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Plusnet broadband review

Plusnet serves over a million customers across the UK who are able to benefit from BT's Openreach network. Find out more about Plusnet below.

Features
  • Reliability - in the first quarter of 2020, 3.1% of broadband customers experienced loss of broadband
  • Low-cost deals - its unlimited broadband deals start from £17.99 with a range of flexible contract options
  • Excellent customer service - award-winning support is available 365 days a year with the average waiting times currently 109 seconds

What's the verdict?

So, how good is Plusnet broadband? Plusnet may not be the biggest brand in the broadband world, but it should certainly be considered when looking for low-cost broadband deals that come with excellent customer service.

You can do most internet tasks with the services offered by Plusnet. The main problem with Plusnet would be lack of ultrafast internet – if you are looking for speeds of 100Mbps and above, you’ll have to first check if your home can get those speeds available, and then browse the providers that can offer speeds that high.

We say

Plusnet is definitely a worthy competitor and can offer a lot of what the bigger broadband names are providing. Generally, Plusnet keeps its prices low and can offer a service for most internet needs. For those that typically use the internet for streaming TV shows and movies online and carrying out basic broadband tasks, Plusnet would be a safe bet. But at a maximum of 66Mbps, Plusnet doesn’t currently offer ultrafast speeds just yet, which is not ideal if you’re an avid online gamer in a household with lots of users. Where Plusnet stands out above the rest is with its excellent customer service.

You say

For us, Plusnet are good value compared with their competitors. The customer response isn't always the fastest but we always get a response.

Plusnet customer reviews

5.0

"They are great value for money and the connection is very good."

4.0

"Reliable fibre-optic broadband from a BT company (Plusnet) without paying BT prices."

4.0

"Reduced speed at peak times."

*Reviews on this page are randomly selected and sourced from an anonymous feedback survey of 7,681 broadband customers conducted by BroadbandDeals.com in July 2020.

The provider

Plusnet isn’t the largest brand when it comes to broadband providers, but since it was formed in Sheffield back in 1997, it’s grown to become one of the most recognisable internet providers in the UK – serving more than one million customers. BT owns Plusnet, but it’s still treated as a separate company, which is why prices and deals will differ between the two broadband brands. Plusnet also uses the Openreach network. Over the years, Plusnet has won a number of awards for customer service, most recently achieving Best Provider Customer Service at the Uswitch Awards 2020.

The process

Switching over to Plusnet broadband is relatively simple and you can be fully set up within 10 working days. If you have a working phone line all you need to do is find the package you would like and then Plusnet does the rest behind the scenes. However, if you don’t have a phone line, an engineer will have to come to your home to install one. Usually your broadband is live within five days of your line being installed. A new line installation is likely needed if your current provider is Virgin Media as it uses a different network.

The product

All broadband packages come with a free, easy-to-set-up wireless router worth £40 (or up to £99.99 for fibre). There are three different types of routers, depending on the type of broadband you choose, the Hub One, 2704n router, and 582n router. They are each fairly simple to use. All you need to do is plug it in and follow the setup guide that’s included in your package. Your router will automatically connect to the internet for you too.

Plusnet’s broadband deals and offers

When it comes to offering customers low-cost, unlimited broadband, Plusnet definitely ticks that box. Most of the time there are a number of deals available, offering cheap broadband plans with an average download speed of 10Mbps, from as little as £17.99 a month.

On top of that, its activation fees are usually quite low, or non-existent. You also don’t need to worry about how much you use your internet because all Plusnet broadband packages are unlimited.

Unlike some other providers, all of Plusnet’s broadband contracts are at a fixed price, so you don’t have to worry about price rises halfway through your term. That means if you get yourself a really good deal, it will stay that way for as long as you’ve signed up with Plusnet. 

Plusnet’s business broadband 

It’s not just home broadband that you can get good deals with – Plusnet business broadband packages are relatively low-cost too. You can get unlimited broadband with speeds up to 18Mbps for around £18 a month – and its deals come with some added benefits. Plusnet currently offers its new business customers the following: 

Plusnet broadband speed

There are three speeds available with Plusnet broadband. With ADSL you can get speeds up to 10Mbps and with fibre-optic broadband you can get either 36Mbps or 66Mbps – which is pretty much standard if you’re comparing other providers like Sky, EE and TalkTalk. Although, the actual speed you get will vary depending on your location. Plusnet also gives you a personalised estimate of what broadband speed you can get when you are looking at its packages.

If you only tend to use the internet for simple tasks like browsing the web, checking your online banking and occasionally streaming TV shows and movies, then a speed of 10Mbps would be fine. If you have a bigger household with more devices connecting to your broadband, its fibre-optic speeds will be better for you.

However, if you’re into data-heavy online gaming, or like to regularly stream movies on a 4K television, you might require faster speeds than Plusnet can offer. For example, Virgin Media offers broadband deals with speeds of 350Mbps and above that would be more suitable.

What’s Plusnet’s speed guarantee?

Plusnet has signed up to the Ofcom Voluntary Speed Code of Practice, so if you don’t receive the speeds you were guaranteed you can leave your contract early without paying any fees. 

Plusnet will provide you with a Minimum Guaranteed Speed and if your broadband speed constantly falls below this, you should get in touch. If your speed problems aren’t resolved within 30 days, you will be given the opportunity to leave your contract for free. 

Plusnet upload speeds

Upload speeds vary depending on which broadband you have. With Plusnet basic broadband packages, which offer download speeds of 10Mbps, the upload speed is 1Mbps. This might seem quite low, but the average upload speed with basic ADSL broadband sits at around 1.5Mbps. Plusnet’s fastest upload speed is on its 66Mbps Fibre Optic broadband at 19Mbps, which is roughly the same as what BT, Virgin Media, TalkTalk, EE and Sky are offering customers.

Plusnet router review

The Hub One, 2704n (also known as the Plusnet Hub Zero), and 582n router, are the three routers supplied by Plusnet when you sign up to its broadband services. But, what’s the difference?

The Hub One

The Hub One is Plusnet’s fibre router – the fastest the broadband brand offers. It comes with dual band Wi-Fi and gigabit Ethernet ports for better performance, and connection quality. 

Plusnet Hub Zero

Basic (ADSL) broadband packages will come with the Hub Zero, which has more or less replaced Plusnet’s 582n router. It’s not as advanced as the Hub One and doesn’t offer dual band Wi-Fi, but for a basic broadband package, it should work just fine for your internet needs.

Plusnet installation

Plusnet broadband installation is fairly straightforward – as long as you have a working phone line, all you need to do is plug in your router. Within 10 working days you will then be connected and ready to browse.

Without a working phone line, this may take a bit longer as an engineer will need to install one. It’s also important to note that Plusnet broadband speeds will vary for the first two weeks of being set up while Plusnet figures out what the best speed is for your service. You can find out more about broadband installation here. 

What's Plusnet's customer service like?

Probably one of the most appealing aspects of Plusnet is its award-winning customer service. Plusnet has made it very easy to access customer support whenever it’s needed – its UK-based customer contact centre is open 365 days a year, and you can reach an agent via its live chat, over the phone and on social media.

For 2020, its Quality Service data is quite impressive, with the average time to answer the phone to customers being 109 seconds. 98.8% of engineer appointments have also been attended on time.

Plusnet also fared well when compared against big broadband names like TalkTalk, Sky and EE, in Ofcom’s Customer Satisfaction Tracker 2019. Plusnet had the second-highest customer satisfaction score (46%), with EE in first place (47%). It also had the highest satisfaction with reliability of service (51%), compared to all other major broadband providers.