moved from Gillingham, Dorset to Salisbury. My speed was better in Gillingham as service was provided by BT but in Salisbury they have their own slow servers.

Been with Plusnet a couple of months now. Excellent reliability, speed and very cheap! Only needed customer support once and they were excellent. Highly recommended.

Been with Plusnet a couple of months now. Excellent reliability, speed and very cheap! Only needed customer support once and they were excellent. Highly recommended.

We'll do you proud.. Well, yes you will unless you get a week behind with your payment then your'll send an email that can't be answered saying unless you pay within 14 days your broadband will be restricked. Fair enough but don't then restrict at exactly the same time as the email was sent.
Plusnet are just like anyother company. Fine when you have the money but let them know you need a few days to pay and you're done for. You haven't done me proud, you've just rubbed my nose in it because of some temporary financial problems due to my business failing. Thanks for nothing..

Connectivity compromised and downloads speeds drastically reduced for no apparent reason

I started off 18 months ago with a download limit of 80 mbps which now has turned into an average of around 64-73 mbps and I feel a change is now due.
I have been with Plusnet for about 36 months and have never knowingly lost my connection during that time, however, I have used my connection to watch a lot of Netflix and other online programming of this nature, possibly this has been the reason why the line management has seen a curtail in speed over time.
A month ago I decided to go with the new Zen Internet G-Fast fibre at 160 mbps!

Could be 5 star but the wait for a reply whenever you telephone customer services is appalling - over 20 minutes still no answer and then more than 15 minutes on second try - gave up in the end.

Appalling service, deteriorating by the day, with ever increasing pam that they cannot control, nor speeds that are consistent or acceptable.

Ever since I switched to Plusnet some 4 years ago the performance has been spot on and the connection rock solid. I think only one or two disconnections in the whole time. Never had to use their support services. I've been a broadband user since the days of 500Kbps via Freeserve and they are without doubt the best supplier I've had.

I am not with plusnet.

Previous suppliers: Toucan, Tiscali, TalkTalk (don't ask) and BT. Joined PN July 2014.

Reliability: excellent, no outage in over four years.

Speeds: excellent for our needs even at peak times. ADSL2+ was 12Mb. Now Fibre 35Mb. We are 3km from exchange with 300m copper from cabinet.

Value for money: excellent for our BB/landline package with anytime calls. We pay under £28 including line rental in advance on two year contract.

Customer service: cheerful and helpful, when you get through after usually 20-30 mins wait. Never needed tech help but at least it is UK based. However ...

Admin and billing: Disastrous. Operator got changeover date wrong so we were cut off on go-live day instead of being connected to PN. Every renewal and every change has been mis-billed or overcharged. Much time wasted by myself on calls and by Customer Service staff in sorting it out.

Overall: We recommend Plusnet despite billing problems.
Full marks for reliability, speeds, value for money.
Half marks for call holding delays in customer helpline mainly due to
Admin and billing: no marks. PN management need to remedy this.

Been having quite a few problems the last few months with Plusnet. I am paying for their top of the range fibre which should be over 70 meg only three times have I had over 50 meg the rest of the time it is in the 20s and on occasion lower. And its not consistent dropping out often, and always at the most inconvenient time. My numerous calls to Plusnet resulted in with 5 BT Eng visits all checking the same thing and finding nothing wrong in the house. I was sent a new router but the problem was worse and for a weekend I had no phone or broadband,the BT Eng who visited spent 5 hours working on the fault before putting my old router back on which worked, but was back to dropping out. On two occasions the BT Engs did work in the pavement manhole and street box the Eng who was here for 5 hours also had three other neighbours to visit with problems. 2 of the Eng visits were after this fiasco, both times they found nothing wrong in the house. I have received another new router but have been reluctant to install, as what I have although poor is working most of the time. And then to rub salt into the wounds during my numerous call to Plusnet I find out my original top of the range fibre was only contracted for the first year and then it went back to the standard tariff, for two years I have been paying £10 more per month than if I had renewed my package. I asked why they had not sent a reminder and was told they have no obligation to do so, good customer service or what. I will fit the new router and see what happens regarding better broadband then I will start to chase them up for some well deserved compensation. Ant help and advice of that front would be very much appreciated.

Their help desk is UK based and always do everything they can to resolve a problem always with expert knowledge and good humour. I have been with them for 7 years and recently moved to them as my telephone provider aswell

I don't have Plusnet so I don't know.

The month of September so far has been a testing one; some connectivity issues, the raising of the fee and, throttled down on 2 occasions makes life very difficult however, I can not see an alternative at this time

I’ve been with Plusnet for 8 years and have had the odd problem due to our ancient network in our village, but luckily any faults have been fixed very quickly and I’ve been kept in the loop at every step.
In July I found out we were able to finally get overhead FTTP and was lucky enough to get on the Plusnet FTTP trial before they closed applications. I’ve gone from 3mbps to 70+Mbps so far I’ve not had any issues and by having my phone line, calls and FTTP as a package I’m only paying £45pm as opposed to BT who would have charged me at least £55pm plus my router was free and there was not activation fees. I’ve been very happy with the services I’ve received from Plusnet and plan to stay with them for as long as they keep doing what they’re doing.

No problem with Plusnet speed or phone service. every time I try to contact them by phone I'm told the lines are busy with the waiting time of 30 minutes. this is at anytime of the day and evening. there is no email address to contact them on. every thing is supposed to be via their FAQ sites, If they are busy all the time and they are sorry for making me wait they should therefore either employ more people.

I have been with them for over 10 years and very happy . Price is reasonable. Would take a lot for me to change.

Speeds are good, the service is excellent, but here's the problem, getting to the front of the long queue to speak to and adviser. Last time I was on the phone waiting for 25 minutesh before I got through, some compensation that they pay the bill for waiting. Such a pity because in every other area they are very reliable.

PlusNet is using dynamic IP addresses with Netherlands locations. As a result when I get allocated one of these addresses I cannot access the National Lottery, my GP practice appointments and prescription website, and Nectar offers. I also get MSN news in Dutch! PlusNet just do not understand the problem and even buying a static IP address has only solved the problem for my wifi connections and not for my hard wired desktop PC. Pity as speeds are good and reliability fine, but I do not have time to get them to sort this out.

Cheap and slow BB. FTTC best download speed - 19Mbps. Poor customer service. Not interested in finding speed fault. But at lease I get to surf the net.

Very helpful. Going all out to try and cure an on going line problem which BT never did.

I think Plusnet can be a bit 'Marmite'. Plenty of moaners in the forums. But if you look at all the mainstream ISPs, they're all pretty much the same.

I've been with PlusNet now for about 2 years, starting off with an 18 month 'deal' on 40/2 Fibre. I renewed it because quite frankly we've had no problems at all with their services. It's since been upgraded to 40/10, in line with most others.

I can't remember noticing any outages, and speeds are generally very good, I usually get downloads at a steady 37meg, and uploads just over 9meg.

As such, we decided to continue with them, and signed on another 18 month deal to fix the cost.

There's plenty of budget broadband providers, and you'll get good and bad service with all of them. PlusNet do seem to be at least on a par with them and have OK customer service, and you can contact them through the forums.

Good value broadband provider if you get a good connection.

Download speeds always less that promised. Connection drops out several times a day

It would be better if Plusnet would provide a full fibre-to-the-home service with genuine super-fast speeds. A maximum of 40 Mbps now is only fast, not super fast.

Plusnet just gets worse. Been with them since 2005. My best achieved speed was 37mps two years ago. I was promised an upgrade to 55mps it never occurred. It was decided to call a BT engineer, he blamed my kit, so one night I disconnected the lot: result no change, from nearly sixty smackers! BT speed test says the max achievable is 31 mps so I've been sold a pup! And that's with the latest ASUS DSL AC88U modem router, and I just installed a new RYZEN 5 model, so almost a new PC! BC

Over the year they are reliable and have decent customer service. But, when it is bad, it’s bad
All day long sub par through out
Mailbox size limited to 1 GB

I recently joined Plusnet and when I received my first notification of payment, I noticed that they had an incorrect name on the direct debit. I therefore called them and after a twenty minute wait got through to them. I explained the problem and they promised to correct it. Now eight days later I get an email demanding payment as the direct debit using the incorrect account name had failed. Called them again and after a thirty minute wait got through only to be told that it was an automated system they they use and it is unable to make a direct debit request as the original had failed. Had to make a credit card payment as this is the only way they can now take the payment.
NOT Good

I regulary help people out with their internet problems, so have lots of experience trying to get some sense out of other ISPs. To come home to Plusnet's support is like having a freindly conversation with someone who asks sensible questions and doesn't just read off a script. If they say they will sort something, it gets sorted. I can't praise them enough, and recommend them to anyone who is getting frustrated with their provider and wants to switch.

I am getting an average download speed of around 2.4 Mb/sec. It's been gradually getting slower over the course of 2 years. Admittedly i am in a rural location but why should I be paying the same as someone who receives excellent speeds in a different location? I intend to contact them soon to discuss the issue.

I dont use Plusnet I use SSE Energy

Been with them for a few years now for broadband and have now joined them for my sim only mobile. Always been excellent for me and you can speak to English speaking people in their Sheffield call centre. Unlike many companies who employ foreign staff and call centres. I maintain a speed of around 40MB, and am delighted with PlusNet and their service.

Does what it says on the tin .....

Still not provided the 10 Mb upload - they were supposed to have converted from 2Mb to 10Mb last November.

I used to get 76 mps, now I only get 60 mps.

I first switched to Plusnet from Sky in Feb 2016.
The process was straight forward subject to the lack of accurate connection dates, but this was due to Openreach at that time, a problem which has now been resolved with their breakup from BT.

The service has been reliable with an occasional drop out which may be down to my four access points not always synchronising correctly.

I have gone to great lengths to remove the causes of any internal losses to the service which is FTC. The cabinet is in sight of my house so only approx 20 houses away.

I achieve and occasionally exceed the service limits of 37Mb down and 10Mb up - at peak use my service has never dropped below 27 MB down.

The Plusnet Forum is a very useful resource where far more support is usually available than simply contacting customer service, who are always polite and cheerful and helpful.

The landline is clear and reliable and being that Plusnet are a wholly owned subsidiary of BT, I can access all of the BT services. (includes a rebadged BT Hub)

I am satisfied with Plusnet, but I am canny too and may switch SP if a better deal becomes available.

My view has generally been you are looking to chose the best of a bad bunch - on that basis I rate Plusnet highly.

I first switched to Plusnet from Sky in Feb 2016.
The process was straight forward subject to the lack of accurate connection dates, but this was due to Openreach at that time, a problem which has now been resolved with their breakup from BT.

The service has been reliable with an occasional drop out which may be down to my four access points not always synchronising correctly.

I have gone to great lengths to remove the causes of any internal losses to the service which is FTC. The cabinet is in sight of my house so only approx 20 houses away.

I achieve and occasionally exceed the service limits of 37Mb down and 10Mb up - at peak use my service has never dropped below 27 MB down.

The Plusnet Forum is a very useful resource where far more support is usually available than simply contacting customer service, who are always polite and cheerful and helpful.

The landline is clear and reliable and being that Plusnet are a wholly owned subsidiary of BT, I can access all of the BT services. (includes a rebadged BT Hub)

I am satisfied with Plusnet, but I am canny too and may switch SP if a better deal becomes available.

My view has generally been you are looking to chose the best of a bad bunch - on that basis I rate Plusnet highly.

Living in such an isolated part of the West Country, I am extremely impressed with the Super Fast Broadband that I get. 38 mbs of download, and 10 mbs of upload and, a latency of only 14: Better, even than London, unless you can afford the extortionate prices Virgin Media charge. The deal I have with Plusnet, is extremely competitive, and all that lets it down. is the verbal communication, that no longer exists in 2018. Talking, physically, with an operator would iron out some issues that even I have, despite having over 30 years of Internet experience. Still, you get what you pay for, and now with my mega powerful PC; I look back with no fondness to the Amstrad days.

My download speeds have gradually been getting worse. In the last couple years it has slowed from nearly 4Mb/s to about 2.5Mb/s. It now doesn't stream Iplayer reliably. I will be taking this up with them soon. I should say that my location is rural but I am not happy with a declining service.

Cheap broadband FTTC. They say I get 36Mbps download, but in reality I get 19Mbps. Still I should not complain at least I get a connection. I suppose that £17.49 a month is not to bad for the speed I get.

Well, I got a good deal on my fibre upgrade. It has taken several weeks to calibrate nonetheless, it is fine now and surfing and uploading is ultra quick, and am a contented customer.

General internet speeds are fine but my real gripe is with the Webmail service. It is absolutely shocking. Many users need a reliable IMAP connection for accessing email and the technical people at Plusnet either do not care or do not fully understand why this requirement is so important. The shoddy IMAP integration service has been ignored for the past couple of years and I personally know of dozens of people who have moved to an alternative provider because of this. There are literally hundreds of messages in their user forum relating to this issue, but the messages are simply ignored.

I have been with Plusnet some considerable time and overall I have been very satisfied with their broadband service. On the rare occasion that I have had to contact their support team the response has been swift and the problem quickly resolved, however, the speed has become abysmal with a download speed of 4.6 and upload of 0.8 mbps it leaves me with no other option but to give a 3 star rating for overall satisfaction and that is perhaps being generous.

We have very simple requirements as we seldom download still less stream material, don't game, and don't touch Facebook etc. So we consider our Plusnet package of ADSL2+ at about 13Mb with unlimited 24-hour calls is good value at about £28 per month. The much derided Plusnet Hub One is perfectly adequate to replace my fancy Billion 7800 which cost £80, was no faster and burned out its wifi card just after the warranty expired at 2 yrs. By the nature of TBB we are more likely to hear about problems; since joining PN from BT almost four years ago we haven't had one outage and our connection is totally reliable.

On the few occasions I have had to phone them I have had to hang on for up to 20 minutes before I was able to talk to anyone. They say their customer service is now improving. I'll be convinced if I have to contact them again.

I have been a Plusnet user for many years and they have out-shone all my previous ISPs.
On the odd occasion that I called their UK based help line I have been treated as though I am the most important customer they have.
What's not to eulogise over, in this current climate of "to hell with existing customers, let's court new clients with incentives"

The speed goes down and up from 1,5 to 13 at best. Once I have used it for a few largish Downloads the speed drops off to unusable. Oh yes it is now very expensive.

Download speeds excellent - never any issues. Plusnet customer service is always excellent - such a relief not to have to deal with BT any more!

The month of April 2018 has been good. Great connectivity to the internet; solid, reliable broadband speed and no throttling as yet. long may it continue.

OK most of the time. But if things go wrong with broadband they will not admit they are at fault. Twice in the last year broadband speed has dropped off. The first time they contradicted themselves (in writing) so often that eventually they had to admit they had reduced the speed. The second time they knew there was an issue with the line (not a fault!) After a couple of days it disappeared and speeds improved. But a week later they asked me to pay £65 to get my wiring checked. My advice to anyone is keep checking your speeds and don't take anything they say at face value. Keep notes and tell them when they contradict themselves.

I have been with Plusnet since 2006, and never had a problem. Only minor queries which have been dealt with quickly.

I don't have fibre broadband, but I can still stream live TV, so it's fast enough for our purposes. I have found them good at giving discounts too, if you ask nicely !

I have been with Plusnet (Force9) for well over 15 years. Have tried other broadband providers but none of them came up to the standard of Force9 (Plusnet). The only was I would move if the increased the price by a large amount. I also have my line rental with them No problems.
Some times you can have a long wait to speak to someone but they usually sort out your problems.Excellent service.

good service - only wish they would make the telphone spam call blocking useful

Very difficult and time consuming to contact support.
Typically telephone lines consistently busy the online message service is been off line and no respond to e mails however the direct debit mandate for monthly payment works without faimove to Now moving to new isp provider
Plusnet say they will do you proud I think they should drop the word proud

I've been with Plusnet for several years, on fibre for the past 5. I find them to be very reliable with excellent customer support when things (BTOR0 go wrong.

In particular, they have a very active forum which is well supported by PN staff members.

I joined Plusnet as they had a good deal. Joining was very good, and they kept me informed of the progress. I had some questions and I wanted to email them, which I did, a few times, but had no answer. In the end, I had to phone to get the answer. I looked at their phone deals and saw one for 'Anytime International' for £8 per month, which included anytime UK. I emailed again, and once more no response and had to phone. I upgraded to the 'Anytime International' and they gave me a date of 19th April on the phone. I had confirmation email about the direct debit starting later than the 19th on 5th May, confusing as the upgrade starts on the direct debit being paid. I have used the phone and will be checking if there has been and charges and will complain.
I think that if Plusnet could pay attention to emails, I would give more points.

They get progressively worse. Speeds fluctuate, mostly downwards. Customer satisfaction? Nil.