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  • months contract
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£xx

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One-off payment total

£xx

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    One-off payments

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    Today's payment

    Contact us

    Whatever you need our help with, we’re here to give you a hand. Choose from the options below so we can point you in the right direction.

    Looking for help with Plusnet Business Broadband?
    See our Business contact us page.

    Help us to help you

    We've got lots of online guides, videos and tips at the click of a button. We're sure you'll find all the help you need right here. Help us narrow down your query and we'll try to get you sorted as quick as we can.

    What’s your query about?

    What do you need help with?

    For help, try this

    Check out our setup and troubleshooting guides in our Broadband support section.

    Let's help you get set up

    Other useful info

    Help with your broadband service.

    How do I connect my router?

    When will my router arrive?

    We'll post your router a few days before your activation date. If your router hasn't arrived, call us on 0800 432 0200.

    Have your user name and password handy as it helps us to find your account much faster.

    When can I start using my broadband?

    We'll send regular updates about your order via email. To get text alerts, add your mobile number to your contact details. Sign in.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Here's some quick fixes to help with your router and wireless issues:

    • If you're having problems with your router check our router guide
    • For issues with your wireless connections just follow the steps in our WiFi guide
    • Our handy video also takes you through a few simple checks. Troubleshooting video

    Other useful info

    See our troubleshooting guide

    How do I connect my router?

    My connection speed is slow

    I haven't got a connection

    The best place to put your router to improve your Wi-Fi signal

    I've got an existing fault and I'd like to an update

    Please just sign in to your account and view your open questions for a progress update. Sign in.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    A quick and easy way to check your speed is to go to speedtest.net and run a few tests.

    If the results are slower than the estimate we gave you when you first signed up, see our problem-solving tips below.

    You can also run a more detailed test at BT Wholesale. Just follow the steps to run a speed test.

    Still having an issue? Just report a problem, and our Faults Team will look into this.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Just go to the Member Centre page and enter either your username or email address and your password.

    If you can't remember your details, you can use the forgotten password or username options.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Got an issue with your broadband? Just report a problem, and our Faults Team will look into this for you.

    For updates on a fault, sign in to your account and view your open questions.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    It's really easy to upgrade or renew. Just sign in to your account to check out your exclusive deals.

    Sign in

    If you want to chat to one of our advisors about all your options, just give us a call on 0800 432 0200.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    If you've got a problem with your broadband bill or you're struggling with your payments, just give us a call on 0800 432 0200 and we'll do all we can to help.

    If you think you won't be able to pay your Plusnet mobile bill, or the amount is wrong, please get in touch. Call 500 from your Plusnet mobile or 0800 079 1133 (press option 1, then option 2) and we'll do all we can to help.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Your Account Review shows how you've been using your broadband data.

    • It helps us (and you) to make sure you're on the right package
    • When you're coming towards the end of your contract we'll email your usage details
    • We'll also include options so you're always on the best deal for your needs

    To get your account review, give us a call on 0800 587 1942.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    We're really sorry to hear you're thinking of leaving us.

    We love having you with us, so let's have chat about what we can do to help.

    We don't like saying goodbye, but understand if you need to cancel your contract, please call us on 0800 432 0200.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Switching to Plusnet broadband is easy. So easy that, in just a few minutes, you could be ready to receive our award-winning service.

    Switching your broadband to Plusnet:

    Step 1. Choose your broadband package

    To see what packages and fantastic deals are available in your area just pop your details into our broadband postcode checker.

    Step 2. Book a date you’d like your service to start

    Depending on your package, your new connection should be ready to go in as little as 3-10 working days.

    We’ll let you know if you need an engineer to visit your home to set up your connection. You can book an appointment as part of your order.

    If you don’t need an engineer, you can choose a date you’d like your service to go live.

    Step 3. Let your current provider know you're leaving

    We'll get in touch with your current provider and break the news that you're leaving.

    If you're switching from a cable provider like Virgin, you'll need to let them know yourself as soon as we've confirmed your activation date. They'll often need around 30 days' notice.

    Your current service will still work until the day ours goes live.

    Step 4. Enjoy award-winning broadband!

    We'll send your router out in time for your service to start. You'll get a text or an email when your service goes live. Plug everything in and relax. We think we'll get along great.

    If you need a bit more help choosing the best package before you switch you can check out our fantastic deals or give us a call on 0800 432 0200

    Other useful info

    Deals for new customers.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    From essential broadband to ultrafast Full Fibre, we've got great value award-winning packages and all the speeds you need.

    Check what packages we offer and what's available where you live.

    If you need a bit more help choosing the best package before you switch you can check out our fantastic deals and click on the 'Chat now' button, or give us a call on 0800 432 0200.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Take a look at our 'How does my bill work?' video which shows you everything you need to know in less than a minute.

    Your Plusnet bill.

    Other useful info

    See our guide to How does my bill work?

    Check your broadband bill

    You can see a breakdown of your bill in your account in 'Bills and payments'.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    You can pay by Direct Debit, credit card or debit card. Here's what you need to know before you decide which option to take:

    Direct Debit

    • Pay monthly.
    • An easy way to ensure you never miss a payment.
    • No need to update your account details once it's set up.
    • You'll need to have enough money in your account when your payment is due.

    Credit or debit card

    • Pay with Visa, Delta, Electron, MasterCard, Switch or Maestro.
    • Pay monthly or make one-off payments.
    • You'll need to keep your card details up to date (we'll remind you when it's about to expire).

    Take a look at our Billing guide.

    Other useful info

    When do I get my bill?

    Missed a bill payment?

    Don't worry you can pay safely and securely online. Just sign in to your account to make your payment.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    If you've got a problem with your broadband bill or you're struggling with your payments, just give us a call on 0800 432 0200 and we'll do all we can to help.

    If you think you won't be able to pay your Plusnet mobile bill, or the amount is wrong, please get in touch. 

    Call 500 from your Plusnet mobile or 0800 079 1133 and we'll do all we can to help.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    As soon as you've had your first bill in the new PDF format, you can change your bill date. 

    Just log in to your account and choose your new date.

    You can only change your billing date once within four months.

    Changing your payment details.

    It's easy to update your payment details. Sign in to your account and go to 'Manage your payment details'.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Pro rata is a charge for part of the amount of your bill.

    • You’ll see a pro rata charge on your bill when you’ve signed up part-way through a billing month.
    • A pro rata charge is the number of days between your sign-up date and your billing date.
    • We charge for our services per month. If you signed up mid-month, we wouldn’t charge you for the full month. 
    • As an example, let's say you signed up on the 18th September. We'll work out what you owe us from the 18th September and your next billing date.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Your mobile phone bill's made up of different sections, which include what you've still got to pay, as well as credit you've got for anything you've already paid:

    • Your monthly line rental.
    • Any charges you haven't paid since your last bill.
    • Any calls you've made outside your plan, like 0845, 0844 and 09 numbers.
    • Any texts you've sent or data you've used outside your plan.
    • Any credit you've got on your account. 

    You'll get your bill on the same date every month and we'll take your payment by Direct Debit.

    Other useful info

    How does my mobile bill work?

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    To see a breakdown of your phone bill, including calls, sign in to your account, go to the Phone Control Panel.

    Choose the month you want to check. Then you'll see a list of all your calls and how much each one cost.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Just go to the Member Centre page and enter either your username or email address and your password.

    If you can't remember your details, you can use the forgotten password or forgotten username options there.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    If you've forgotten your username, you can find it at the top of any emails that we've sent you.

    If you've forgot your password, you can get a password reminder.

    Reset my password

    Still having problems, just give us call on 0800 432 0200.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    If you want to update your telephone number, mobile number, or email address you can do this by signing into your account and edit your contact details.

    Sign in

    To change any other details you'll need to contact us on 0800 432 0200.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    If you're having issues with your broadband, you can report a problem, and our Faults Team will look into this for you.

    For updates on a fault, sign in to your account and view your open questions.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    If you've got a problem with your broadband bill or you're struggling with your payments, just give us a call on 0800 432 0200 and we'll do all we can to help.

    Other useful info

    A guide to How does my bill work?

    If you think you won't be able to pay your Plusnet mobile bill, or the amount you've got to pay is wrong, please get in touch. Call 500 from your Plusnet mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    It's really easy to upgrade or renew. Just sign in to your account to check out your exclusive deals.

    Sign in

    If you want to chat to one of our advisors about all your options, just give us a call on 0800 432 0200.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Just go to My account and enter either your Plusnet mobile username, or mobile number and your password.

    Sign in

    If you can't remember your details, you can use the forgotten password or username options there.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 079 1133 (press option 1, then option 2)

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    We're really sorry to hear you're thinking of leaving us.

    We love having you with us, so let's have chat about what we can do to help.

    We don't like saying goodbye, but understand if you need to cancel your contract, please call us on 0800 432 0200.

    Other useful info

    If you'd like to speak to us about cancelling your Plusnet mobile contract call 500 from your Plusnet Mobile or 0800 079 1133 from any phone.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    We're sorry to hear you're unhappy with our service.

    Please get in touch and we'll do our best to make things right. 

    For complaints regarding home phone and broadband, please call us on 0800 432 0200.

    For mobile complaints, call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    You can also email us at mobile-help@plus.net

    If you've already contacted us and are unhappy with the support we've provided, then you may want to raise a complaint. 

    For more information see our Complaints Code of Practice.

    If you'd prefer to contact us via an online ticket we'll respond within 5 working days.

    If you want to write to us, we'll respond to your letter within 10 working days.

    Our address is:

    Plusnet plc
    The Balance
    2 Pinfold Street
    Sheffield
    S1 2GU

    We'll always try to solve your complaint immediately. Whatever happens we'll always keep you updated.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Let us know at least four weeks in advance and we'll get your broadband and phone all set up at your new address.

    Call our moving team on 0800 587 1952 so we can move everything across.

    See our moving home guide

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    For help with your home move call us on 0800 587 1952

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    You can take your number with you, as long as you're using the same phone exchange as before. If you're not sure, give us a call on 0800 587 1952 and we'll let you know.

    If you're on Plusnet Mobile, you'll just need to change your billing address by signing into your Plusnet Mobile account.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    For help with your home move call us on 0800 587 1952

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    First, have a brew. You've earned it! Then you'll need to set up your router.

    We'll send you an email or text to let you know when you're broadband is ready to go. Don't try and connect your router until then - it won't work.

    Check our Router guide

    The speed of your broadband might be different in your new property, but we'll always give you the fastest speed available on your package in your location.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Please get in touch with us as soon as possible. This will help stop delays or problems with your house move. Call us on 0800 587 1952.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    For help with your home move call us on 0800 587 1952

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Please get in touch with us as soon as possible. This will help to avoid any problems with the service at your current property. Call us on 0800 587 1952.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    For help with your home move call us on 0800 587 1952

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Your SIM should be with you in 1 to 3 working days.

    Your SIM will have been sent by Royal Mail 1st class (1 to 3 working days delivery). If there's any delays with postal services, your number could transfer before your SIM has arrived.

    If you've waited longer than three days, please give us call on 0800 079 1133 (press option 1, then option 2).

    Other useful info

    My SIM isn't working

    Our SIMs activate two days after they're sent out. If you're having problems you can contact us on 0800 079 1133 (press option 1, then option 2) from any phone.

    Or send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Our SIMs activate two days after they're sent out. If you're having problems, contact us on 0800 079 1133 (press option 1, then option 2) from any phone.

    Or send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Just go to My account and enter either your Plusnet mobile username, or mobile number and your password.

    Sign in

    If you can't remember your details, you can use the forgotten password or username options there.

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    You'll get your mobile bill on the same date every month and we'll take your payment by Direct Debit.

    We'll send an email and text message to let you know when your bill's ready. You can also see a breakdown of your bill via our mobile app.

    Other useful info

    How does my mobile bill work?

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Your mobile phone bill's made up of different sections, which include what you've still got to pay, as well as credit you've got for anything you've already paid:

    • Your monthly line rental.
    • Any charges you haven't paid since your last bill.
    • Any calls you've made outside your plan, like 0845, 0844 and 09 numbers.
    • Any texts you've sent or data you've used outside your plan.
    • Any credit you've got on your account. 

    You'll get your bill on the same date every month and we'll take your payment by Direct Debit.

    Other useful info

    How does my mobile bill work?

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    You can change the date we take your Direct Debit payment depending on which dates are available. Sign in to your Plusnet Mobile account.

    Sign in

    Other useful info

    Paying your mobile bill.

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    If you think you won't be able to pay your Plusnet mobile bill, or the amount is wrong, please get in touch. 

    Call 500 from your Plusnet mobile or 0800 079 1133 (press option 1, then option 2) and we'll do all we can to help.

    Other useful info

    How does my mobile bill work?

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Call 500 from your Plusnet Mobile or 0800 079 1133 from any phone.

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 1) from any phone.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    You can change your Smart Cap at any time in My Account.

    We recommend a minimum amount of £10. This means you'll have access to:

    Your call, text and data allowance.

    Premium Services (These are calls or texts made to directory enquiries and numbers starting with 118 and 09 and certain call forwarding services).

    Services outside of your plan up to the Smart Cap amount.

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    If you're calling from outside of the UK please call +44 7953 966 500

    It’s free to call if you’re roaming in the EU. For all other countries, you'll be charged the standard roaming rate for your location.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    We're gutted to hear you're thinking of leaving us. We don't like saying goodbye, but understand if you need to cancel your contract.

    We love having you with us, so let's have a chat about what we can do to help. Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 3) from any phone.

    Need more help?

    Give us a call

    Call 500 from your Plusnet Mobile or 0800 079 1133  (press option 1, then option 3) from any phone.

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    We've got a really handy video and an online guide to help you solve your phone line problems.

    Visit the phone troubleshooter

    If you're still having issues, you'll be able to run a line test to check your phone line for technical issues.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    We’ve got lots of call plans packages and it’s easy to add them to your package.

    Sign in to your account to check which ones are best for you.

    See all our call plans

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    To see a breakdown of your phone bill, including calls, sign in to your account, go to the Phone Control Panel.

    Choose the month you want to check. Then you'll see a list of all your calls and how much each one cost.

    Sign in

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    We're sorry to hear you're unhappy with our service.

    Please get in touch and we'll do our best to make things right. 

    For complaints regarding home phone and broadband, please call us on 0800 432 0200.

    For mobile complaints, call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.

    You can also email us at mobile-help@plus.net.

    If you've already contacted us and are unhappy with the support we've provided, then you may want to raise a complaint. 

    For more information see our Complaints Code of Practice.

    If you'd prefer to contact us via an online ticket we'll respond within 5 working days.

    If you want to write to us, we'll respond to your letter within 10 working days.

    Our address is:

    Plusnet plc
    The Balance
    2 Pinfold Street
    Sheffield
    S1 2GU

    We'll always try to solve your complaint immediately. Whatever happens we'll always keep you updated.

    Need more help?

    Chat to other customers in the Plusnet community

    They're a friendly bunch and will always try to help you out.

    Call us on 0800 432 0200

    Twitter

    Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.

    Here’s the legal bit

    You can see our full residential terms and conditions here.

    * The price for broadband, line rental, call plans and call charges will be increased each March from 2022 by the Consumer Price Index rate of inflation published by the Office for National Statistics in January of that year plus 3.9%. Other prices, content and terms may also change during your contract. See our CPI Plus 3.9% Guide.

    Line rental is included in all our broadband packages, apart from our Full Fibre and Fibre packages. The standard line rental price is £26.53 a month and the standard line rental price, or where applicable the discounted line rental price, is included in the package price.

    Unlimited Fibre Extra (18 and 24 month contracts)

    Prices and terms are subject to change during your contract.

    For new Plusnet customers that sign up for 18 or 24 months (as appropriate). Line rental is included in the price (line only, no calls included). Price from month 19 or 25 (as appropriate) currently £54.39 a month (incl. line rental). Compatible line required otherwise a £49.99 installation charge may apply (excluding any external construction charges). We'll include a wireless router. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.

    The date your broadband and line rental activates, or where your services do not activate at the same time, the service that activates first, will be used as your monthly billing date. If your broadband or line rental service are not activated at the same time, for the service that is activated at a later date, charges will be pro rated for the first month and any applicable discounts for that service will apply once the service starts.

    Subject to availability and cannot be used in conjunction with any other offer. No cash alternative. Exclusions and terms apply.

    Unlimited Fibre (18 and 24 month contracts)

    Prices and terms are subject to change during your contract.

    For new Plusnet customers that sign up for 18 or 24 months (as appropriate). Line rental is included in the price (line only, no calls included). Price from month 19 or 25 (as appropriate) currently £47.76 a month (incl. line rental). Compatible line required otherwise a £49.99 installation charge may apply (excluding any external construction charges). We'll include a wireless router. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.

    The date your broadband and line rental activates, or where your services do not activate at the same time, the service that activates first, will be used as your monthly billing date. If your broadband or line rental service are not activated at the same time, for the service that is activated at a later date, charges will be pro rated for the first month and any applicable discounts for that service will apply once the service starts.

    Subject to availability and cannot be used in conjunction with any other offer. No cash alternative. Exclusions and terms apply.

    Unlimited Broadband (18 and 24 month contracts)

    Prices and terms are subject to change during your contract.

    For new Plusnet customers that sign up for 18 or 24 months (as appropriate). Line rental is included in the price (line only, no calls included). Price from month 19 or 25 (as appropriate) currently £41.10 a month (incl. line rental). Compatible line required otherwise a £49.99 installation charge may apply (excluding any external construction charges). We'll include a wireless router. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.

    The date your broadband and line rental activates, or where your services do not activate at the same time, the service that activates first, will be used as your monthly billing date. If your broadband or line rental service are not activated at the same time, for the service that is activated at a later date, charges will be pro rated for the first month and any applicable discounts for that service will apply once the service starts.

    Subject to availability and cannot be used in conjunction with any other offer. No cash alternative. Exclusions and terms apply.

    Fibre (12, 18 and 24 month contracts)

    Prices and terms are subject to change during your contract.

    For new Plusnet customers that sign up for 12, 18 or 24 months (as appropriate). Price from month 13, 19 or 25 (as appropriate) currently £30 per month. Compatible line required otherwise a £49.99 installation charge may apply (excluding any external construction charges). We'll include a wireless router. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.

    Subject to availability and cannot be used in conjunction with any other offer. No cash alternative. Exclusions and terms apply.

    12 month contracts are not available online, but they are available through our contact centre. Please call us on 0800 432 0200 and we will be happy to help.

    Full Fibre Broadband (12, 18 and 24 month contracts)

    Prices and terms are subject to change during your contract.

    For new Plusnet customers that sign up for 12, 18 or 24 months (as appropriate). Price from month 13,19 or 25 (as appropriate) currently: Full Fibre 74 - £34.32, Full Fibre 145 - £40.04, Full Fibre 300 - £45.76, Full Fibre 500 - £53.77, Full Fibre 900 - £62.92. Compatible line required. Otherwise an installation is required. We'll include a wireless router. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.

    Subject to availability and cannot be used in conjunction with any other offer. No cash alternative. Exclusions and terms apply.

    Openreach Survey: In some cases Openreach have to carry out a survey before they can connect a home to Full Fibre. To do this they may need access to your property. If they do we'll contact you to arrange a suitable time. If additional work is required, this may take longer than the initial set-up time provided and there could be additional costs. Our team of specialists will contact you to confirm what additional work is needed and how long this will take, usually within four weeks from the date your order was placed. If you don't want to proceed with your upgrade based on this, you will be able to cancel your order and no charges will be applied to your account. 

    12 month contracts are not available online, but they are available through our contact centre. Please call us on 0800 432 0200 and we will be happy to help.

    Unlimited Broadband (no contract)

    Prices and terms are subject to change during your contract.

    For new Plusnet customers that sign up for a 30-day rolling contract. Line rental is included in the price (line only, no calls included). Price from month 13 currently £43.11 a month (incl. line rental). Compatible line required otherwise a £49.99 installation charge may apply (excluding any external construction charges). We'll include a wireless router. You may terminate your services at any time without having to pay an early termination charge. Outside your 14 day cancellation period, you'll have to give at least 14 days' notice.

    The date your broadband and line rental activates, or where your services do not activate at the same time, the service that activates first, will be used as your monthly billing date. If your broadband or line rental service are not activated at the same time, for the service that is activated at a later date, charges will be pro rated for the first month and any applicable discounts for that service will apply once the service starts.

    Subject to availability and cannot be used in conjunction with any other offer. No cash alternative. Exclusions and terms apply.

    Existing customers

    Please see our price guide, log into your account in the Member Centre or call us on 0800 073 1120 to discuss your contract.

    Speeds

    Φ Broadband speed is described as 'average download speed of 10Mb', as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, broadband line, home wiring, Wi-Fi connection and time of day. Find out why speeds vary. Check your speed and products available at your location via 'check availability' on our home page.

    † Fibre broadband speed is described as 'average download speed of 66Mb' and 'average upload speed of 18Mb' on Unlimited Fibre Extra. 'Average download speed of 36Mb' and 'average upload speed of 9Mb' on Unlimited Fibre and 'average download speed of 50Mb' and 'average upload speed of 9Mb' on Fibre. It is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, broadband line, home wiring, Wi-Fi connection and time of day. Find out why speeds vary. Check your speed and products available at your location via 'check availability' on our home page.

    Ө Up to 6x faster: based on a comparison between the average Unlimited Fibre Extra download speeds with the average Unlimited Broadband speeds. The actual speed you'll get depends on your location, broadband line, home wiring, Wi-Fi connection and time of day. Find out why speeds vary. Check your speed and products available at your location via 'check availability' on our home page.

    ** Plusnet Reward Card

    Available with relevant promotions and products, as displayed on the product card or in basket.

    Once your broadband and line rental are activated you will be issued claim information via email. Follow the instructions in this email to be issued with your Plusnet Reward Card. You must submit your claim within two months of the email being issued. The card must be activated within three months of it being issued.

    Your Plusnet Reward Card is issued by GVS Prepaid Ltd, an Electronic Money Institution authorised in the UK by the Financial Conduct Authority with Firm Reference number 900230; pursuant to license from Mastercard International. Mastercard ® is a registered trademark of Mastercard International Inc. GVS Prepaid Ltd's company registration number is 09193070 and its registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD.  See Plusnet Reward Card terms.

    Broadband Extras

    Plusnet Safeguard

    Included with all of our broadband packages, Plusnet Safeguard filters inappropriate web content for your household. Further information can be found here.

    Plusnet Protect powered by Norton™

    Our security package protects you from online threats. Charges apply for Unlimited Fibre broadband customers. Further information can be found here.

    Evening & Weekend UK & Mobile calls:

    Evening & Weekend calls: Calls of up to an hour to UK landlines beginning with 01, 02, 03, 0845 and 0870 numbers made Monday-Friday 7pm to 7am and any time Saturday or Sunday (except calls to indirect access numbers (which include calling cards) and dial-up internet access). Calls must be started and finished within these times to be inclusive (non-chargeable). A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions).

    Mobile calls: Calls to UK mobiles and 070 personal numbering services made Monday-Friday 7pm to 7am and any time Saturday or Sunday. Calls must be started and finished within these times to be inclusive (non-chargeable). A fair usage limit of 1000 minutes a month applies (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions). Hang up and re-dial before 60 minutes and you won't be charged. Some 07 numbers do not constitute mobile numbers and may not be included as part of an inclusive mobile package.

    Unlimited UK & Mobile calls:

    Anytime calls: Calls of up to an hour to UK landlines beginning with 01, 02, 03, 0845 and 0870 numbers at any time (except calls to indirect access numbers (which include calling cards) and dial-up internet access). Calls must be started and finished within these times to be inclusive (non-chargeable). A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions).

    Mobile calls: Calls to UK mobiles and 070 personal numbering services made at any time. Calls must be started and finished within these times to be inclusive (non-chargeable). A fair usage limit of 2000 minutes a month applies (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions). Hang up and re-dial before 60 minutes and you won't be charged. Some 07 numbers do not constitute mobile numbers and may not be included as part of an inclusive mobile package.

    Anytime International 300:

    Anytime calls: Calls of up to an hour to UK landlines beginning with 01, 02, 03, 0845 and 0870 numbers at any time (except calls to indirect access numbers (which include calling cards) and dial-up internet access). Calls must be started and finished within these times to be inclusive (non-chargeable). A fair usage limit of 150 calls or 1000 minutes a month (whichever is reached first) applies to calls to 0845 and 0870 numbers (if you exceed this limit, we have the right to charge you for further calls made, suspend and/or terminate your service in accordance with our terms and conditions).

    25% discount to top 35 international destinations: (Anytime International 300) Get a 25% discount on chargeable calls to all countries listed in our top 35 international destinations. For more information see our tariffs guide.

    300 Anytime minutes: (Anytime International 300) Means 300 inclusive minutes to USA mobiles, Canada mobiles and all landlines listed in our top 35 international destinations. Hang up and re-dial before 60 minutes and you won't be charged.

    Other call information:

    Mobile minutes: Are available to Line Only and the Anytime International 300 call plan and adds 100 inclusive minutes to UK mobile numbers and 070 personal numbering services at any time. Hang up and re-dial before 60 minutes and you won't be charged. Some 07 numbers do not constitute mobile numbers and may not be included as part of an inclusive mobile package.

    Service calls outside of your inclusive minutes: The charge for calls to service numbers beginning 084, 087, 09 and 118 consists of a 9.58p per minute access charge from Plusnet, plus a service charge set by the company you called. For more information visit www.plus.net/ukcalling.

    Calls to Plusnet Support and other Plusnet line rental customers are included in all line rental packages. Calls to other Plusnet phone customers are included for the first hour. Hang up and re-dial before 60 minutes and you won't be charged.

    For more information on our landline tariffs, see our guide here.

    For more information on call rates for service numbers, see our guide here.

    Phone Line Extras

    Voicemail

    1571 Voicemail: Included as standard, our answer phone-style feature takes messages when you can't get to the phone.

    Voicemail Extra: This advanced voicemail service lets you record your own greeting, store up to 30 messages and listen to them when you're not at home. Voicemail Extra costs £3 a month. Further information about Voicemail Extra can be found here.

    Caller Display

    See the number of the person who is calling you (you'll need a phone that supports this service). Further information about Caller Display can be found here. Subject to availability.

    Plusnet Call Protect

    Included in all line rental packages, this blocks nuisance calls on your landline and sends them straight into your junk voicemail. Further information about Plusnet Call Protect can be found here. Subject to availability.

    Our award-winning, UK based customer support is available 7 days a week

    0800 432 0200

    8am - 8pm Monday to Sunday

    0800 432 0200

    8am - 8pm Monday to Sunday