Plusnet plc - Sheffield

Peter H.

I browsed the best Full Fibre deals in April 2025, as I really needed Full Fibre Broadband. I discovered Plusnet, and the deal I saw amazed me; Full Fibre 900, £36.99 per month for 24 months, with £100 Plusnet Reward Card - this deal caught my eye.

I immediately signed up to this deal and Plusnet kept me fully up to date on the status of my order from the date I ordered to the go-live installation date.

I had some questions aswell to ask the Plusnet Team and so I joined their Community Forum and one of their staff members picked up my messages and they answered all my questions in detail.

Months on and I am a very happy customer. My broadband service works perfectly with no issues, and Plusnet Support are always on hand to assist me with my queries/issues should I have any.

Dave P.

"Our award-winning, UK based customer support is available 7 days a week"

As a prospective new customer ready to sign up, but with a few queries, spending 45 minutes on hold is not what i'd expect to win awards except a Razzie. Usually new customers get priority from the call centres so I can only imagine what getting support as a customer must be like.

As a result, I won't be subjecting myself to that so will be looking elsewhere.

George D.

Avoid Plusnet at all costs. They changed my confirmed broadband installation date without asking, sent me equipment after I told them I was cancelling, and charged me for a service they never delivered.

I contacted customer support multiple times — no resolution, no refund, just poor communication.

I've now sent a legal notice and reported them to the Ombudsman. Absolutely terrible experience. Stay away.

Paul L.

What a terrible experience, I had been a customer of theirs for years, I changed provider and they emailed me saying the owed me £19.39 and sent me a link to another company for me to fill in my bank account details for a credit ( as I had stopped my direct debit to them). I duly filled in details and waited as I had been told it would take several weeks for it to show on my bank account). Nothing happened so I phoned them, and after waiting 45 mins I got through to someone who said they would write.me a cheque and post it to me as the link to the other company would only work once !.
A week later I had another email saying they had already sent the credit to my bank so ther would be no cheque coming.I told them I had checked my bank and I have never received the money, they said leave it with them, they would phone me. Nothing happened so I rang again and they said I would have to send them a copy of my bank statement , I said why should I ? they said so they could contact my bank them selves, I said well contact them you know the details I've been a customer of Plusnet for years.No they need my bank statement, I said no your not having it, as I didn't trust them or their outside company.I don't see why they should have all my personal banking details.
So the moral of the story do not trust Plusnet, when you leave them you get robbed. Stay well clear of this company, they must be stealing millions of pounds from their customers who never receive their credits ! Paul Ward

Date of experience: April 04, 2025

Gary F.

So far, it's all been positive compared with the awfulness of BT. I have spoken with actual other human beings instead of AI tosh and got every query resolved to my satisfaction. Keep it up and it could be come 5 stars.

Sarah, J. &. D. S.

In Sept 24 we signed a contract for 18 months but in March 25 they put the price up, i.e. only 6 months later ! When I complained they said "the price increase is valid and we have not offered fixed price or no increase contracts for many years".
The obvious question there is what is the point of a contract ?
So I asked to leave with no penalty but, somewhat inconsistently, they said there is a penalty and they would apply it !
i.e. there is a contract BUT only in one direction.
We will never use Plusnet again.

Jo L.

Plusnet have not refunded credit in my account after I cancelled and have kept it for months. At this point, I don't think they have any intent to refund me and suspect they want to deliberately infuriate customers into not chasing.

C M.

Disappointing service. Payments taken however services regularly disconnected and told no payment has been made. When offered to email proof of payment I was advised there is no email address I can send this to. Originally told restrictions could be removed however this was then changed and I was informed they can do nothing at all and services will stay disconnected. Raised a complaint and was told someone will call me at some point.