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Coronavirus (COVID-19) - Keeping you connected.

We're in this together

Keeping you connected during the coronavirus outbreak

To ensure that you stay connected and to protect our staff our call centres are open 8am-8pm. It's likely we'll be extremely busy if you call, so please only ring if it's really necessary and help us to prioritise our vulnerable customers first.

You're in control

As our lines and social media are really busy you might find it quicker to get help online - at a time to suit you. Did you know that you can control a lot of things to do with your service at My Account.

Help with our products

Home Broadband

It’s OK. Our current broadband packages come with unlimited usage, so being online more isn’t a problem. If you’ve got one of our older broadband plans with capped usage, we’ll make sure you don’t get charged for any additional data usage during this time.

Don’t worry, any email or SMS you’ll have received to alert you is automated. We’ll make sure you don’t get charged any extra during this time.

We understand that you might be struggling to pay bills at the moment. We can help by offering payment plans, if it helps make things a little easier to manage. Please get in touch and we’ll do we can to help.

For general info about paying your broadband, home phone and TV bills see our Bill payment FAQs.

Got Plusnet Mobile? See details about Paying your Plusnet Mobile bill.

Yes, we’re working hard to get all new connections up and running as soon as we can. If you don’t need a new phone line installing, then there should be no delays.

If you do need a new phone line which requires an engineer visit, you can choose an installation appointment date when you place your order.

Please bear in mind that the appointment calendar is provided by our partners at Openreach. This will only show the dates which they have available. Unfortunately, we’re unable to help you book a date if it’s not showing.

There’s a good range of appointments dates to choose from at the moment.

A large amount of work can be completed outside without an engineer having to go into your property. If an engineer does need to enter your home or premises, they’ll do all they can to safeguard their visit and to follow social distancing guidelines.

To keep you and them safe, there’s a couple of steps which will take place.

Before the visit:

Openreach will send you a text message which will include a short video with three simple steps to follow before they visit. You’ll need to respond to the text to agree to the guidance. If you don’t respond, the engineer will try to contact you to run through the guidance.

On the day of the visit

The Openreach engineer will contact you to ask some screening questions to help them understand if there’s been any changes since you booked your appointment.

We’re sorry to hear that. Please give us a call, and we’ll do everything we can to sort a new installation date for you as soon as we can.

Our call centres are busy at the moment, so it may take a little longer than usual to get through.

Before you contact us at this really busy time, please run some checks using our broadband troubleshooter first.

If you do need an engineer to fix the fault we’ll do everything we can to get you connected.

A large amount of engineering work can be completed from outside your home, without needing to enter your property. Where this isn't possible, we’ll get you connected as soon as possible.

That’s OK. To cancel your move it would really help us if you could give us as much notice as possible. Ideally at least two working days’. All you need to do is just give us a call. Bear in mind that our call centre will be busy, so you might need to wait longer than usual to speak to us.

Business Broadband

We understand that some businesses might have had to close and may be struggling to pay bills as a result. Please get in touch with us and we'll try and help make things easier to manage for you, with a payment plan. It might take longer than usual to get through to our call centre, but calls are free.

Yes, you can change your call plan to one that suits your current needs better. You can get inclusive usage for anytime, mobile, international, evening and weekends, or pay as you call at My Account.

Unsure about what you need? Compare our call plans.

Bear in mind that any change you make to your call plan will happen from your next billing date.

Mobile

To help you keep in contact without it costing you any extra, we’re adding 500 minutes of call time to your standard plan allowance each month, for the next three months. Your extra minutes will be available from your next billing date. Until then, we’re also giving you a free 500 minute bolt-on for you to use straight away to help out until your billing date.

Also, if you need to make a call to the NHS we want to reassure you that calls to 111 are free.

You don’t need to do anything, the extra free minutes will be automatically added to your account each month for the next three months.

BT Sport and YouView

BT Sport update June 2020

Great news. There’s a plan to restart the Premier League and FA Cup this month on BT Sport. Should all continue safely, BT Sport will be broadcasting more than 20 upcoming games.

With live Bundesliga, UFC and the latest news that Premier League football will return to BT Sport on the 17th June, we can confirm that on your next bill from this date, we’ll begin to charge you for your BT Sport service.

What happens next?

From the 17th June, your regular billing will resume. So your next bill from this date will return to normal and we’ll add on your usual BT Sport subscription.

What do I need to do?

You don’t need to do anything – we’ll automatically restart your billing. Just sit back, relax and enjoy more than 20 Premier League and FA Cup games exclusively on BT Sport. Not forgetting all the action from Bundesliga, UFC and WWE too.

Phone

Yes, you can change your call plan to one that’s more flexible for you. You can get inclusive usage for anytime, mobile, international, evening and weekends, or pay as you call at My Account.

Unsure about what you need? Compare our call plans.

Bear in mind that any change you make to your call plan will happen from your next billing date.

Yes, you can change your call plan to one that suits your current needs better. You can get inclusive usage for anytime, mobile, international, evening and weekends, or pay as you call at My Account.

Unsure about what you need? Compare our call plans.

Bear in mind that any change you make to your call plan will happen from your next billing date.

Before you contact us at this really busy time, please take a look at our phone line troubleshooting video. You might be able to identify and fix the issue yourself.

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