Plusnet Broadband review: Still a top performer for customer support | Expert Reviews

Plusnet Broadband review: Performance and customer satisfaction

Plusnet’s biggest plus point is undoubtedly customer service. In our survey, carried out with YouGov, only Zen Internet achieved a greater percentage of customers who were satisfied with the service, and fewer than 1/10 of Plusnet’s customers said they were unhappy. By comparison, more than a quarter of Virgin Media’s customers weren’t enthralled about the customer service.

The Contact Centre performs well for Plusnet, too, seemingly dealing with problems well. Only Hyperoptic bettered Plusnet’s performance in this category, with 8/10 customers left satisfied after contacting support.

So, while Plusnet might not have a third Expert Reviews Broadband Awards winner’s trophy in its cabinet, it does bag two Highly Commended awards for Customer Service and Contact Centre.

The rest of its performance is best described as middling. 7/10 customers are satisfied with their speed, but there’s an awkward rump of 13% who aren’t. Reliability is just about the average of the 12 providers on test here, with 73% of Plusnet’s customers declaring themselves satisfied.

Around two thirds of Plusnet customers say they’re satisfied with the value they’re receiving, which is a fair way short of Three and Hyperoptic, but much higher than parent company BT, Sky and Virgin Media.

7/10 Plusnet customers said they would recommend the provider, and maybe it’s price rises, as much as the performance, that’s dampening customers’ enthusiasm for the provider. More than half of the Plusnet customers we surveyed said their price had increased within the past year, a far higher proportion than said the same for award winners Zen Internet and Hyperoptic.