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Best big-ISP for Ofcom complaints in 2025

Plusnet UK

Plusnet is the value-and-service pick of UK broadband. Owned by BT Group, run out of Sheffield, selling Full Fibre over the same Openreach line as BT and Sky for roughly £10 to £20 a month less. The headline win: just 4 complaints per 100,000 customers in the Ofcom Q4 2025 table, the best of any big-name ISP. This page covers current deals, contact lines and an honest read of what real customers say.

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At a glance

Founded 1997 in Sheffield Owned by BT Group since 2007 Sheffield HQ, UK-only call centres Ofcom #1 for fewest complaints

Founded

1997

Sheffield startup, BT Group since 2007

UK customers

~1.7M

Broadband subscribers (May 2026)

Top FTTP speed

900 Mbps

Full Fibre 900 download average

Ofcom complaints

4 / 100k

Q4 2025, the BEST big-name ISP (avg ~8)

About

Who is Plusnet?

Plusnet started life as an independent Sheffield-based ISP in 1997, originally selling dial-up over Yorkshire phone lines. It was acquired by BT Group in 2007 for around £67 million and has been a BT-owned sub-brand ever since. The Sheffield head office and call centres survived the takeover and still run today, which is a big reason Plusnet’s customer-service scores stay higher than BT’s own.

The brand position is deliberately low-key: “value broadband done properly”. Plusnet sells over the same Openreach network as BT, Sky and TalkTalk, but skips premium routers, bundled TV and most of the marketing budget. The result is the cheapest big-name fibre on the market with the highest customer-service scores of the big four. The trade-off is a smaller product range: no TV, no mobile bundling and a single router.

Plusnet is regulated by Ofcom, the UK’s communications regulator, and complaint handling falls under the CISAS alternative dispute resolution scheme.

Current deals

Plusnet broadband deals available now

Headline prices verified on . Plusnet refreshes promotional offers (and reward-card amounts) every few weeks, so we link straight to plus.net for the live price at the moment you click.

Cheapest fibre from a big name

Entry full fibre

Plusnet Full Fibre 74

Download

74 Mbps

Average download

Upload

20 Mbps

Average

£21.99 /month

24 months contract . £0 upfront

  • Plusnet Hub Two router
  • No mid-contract CPI hikes
  • Unlimited usage

Best for

A 1 to 2-person household replacing an old copper line

See on Plusnet

Mid-tier full fibre

Plusnet Full Fibre 145

Download

145 Mbps

Average download

Upload

30 Mbps

Average

£25.99 /month

24 months contract . £0 upfront

  • Plusnet Hub Two router
  • £100 reward card
  • Unlimited usage

Best for

A family of 3 to 4 streaming HD and working from home

See on Plusnet
Often the best value tier on the market

Power full fibre

Plusnet Full Fibre 500

Download

500 Mbps

Average download

Upload

73 Mbps

Average

£27.99 /month

24 months contract . £0 upfront

  • Plusnet Hub Two router
  • £100 reward card
  • Unlimited usage

Best for

Four or more people gaming, streaming 4K, video-calling all day

See on Plusnet

Top full fibre

Plusnet Full Fibre 900

Download

900 Mbps

Average download

Upload

110 Mbps

Average

£33.99 /month

24 months contract . £0 upfront

  • Plusnet Hub Two router
  • £140 reward card
  • Unlimited usage

Best for

Power users, large households, anyone moving large files

See on Plusnet

Selectra is independent. Plusnet does not pay us to feature any of these tariffs. We list its public deals so you can compare them like-for-like with other providers.

Explore

What Plusnet actually sells

Plusnet is a smaller catalogue than its parent BT. Below is each product line and what it really is in 2026, with a link to the deep-dive page.

Broadband

Full Fibre (FTTP) on the Openreach network at 74, 145, 500 and 900 Mbps. Same physical line as BT and Sky, often £10 to £20 a month cheaper because Plusnet keeps the overhead low.

Open page

TV

Plusnet no longer sells its own TV package. It was discontinued years ago to focus on broadband only. Your alternatives are BT TV (same group), NOW, Sky Stream or plain Freeview through any modern set.

Open page

Contact Plusnet

Phone directory (0800 432 0200 free customer service, 0345 140 0200 for existing customers, sales line and Plusnet Community), opening hours and the @PlusnetHelp X channel. UK-only call centres.

Open page

Customer reviews

The full picture: Trustpilot, Ofcom Q4 2025 (4 complaints per 100k, the BEST big-name ISP), Which? Recommended Provider status, MoneySavingExpert and Uswitch awards. Platform by platform.

Open page

Reviews snapshot

What customers actually say about Plusnet

Scores collected from each platform on . Plusnet’s biggest selling point is hidden in the Ofcom data: 4 complaints per 100,000 customers, the best score of any big-name UK ISP and half the industry average.

Ofcom complaints, broadband Q4 2025

4 / 100k customers

Industry average ~8

Positive overall

The headline win. Plusnet receives the fewest broadband complaints of any big-name UK ISP, roughly half the industry average and a quarter of the worst-rated (Vodafone, TalkTalk). This is the single most reliable indicator of how Plusnet handles customers when something goes wrong, and it has been the case for most of 2025.

Which? Recommended Provider

Recommended 2025 / 2026 award

One of only 2-3 big ISPs to qualify

Positive overall

Which? requires a high customer-score, no major service issues and good value to award the Recommended Provider badge. Plusnet has held it consistently. Reviewers cite reliable speeds, friendly Sheffield-based phone agents and the lack of nasty surprises on the bill.

Trustpilot, plus.net

1.4 / 5

~5,000 reviews

Mostly negative

Classic Trustpilot skew: people land here after a bad install or to vent about a faulty line, not after years of trouble-free service. The low score conflicts sharply with Ofcom and Which?. Use it to read recurring complaints (slow renewal communication, FTTP install delays) rather than as the average customer view.

Uswitch Telecoms Awards 2026

Winner Best Customer Service

Big-name broadband category

Positive overall

Uswitch’s 2026 awards named Plusnet best big-name broadband provider for customer service, based on user voting. The award echoes the Ofcom data: when you actually speak to Plusnet, you tend to get a human in Sheffield who can fix the problem on first call.

Read the full Plusnet review

Selectra expert verdict

Independent read, no commission shaping

Plusnet is the best value-for-service big-name ISP on the UK market in May 2026. The maths is simple: same Openreach line as BT and Sky, roughly £10 to £20 a month cheaper, and the lowest Ofcom complaint rate of any big-name provider for most of 2025. Add the Which? Recommended Provider badge, the Uswitch 2026 Best Customer Service award and a Sheffield call centre that picks up the phone, and the case for picking Plusnet over BT for a pure broadband-only line is hard to argue with.

The honest weaknesses are short. Plusnet does not sell TV any more, does not bundle mobile, and the Hub Two router is a tier behind BT’s Smart Hub 2 for thick-walled or multi-floor homes. The Trustpilot score on plus.net looks ugly until you remember it pools 5,000 self-selected complaints against an Ofcom-measured customer base of 1.7 million. If you want one provider for broadband, TV and mobile, look at BT. If you want a fast, reliable Openreach line at the lowest big-name price with a UK call centre, Plusnet is the obvious pick.

Verdict last reviewed 19 May 2026.

FAQ

Plusnet broadband and contracts, your questions answered

Is Plusnet broadband good in 2026?

Yes. Plusnet leads the Ofcom broadband complaints table with just 4 complaints per 100,000 customers in Q4 2025, half the industry average and the best score of any big-name UK ISP. It is a Which? Recommended Provider and won the Uswitch 2026 Best Customer Service award in the big-name broadband category. The Trustpilot score on plus.net is misleadingly low because that page collects mostly complaint reviews. On every independent measure that uses a representative sample, Plusnet sits in the top group.

How much is Plusnet Full Fibre per month?

As of May 2026, Plusnet Full Fibre 74 starts around £21.99 a month, Full Fibre 145 around £25.99 a month, Full Fibre 500 around £27.99 a month and Full Fibre 900 around £33.99 a month. Contracts are 24 months with no upfront fee on the most-promoted tiers. The mid and top tiers carry a £100 to £140 reward card, a prepaid Mastercard you can spend anywhere. Prices change weekly, so always check the live plus.net page before signing.

Does Plusnet raise prices mid-contract?

Plusnet moved to fixed pound-and-pence price rises after Ofcom outlawed CPI-linked mid-contract hikes in January 2025. Your annual increase is now a specific number written into your contract on day one, typically around £3 a month, applied in March each year. It is still a rise, but it is no longer a moving target tied to inflation, and Plusnet has been one of the providers most clearly disclosing the rise on the sign-up page.

Who owns Plusnet?

Plusnet has been owned by BT Group since 2007. It is a separate brand with its own Sheffield head office, its own call centres and its own website, but it sells over the same Openreach physical line as BT and uses BT’s back-end systems for installs. In practice that means the engineer who turns up to fit your Plusnet line is the same Openreach engineer you would get with BT or Sky.

Does Plusnet still sell TV?

No. Plusnet TV was discontinued years ago and has not been on sale to new customers for some time. Plusnet now focuses on broadband only. If you want TV alongside a Plusnet broadband line, your realistic options are BT TV (same group, but a separate product), NOW (streaming, no contract), Sky Stream (broadband-agnostic) or plain Freeview through any modern set. Existing legacy Plusnet TV customers should call 0345 140 0200 to ask about their account status.

How do I contact Plusnet customer service?

The main free Plusnet customer-services number is 0800 432 0200, open 7:30 to 22:00, seven days a week. Existing customers can also use 0345 140 0200. Plusnet’s call centres are all UK-based, mostly in Sheffield. The full directory is on our Plusnet contact page.