Business Broadband and Fibre Broadband service levels

All dates provided relating to the installation and activation of your Broadband or Fibre Broadband service are estimates. We will do our best to meet these dates however we cannot guarantee your service will be activated on those dates.

All our Broadband and Fibre Broadband services come with Standard Care (unless you chose to take Enhanced Care – see below). With Standard Care we aim to respond to any technical support queries raised via the Plusnet portal within 8 hours.

If you chose to take our Enhanced Care service, Plusnet commit to a 1 "working hour" response for all technical support enquiries and 24 "working hours" resolution for any fault found to have originated within your broadband service.

Where we fail to meet these service levels, we will compensate you with a maximum £20 service credit.

If we've arranged an engineer visit to install your service or resolve a fault at a time pre-confirmed with you and we fail to keep that appointment, you will be entitled to compensation calculated on a pro-rata basis against your subscription fees.

The maximum compensation claimable for each line is £180 per annum.