Affordable - one of the cheapest providers in the UK
Unlimited broadband - no download or upload usage allowances
Fibre packages available - speeds averaging 66Mb download and 18Mb upload available in enabled areas
Phone bundles available - add an inclusive minutes call plan to any package, from £4 additional monthly cost
UK-based customer services - get support from a guaranteed UK call centre
More expensive in areas outside of high competition areas - those in rural areas are most likely to be affected by this
Well above average complaint levels - Ofcom figures for January 2020 show Plusnet have the second highest level of complaints compared to other major broadband suppliers
Annual CPI plus 3.9% price rises - prices for broadband, line, call plans and call charges will increase with the Consumer Price Index plus 3.9% in June 2021, March 2022 and then annually each March onwards
Features at a glance
Download speeds average 10Mbps for standard broadband, 36Mbps for Fibre and 66Mbps for Fibre Extra
18 month price contracts offered as standard, cheaper 12 month contracts may be offered during promotions
All deals come with unlimited usage
Many deals with free or discounted activation
UK-based telephone support. NB: due to the COVID-19 pandemic, Plusnet have limited contact centre opening hours, see their website for details
Safeguard online parental controls - easily block or allow websites and categories with no download needed. Plusnet Protect powered by McAfee - optional security suite of Anti-Virus, Anti-Spyware and Anti-Spam protection (£2 extra on standard fibre)
Free N-rated wireless router with standard broadband, AC-rated for fibre
All broadband packages include line rental, inclusive minutes phone packages may be added from £4 a month extra
Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Plusnet.
Echoing other customers here in saying Plusnet used to be good but they are awful now. Internet up and down all the time. Customer service terrible. Booked engineer never showed up, no apology. We are leaving.
Oldest BT generation router and my broadband has continually fallen below the stated speed, with service dropping out. My contracted period ends this month (Jan 21), so I notified Plusnet and started to move to the Vodaphone Gigafast service. My Plusnet contract was for £27.99 per month, however despite cancelling they have now advised I will need to pay a figure of £41.59 as I am outside the discount period. This is insult to injury and they refuse to simply charge the £27.99. I stayed for the term of the contract, despite terrible service and then to have a higher fee to pay at the end is disgraceful and profiteering.
This is the most unfair company I have ever met in the UK. I rented an apartment and inherited a contract with this company. I paid the fees and when the contract expired I made a new one in my name. These people made me pay for everything from the beginning, they even made me buy a new router from them, since I already had the same one from the previous contract ?? In addition, when the last month for payment between the two contracts came up, they first took money from me for the month under the old contract, and then I paid the fee under the new one. On top of that, I didn't have internet for 3 days ?? One day I decided to give up because I was not happy. I complained, said I wanted the contract terminated, paid their cancellation fees, and then I got another bill to pay, and I had already paid. This is a terrible company with a terrible internet and terrible employees. These are very unfair people.
This big company is all about money and NOT about the customer. I have been a customer for nearly a decade but recently sold my house and moved up the road about 80 miles (ironically on the doorstep of Yorkshire now). When I checked online it appeared that Plusnet do not provide service at my new location but oddly their parent company, BT, does. So I went with BT. Then got a bill from Plusnet for £64.52 for Early Termination Charge. I was willing to stay with Plusnet - BUT it was them that abandoned me as a customer and could no longer provide service. I went to their ironically named Customer Care team. I explained I was a long-standing customer and this was out of my control. He said he would escalate my complaint and I would hear back in 3-5 working days. Perhaps he meant 35 working days?! At any rate, nothing heard and the charges came out of my account. Do not believe their ads! They are not a homespun Yorkshire business - they are as cynical and money-grubbing as any major corporation. I will NEVER go with Plusnet again! Terrible, unresponsive service and wicked hidden charges. Shameful!
UPDATE: I spoke with customer service rep after raising the issue AGAIN which was never addressed previously. He contacted me and sent me a notice saying upon investigation I would be refunded the amount I was charged for cancellation. HOWEVER this morning after even further investigation there was not enough proof that I as the customer had done everything within my power to remain with Plusnet. The responsibility is entirely on me to do everything and Plusnet doesn't even have to answer the phone or reply to my queries! This is not a company which values the customer at all. When I pointed out to Hopewell that I had been with Plusnet for nearly ten years, he said that really has no bearing on anything. That sums up how Plusnet regards its customers. World-beating BAD customer service.
No active broadband since early December.
Service on and off.
Appalling customer service.
Manager call back never happens.
Waste of BT engineer’s work time.
Cannot wait to leave this useless company
I switched over to plusnet from talktalk today. Unfortunately plusnet only posted the router yesterday by royal mail which means I now have no broadband for a few days so I had to buy another vdsl router which might arrive tomorrow - I would probably have had to do this anyway because the plusnet hub one is rubbish . They do pick up the phone and they are UK based support but they aren't particularly helpful and their on call music is dreadful. I am looking forward to leaving them already.
Was with Plusnet for many years, but there has been a real decline in both broadband reliability and customer service. The final straw came when they removed my landline and broadband in the wrong week prior to a house move and were unable to reinstate services for over two weeks. As I work as a keyworker from home, I was unable to manage without wifi. It took hours and hours of phonecalls and emails for staff to understand what the issue was; call staff were largely unhelpful and at times rude. In the end I escalated a complaint and left the service totally. I now have a portable wifi solution which is much more reliable, I would never return to Plusnet.
Christmas is going to be a bit different this year.
Even with the hope of relaxed restrictions, it's likely that for many of us, large family gatherings will be replaced by virtual get-togethers, and nights out at pubs and parties will be swapped for nights in with a boxset.
And what does this mean? Our internet connections are going to be more important than ever.
So why not treat yourself to an early Christmas present by upgrading to a fantastic new broadband deal? If your current contract is coming to an end - or maybe it ran out a while back and you haven't got round to sorting it yet - now is the perfect time to start shopping.
There's loads of festive offers on right now, and if you act quickly there's still time to get connected before the holiday season kicks off.
You can even sign up to a premium TV service, so you can catch the latest movies, the hottest new shows, and enjoy the Premier League's hectic Christmas schedule.
Sign up to Virgin Media by 9th December for guaranteed installation by Christmas. You can get both broadband and TV, and activation is free - saving you £35!
You can still get Sky TV bundles up and running in time for Christmas.
For other TV and broadband bundles, check out the latest deals from BT and TalkTalk - TalkTalk packages still come with the promise of no mid-contract price rises.
Plusnet have seasonal offers available until 16th December.
You can get NOW Broadband with a range of TV Passes, covering your choice of entertainment, movies and sports.
When choosing a new broadband deal, always make sure you pick the right speed for your household. Put simply, the more people in it, the faster you need. So while one person making a video call or watching Netflix can get away with a relatively low speed, a few people all doing the same together will need much faster.
And keep in mind any large downloads you need to make. For example, games for the Playstation 5 or new Xbox consoles typically start at around 50GB, and can be double that. To make things a little easier, schedule these downloads to happen overnight, so they're ready and waiting the following morning.
You'll have to hurry if you want to get your broadband set up in time for Christmas. Use our postcode checker to find the best broadband bargains available where you live right now.
Make sure you read the terms carefully when you take out a new broadband deal: there's a growing trend for some providers to sneak in new clauses promising significant mid-contract price rises.
The four BT Group brands - BT, EE, Plusnet and John Lewis - have now all announced new policies to allow bigger price hikes on their deals. They will see annual increases equal to the consumer price index (CPI) inflation rate - plus an extra 3.9% on top.
Previously, ISPs would typically peg their rises to the CPI, or in some cases promise none at all.
Plusnet, for example, have effectively replaced their heralded fixed price guarantee with the guarantee of at least one - and potentially two - price rises over the course of a broadband deal.
BT, meanwhile, no longer offer contracts shorter than the two-year maximum that Ofcom allows. That means you'll be paying at least 7.95% more at the end of your deal than you were at the start.
Here's what they've announced:
BT and EE are using the CPI published every January. The price rises go into effect from 31st March each year, and apply to customers who signed up after 1st September 2020.
For the 2021 increase, Plusnet and John Lewis are using the CPI published in April and applying the increase from 1st June. After that, they're using the CPI published every January, and adding the increase to bills from 1st March. It affects customers who signed up from 7th October.
If you're on an older deal and still within your initial contract period you won't be affected by these changes until the time comes for you to renew. If you're out of contract you will be affected, although you should never stay on an out-of-contract deal for long.
So how much more will you be paying? For reference, the CPI rate for December 2019 was 1.3%, so that's the rate by which your price would have gone up on most deals. Under the new policy, that increase would have been a hefty 5.2%.
The Bank of England's target for the CPI is even higher at 2%. Of course, with the uncertainty that comes from the UK being in the middle of the biggest economic slump in 300 years, it's hard to predict what that rate will be in future. Needless to say, negative inflation won't result in a discount as that 3.9% will stay in place regardless.
What can you do?
Ofcom rules state that you can quit your contract without penalty if your broadband provider introduces "unexpected" mid-contract increases. But by announcing these plans, and writing them into your contract, they won't be classed as unexpected, so there's no escape.
What you can do instead is ensure you factor in the changes in your monthly charges when you're comparing broadband deals. And also keep in mind the date you sign up. If you take out one of these deals in February or March you'll be hit by an immediate price hike.
This move makes genuine fixed price guarantees more valuable than ever, especially if you're signing up for longer than 12 months. TalkTalk, italk and SSE are among the suppliers still offering them, so if you want clarity over what your bills will look like over the next couple of years they're worth checking out.
Plusnet Broadband Buyers Guide - Is Plusnet right for you?
Can I get Plusnet?
Plusnet is owned by BT and benefits from BT’s network covering most of the UK. With a good 95% of homes covered, you should be able to get Plusnet broadband
However, while coverage is not an issue, it's important to know that Plusnet do charge different rates depending on where you are in the country. If you're in what Plusnet classify as a 'low cost area', where other providers have also installed their equipment at your local telephone exchange and there's lots of competition, you will get your broadband at a cheaper price. If, however, you're in a non-low cost area you'll pay in the region of 50% more each month. Plusnet's price areas are not arbitrary, they're based on market classifications provided by Ofcom.
The good news is that you're unlikely to be affected by this unless you're in a remote rural area. Plusnet say that 99% of the homes they cover are in low cost areas. You can find out if this applies to where you live by using our postcode checker.
What packages are available?
Plusnet offer three core broadband packages in a variety of configurations. You can choose your length of contract, and also get them with or without a phone line.
These are the three basic Plusnet broadband deals:
Plusnet Unlimited - unlimited standard broadband with an average speed of 10Mb
Plusnet Unlimited Fibre - average download speeds 36Mb, average upload speeds 9Mb, unlimited usage
Plusnet Unlimited Fibre Extra - average download speeds 66Mb, average upload speeds 18Mb, unlimited usage
All three deals are unlimited, with no traffic prioritisation. For each one you can choose between a contract of 12 months or 18 months, but special offers may only apply to one or other contract length.
All Plusnet Broadband packages come with Plusnet's basic line rental only package, where you only pay for the calls you make, but you do get free calls to other Plusnet customers and Plusnet support. Plusnet offer the option to add an inclusive calls phone service to any of these packages. For an extra £4/month you can upgrade to Evening, Weekend and Mobile calls, and for £8 a month you can upgrade to Unlimited UK and Mobile calls. Finally, you can upgrade to Plusnet International Anytime 300 for an extra £8/month, which comes with free inclusive anytime calls to UK landlines and 300 inclusive anytime minutes to 35 international destinations as well as 25% off top international call destinations outside of your 300 minutes. Mobile calls aren't included in this.
You need to pay line rental to Plusnet with all packages. This cost is included in the advertised price, not charged separately, although you can save on line rental fees by paying for a year up front.
Lastly, you can add a subscription to BT Sport for a price starting at £5 a month, depending on whether you want to watch it through an app, a YouView TV box, or have it added to your Sky satellite service.
Which package should I choose?
An important first question to ask yourself is whether you need the speed of fibre if you can get by with standard broadband speeds.
The extra speed is indeed much faster and thus a tempting prospect, but there is no point paying for it if you’re not going to use it. Plusnet’s ADSL speeds averaging 10Mb are easily sufficient for most online activities including Skype calls and downloading music. However, this is not the case if you live far enough from a telephone exchange that your ADSL speed would be very low.
It would also be worth getting fibre if you are a heavy downloader, or regular gamer, as these are both activities that would benefit from the extra speed, reducing download times and preventing lag in games. Fibre packages will help also prevent slowdown in households with many heavy internet users, such as student flats or homes with large families, where one connection has to be divided between several people.
If you're a heavy uploader, perhaps because you share your own YouTube videos or use cloud backup and sync services, or if you're in a busy household where several people may be streaming HD video at once, then you may benefit from the upgrade to Unlimited Fibre Extra offering up to double the download speed and almost 10 times the upload speed.
Points to consider before you choose
How far do you live from a BT telephone exchange, and will this be a problem for your ADSL speeds?
How many people will be using your broadband connection at any one time, especially for heavy downloading or online games?
Are you a heavy uploader, or someone who uses cloud backup and sync services?
Is fibre optic broadband available in your area?
Is the extra expense of fibre broadband really worth it for you?
It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.
Wireless router - All new customers signing up to Plusnet will receive a free wireless router. On the Unlimited deal you get an N-rated Hub Zero, and on the fibre plans you get the more up-to-date Hub One. This is AC-rated, giving it a stronger signal over a greater range. If you wish to use your own router instead, Plusnet will allow that provided you check with them that it is compatible.
UK-based customer service - Unlike most other providers, Plusnet’s customer service is entirely based in the UK, and is available between 7:30am and 10pm, 365-days a year to help with any queries you may have. All Plusnet phone customers get free calls to Plusnet's customer service.
Plusnet Protect - Powered by McAfee, Plusnet Protect is Plusnet’s internet security package free to Unlimited Fibre and Fibre Extra customers, available for an extra £2 per month for standard Fibre after a three month trial. Up to 7 PCs can be protected through its anti-virus, anti-spyware, anti-phishing and firewall tools. It also allows you to set parental controls to filter what children using the internet can access.
Static IP available - Customers on Unlimited Broadband and Unlimited Fibre Extra can add a static IP address for a one off payment of £5.
What are the benefits of Plusnet?
The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.
Cost - Plusnet is among the cheapest of the large providers, making it a good choice for those on a tight budget or those who just like to save money.
Unlimited usage on all deals - There's no reason to choose between price and usage allowance when Plusnet's entire range of broadband products come with no limits on the amount you're allowed to download or upload each month.
Value line rental - All Plusnet packages include line rental, you can cut the cost of this by paying a reduced price for a year of Plusnet line rental up front, producing a significant saving over the monthly rate.
What are the drawbacks of Plusnet?
Let's face it, not everything can be perfect, and even the best deals may have a downside.
Few extras - Unlike many of the larger providers, Plusnet does not offer much in the way of extras like wi-fi hotspot access, online TV (apart from a BT Sport subscription) or a home move service. However this is reflected in the cheaper cost, and it does not affect the core broadband service.
Higher rural prices- Although Plusnet is owned by BT, their packages are still cheaper in some areas than others. The cheapest prices tend not to be available in rural and remote areas - although due to the Ofcom market classification mechanism this is tied to, Plusnet are still likely to be the cheapest or among the cheapest stand alone broadband on any exchange.
Complaint levels - Ofcom figures show that Plusnet are second highest in the complaints table covering the eight main broadband providers.
Annual CPI increases apply - As of October 2020, Plusnet no longer offers a fixed price guarantee, instead prices for broadband, line, call plans and call charges will all increase in June 2021 by the Consumer Price Index (CPI) rate of inflation published by the Office for National Statistics in April of that year plus 3.9%, and then will raise again on the same CPI plus 3.9% basis each March from 2022 onwards. Other prices, content and terms may also change during your contract.