Legal
What do you need help with?
Terms and conditions
-
Terms and conditions for Plusnet residential services
Terms and conditions for all the services we provide to residential customers.
-
Terms and conditions for Plusnet Mobile services
Terms and conditions for our mobile phone services.
-
Terms and conditions for Plusnet Business services
Terms and conditions for all the services we provide to business customers.
-
Plusnet Business service schedules
The part of your agreement that covers the services we provide, including broadband, phone, hosting and Plusnet SafeGuard.
-
Terms and conditions of the My Referrals scheme
Find out how the My Referrals scheme works.
Price guides
-
Plusnet price guide for residential products
Find out about our prices for residential customers.
-
Plusnet Business charges schedule
Find out about our prices for business customers.
-
Plusnet residential call tariff guide
Find out the cost of calls for residential customers.
-
Plusnet Business call tariff guide
Find out the cost of calls for business customers.
-
Plusnet Mobile price guide
Find out our charges for our mobile customers.
-
Our guide to price increases for Plusnet Mobile plans
From June 2021 our mobile plan prices will increase each June by the CPI rate published in April of that year.
Acceptable Use Policy
Privacy
Codes of practice
-
Plusnet Code of Practice
All about Plusnet and the services we provide.
-
Plusnet Complaints Code of Practice
How to raise a complaint and what to expect when you do this.
-
Ofcom Voluntary Speed Code of Practice
Find out about what the Ofcom Speed Code of Practice means for you.
-
General Condition C7
This regulates how communications providers switch landline and/or broadband services.
Accessibility
Useful information about your contract
-
About changing your Plusnet broadband, home phone or other services
Find out how to change your products and services.
-
About your contract length
Everything you need to know about the length of our agreements.
-
Broadband, home phone and TV cancellation policy
Information about cancelling your Plusnet broadband, home phone or TV.
-
Plusnet Mobile cancellation policy
Information about cancelling your Plusnet Mobile service.
-
About failed payments
How payments are taken and what happens in the event of a payment failure.
-
Our mobile phone exchange policy
If you’ve got a plan with us that comes with a mobile phone or another device, here’s how to exchange it if it becomes faulty.
Other things we'd like you to know
-
Pornography / Age Verification Blocking
The Digital Economy Act 2017 introduced a process for the BBFC (British Board of Film Classification) to take steps to prevent access to certain websites. These are sites that include extreme/illegal pornography or do not have sufficient age verification on sites that contain pornography. If we receive a court order, Plusnet will block customers from accessing the relevant website via both our fixed line broadband and our Mobile services.
-
UEFA football blocking
Information about the blocking of illegal streaming of live UEFA football matches.
-
Premier League football blocking
Information about the blocking of illegal streaming of Premier League football.
-
Modern Slavery Act Statement
At Plusnet we aim for the highest standards of integrity, transparency and fairness in all we do - whether we’re dealing with customers, our employees or our suppliers.
-
Internet Watch Foundation
All about the IWF.
-
Key Fact Indicators for broadband traffic prioritisation
All about the Key Facts Indicator tables and how these apply to your broadband service.
-
Plusnet and the WEEE legislation
A guide to the regulations for disposing of Waste Electrical and Electronic Equipment.
-
A summary of General Condition C8
These are the Ofcom rules we follow to make sure we sell our mobile services fairly and honestly.
-
Get it Right from a Genuine Site
All you need to know about sharing content online.
-
Gender Pay Gap Report
Information about Plusnet's gender pay gap.
-
Matchroom Boxing court order
Information about the blocking of illegal streaming of Matchroom Boxing events.
-
Queensberry boxing court order
Information about the blocking of illegal streaming of Queensberry boxing events.
-
Ofcom broadband Universal Service Obligation (USO)
Information about the Universal Service Obligation (USO) which gives home and business customers across the UK the right to request affordable broadband connection speeds.
Get the most out of Plusnet
Our website uses cookies to help give you a more personalised experience, remembering your settings, improving social media features, enabling live chat support and offering you deals based on your needs. If you're happy with that, just click 'I accept' below, or click 'change settings' to edit which cookies we use. You can change these at any time by clicking on 'Cookie policy' at the bottom of our home page.
Manage your cookie settings
Whenever you visit our website, we use cookies to give you the best experience possible. They're little text files that are saved on your computer, allowing us to remember your settings, provide live chat support and offer you personalised deals. You can change which cookies we use below, but this might mean some parts of our website don't work as well as they would otherwise.
Essential (They're always needed)
Always needed.
- Help the website display and work correctly
- Remember what is in your shopping basket
- Allow login on the site
Functional
Gives you a better experience.
- Help us offer live chat support
- Remember decisions you have made, so you do not need to make them again
- Create a more efficient experience
Personal
Lets you do more.
- Let you share things on social media
- Let you comment on blogs
- Tailor the advertising you see on other sites
We have updated your cookie settings
You can change them again whenever you like by visiting our cookie policy. You can remove existing cookies in your browser settings