Service Status

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Webmail issues

2017-09-29 12:51:09

Since February we have seen improved performance on our email platform due to the ongoing work we are carrying out and although we have seen these improvements, there are still patches of poor performance therefore, we cannot move this status to green.

We’re continuing to work on the platform to improve its stability and will keep you informed along the way.

Kind Regards,

Plusnet Support

Planned Website Maintenance - 27th/28th Sept 11pm-4am

2017-09-27 16:21:13

When's this work happening?
Tonight, 27th September from 11pm through to 4am tomorrow morning.

What does it affect?
Access to our website.

How long will it take?
Approximately 5 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Webmail issues

2017-09-21 19:08:24

We have been working hard to fix this issue last night and today, and most of the issues, which affected a small number of customers, has now be resolved. We are continuing to work hard to make the webmail service quicker and will update further soon. Thank you for your patience.

Kind Regards,

Plusnet Support

Webmail issues

2017-09-21 11:03:07

We're currently aware of an issue affecting a small number of customers where they are experiencing issues accessing or viewing emails via our Webmail service at webmail.plus.net

Our engineers are investigating and we'll provide an update as we can.

Kind Regards,

Plusnet Support

Live Chat – opening hours - UPDATE

2017-09-15 17:20:23

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over next week:

Monday to Friday 7:30am - 10pm
Saturday and Sunday- 10am - 4pm

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at http://community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Live Chat – opening hours - UPDATE

2017-09-12 14:27:46

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over the remainder of this week:

Wednesday-Friday: 7:30am - 10:00pm

We'll review this over the weekend and provide a further update next week.

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Live Chat – reduced opening hours - UPDATE

2017-09-11 09:10:20

This an an update to the previous posts regarding the availability of our live chat support service.

We're continuing to monitor the chats coming in alongside the impact on our call wait times, with this in mind chat will be open at the following times over the next 2 days:

Monday and Tuesday: 10am-7pm

We'll review this mid-week and post a further update then.

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Broadband Fault checker maintenance – 9th September – 10th September 22:00 – 04:00

2017-09-08 16:27:31

When's this work happening?
Saturday evening into early Sunday morning.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately 30 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

Am I likely to notice the work?
You won't be able to access our Broadband Fault Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Live Chat – reduced opening hours - UPDATE

2017-09-01 11:50:07

Since the Bank Holiday we've been reintroducing live chat for periods of the day, to help us understand the impact on call wait times, as well as our ability to handle the number of chats coming in too.

With this in mind we've taken the decision to operate chat over the following times next week:

Mon - Tue: 12:00 - 16:00
Wed - Fri: 11:00 - 17:00

Please note that we do also offer support via the Facebook, @plusnethelp on Twitter and our Community forums at community.plus.net

For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Live Chat – reduced opening hours

2017-08-29 17:34:22

As you’ll be aware, our Live Chat facility has been unavailable for a number of days. We’re really pleased to confirm we’ll be switching this back on but for reduced opening hours. Chat will be available 12-4 Wed/Thu/Fri this week but with no availability on weekends. We’ll be reviewing performance to make a decision on Thursday and will communicate that decision later this week.


We apologise for the continued degraded service and assure you we’re working incredibly hard to get this back up & running ASAP.


For customers who struggle to use the phone, we have Next Generation Text Relay services available – please visit https://www.plus.net/help/legal/support-for-customers-with-disabilities/ for more information.

Kind Regards,

Plusnet Support

Planned Website Maintenance - 21st August 00.01 - 02:00

2017-08-20 18:10:19

When's this work happening?
21st August, 00:01

What does it affect?
Access to our website.

How long will it take?
Approximately 2 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Broadband Fault checker maintenance - 20th August 00:00 – 08:00

2017-08-18 18:08:42

When's this work happening?
Sunday morning, from midnight onwards.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately 8 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

Am I likely to notice the work?
You won't be able to access our Broadband Fault Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Planned Website Maintenance - 3rd August 00.00 - 06:00

2017-08-01 16:29:39

When's this work happening?
Thursday the 3rd of August at 00:00 until 06:00.

What does it affect?
Access to our website.

How long will it take?
Approximately 6 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems our website relies on.

Am I likely to notice the work?
Yes, access to our website will be unavailable for a period of time during the maintenance window

and holding pages will be in place.

Is there anything else I need to know?
No.


Kind regards,
Customer Support

Potential data transfer issue - RESOLVED (101115)

2017-07-30 17:45:10

This is an update to the earlier post regarding an issue for some customers when attempting to load websites or access other online services.

Our engineers have been working on the issue and the problem should now be resolved.

Apologies for any inconvenience this may have caused.

Kind Regards,

Plusnet Support

Potential data transfer issue - NEW (101115)

2017-07-30 11:30:40

We’re currently investigating a potential problem where some customers may be experiencing problems accessing websites or other online services.

Our engineers are investigating and we’ll provide an update later today.

Kind Regards,

Customer Support.

Portal login for mobile - RESOLVED (101091)

2017-07-29 11:57:13

The previously mentioned issue affecting access to our online mobile portal at www.plus.net/mobile has now been resolved.

Please accept our apologies for any inconvenience caused.

Kind Regards,

Plusnet Support

Portal login for mobile - NEW (101091)

2017-07-29 10:10:25

We're currently aware of an issue affecting access to our online mobile portal at www.plus.net/mobile.

This is being worked on and we'll provide an update as soon as possible.

Kind Regards,

Plusnet Support

Broadband Fault checker maintenance – 29th July 22:00 – 30th July 06:00

2017-07-28 19:46:20

When's this work happening?
Tomorrow, from 10pm onwards.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately 18 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

Am I likely to notice the work?
You won't be able to access our Broadband Fault Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Broadband Fault checker maintenance – 29th July 00:01 - 17:00

2017-07-28 19:44:30

When's this work happening?
Tomorrow, from Midnight onwards.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately 17 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

Am I likely to notice the work?
You won't be able to access our Broadband Fault Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

Broadband Fault checker maintenance – 22nd July 22:00 – 23rd July 08:00

2017-07-21 17:35:16

When's this work happening?
Tomorrow, from 10pm onwards.

What does it affect?
Broadband Fault Checker.

How long will it take?
Approximately 10 hours.

What does the work involve?
Some essential maintenance is being carried out on the back-end systems used by our Broadband Fault Checker.

Am I likely to notice the work?
You won't be able to access our Broadband Fault Checker for the duration of the maintenance window and holding pages will be in place.

Is there anything else I need to know?
No.

Kind regards,
Customer Support

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