Plusnet: most-reported complaints
Automated analysis of 326 public Trustpilot reviews published 2025-12-03 to 2026-09-26. TrustScore 1.7 from 12,606 total reviews — see the Trustpilot page. Quick answer: is Plusnet legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support staff are unhelpful, citing instances where agents appear instructed to take a hard line rather than finding solutions. Poor core service is another frequent complaint, with users describing long telephone queues and unanswered emails. Additionally, some reviewers mention issues with support being unreachable and billing errors, while others note that scheduled appointments are frequently changed or not kept.
How to reach Plusnet
These are the contact details Plusnet publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 0800 432 0200, address 2 Pinfold Street, Sheffield, S1 2GU, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2014-05-15, uses Trustpilot’s paid features, and uses Trustpilot’s AI-assisted replies. We last checked this profile on 2026-09-26 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Ofcom (Q4 2025): landline 5, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2024): landline 4, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2023): landline 6, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2022): landline 7, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2021): landline 6, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2020): landline 13, broadband 21, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2019): landline 17, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2018): landline 33, broadband 43, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2017): landline 21, broadband 27, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2016): landline 24, broadband 30, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2015): landline 25, broadband 32, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2014): landline 25, broadband 22, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2025): landline 5, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2024): landline 6, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2023): landline 7, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2022): landline 8, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2021): landline 8, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2020): landline 14, broadband 23, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2019): landline 17, broadband 22, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2018): landline 17, broadband 21, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2017): landline 21, broadband 27, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2016): landline 25, broadband 31, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2015): landline 33, broadband 37, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2014): landline 25, broadband 25, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2025): landline 3, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2024): landline 5, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2023): landline 7, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2022): landline 8, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2021): landline 8, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2020): landline 8, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2019): landline 20, broadband 26, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2018): landline 11, broadband 16, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2017): landline 14, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2016): landline 18, broadband 23, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2015): landline 20, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2014): landline 22, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2026): landline 7, broadband 4, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2025): landline 3, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2024): landline 5, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2023): landline 7, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2022): landline 6, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2021): landline 12, broadband 21, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2020): landline 14, broadband 16, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2019): landline 24, broadband 31, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2018): landline 15, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2017): landline 21, broadband 25, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2016): landline 21, broadband 27, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2015): landline 20, broadband 22, mobile — complaints per 100k (Ofcom). source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Companies House: PLUSNET PLC (no. 03279013), active, incorporated 1996 (29.8 years); next accounts due 2026-09-30, last accounts filed 2025-08-14, 1 registered charge. 4 current officers (45 on record historically), 2 resignations in the last 24 months; 3 filings in the last 12 months (261 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 3,190 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Switching to Sky broadband from Plusnet.”, “Left Plusnet for John Lewis, still being billed by Plusnet!”, “Plusnet: Terrible Service after unilaterally changing landline number”.
Elsewhere: 2.3★ on Google (0 reviews)
TrustScore over time
1.8 → 1.7 across 15 census measurements since 2026-08-13. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-13 (0%, 0.0d) · 2026-08-16 (0%, 0.0d) · 2026-08-19 (0%, 0.0d) · 2026-08-22 (0%, 0.0d) · 2026-08-25 (0%, 0.0d) · 2026-08-28 (0%, 0.0d) · 2026-09-01 (0%, 0.0d) · 2026-09-04 (0%, 0.0d) · 2026-09-07 (0%, 0.0d) · 2026-09-11 (0%, 0.0d) · 2026-09-14 (0%, 0.0d) · 2026-09-17 (0%, 0.0d) · 2026-09-20 (0%, 0.0d) · 2026-09-23 (0%, 0.0d) · 2026-09-26 (0%, 0.0d).
Severity: 38% of this company’s 297 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In June 2026, 98% of 65 one-to-three-star reviews were 1★; in September 2026, 94% of 52.
Counted from June 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (516 reviews record both dates).
Official record vs what reviewers say
Solid: OFCOM complaints per 100,000 customers (broadband), Q2 2014 to Q1 2026 (48 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Independent findings
The Advertising Standards Authority has upheld a complaint about this company’s advertising:
- 2024-10-09 (Website (own site)) — A webpage on the Plusnet plc website didn’t make clear that their broadband contracts would be subject to mid-contract price increases.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Measured reply time: across 124 negative reviews that received a public reply, the median wait was 2.1 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 124 company replies to negative reviews analysed, 31% engaged with the specific problem and 62% were generic templates.
Sector benchmark: support unhelpful makes up 40% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 879 of this company’s 12,606 Trustpilot reviews (7%) were written in the last 12 months.
What are the most common complaints about Plusnet?
Support unhelpful
120 reports · 40% of complaintssteady“their hands have been tied and they are instructed to take a hard line rather than trying to find a solution”
6 readers marked this review helpful on Trustpilot.
“they can't do that. They can only transfer ownership”
4 readers marked this review helpful on Trustpilot.
“3 MONTHS from signing up, leaving my elderly parents (disabled mother) with no wifi access for 3 months.”
3 readers marked this review helpful on Trustpilot.
Poor core service
103 reports · 35% of complaintsfalling“They never paid it. Getting them to pay it is too hard. There is always a long queue on the telephone and emails go unanswered.”
4 readers marked this review helpful on Trustpilot.
“They are running a chaotic shambles of an email service.”
3 readers marked this review helpful on Trustpilot.
“Plusnet failed to ship my physical Hub Two router because their internal databases are so broken they didn't even know the order was live.”
2 readers marked this review helpful on Trustpilot.
Support unreachable
51 reports · 17% of complaintssteady“No site survey, engineer arrived on day, and decided he's need assistance”
4 readers marked this review helpful on Trustpilot.
“They are forcing me to move to EE or lose my landline and have the gall to say I will be charged if I leave”
2 readers marked this review helpful on Trustpilot.
“Plusnet were quick to take my money but have completely failed to deliver the service.”
2 readers marked this review helpful on Trustpilot.
Billing errors
32 reports · 11% of complaintsrising since 2026-07“They make appointments which are not kept or changed”
4 readers marked this review helpful on Trustpilot.
“threatened me with a debt collection agency if I didn't pay.”
2 readers marked this review helpful on Trustpilot.
“Plusnet continued to bill me beyond the switch date”
1 reader marked this review helpful on Trustpilot.
Contract term changes
31 reports · 10% of complaintssteady“they can't do that. They can only transfer ownership”
4 readers marked this review helpful on Trustpilot.
“ended up paying the last 4 months at around twice the contracted rate.”
3 readers marked this review helpful on Trustpilot.
“They are forcing me to move to EE or lose my landline and have the gall to say I will be charged if I leave”
2 readers marked this review helpful on Trustpilot.
Hard to cancel
31 reports · 10% of complaintsrising since 2026-07“They refuse to manually honour the £105 incentive and refuse to let you cancel the contract without hit-and-run Early Termination Charges.”
2 readers marked this review helpful on Trustpilot.
“They said they would call back but never did. Instead they cut off all her services.”
1 reader marked this review helpful on Trustpilot.
“They have locked me into a two year contract and I am struggling to get out of it.”
1 reader marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.