I was a Plusnet customer for several years, but my experience over the past year became extremely frustrating due to repeated faults with the copper landline and broadband service. Essentially we were paying a premium for service we were not getting.

We had landline and internet outages in March, October and December 2025. The latter was the most serious and persisted throughout the Christmas and New Year period. The Plusnet support agent could see the outages logged on his computer, but wrongly recorded the incident as "noisy line" which I have since learnt they do to avoid paying out compensation for service disruption.

Between these complete outages, the broadband speed dropped from a modest 35 Mbps down to only about 2 Mbps at peak time. There was a lot of other weirdness like people trying to phone into the house, but getting an engaged tone, despite nobody being on the phone. And sometimes when you answered the phone, it made the internet connection drop.

BT Openreach attended on each occasion but just shrugged their shoulders and basically said there was nothing they could do, because the copper infrastructure is to be switched off soon. The consensus was that water ingress after periods of heavy rain was intermittently shorting out the connection somewhere in the street. BT Openreach advised that switching to full fibre would ultimately be the proper long term solution. Unfortunately FTTP was not available at my address (even though the neighbours both sides have it) and there was no timeline for when it might be installed.

What made the situation worse was the lack of clear communication. I requested written information from Plusnet about alternative options (including switching to mobile broadband and VoIP with EE), but this never materialised despite being promised. I was also directed through the “Member Perks” section of the Plusnet website to order my new EE services, only to have the order blocked and be told to visit an EE shop instead. After spending time travelling there, EE shop staff rudely told me they would not honour the pricing and claimed they had no affiliation with Plusnet! This was a complete waste of time and deeply infuriating.

I raised a formal complaint through Resolver. Only at that stage did Plusnet start to listen to me more seriously and agreed to allow me to leave my contract without early termination charges due to the ongoing issues. Even then, the billing process was confusing, with termination charges appearing on the account and then being manually credited later — which involved yet more phone calls.

In the end I switched to 5G home broadband from Three and moved my landline number to a VoIP provider. The new connection has been dramatically faster (585 Mbps) and far more reliable than the copper service I had before. And I'm only paying half of what I was previously getting charged by Plusnet.

I struggle to understand how Plusnet went from being one of the best broadband providers to one of the worst. The reviews here speak volumes. It's as if they are deliberately running the business into the ground ahead of closing it down completely. My own experience was of repeated faults, poor communication, and broken systems that seemed unable to deal with anything outside a standard script.