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Accessibility

At Plusnet we're committed to providing the best customer service to all our customers, including those with vulnerabilities and disabilities. We want to make it as easy as possible for our customers to get the most out of the services we provide. This page provides lots of useful information about the advice and services available to customers with a disability, impairment or vulnerability.

Support for customers with disabilities

We offer a range of services and support to help you with your Plusnet service, including giving you access to your bill in large print, braille or audio format, offering advice on choosing a suitable phone, or providing tips for using YouView TV from Plusnet.

Support for customers with vulnerabilities

We're proud to treat all our customers fairly and with respect, including those who are in vulnerable situations.

We know that there's lots of different factors and life events which may cause vulnerability, whether it be long-term or on a temporary basis. It could be because of age, a physical or learning disability, or difficulty in communicating. We also understand that challenging events like bereavement or separating from a partner can mean that you need extra support, to help keep you connected while you get back on your feet.

We'll do our very best to offer you the right level of help and the most appropriate products and services. Our customer support team will always try to identify specific needs and give specialised assistance where it's needed. However, it's not always easy for them to know if you're having difficulties, so please let our team know if you think they could help.

If you're in a vulnerable situation and need extra help, just contact us to let us know. We'll register it on your account and will consider your extra needs whenever you get in touch.

You can also tell us by filling in a form:

Broadband customers - Additional Support Form

Mobile customers - Additional Support Form

Also, if you'd like to, you can give permission for someone else to contact us on your behalf. Rest assured that we'll treat any information you provide in confidence and in accordance with data protection law.

Find out more about support for customers with vulnerabilities and disabilities.

Browsing the web

Did you know you can increase the text size of any website, or even get your computer to read pages aloud to you? How you do this depends on what internet browser you're using.

To learn more about the accessibility features that are available on most modern computers, we recommend visiting the AbilityNet website, This is an independent website created to help people with disabilities use digital technology at work, at home or in education.

Our website

We work hard to make sure our website's clear, simple to navigate and easy for everyone to use.

Our Help & Support pages have been designed so they look great on mobiles and tablets, as well as laptops and computers. We're pleased to say the Help & Support area meets the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines v1.0 and we're currently working to bring the whole of the website up to the v2.0 standard.

Cookies on the Plusnet website

We use cookies from Plusnet and our partners so that you get the best experience on our website. They’ll remember your settings, improve social media features and make sure you get personalised offers.

By clicking ‘I Accept’ you accept all cookies, or you can choose which ones you’re happy for us to use. You can change these at any time.

Change your cookie settings

Cookies are small text files that are saved on your computer when you visit some websites. To find out more about the cookies we use, view our cookie policy.

We use them to make our website easier to use. You can remove any cookies already saved on your computer, but this might mean some features won't work as well.

Here's the types of cookies we save. You also can change your settings below:

Essential (They're always needed)

These types of cookies:

  • Help the website display and work correctly
  • Remember what’s in your shopping basket
  • Allow login on the site

Functional

These types of cookies:

  • Enable live chat support
  • Remember decisions you made on the site so you don't need to make them again
  • Make your experience on the site more efficient

Personal

These types of cookies:

  • Allow you to share on social media
  • Let you comment on blogs
  • To tailor the advertising you see when you visit other websites

Cookies settings successfully updated

You can change these settings at any time on our Cookie policy page. These settings apply to new cookies. If you'd like to remove existing cookies, this can be done in your browser settings.