Plusnet Code of Practice

As we're a company who provide mobile, home phone and internet, the Office of Communications (Ofcom) asks that we produce a code of practice for residential customers (consumers) and small businesses (those with 10 or fewer employees).

Plusnet Plc is a company registered in England and Wales (Company No. 03279013). Our registered office is The Balance, 2 Pinfold Street, Sheffield, S1 2GU.

We provide broadband, fibre, phone and mobile services throughout most of the UK. With over 18 years of experience we know what makes the best balance of cost, features and support.

We'll always look to follow the standards we set out in this Code of Practice, but it isn't part of any contract between you and Plusnet. The products and services described in this document might not always be available, and might also change from time to time.

The fastest way to contact us is by using Plusnet Chat on our website, or by calling us.

You can also get in touch with us in writing, including via our web-based Help Assistant. But please note, we cannot process cancellation requests submitted through our Help Assistant. If you contact us in writing, we'll aim to respond to you within five working days.

We're able to provide support to our hearing and speech-impaired customers via TypeTalk's text relay service. We can also provide our terms and conditions and this Code of Practice in large print and Braille for blind and partially sighted customers.

Whilst we aim to deliver a high level of customer satisfaction, we acknowledge that problems do come up from time to time. If you're not satisfied with the service you are receiving, please see our Customer Complaints Code of Practice.

We offer a wide range of great value internet and phone packages for both residential and business customers. We also provide mobile phone and SIM only services for residential customers.

Here's where you'll find all our latest offers.

Broadband

Find out more about our residential broadband packages and business broadband packages.

Phone

Find out more about our residential phone packages and business phone packages.

Fibre broadband

Find out more about our residential fibre broadband and business fibre broadband.

BT Sport

Find out more about how to get BT Sport with Plusnet.

YouView TV from Plusnet

Find out more about how to get YouView TV from Plusnet.

Plusnet Mobile

Find out more about Plusnet Mobile.

General

You can find out more about any minimum terms that apply to our broadband, home phone or mobile services in our About your contract length guide.

Our residential terms and conditions apply to all our residential broadband, fibre, phone, BT Sport and YouView TV from Plusnet services.

For our mobile services, including both our SIM only packages and where we provide mobile phones, our Mobile Terms will apply.

For our business broadband, fibre and phone services, our Plusnet Business Terms and Conditions will apply.

All our services have to be used in accordance with our Acceptable Use Policy. We'll also comply with all applicable legislation.

We take our obligations under our terms and conditions and applicable legislation very seriously. They ensure that we meet the needs and demands of our customers and that we continue to deliver a great service.

General

We're proud of how reliable our network is and we aim to provide a continuous, high-quality service.

However, we cannot guarantee that the service will always be fault free as sometimes things go wrong.

Before reporting a service fault to us you might find it helpful to check the following:

  • Help & Support, here you can find help articles, FAQ's and our Help Assistant tool which allows you to get in touch with our Support Team
  • Service Status, provides details of any known service-affecting issues

Details on how to report a fault are available here. We aim to correct all reported faults as soon as is reasonably possible.

Faulty phones

If your mobile phone is faulty, we might be able to help. It depends whether you bought the phone directly from us, or from another store or service provider. If you bought your phone directly from us, our mobile phone faults policy applies. If you didn't buy your phone directly from us, but bought it from another seller, you'll need to speak to them directly.

Engineer Visits

If an engineer is required to visit your premises and the fault is found to be caused by your equipment, internal wiring, or as a result of damage to our or BT equipment, you might need to pay a call out charge.

We don't guarantee that the service will always be fault free or uninterrupted. If you tell us about a fault, we'll pay compensation in accordance with our terms and conditions and your legal rights in respect of services which have not been provided with reasonable skill and care.

We'll always try and provide you with an uninterrupted service. But you might experience a break in service as a result of a power cut or power failure. This could impact your telephone, broadband and ability to contact emergency services.

Sometimes it is also necessary to carry out maintenance or repairs of our network but before we do this, we'll try to give you as much notice as we can and do our best to restore the service as soon as possible.

Our standard prices and call charges are set out in our price and tariff guides. If you're a business customer, you'll find our standard prices and call charges in our charges schedule and tariff guides.

Billing

As our customer, you've agreed to pay for your selected service(s) as outlined within the relevant terms and conditions, including all charges for the equipment and services we supply to you. This includes any additional charges detailed within the relevant terms and conditions, price guide (or our charges schedule if you’re a business customer) or tariff guide.

If you or we find a mistake on your bill, you'll be credited accordingly. But if we've no reasonable grounds to believe a call didn't originate from your home phone or mobile, or that the price of that call is incorrect, you'll be liable for the call(s) at the applicable rate at that time.

It's important you check our call tariff rates before making any calls using our home phone or mobile service as you're liable for the cost of any calls originating from your home phone or mobile.

When you register for a service with us you're able to view any charges for which you're liable to pay by logging into the Member Centre or Plusnet Mobile account. We'll notify you by email before your scheduled billing date of any charges to be applied.

Payment

We expect all our customers to adhere to the payment terms within the relevant terms and conditions and pay their bills promptly. If you fail to make payment of the charges you owe to us when they are due, exceed any agreed credit limit with us or fail to make payment by the due date we may at our discretion restrict or cancel your service, in part or in full until payment has been received. More information can be found in our failed payments policy.

If we cancel the services provided to you because you haven't made payment within the terms and conditions and you later decide to resume the service, you might be liable to pay a re-activation and administration charge.

If you're going away for a long time and you might miss a payment, please tell us. This is so we can avoid restricting your service and save you a reconnection fee. For further information, please take a look at our billing guide.

If you're not satisfied with our service and wish to leave us, you can, so long as it's in accordance with the terms and conditions between us. Our Mobile Cancellation Policy or our Broadband, Home Phone and TV Cancellation Policy can provide further guidance on this.

We take the security of our websites and your data extremely seriously. Our privacy policy sets out how we use your personal information.

We understand that nuisance or malicious calls can be annoying and worrying. We've produced a nuisance calls guide to assist in dealing with or tackling such calls, should they occur.

Telephone Preference Scheme (TPS)

The Telephone Preference Service is a central register which your name can be placed on, for free, if you don't want to receive sales and marketing phone calls. We've outlined details of this in our telephone nuisance call guide. Business customers may be interested in a similar service called CTPS (Corporate Telephone Preference Service). You can get more information on both of these at tpsonline.org.uk.

Fax Preference Scheme (FPS)

A similar service to the TPS is available for businesses and customers who don't wish to receive unsolicited sales and marketing faxes. Details on the Fax Preference Scheme (FPS) and how to register can be found at www.fpsonline.org.uk/fps/.

As mentioned above it's your responsibility to make sure you understand the charges associated with each call you make. This especially applies to Premium Rate Numbers (numbers starting with 09xx) and Number Translation Services (numbers starting with 08xx).

You can find details of our call charges for home phone services in our tariff guide. And you can find details of our call charges for mobile services in our mobile price guide.

If you have any queries regarding either of these number types you may find the following information useful:

PhonepayPlus - the industry regulator for Premium Rate Numbers

PhonepayPlus is the industry funded body for all premium rate charged telecommunication services. PhonepayPlus protect consumers through its code of practice which regulates all aspects of Premium Rate Number Services. They deal specifically with:

  • numbers beginning with 090 or 091
  • directory enquiry (DQ) services operating on numbers beginning with 118
  • reverse-billed SMS (you're charged for the receipt of messages) containing content operating on shortcodes. Shortcodes have 4 or 5 digits and start with 8, 6 or 2 (SMS stands for short message service).

If you think a particular service falls within PhonepayPlus' remit, you can submit a complaint to them. There are various ways of submitting your complaint but before you do, we recommend that you use their online number-checking facility for instant information about the number in question. After that, you can use one of the following ways:

  • use their online complaint form
  • call their free helpline on 0300 30 300 20 from 9.30am-5pm, Monday-Friday.

Some services require you to subscribe. That means they might charge you a monthly subscription fee or send you a number of chargeable messages every month.

Before you subscribe to a premium rate service, you should be sent a free welcome message which contains useful information. It includes charges for the service and how to unsubscribe. If you want to terminate the service, or you've subscribed to a service mistakenly, you can send the word ‘STOP' to the shortcode. When you've done that, you shouldn't receive any more chargeable messages. You should always be given the contact details of the company and the cost of the service before using it. If you've got a query, a complaint, you haven't received the service or want a refund, you should contact the third party providing the subscription service directly.

Ofcom have set out rules to stop mobile phone service providers using underhand sales and marketing activities. They're called General Condition 23 (GC23). You can read how we comply with them in our General Condition 23 Policy.

We also strive to follow the rules set out in GC23 when we sell our broadband and other services. And we also adhere to the rules in General Condition 22 (GC22) that prevent mis-selling or slamming of a phone or broadband service (where someone tries to transfer a phone or broadband service to another phone company without the customer's knowledge or consent).

You can view GC22 as a PDF by clicking here. You can view GC23 as a PDF by clicking here.

If you can't access these documents, we'll send you printed copies free of charge if you get in touch with us.

We give our people the right training to make sure you're sold the right product and you know exactly what you're buying. All our sales people follow these rules and regulations to make sure you're protected.

You can see details of the services, tools and accessibility options we offer disabled customers here.