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
I ordered Unlimited Fibre Extra in May then cancelled it in September because I found that I was never going to use it. After the cancellation I had to take money out of my account to pay for the broadband which I was told would be refunded after 31 days. However in December i got a £64 bill which i hadn't expected having checked Plusnets website and there was no reference to any charges for broadband, when i called up they said the only way the money could be refunded is if i cancel my bank card, which obviously doesn't help when you don't have another card. I regret contracting this company.
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.