Many reviewers report repeat outages, missed engineer visits, and surprise charges. Several mention billing mistakes, mid-contract price increases, and reward promises that were not met. Others praise fast fibre speeds and name support staff who helped them. Overall, reviews show both clear service problems and a handful of standout service experiences.
Examples from available reviews (Nov 2021 – Feb 2026).
Frequent dropouts, unresolved faults and an unauthorised double payment were experienced.
“they have now taken double payment out of my account without my permission.”
I was without internet for four days and lost earnings waiting for engineers.
“I'm without Internet 4 days”
Connected on the day with excellent 500Mbps speeds and reward claimed.
“the speeds so far are absolutely fantastic for what I've paid for!”
An agent, Seyi Adegboye, resolved a long-running problem quickly.
“All sorted Tedwenham48”
Reviewers describe outages lasting several days, missed appointments, and suspensions that left them without phone or internet. Some reports point to Openreach or installation problems that led to long disconnections. A smaller group of long-term customers praise quick, capable support and faults fixed by named agents.
Customers mention surprise fees, repeated monthly overcharges, and price rises during contracts. Multiple reviewers say promised refunds or reward cards never arrived or turned up late, and that some refunds did not include interest. Complaints about moving fees and being billed after leaving the contract appear repeatedly.
Users say the website pushed them into engineer bookings against their selections and required logins while on the provider’s own network. Several reviews also mention bot-led support and an email migration they did not want, with no opt-out. These issues show up less often than service or billing complaints.
Some reviewers report speeds dropping well below what was advertised after local works, and weak router performance in certain installs. One person said they were left with 0.2Mbps after street works. Concerns about install quality and early line work come up more than once, but less often than outage reports.
Customers say promises were not kept, grace periods were removed, and advisers gave misleading information about prices and contract terms. Several reviews point to missed callbacks and limited access to human help during an email migration. In negative reviews, communication problems are a frequent source of frustration.
Reviews split sharply between people who report steady, high-speed connections and those who describe billing errors and long outages. Positive comments often mention specific staff and fast fibre soon after activation. Negative accounts focus on reliability, refunds, and clear contract terms.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Frequent dropouts, unresolved faults and an unauthorised double payment were experienced.
“they have now taken double payment out of my account without my permission.”
I was without internet for four days and lost earnings waiting for engineers.
“I'm without Internet 4 days”
Mid-contract price rises and a suspended service left a vulnerable customer unsupported.
“they stopped my landline without notice leaving me a disabled lady at risk of falling with no phone”
Poor customer service and mishandled renewal caused the reviewer to leave.
“Very low grade customer service staff”
They overcharged by £6 per month; refunded but refused interest.
“Plusnet have taken £30.99 since day one.”
Broadband speed fell to 0.2Mbps after street works and no solution was offered.
“broadband speed dropped to 0.2mb”
Service quality has declined and email migration to Greenby caused frustration.
“it’s not the company it once was”
A large price increase was applied despite erratic service and poor router quality.
“Another large price increase in monthly price”
An advisor misled the reviewer about price rises and contract terms.
“plusnet are liars im so let down by them”
A promised £80 reward card never arrived and disputed charges threatened debt collection.
“This never arrived.”
Generally reasonable service but unexpected end-of-contract charges caused frustration.
“I been charged an out of contract charge and a months extra charge”
Missed engineer appointments caused lost earnings and poor communication from Plusnet.
“taken 2 half days off to be at home for fibre connection”
A promised grace period was removed without informing the customer.
“They break promises”
Email account was migrated to Greenby without opt-out and support was bot-driven.
“migrated my email account to Greenby, without giving me the opportunity to opt-out.”
Support staff were knowledgeable and helpful despite frustrating transition issues.
“I can commend especially Connor who fully understood”
Advertising was misleading and Plusnet provided excuses rather than real support.
“Do not be fooled by the hype and advertising.”
They charge £65 to move service while the customer remains in contract.
“they want to charge me £65to move it”
They charged an out-of-contract amount until an engineer could fit the fibre.
“out-of-contract' amount of £46”
An Openreach engineer cut the copper line before fibre completion, leaving them disconnected.
“the Open Reach engineer cut our copper line before he’d ensured the fibre was fully installed”
Helpful and speedy customer service achieved a quick Wi‑Fi turnaround.
“Top class customer service”
I pay over the odds for a poor connection.
“I pay over the odds for poor connection”
Customer service is incompetent and untrustworthy.
“Incompetent at every level.”
Wi‑fi has not worked for over a year and customer service is terrible.
“Our wi-fi has not been working for over 1 year.”
Was required to log into a portal on their own network and will cancel.
“TO MY OWN NETWORK as if it’s some public WiFi in a cafe”
The site forced outreach engineer arrangements despite selecting 'no telephone'.
“I land on a page to arrange an outreach engineer”
An agent suggested EE but the signal was not strong enough as promised.
“it turns out the signal is not strong enough for what was promised”
Connected on the day with excellent 500Mbps speeds and reward claimed.
“the speeds so far are absolutely fantastic for what I've paid for!”
A long-term customer praises Plusnet's fantastic customer service.
“Fantastic customer service.”
Support failed to resolve mail issues and missed promised callbacks.
“They promised an expert would call within 30 minutes.”
Three years fault-free service with accommodating, five-star customer support.
“customer services is 5star.”
They continued charging after cancellation and failed to pay promised goodwill.
“they continued to fraudulently charge my account.”
Long-term customers praise Plusnet's helpful, polite and patient customer service.
“been blown away by the helpful, polite and patient customer service”
Friendly, compassionate support and fast, reliable broadband service.
“Great customer services.”
An elderly customer was overcharged and staff showed little empathy or help.
“Plusnet took an extra £400 from the budget of someone who has very little cash.”
No internet for 14 days with poor communication and inadequate compensation.
“no internet for 14 days and was only offered 3 days compensation”
Receiving much lower speeds than promised and experiencing poor customer service.
“getting 14mgb while I should be getting 147 mgb”
They took payment but no engineer visited and provided unusable equipment.
“Took payment but a month later still no engineer to fit it.”
Paperless billing left a vulnerable pensioner with unexplained high landline charges.
“bills in excess of £50 per month.”
An agent, Seyi Adegboye, resolved a long-running problem quickly.
“All sorted Tedwenham48”
The monthly fee was deducted before connection and the promised refund never arrived.
“the monthly fee for the service was immediately deducted from my account”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Plusnet is a UK internet provider offering ADSL and fibre broadband and landline services for homes and businesses. It sells routers and often arranges fibre installation through Openreach engineers. Customers manage accounts and billing through an online portal, with electronic billing available. Support is offered by phone and online teams, and email services are linked to customer accounts.