Reviews Analysed
22
We Collect & Analyse Reviews
Plusnet
Experiences & Reviews
Plusnet is a UK-based internet service provider offering home broadband, fibre and landline services. Founded in the UK and operating nationally, it serves domestic customers with consumer-focused broadband plans and customer support channels. Plusnet is part of the UK telecoms market and commonly appears on comparison and regulator sites when consumers research broadband coverage, prices and customer service.
Overview & Key Metrics
Positive Sentiment
32%
Latest Review
13d
Overall Rating
2.2
Our Analysis
🎯
Service quality
Most reviews describe poor customer-facing service: staff often unable to resolve issues, slow decision-making and limited support for vulnerable customers.
Share
Weak
22%
💰
Value for money
Frequent reports of unexpected charges, billing disputes and being charged for services not provided or after cancellation.
Share
Weak
15%
⚡
User experience
Account and website flows caused problems: captive portals, paperless-only billing and online-only processes reportedly block access or create errors.
Share
Weak
7%
🔧
Product quality
Multiple accounts of unreliable broadband: low speeds, long outages, missing engineer visits and advertised coverage that did not materialise.
Share
Weak
11%
📞
Communication
Many customers report missed callbacks, inconsistent responses and complaints closed without promised resolutions or compensation.
Share
Weak
20%
⭐
Overall experience
Overall sentiment in the sample is largely negative, driven by billing, support and reliability issues, though some users report prompt setup and helpful staff.
Share
Weak
25%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 22 verified reviews (November 2021 – September 2025).
Fraudulent Billing & Unprofessional Service - Complaint Closed Despite Unfulfilled Promise
"Plusnet is a shambles. Despite cancelling my "unprofessional and silly" service, they continued to fraudulently charge my account. This is completely..."
George
Trustpilot
Sep 30, 2025
Featured for: Unresolved billing complaint example
Absolutely brilliant so far
"It was the easiest and best decision I have ever made to join Plusnet after 2 years with Vodafone. We were connected on the day (15 September 20..."
Tony Carter
Trustpilot
Sep 30, 2025
Featured for: Positive: fast setup and speeds
Dire support service
"My mail stopped working on my iMac. Plusnet support said it was a device specific problem that they knew about and would notify me when it was fixed...."
SiameseTomCat
Trustpilot
Sep 30, 2025
Featured for: Shows failed technical support
Leave this company if you if you are old, or forgetful, or have any medical issues affecting your memory
"My mum is 79 and has suffered a stroke. She had been with Plusnet for many years. Recently, she mentioned that she 'didn't know where her money was go..."
Paul Haynes
Trustpilot
Sep 30, 2025
Featured for: Highlights issues for vulnerable customers
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
Filter by Rating
Filter by Source
Showing all 22 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (2) · Quotes shortened · As of: September 2025
N
Naomi Chinger
trustpilot.com
Sep 30, 2025
Not a fan
Not a fan! I pay over the odds fo...
Y
You can not be serious
trustpilot.com
Sep 30, 2025
Moribund with no concept of customer service
Avoid. Incompetent at every level. The concept of customer service eludes them. Moribund practices, staff un...
g
gamze
trustpilot.com
Sep 30, 2025
They lie about their coverage dont trust them please
Dont trust this network provider. They are genuinely the worst provider you can choose. Our wi-fi has not been working for over 1 year. We keep trying...
D
Daniel Sthamer
trustpilot.com
Sep 30, 2025
Having to login in via a portal….
Never had an issue up until I come home and I suddenly have to log in via a portal TO MY OWN NETWORK as...
D
DIY
trustpilot.com
Sep 30, 2025
Not a great company for disabled customers
I have just tried to upgrade my service; I'm profoundly deaf, cannot use a telephone so chose a package that specificall...
J
Jason Grant
trustpilot.com
Sep 30, 2025
What a stupidness going on with this…
What a stupidness going on with this company... I called up for broadband, since it was shown to be very good for my area, the guy suggested EE, which...
T
Tony Carter
trustpilot.com
Sep 30, 2025
Absolutely brilliant so far
It was the easiest and best decision I have ever made to join Plusnet after 2 years with Vodafone. We were connected on the day (15 September 20...
J
John Cooper
trustpilot.com
Sep 30, 2025
This is the best company I have ever…
This is the best company I have ever used for my internet. Unfortunately they do not have cable around here, otherwise I would have stayed with th...
S
SiameseTomCat
trustpilot.com
Sep 30, 2025
Dire support service
My mail stopped working on my iMac. Plusnet support said it was a device specific problem that they knew about and would notify me when it was fixed....
C
Craig jones
trustpilot.com
Sep 30, 2025
I have had Plusnet for 3 years now
I have had Plusnet for 3 years now, never had a fault, so was really taken aback at how low the score is on here.but also the customer services is 5st...
G
George
trustpilot.com
Sep 30, 2025
Fraudulent Billing & Unprofessional Service - Complaint Closed Despite Unfulfilled Promise
Plusnet is a shambles. Despite cancelling my "unprofessional and silly" service, they continued to fraudulently charge my account. This is completely...
s
selizf
trustpilot.com
Sep 30, 2025
Wonderful customer service
I came to snoop on Plusnet's reviews (wild Tuesday night) expecting really good things and was surprised to see their score. I've been with them since...
R
R.
trustpilot.com
Sep 30, 2025
Great customer services
Great customer services. Friendly, compasionate and easy to understand. Contacted them several times over the past few months, even today. No waitin...
P
Paul Haynes
trustpilot.com
Sep 30, 2025
Leave this company if you if you are old, or forgetful, or have any medical issues affecting your memory
My mum is 79 and has suffered a stroke. She had been with Plusnet for many years. Recently, she mentioned that she 'didn't know where her money was go...
L
Lee
trustpilot.com
Sep 30, 2025
Very poor I had issues in June/July had…
Very poor I had issues in June/July had no internet for 14 days and was only offered 3 days compensation, spoke to 10 different people at plusnet when...
M
Mohamed Abbas
trustpilot.com
Sep 30, 2025
Not good at all
WiFi not what's promised, getting 14mgb while I should be getting 147 mgb , customer service is horr...
C
Claire Daventry
trustpilot.com
Sep 30, 2025
Absolutely ripped off a care home…
Absolutely ripped off a care home resident with learning disabilities. Done nothing but mess us around from day 1. Took payment but a month later s...
I
Ian Currie
trustpilot.com
Sep 30, 2025
NO HELP FOR THE VULNERABLE
Plusnet have been my Mothers provider for many a year - she has just a landline and no internet or broadband as she is a complete technophobe. She rar...
w
william Barber
trustpilot.com
Sep 30, 2025
I had a long running problem then I…
I had a long running problem then I spoke to Seyi Adeg...
M
MRSBAIBAJANSONE
trustpilot.com
Sep 30, 2025
I am very disappointed and consider…
I am very disappointed and consider this company to be dishonest. In July of this year, I applied for an internet connection. The monthly fee for the...
Conclusion
In this sample, consumers most commonly report problems with billing, complaint handling and unreliable broadband. Several reviewers describe unresolved charges, missed refunds and complaints closed without promised remedies. At the same time a number of customers praise rapid activation and helpful individual agents, and some report good speeds and reliable service. If you are considering Plusnet, check local coverage and expected speeds, read contract terms (especially cancellation and refunds), and clarify support options for vulnerable users before committing.