Plusnet broadband vs Sky broadband: Which is best?
Dan Howdle • November 13th, 2024
Plusnet and Sky both offer decent broadband services but come from vastly different starting points. One is proud of its Yorkshire roots and support for the local community around Leeds and Sheffield, even though it was bought by BT long ago this remains the canse, while the other is a massive global brand and has been since time immemorial.
However, when it comes to speed, the two are pretty equally matched thanks to the ongoing rollout of Full Fibre by Openreach. But what about the finer details of customer service and contract length? This is where a few differences appear. We take a look at them here.
| Feature | Winner |
|---|---|
| Broadband speeds | Plusnet |
| Broadband packages | Sky |
| Customer service | Sky |
| Router and tech | Sky |
| Extras | Draw |
| Overall winner | Sky |
Broadband speeds
Sky and Plusnet both offer regular fibre broadband and full fibre broadband. Plusnet offers one Standard Fibre speed averaging 66Mbps, and Sky does the same, now only offering a 59Mbps Standard Fibre speed. When it comes to Full Fibre speeds, Plusnet offers a very wide range with options for 74Mbps, 145Mbps, 300Mbps, 500Mbps and 910Mbps. Sky has a slightly smaller range, advertising 75Mbps, 145Mbps, 500Mbps and 900Mbps, but often has additional options only visible on their website.
When it comes to slow ADSL, neither provider continues to offer it, even to the handful of UK homes that can get nothing else. If you can only get ADSL at your address, bad luck, but you will have to look to TalkTalk or BT.
Note that Full Fibre is not yet available everywhere. You can use our broadband comparison tool to find out exactly what is available at your address by keying in your postcode then selecting your address.
Winner: Plusnet broadband
Both providers offer Full Fibre to those who can get it. But if Openreach has not yet installed Full Fibre in your area, Plusnet has the edge over Sky since if offers the faster standard fibre speed of 66Mbps against Sky’s 61Mbps.
Broadband packages
Plusnet offers five core packages. You can get Unlimited Fibre (36Mbps) or Unlimited Fibre Extra (66Mbps), and there is a choice of four Full Fibre packages: 145, 300, 500 and 900. All plans come on a 24-month contract. There is also the option for customers (in a full fibre area) to take Full Fibre 74Mbps, and for customers without access to any fibre, Plusnet will still supply standard broadband averaging 10Mbps.
Plusnet’s regular fibre packages come with a phone line and pay-as-you-go calls as standard, with the option to bolt on anytime calls, whereas its full fibre packages come without a phone line.
Sky provides five core broadband packages, all now on 24-month contracts. Sky Broadband Superfast is Sky’s only regular fibre package and averages 61Mbps. It then offers four Full Fibre packages of 75Mbps, 145Mbps, 500Mbps and 900Mbps. Customers without any access to fibre can buy Broadband Essential Plus, which has an average speed of 11Mbps.
All Sky packages now come with a phone line and pay-as-you-go calls as standard, with the option to bolt on other calls packages if required.
Winner: Sky broadband
Previously we've had Sky as our winner here, on account of their once-shorter 18-month contracts. That's no longer the case unfortunately, since both now insist on a 24-months commitment. However, the fact that Sky still offer a home phone as standard means we think it still has the edge.
Customer service
Plusnet may have a trophy cabinet bursting with awards for customer service over the years, but according to Ofcom’s latest customer satisfaction report, it doesn’t come out on top.
For customer satisfaction with service overall, Plusnet scores 79 per cent, which is below the sector average of 83 per cent, and also below Sky’s score of 84 per cent. Satisfaction with complaint handling for Plusnet customers was 43 per cent, against the high score of 54 per cent for Sky, with a sector average of 50 per cent.
Plusnet customers can get in touch with customer services over the phone on 0800 432 0200 8am-8pm seven days a week, or by sending a message to the provider on Twitter. Alternatively, Plusnet has a community forum where you can ask other customers for help and advice.
Sky customers can get in touch by calling 0333 7591 018, but Sky does everything possible to discourage this, by offering a wealth of helpful information on its website, covering everything from speed issues to making a complaint. Customers can also get in touch directly on Twitter @SkyHelpTeam.
Winner: Sky broadband
Although Plusnet does better with customer accessibility, Sky comes out very well in Ofcom’s report into customer satisfaction, so for this section, Sky wins.
Router and tech
Plusnet’s customers will be sent the Plusnet Hub Two. This dual band router comes with four Ethernet ports and seven wireless antennas for optimal coverage.
Sky broadband customers now receive the latest dual-band Sky Broadband Hub, which has four Ethernet ports, eight antennas for optimum Wi-Fi coverage and allows up to 64 devices to be connected wirelessly at the same time. Customers that have an issue with their Wi-Fi reach can subscribe to Sky Wi-Fi Max and claim Sky Wi-Fi boosters to improve the signal around their home, and an upgraded Wi-Fi 6 router in the form of the Sky Max Hub.
Winner: Sky broadband
Although both the Sky Broadband Hub and the Plusnet Hub Two are both good routers with smart scan technology, the Sky router has eight aerials over the Hub Two’s seven, helping to provide a better wifi signal. Sky also offers an upgraded router – the Sky Max Hub – which is standard on its Full Fibre 900 package, or can be upgraded to on any package for an additional monthly fee.
Extras
All Plusnet packages come with online parental control without you needing to download any software. The service is called Plusnet Safeguard and lets you block access to certain websites and select others as safe. Customers also get Plusnet Protect security and anti-virus software powered by McAfee, free for all fibre customers.
Once installed on your PC, Plusnet Protect will provide anti-virus, anti-spyware and anti-spam protection from malicious software, malicious social networking links and junk email. It uses two-way firewalls to prevent remote hacking access to your PCs and provides protection for up to seven computers.
There are also perks for current Plusnet customers who refer others. Plusnet encourages you to recommend and refer friends and family and will take money off your monthly bill in return. You can earn up to £1.25 a month off your bill for recommending someone else to Plusnet. There is no limit to the amount of people you can refer; you just need to have lots of friends and family and obviously be happy to recommend the service.
Sky customers also get security features. You will receive a McAfee Internet Security Suite trial for 3 months to cover three PCs, as well as the Sky Broadband Shield that lets you filter websites and customise your privacy settings into age categories. There is also a nifty watershed feature that allows you to set age rating restrictions depending on the time of day.
Sky customers also get access to the Sky WiFi app. This gives you free and unlimited access to The Cloud wi-fi in over 20,000 popular places across the UK such as coffee shops and bars. Many public places will already offer free wi-fi, but this gives you an added option where there is less availability.
Conclusion
Both providers offer security software and parental controls. Plusnet differentiates itself with its refer-a-friend service but you would need to recommend a lot of people before the rewards actually make a significant dent in your bill. Sky offers free wifi with access to The Cloud, but as most locations have their own wifi this isn’t too significant. We declare this section a draw.
Overall
Both providers offer a similar array of speeds, including Full Fibre speeds where available, with Plusnet’s prices generally cheaper than those of Sky. Although Plusnet has a good customer service reputation, in fact it is Sky who performed better in Ofcom’s most recent survey. Both providers now require a long 24-month contract as standard, and they're almost perfectly matched when it comes to security software and routers, but Sky wins by offering its Wi-Fi boosters and the option to upgrade to a better Wi-Fi 6 router in the form of the Sky Max Hub.
Winner: Sky broadband
Ultimately, if you’re after a broadband and TV package, then Sky wins by a mile as this isn’t an option with Plusnet. But if you just want a good broadband package that doesn’t cost the earth, then we would put them almost level-pegging. We suspect the option of TV will be a deciding factor here, though it should be noted that you can get Plusnet broadband and add Sky TV separately if you so desire.
