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Plusnet Broadband

Charlie Barton
Last updated:

Find out more about Plusnet broadband with our useful guide.

Plusnet is a ‘quad-play’ internet service provider. Owned by BT, they’re the 6th biggest broadband provider in the UK, with around 750,000 customers.

Plusnet sells itself on its customer service. When they first broke into the broadband market in 2007, they prided themselves on being ‘customer service heroes’, and offering better service than any of their competitors.

Follow the rest of this guide to find out all you need to know about Plusnet, and whether they might be the right provider for you.

What broadband packages does Plusnet offer?

Plusnet currently offers the following main broadband packages:

*Average speeds are based on speed available to at least 50% of customers at peak time (8-10pm). Speeds vary according to factors like location, and the speed you receive may differ from the figure in our comparison. Most providers will give a customised estimate based on your address.
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*Speeds vary depending on address. All of these packages include line rental.

Plusnet is one of a number of ISP’s that may charge more depending on where you live, saying it costs more to provide broadband in some areas. You can quickly find out if your house is in one of these “non-low cost areas”, by entering your postcode once you’ve selected a tariff.

What is 'line rental'?

When shopping around for broadband deals, it’s easy to be drawn in by an eye-catching “£9.99 a month!” deal. What these deals might be failing to mention is something called “line rental”.

Broadband generally needs a phone line to connect to the internet. BT owns the country’s phone line network, and charges other providers to use the lines. This cost is passed on to the customers and is called “line rental”.

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What add-ons come included with Plusnet’s broadband packages?

  • Router. Free router included with all packages, worth around £40.
  • All unlimited. Like with some other providers, Plusnet’s current packages all come with no usage limit.
  • Award winning support. 365 days a year, you can call up Plusnet’s support team free of charge. ]
  • Plusnet SafeGuard. Free protection online, with included parental controls.
  • Recommend a friend. You can get a discount on your bill if you refer Plusnet to someone.
  • YouView TV. This is available as an add-on for existing customers.

Does Plusnet offer any broadband bundles?

Plusnet offer some bundles for calls plus broadband. They don’t have many other options, but it may be worth checking out their site.

Customer service “heroes”?

Plusnet claim to lead the way in customer service, with higher satisfaction rates than TalkTalk, Sky and Virgin. These claims do stand up to scrutiny. When Plusnet started out, they beat competition in terms of satisfaction by having a free call line, text updates, and an online ticket system which helped track and resolve issues.

As time as gone on, however, and Plusnet have grown, so have the number of customer complaints. While their service is still marginally better than many of the alternative providers, it’d be a stretch to call them the ‘customer service heroes’ they labelled themselves in the early days.

Pros and cons

  • Customer support. Customer service can never be perfect, but Plusnet do a better job than most.
  • Flexible contract lengths. Plusnet have options for 1 month, 12 month, or 18 month packages.
  • Not many add-ons. Other providers have a better selection of customisable, added extras.

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