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Plusnet Mobile

 In a nutshell  

Last updated November 2016

Plusnet is a UK-based broadband and phone provider, offering either standard or fibre broadband internet, including phone calls. YouView TV and BT Sport Lite are also available to broadband customers. On 29th November 2016, LIFE Mobile customers joined the Plusnet family and became Plusnet Mobile customers.

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30 day SIM only (250 mins, 500 texts, 500MB data)
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Plusnet Mobile launches

On 29th November 2016, the Yorkshire-based telephone, TV and broadband provider Plusnet joined LIFE Mobile, part of the BT parent business, to provide a mobile service operating on the EE mobile network.

Plusnet Mobile launches with a wide range of tariffs, combining 4G data, minutes and text bundles at low prices. Plusnet's stated goal is to offer "more for less", including UK-based customer service, a Smart Cap on your monthly bill, and special discounts for Plusnet residential broadband and line rental customers.

Plusnet's deals are all 30 day rolling contracts with no long term commitment. Plusnet uses EE’s 4G network, giving 99% coverage of the UK population.

We are hoping to start collecting Plusnet Mobile reviews from customers of the new network, but in the meantime, we have over 300 reviews by customers of LIFE Mobile for you to read.

Best buys
30 day SIM only (250 mins, 500 texts, 500MB data)
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30 day SIM only (1000 mins, unlimited texts, 1GB data)
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30 day SIM only (1500 mins, unlimited texts, 2GB data)
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30 day SIM only (unlimited mins and texts, 4GB data)
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User questions

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My new plusnet sim is saying I'm on Orange and is 3G every where I've used it...is its normal?

Asked by Sharon from Scotland on 19th Mar 2017
I assumed I'd be on EE but when I put the sim in my fone it's saying I'm using orange network and as yet there has been no sign of 4G only 3G.

Reply by Plusnet Mobile Team from UK on 20th Mar 2017
Good afternoon Sharon!

All of our new SIM cards should be ready for 4G, so it may be an issue with coverage in that area (you can take a look at that here: https://www.plus.net/mobile/coverage-checker/). Alternatively, your handset may still be trying to use your previous SIM's configuration, and you may need to select options for our APN (which you can find here: https://www.plus.net/help/mobile/mobile-phone-and-voicemail-settings/ and then click: 'What are the APN settings for my phone?").

Of course, we'd more than happy to look into this with you, and to sort out what needs to be done to get you enjoying your account and service to the fullest. You can get in touch with us on our Live Chat (https://www.plus.net/mobile/), by calling 0800 079 1133 (or for free on 500 from your Plusnet mobile) or you can also email into us at mobile-help@plus.net (quoting "S21 Review"). Don't forget we can also be reached on Facebook and Twitter! :)

Thanks for getting in touch with us and taking the time to leave a review!


Mobiles don't work.

Asked by James kane from Uk on 31st Jan 2017
My wife and I switched from another network about 4 months ago. Last Thursday the mobiles stopped working. I called plusnet and was told there was a problem with the "life mobile" system so new SIM cards would be sent out. They Didn't work either. I had another new SIM card today but it doesn't work. What on earth is going on, I have phoned 13 times and just get a load of trash from the call centre staff. Thank goodness they're only 30 day contracts.

Reply by Plusnet Team from UK on 1st Feb 2017
Hi James,

Thank you for taking the time to leave this review; we do appreciate all the feedback we receive. I’m sorry to hear you’ve been experiencing issues with no service on your handsets, this is certainly not the service we aim to provide for our customers and take action to resolve any issues as quickly and as hassle-free as we can. We do have a troubleshooting process which involves sending a replacement SIM, so If the SIM has a fault, this will usually resolve the issue. I understand that in this situation this doesn't seem to be the case and we would like to investigate this further.

We pride ourselves on our Customer Service here, so I apologise if you haven't received our usual high standard, we take all matters seriously and I'll ensure that this is fed back for improvement.

Rest assured James, we'll do all we can to get you back up and running, we certainly don't want to lose you as a customer. You can call us on 0800 079 1133, catch us on our Live Chat feature or alternatively you can email us quoting "S21 Question" to mobile-help@plus.net, I'll make sure this gets picked up and dealt with accordingly.

- Rebeka

Will a plus net SIM work in EE phone?

Asked by Kev from Uk on 29th Jan 2017

Reply by Plusnet Team from UK on 29th Jan 2017
Hi Kev,

Thanks for getting in touch with us. If you have purchased your phone from EE you will need to get this unlocked for our SIM to work, if the handset has been purchased unlocked to all networks, you'll still need to test your handset to ensure it remains unlocked.

Most modern phones, particularly iPhone's, will lock to the network of the first SIM that you insert into the handset, even if it has been purchased unlocked. We don't provide an unlocking service, so you'll need to contact your manufacturer or network provider for this to be done.

If you have any further questions, you can call us on 0800 079 1133 or send an e-mail to mobile-help@plus.net quoting "S21 Question" and our friendly team will be more than happy to help!

- Rebeka :-)

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Plusnet Mobile user reviews

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Average rating from 7 reviews:

Reviewed by Andrew white from Uk on 14th Apr 2017
Plusnet mobile is total rip off if I buy a bolt on of data because I've used up mine . On my billing date any left over is swallowed up by greedy plusnet doesn't give any incentive of buying any more data . Really wish I'd stayed with testosterone mobile better by far can't wait to leave plusnet and take my 2 lines with broadband and 2 mobile contracts away totally unhappy customer.

Reply by Plusnet Team from UK on 14th Apr 2017
Hi Andrew,

Thank you for taking the time to leave us a review; we do appreciate all the feedback we receive.

When you purchase a bolt-on, be it for Data, Minutes or Texts you would be advised that this will only run until your next bundle refresh date, and this will then be charged to your next bill. If you feel like the package you’ve currently got is not enough, you can always call our Sales Team to discuss your options on 0800 079 1133, between 8-8 Monday – Friday, 9-7 Saturday and 9-6 Sunday.

I’m sorry to hear you’re looking to leave us due to the bolt-on process, however we always strive to provide our customer with excellent, friendly customer care, and think it’s important to always take their advise on broad to help us improve, and better the experience for our customers.

If you’d like to discuss the further feel free to get in contact with us on Facebook, or Twitter. :) - Emily

Reviewed by Andrew Dodd from UK on 27th Feb 2017
We have just switched company from BT to Plusnet and have received 3 new sim cards for myself and 2 teenage kids.
After 2 weeks of using we still can't get a 3g / 4g signal at all. After calling them, they have basically said that if your phone doesn't appear on the website 'GSM Arena' then it's more than likely that it won't be possible to receive any data 'as it's a new provider a may not be able to deal with all phone brands'. ????
That's good they told me after we had signed up..
Also, since our phone worked just fine when with BT and BT acquired Plusnet in 2007 it just doesn't make sense ? ! ? !
So the top and bottom of it is that check with them before you swap sims to see if your phone is compatible with their sims.
Yes, in this day and age it sounds pathetic - and, er,, it is.
Time to swap companies yet again. Great.

Reply by Plusnet Team from UK on 27th Feb 2017
Hi Andrew,

Thanks for taking the time to leave this review it’s much appreciated; we take on board all feedback to help us improve as a network provider. I’m really sorry to hear that your having connection issues with regards to your 3G/4G signal. It may be correct If you have been previously advised that your handset is not compatible to receive data connectivity however, without knowing your particular handset model, I’ll be unable to look into this further and confirm this at this stage. Rest assured though Andrew, I will feed this suggestion back to the relevant team with regards to particular handsets being thoroughly checked for capability before joining us; hopefully this is something they can look into and introduce to the sign up process.

GSM Arena is a third party website that we use as a guide and is in no way shape or form affiliated with Plusnet mobile. The majority, if not all handsets listed on this website are registered and compatible to be used in the UK. It is more than likely that if your handset isn’t listed, it may not be capable of supporting certain services or have the capacity to allow the required frequency for the country you are in.

A key part of any mobile phone specification is its operating frequency bands. The supported frequency bands determine whether a certain handset is compatible with a certain network carrier. As advised by GSM Arena, the UK frequency bands are as follows:

2G capabilities
GSM 900, GSM 1800

3G capabilities
UMTS 900, UMTS 2100

4G capabilities
LTE 800, LTE 1800, LTE 2600

If you pop over to the GSM Arena website itself, you can click on the coverage tab and view other frequencies for numerous different countries.

Without accessing your account, I’m currently unaware of the troubleshooting steps you may have already been through with a previous advisor however, if you go to the EE website, you can check your coverage and status by clicking on the relevant tabs and providing your postcode. When you sign up with us, we do perform a coverage check at your home address and advise of your estimated outdoor coverage although, network coverage and 4G speeds may be affected by a number of factors, such as the density of building materials, tree cover, weather conditions and how many other people are using the network.

Have you also checked your APN settings? You can reset these on an iPhone by clicking:
Settings>General>Reset>Reset Network settings.

Any other APN settings, particular to operating systems such as Android, can be found by popping over to the Plusnet website and clicking on the following:
Help & Support>Mobile>Setting up and using your Plusnet Mobile>Your mobile phone and voicemail settings>What are the APN settings for my phone?

I would really like to look into this for you, but due to account sensitive information, I would be unable to do this via a public platform. If you could get in touch with us by calling for free on 500 from your Plusnet mobile, 0800 079 1133 from a different handset, or by emailing into us at mobile-help@plus.net quoting "S21 Review", our friendly team will pick this up and investigate further. 

- Rebeka

Reviewed by keith from uk on 12th Feb 2017
BEWARE-Contacted plusnet for a pac code which i received followed by a conformation email as i was thinking of moving to another network.

However, I stated to Plusnet this move was not definite. I decided to stay with Plusnet so did not activate the pac code to leave as the email stated "Your phone will remain on unless this pac code is activated in 30 days". Why then did Plusnet proceeded to switch my phone off anyway without the pac code being activated by myself leaving me unable to recieve or make any calls???

I telephoned the customer service team who informed me that they could not reactive my account but instead gave me another pac code??? This service is disgusting and is no way to treat a customer


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Hello Keith,
We've received the sad news that you've requested a PAC code for your Plusnet Mobile number.

Though we'd love you to stay, the PAC code you need is: TSL---------

The code will expire on 11-02-2017, if you don't use it then there's no problem and your Plusnet Mobile service will continue as normal (we're hoping for this option).

We're really sorry to be losing you – we pride ourselves on going the extra mile for our customers to provide a great service at a fair price. If you do leave us and find the service from your new provider isn't up to scratch, we'll welcome you back with open arms.

The Plusnet Mobile Team

Plusnet Mobile
Help & Support My Account Plusnet
Plusnet plc.
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England Company No: 3279013 VAT No: 245 7193 48
© Plusnet plc. All Rights Reserved. E&OE

Reply by Plusnet Team from UK on 12th Feb 2017
Hi Keith,

Thanks for taking to time to leave your review: we do appreciate all the feedback we receive.

After reading the information you’ve provided us with, I believe when you contacted us to discuss the possibility of cancelling the agent that you spoke to would have placed 30 days notice on the account, and should have advised you that if you changed your mind in that amount of time you would need to contact us to cancel the cancellation.

As for the e-mail about the PAC stating your services would not be stopped unless the PAC was used within the 30 days before expiration, it would have been correct if the 30 days notice wasn’t placed on the account. I’m sorry for the inconvenience of this situation, and that we’ve now lost you as a valued customer.

If there is anything we can do for you in the future, feel free to send us a e-mail to mobile-help@plus.net, and I will make sure this is picked up for you. - Emily

Reviewed by Steve from Scotland on 2nd Feb 2017
Having had my first problem since being transferred from Life Mobile, I tried to log in on my phone to My Account on the plusnet website - my username and password were not recognised. I tried the online live chat facility and spoke to Agent Michael who said that plusnet mobile My Account was not developed to be used by MOBILES !!!!!!!!!! Wake up plusnet.

Reply by Plusnet Team from UK on 3rd Feb 2017
Hi Steve,

Thanks for leaving your review, it's much appreciated and we take on board all feedback that is put forward by our customers. I'm sorry you've been experiencing difficulty logging into your 'My Account' and we want to get you up and running as soon as possible. We do advise that when using the 'My Account' feature that it is more stable and supported when used on a computer, rather than a tablet or handset. Customers are welcome to try the feature via these devices however, we can't guarantee that log in will be successful with this method.

I'll be more than happy to look into this for you, but due to account sensitive information, I would be unable to do this via a public platform. If you could get in touch with us by calling for free on 500 from your Plusnet mobile, 0800 079 1133 from a different handset, or by emailing into us at mobile-help@plus.net quoting "S21 Review", our friendly team will pick this up and investigate further.

- Rebeka

Reviewed by steve from uk on 30th Jan 2017
Ordered a plusnet simcard on the 18th jan, received it on the 19th of jan, and here we are the 30th of jan and it is still not activated! many promises from plusnet have resulted in the promise of a new simcard today which will hopefully finally work.

Reply by Plusnet Team from UK on 30th Jan 2017
Hi Steve,

Thanks for taking the time to leave your review; we do appreciate all the feedback we receive.

I am sorry to hear you’ve been having some issues with getting your SIM up and running and this is definitely not the excellent service we strive to provide for all our customers.

I do hope the new SIM has this resolved for you, and you can start to experience the great services we do have available.

If there is anything we can do to help in the future feel free to send us a e-mail to mobile-help@plus.net, where I will make sure any queries are picked up for you. :)


Reviewed by Arun from UK on 11th Dec 2016
What a shambles it has been in an attempt to gain full service. Been with Life since April 2016 where the port went absolutely haywire in March. 7 months down the line the incoming service + data go down. Suggestion was the sim maybe faulty. Get this replaced with no luck for service restoration. In an attempt to speak with the previous person who handled my complaint and fully conversant with issues simply NOT INTERESTED!!!! A manager takes on-board to deal and keep me updated but that was just a smokescreen. After discussssing with several advisors only one person, SAM, takes on board my issues and bless him keeps me posted as promised.
After having both incoming and outgoing services restored, the DATA remains an issue! The operations team are of the opinion the handset i am using is not fully unlocked! What rubbish when the same handset has been used since April 2016 and no issues. Currently another carrier SIM used on PAYG whilst issue gets resolved and that functions ok.
The LAMEST EXCUSE is to get an email confirmation and this was done and sent via email. Now an email states want this confirmation as an email attachement! The email actually provides a case refernce number from the handset manufacturer!
What more do Life/Plusnet need to progress the full provision of service????
These guys need a bit of training in how to resolve the network issue and not let a customer run around to get feeble confirmations just to buy time!
Is this going to get resolved??? The previous complaint handler who undetstands the issues is clearly not interested at all.
Is someone from Life/Plusnet going to do something now as 2+weeks aint acceptable. I dont hold my breath at all!!!!

Reply by Plusnet Team from UK on 12th Dec 2016
Hi Arun, thanks for leaving us a review; we appreciate all the feedback we receive.

I’m sorry to hear you’ve been experiencing some disturbances with your service, but glad you’ve now got your incoming and outgoing services working again. We aim to provide all our customers with the great service they deserve, and unfortunately in this situation you’ve been left with out your data; however I can assure you our team will be working hard to have this resolved for you as quickly as possible.

In situations like this when the obvious causes have been eliminated we have a process to follow to make sure we find the direct root of the problem, and I understand this process may be frustrating for yourself, however we need the information so we can come to a conclusion for the fault and then work to fix this.

If your complaint had been previously fixed we’d need to go through the process of opening ad new complaint which means the complaint handler you dealt with the previous time wouldn’t be able to pick this up until the complaint procedure had begun. I can assure it’s not the agent doesn’t care, it’s because we have protocols to follow in instances like this.

Due to this being a personal issue about your account, I can’t discuss the specifics with you but if you drop us an e-mail to mobile-help@plus.net quoting ‘S21 Review’ and I’ll make sure this is picked up for you. – Emily

Reply by Arun from UK on 16th Dec 2016
Dear Emily,

i had an email on 12/12/2016 with a response as 'you should expect a response from us within 24 hours'. Its 16/12/2016. is anyone going to call me or do i have to continue chasing???

Reply by Plusnet Team from UK on 17th Dec 2016
Hi Arun,

I'm aware you have spoken to a member of our team and hopefully this is all resolved for you now.

If you need anything at all, contact us and we'll help in anyway we can!

- Rebeka

Reply by Arun from UK on 20th Dec 2016

you maybe aware but it aint resolving my problem. A manager rings and promises to call me bck yesterday or today and only then I realise that an email has been sent suggesting i carry out steps that really do not work. everytime you call and say this is not woprking it requires 5 days for your operations guys to deal with the issue. I have asked to be put directly through to the complaints team but the advisors are not allowed to do so as its only a manager who can do that. How the heck is someone supposed to deal with issues like this when a manager has fundamentally failed to contact in the first instance and send an email. Not everyone has the luxury of browsing at personal emails at their workplace. Therefore could you be kind enough to ask one your complaint teams to contact me directly and urgently so that my DATA is working. A month to deal with attempting to rectify a simple situation is beyond a joke!!!!
You have my contact number, so a phone call would be useful.

Reply by Plusnet Mobile Team from UK on 21st Dec 2016
Hello Arun,

If you've been advised you'll receive a call back from one of our managers, that means your situation is a high priority to us and we'll certainly be getting in touch with you shortly.

Escalating technical issues to our Operations team requires them to perform very thorough investigations to diagnose and correct issues, so while I appreciate completely that this has left you out of your full service for a long time, we are certainly going to make sure it gets resolved for you.

In the meantime, if you'd like to discuss this in more depth, (for instance, if you'd like to know when we're calling you more exactly) then we'll need you to get in touch with us again by a private message with your account details. That can be via Facebook or Twitter, or again by telephone or email, or through our Live Chat (https://www.plus.net/mobile/).

Thanks for your patience and understanding, and we'll speak to you soon, Arun. :) -Marc

Reviewed by John Hart from England on 29th Nov 2016
I`ve been with Life mobile since January 2016 and everything has been brilliant.
Just hope that now it`s Plusnet Mobile, I get the same excellent service and no changes to my monthly contract. This is the first day with Plusnet and everything seems fine. Hope it stays that way.

Reply by Plusnet Team from UK on 30th Nov 2016
Hi John,

Thanks for getting in touch and leaving such fantastic feedback. :-) It's been sad to say goodbye to LIFE Mobile, as it's the end of an era but we're extremely excited for our new adventure with Plusnet Mobile!

I would like to say a massive thank you for being a loyal customer and I can assure you nothing will change in terms of your contract. You'll still be dealing with the same smiley faces through Customer Service, as we won't be going anywhere! If you ever have any queries though; please feel free to get in touch as we'll be more than happy to help.

We're still contactable by dialing 500 from your SIM, or 0800 0791133- which is a free call from any line and our fantastic Live-Chat Team will now be available at https://www.plus.net/mobile/. -Ashleigh

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