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    How we make sure our website is accessible for all our customers.

    Digital Accessibility

    Plusnet is part of the BT and EE family. As a company we are fully committed to digital inclusion. Our services are for everyone regardless of any differences. We are actively working towards increasing the accessibility and usability of all our online content and communications. We're continually working on solutions to ensure that everyone has the best digital experience with us and you can find out more about our collective commitment to Digital Accessibility.

    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 and offering advice on choosing a suitable phone.

    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.

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