Review article by Steve Tattersall, Broadband Technology Writer, last updated 30 May 2023

What We Like (Pros): Good value no frills broadband, high customer satisfaction levels, third fewest broadband complaints for Q4 2022, good range of home phone calling plans, straight-forward ordering (took me 10-15 minutes)

What We Dislike (Cons): No Wi-Fi discs to extend Wi-Fi signal to every corner of your home, no Cloud storage, no one-month rolling broadband contracts, no TV packages to add

Our Verdict: 4 out of 5 

In this review: 1. Introduction 2. Plusnet Broadband - At a glance 3. Plusnet Broadband speed performance 4. Plusnet Broadband prices 5. Comparable services: Plusnet Fibre Vs TalkTalk Fibre & NOW Fibre 6. Plusnet home phone review 7. Plusnet package & router details 8. Switching, installation & setup 9. Plusnet customer service performance 10. Questions & answers 11. Our final verdict & rating on Plusnet

1. Introduction

Plusnet is part of BT Group's Consumer Division. Based in Yorkshire, the company has been providing good value, nationwide broadband and phone services to UK homes for 25 years. Plusnet is proud of its Yorskhire roots and believes in offering straight-forward, reliable broadband products that do what they say - and all back up with great customer service. In this review, we look beyond what Plusnet say themselves and give you the low-down on things we uncovered, like actual Plusnet broadband speeds and customer service performance. By helping you understand how their services really stack up and comparing them against the likes of NOW & TalkTalk, you can then decide whether Plusnet is the right broadband provider for you. If you like, you can even start your Plusnet order from this page.

2. Plusnet Broadband - At a glance

• Average speeds: ADSL Broadband 10Mbps, Fibre 36Mbps, Fibre Extra 66Mbps, Full Fibre 74 74Mbps (limited UK coverage, see below), Full Fibre 145 145Mbps (limited UK coverage), Full Fibre 500 500Mbps (limited UK coverage), Full Fibre 900 900Mbps (limited UK coverage)
• Plusnet Full Fibre review: Like other internet service providers, Plusnet uses the growing Openreach full fibre broadband network that currently reaches around 10 million UK homes. The rollout is expected to reach 26 million UK homes by 2026
• Plusnet Broadband prices: £24.99p/m for Fibre, £26.99p/m for Fibre Extra, £26.99p/m for Full Fibre 74, £26.99p/m for Full Fibre 145, £31.99p/m for Full Fibre 500 & £41.99p/m for Full Fibre 900. No line rental and no voice service is provided with the Plusnet Full Fibre products
• Standard features included: The Plusnet Hub 2 router, its most reliable router to date, online security & parental controls, UK-based customer service 7 days a week, FREE calls to Plusnet Support, account reviews and end of contract reminders (I found these particularly useful) to keep you on the best deal
• Plusnet Broadband customer complaints Q4 2022: 10 complaints per 100,000 customers, that's lower than the industry average of 11 per 100,000 and less than rivals TalkTalk, Vodafone, Virgin Media & Shell Energy (Source: Latest Ofcom Telecoms & Pay TV Complaints Report, published 27th April 2023)
• Plusnet Broadband customer satisfaction 2022: 89% satisfaction with overall Plusnet Broadband services, that's far higher than the industry average of 82% and better than the likes of BT, EE, Sky, Shell, TalkTalk, Virgin Media and Vodafone (Source: Ofcom Comparing Customer Service Report 2022, published 18th May 2023)

3. Plusnet Broadband Speed Performance

The Plusnet broadband speeds detailed on this page are average download speeds as they are based on the speeds available to at least 50% of Plusnet Broadband customers at peak Internet traffic times (8pm-10pm). Your actual speed will be dependant on your location, phone line, wiring in your home, Wi-Fi connection and the time of day. Should you decide to switch to Plusnet, they will provide you with an estimate of the download speed you will receive at your home. This was made aware to me prior to completing my order.

As Plusnet uses the same Openreach ADSL and fibre broadband networks as its competitors (Sky, BT, EE, TalkTalk etc), its advertised average broadband speeds are pretty much the same as these other suppliers.

To understand how Plusnet's advertised broadband speeds compare to their real world average speeds, we've analysed Ofcom's latest UK Home Broadband Performance Chart Data. This data was collected in September 2022 and published by Ofcom in March 2023. The chart data shows that Plusnet's advertised average 36Mbps FTTC (fibre to the cabinet) speeds (Pluset Fibre) had a 24-hour average speed of 34.44Mbps with a 9.56 milliesecond latency/ping. Plusnet's 66Mbps FTTC speeds (Plusnet Fibre Extra) were 64.15Mbps with a 10.08ms latency/ping. There was no data available for any of Plusnet's full fibre products.

4. Compare Plusnet Broadband Prices

The Plusnet Unlimited Fibre Broadband Extra package with line rental is now just £26.99 a month for the duration of the 24 month contract in the latest Plusnet Broadband SALE. Find out more at Plus.net or compare all their broadband products below.

Provider	Product Details	Average Speed*	Download Limit	Contract Period	Costs	More Info
Average speed*: 36Mb, Download limit: Unlimited, £0.00 setup, 1st year cost £299.88, £24.99* per month	Plusnet Unlimited Fibre Broadband *For 24 months. Includes line rental. Annual price increase applies	36Mb	Unlimited	24 months	Monthly cost £24.99* 1st year cost: £299.88 £0.00 setup	Online Security & Parental Controls Included Find out more at Plusnet No Activation Fee To Pay
Average speed*: 145Mb, Download limit: Unlimited, £0 setup, 1st year cost £323.88, £26.99*	Plusnet Unlimited Full Fibre 145 Broadband * For 24 months. No voice service. No line rental to pay. Annual price increase applies	145Mb	Unlimited	24 months	Monthly cost £26.99* 1st year cost: £323.88 £0.00 setup	Online Security & Parental Controls Included Limited availability - Check your area at Plusnet No Activation Fee To Pay + Hub 2 Wi-Fi Router
Average speed*: 74Mb, Download limit: Unlimited, £0 setup, 1st year cost £323.88, £26.99*	Plusnet Unlimited Full Fibre 74 Broadband * For 24 months. No voice service. No line rental to pay. Annual price increase applies	74Mb	Unlimited	24 months	Monthly cost £26.99* 1st year cost: £323.88 £0.00 setup	Online Security & Parental Controls Included Limited availability - Check your area at Plusnet No Activation Fee To Pay + Hub 2 Wi-Fi Router
Average speed*: 66Mb, Download limit: Unlimited, £0 setup, 1st year cost £323.88, £26.99*	Plusnet Unlimited Fibre Extra Broadband * For 24 months. Includes line rental. Annual price increase applies	66Mb	Unlimited	24 months	Monthly cost £26.99* 1st year cost: £323.88 £0.00 setup	Online Security & Parental Controls Included Find out more at Plusnet No Activation Fee To Pay
Average speed*: 36Mb, Download limit: Unlimited, £0.00 setup, 1st year cost £378.24, £31.52* per month	Plusnet Unlimited Fibre Broadband + Evening & Weekend Calls To UK Landlines & UK Mobiles *For 24 months. Includes line rental. Annual price increase applies	36Mb	Unlimited	24 months	Monthly cost £31.52* 1st year cost: £378.24 £0.00 setup	Online Security & Parental Controls Included Find out more at Plusnet No Activation Fee To Pay
Average speed*: 500Mb, Download limit: Unlimited, £0 setup, 1st year cost £383.88, £31.99*	Plusnet Unlimited Full Fibre 500 Broadband * For 24 months. No voice service. No line rental to pay. Annual price increase applies	500Mb	Unlimited	24 months	Monthly cost £31.99* 1st year cost: £383.88 £0.00 setup	Online Security & Parental Controls Included Limited availability - Check your area at Plusnet No Activation Fee To Pay + Hub 2 Wi-Fi Router
Average speed*: 66Mb, Download limit: Unlimited, £0 setup, 1st year cost £402.24, £33.52*	Plusnet Unlimited Fibre Extra Broadband + Evening & Weekend Calls To UK Landlines & UK Mobiles * For 24 months. Includes line rental. Annual price increase applies	66Mb	Unlimited	24 months	Monthly cost £33.52* 1st year cost: £402.24 £0.00 setup	Online Security & Parental Controls Included Find out more at Plusnet No Activation Fee To Pay
Average speed*: 36Mb, Download limit: Unlimited, £0.00 setup, 1st year cost £441 £36.75* per month	Plusnet Unlimited Fibre Broadband + Anytime Calls To UK Landlines & UK Mobiles *For 24 months. Includes line rental. Annual price increase applies	36Mb	Unlimited	24 months	Monthly cost £36.75* 1st year cost: £441.00 £0.00 setup	Online Security & Parental Controls Included Find out more at Plusnet No Activation Fee To Pay
Average speed*: 66Mb, Download limit: Unlimited, £0 setup, 1st year cost £465, £38.75*	Plusnet Unlimited Fibre Extra Broadband + Anytime Calls To UK Landlines & UK Mobiles * For 24 months. Includes line rental. Annual price increase applies	66Mb	Unlimited	24 months	Monthly cost £38.75* 1st year cost: £465.00 £0.00 setup	Online Security & Parental Controls Included Find out more at Plusnet No Activation Fee To Pay
Average speed*: 900Mb, Download limit: Unlimited, £0 setup, 1st year cost £503.88, £41.99*	Plusnet Unlimited Full Fibre 900 Broadband * For 24 months. No voice service. No line rental to pay. Annual price increase applies	900Mb	Unlimited	24 months	Monthly cost £41.99* 1st year cost: £503.88 £0.00 setup	Online Security & Parental Controls Included Limited availability - Check your area at Plusnet No Activation Fee To Pay + Hub 2 Wi-Fi Router

5. Comparable Services: Plusnet Fibre Versus TalkTalk Fibre & NOW Fibre

How does the Plusnet Fibre Extra product fair against similar offerings from competitors like TalkTalk and NOW Broadband? Take a look at the table below or use our fibre checker to compare Plusnet with other internet service providers.

Provider	Product Details	Average Speed*	Download Limit	Contract Period	Costs	More Info
Average speed*: 66Mb, Download limit: Unlimited, £0 setup, 1st year cost £323.88, £26.99*	Plusnet Unlimited Fibre Extra Broadband * For 24 months. Includes line rental. Annual price increase applies	66Mb	Unlimited	24 months	Monthly cost £26.99* 1st year cost: £323.88 £0.00 setup	Online Security & Parental Controls Included Find out more at Plusnet No Activation Fee To Pay
Average speed*: 67Mb, Download limit: Unlimited, £15 setup, 1st year cost £351, £28 per month*	TalkTalk Fibre 65 Broadband *For 18 months. Includes TalkTalk monthly phone line rental cost. Annual price increase applies	67Mb	Unlimited	18 months	Monthly cost £28.00* 1st year cost: £351.00 £15.00 setup	Industry Leading Security & Privacy Features Find out more at TalkTalk 30-Day Great Connection Guarantee + NEW Wi-Fi Hub
Average speed*: 63Mb, Download limit: Unlimited, £5 delivery, 1st year cost £281, £23*	NOW Super Fibre Broadband + Pay As You Use Calls To UK Landlines * p/m for 12 months. Includes phone line rental. Prices may change during this period	63Mb	Unlimited	12 months	Monthly cost £23.00* 1st year cost: £281.00 £5.00 delivery	No Setup Fee Find out more at NOW Broadband Add The NOW Entertainment Membership For £9.99p/m, Sky Cinema For £5.99p/m Or Sky Sports For £26p/m

6. Plusnet Home Phone Review

Plusnet offer four home phone calling plans to choose from. To start with, you can simply just pay for the calls you make in accordance with their tariff. Free calls to other Plusnet numbers and to Plusnet Support are included.

At £6.53 a month, the Plusnet Evening & Weekend UK & Mobile calls plan enables you to catch up between 7pm and 7am on weekdays and anytime at the weekends. This plan also includes 1,000 minutes of evening and weekend calls to UK mobiles, while there's also free calls anytime to Plusnet Support and other Plusnet numbers.

Perfect for any time you fancy a chat, the Plusnet Unlimited UK & Mobiles calls plan does just that for £11.76 a month. The plan also includes 2,000 call minutes to UK mobiles, calls to 0845 and 0870 numbers, plus calls to other Plusnet numbers and Plusnet Support.

If you're an overseas caller, the Plusnet Anytime International calls plan (also at £11.76p/m) provides 300 anytime minutes to top international destinations, together with unlimited calls to UK landlines. Also included is calls to 0845 & 0870 numbers, Plusnet Support and other Plusnet numbers. Users can added Mobile Minutes for an extra £3 a month.

Plusnet's Full Fibre products do not include a landline or voice service, which means customers can simply use their mobile phone to make calls.

7. Plusnet Broadband Package & Router Details

Plusnet offers six broadband products with fibre prices starting from £24.99 a month for average download speeds of 36Mb. Plusnet phone line rental is included in that price, while pay as you use calls to UK landlines and mobiles will be an extra dependant upon your home phone usage. We've detailed Plusnet's Fibre Extra package below which has average 66Mbps download speeds:

In Detail: The Plusnet Fibre Extra Package

• Average 66Mb download speeds
• Average 18Mb upload speeds
• Unlimited download usage allowance
• The Plusnet Hub 2 wireless router is as far as I can see, a Plusnet branded version of BT's award-winning Smart Hub 2 router. The Plusnet Hub 2 consists of 4 gigabit network ports, 7 antennas and the latest Wi-Fi tech, like SmartScan, to provide a stronger Wi-Fi connection around the home. It's easy to set up, can power multiple Wi-Fi devices and is built for optimum speed and reliability, supporting both the 802.11b/g/n and Wave 2 802.11ac Wi-Fi standards
• Comprehensive online security, known as Plusnet SafeGuard, which offers Anti-Virus and Anti-Malware protection, plus Parental Controls. Customers can pay extra for Plusnet Protect, a comprehensive security package, powered by Norton, that provides the latest protection from online threats
• Award-winning customer service available around the clock
• Access to Plusnet technical support available either online or free to call
• 24 month contract
• No activation fees or setup charges
• £26.99 per month. Plusent phone line rental included
• Please click here for further information at plus.net

8. Switching, Installation & Setup

If you have an active Openreach (BT) phone line and socket at your home (perhaps you're a BT, EE, TalkTalk, Sky or NOW customer), switching to Plusnet Broadband should take a maximum of 14 days as there's no need for an engineer to visit your house. This is a little bit longer than the industry average of 12 days according to Ofcom's Comparing Service Quality Report (last published in May 2022).

Once you've completed your online order at the Plus.net website, the Plusnet switching team will handle the whole process for you, liaising with your current provider and notifying you of your Plusnet activation date. Simply plug the supplied Plusnet Hub 2 Wi-Fi router into your master phone socket when you receive a 'service live' message (text or email) from Plusnet on the activation date and follow the setup instructions in the Plusnet Welcome Pack and email.

If you don't have an active Openreach (BT) phone line and socket at your home (perhaps it's inactive or you're a Virgin Media customer), Plusnet will send an engineer to install one. This can take an additional 5 days on top of the 14 day switching period mentioned above.

Note, if you're switching from a non Openreach provider, like Virgin Media, you'll need to contact them yourself as soon as you receive an activation date from Plusnet. Usually, Virgin Media require a 30-day notice period. Try to arrange to end your service with them on the day your Plusnet service goes live, though some customers do prefer to leave a buffer of a few days.

Finally, be aware that it's quite normal for your new broadband speeds to vary in the first few weeks following changing your supplier. This happened to me as the service optimised to locate the most reliable speeds for my line.

9. Plusnet Broadband Customer Service Performance, Satisfaction, Support, Complaints & Phone Numbers

Whatever you need help with, Plusnet's award-winning Customer Support team is available 7 days a week, from 8am to 8pm on the phone number 0800 432 0200. According to Ofcom, average call waiting times for Plusnet are 2 minutes, 7 seconds, which is quicker than the industry average of 2 minutes 16 seconds. In my tests, I was waiting, on average, just under 2 minutes before I was able to speak to a Plusnet Customer Service agent.

Plusnet also has a comprehensive range of online help guides which I found to be very useful. They cover pretty much all aspects and issues that may arise with your broadband, phone, email, mobile, BT Sport and your Account with Plusnet.

If you're unable to find the answer to your question or problem in the online help guides, please take a look at the Plusnet Community forum and ask a question. There's plenty of forum members on hand to provide assistance.

Plusnet's commitment to customer support is filtering through positively to key performance metrics, like their customer complaint levels. In Ofcom's latest Telecoms & Pay TV Complaints Report, published in April 2023, Plusnet generated just 10 complaints per 100,000 broadband customers for the period Q4 2022. This is lower than Plusnet's competitors; TalkTalk, Shell Energy, Vodafone & Virgin Media and also lower than the industry average of 11 complaints per 100,000 customers (Source: Latest Ofcom Telecoms & Pay TV Complaints Report, published 27th April 2023)

Looking at overall customer satisfaction with Plusnet Broadband services, Ofcom's 2022 Comparing Customer Service report, published in May 2023, shows Plusnet scoring 89%. This is better than industry rivals like BT, EE, Shell, Sky, TalkTalk, Virgin Media and Vodafone. It is also far better than the industry average of 82%. See Ofcom's Comparing Customer Service Report 2022 for more information.

10. Questions & Answers

Question 1. Does Plusnet use BT lines?

Answer 1. Yes, Plusnet uses the Openreach broadband infrastructure, which is a BT Group business. Openreach is also used by other broadband suppliers like BT, EE, Sky and many others.

Question 2. Do you need a phone line with Plusnet?

Answer 2. You only need a phone line with Plusnet's ADSL and fibre to the cabinet broadband packages. Plusnet's full fibre broadband packages are broadband only and thus do not require a phone line.

Question 3. Is Plusnet closing down?

Answer 3. Only Plusnet Mobile is closing down. The main Plusnet Broadband and home phone business is continuing.

Question 4. What's the phone number for Plusnet and how long do I have to wait to speak to someone?

Answer 4. The Plusnet phone number is 0800 432 0200. When I tested calling them, it took me just under 2 minutes to get through to a Customer Service advisor.

11. Our Final Verdict & Rating On Plusnet Broadband

Latest Plusnet Broadband Reviews & Ratings By Customers

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About The Author, Steve Tattersall

Steve Tattersall is a broadband technology writer with 20 years experience within the Internet industry. Based in Hampshire, England, he founded the BBC recognised broadband information site, BroadbandInternetUk.com, in 2004 and is currently the Director Of Marketing & Operations. During this time he has helped thousands of people across the UK with their Internet requirements by compiling a comprehensive range of broadband information, comparison tools and guides, all delivered on BroadbandInternetUk.com. A graduate of Buckinghamshire New University (Brunel Business School) with a first class honours degree in Business, Steve has first hand experience of working for a broadband provider, having had a previous career at the broadband supplier NTL. Following its merger with rival Telewest, NTL is now known as Virgin Media, one of the UK's leading broadband, phone & TV providers. If you would like to contact Steve, please visit the contact us page or follow him on Twitter. You can also find out more about BroadbandInternetUk.com on our about us page.

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