Plusnet Code of Practice

Ofcom (the Office of Communications), the industry’s regulator, requires companies who provide phone and Internet service to produce a code of practice for residential customers (also called consumers) and small businesses (being ‘businesses with ten or fewer employees’). Our code is set out in detail below.

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, phone and fibre services throughout most of the UK. With over 15 years of experience we know what makes the best balance of cost, features and support and aim to do you proud.

We're committed to offering the highest levels of service within our industry; therefore you can be assured that we take all customer issues seriously.

Nothing within this Code of Practice forms or is intended to form any contract between you and Plusnet. The products and services described within this document may not always be available, and may change from time to time. Our standard Terms and Conditions and Price Guide apply to the product or services available. Nothing in this Code of Practice affects your legal rights.

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

You can also contact 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 will aim to respond to you within 5 working days.

We are able to provide support to our hearing and speech-impaired customers via TypeTalk's text relay service. In addition, we can provide our Terms and Conditions and this Code of Practice in alternative formats (large print and Braille) for blind and partially sighted customers.

We may monitor or record online chats or calls made to or from our Support Team. We do this for training purposes, to improve the quality of our customer support, and to comply with Ofcom regulations.

Whilst we aim to deliver a high level of customer satisfaction we acknowledge that from time-to-time problems do occur. 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 consumers. For our latest offers please visit our website.

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.

General

Further information on any minimum terms that apply to our broadband and phone services can be found at our About your contract length guide.

All our services are subject to our Terms and Conditions and Acceptable Use policy.

Our Terms and Conditions for Plusnet Residential Services or Plusnet Business Services (depending on whether you’re a residential or business customer) set out what we’ve both contractually agreed to do. In addition, we’ll comply with all applicable legislation and take these obligations very seriously, as they ensure that the needs and demands of our customers are met and that we continue to deliver great service.

Repair and Maintenance

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.

Please note: 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, a call out charge may be payable by you.

If you suffer a fault we’ll offer 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.

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.

Service Reliability

We will always try and provide you with an uninterrupted service but you may 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.

Billing and Payment

Our standard prices and call charges are set out in our Price Guide (or Charges Schedule for business customers) and Tariff Guide.

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 you (including any additional charges detailed within the relevant Terms and Conditions or within our Price guide or Charges Schedule, if you’re a business customer). If you or we find a mistake on your bill, you'll be credited accordingly. However if we've no reasonable grounds to believe a call didn't originate from your home phone or 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 service as you're liable for the cost of any calls originating from your phone line.

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. You'll be notified via email prior to your scheduled billing date of any charges to be applied.

Payment

We expect all our customers to adhere to the payment terms within our 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'll be liable to pay a re-activation and administration charge, where applicable.

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 refer to our Billing guide.

Leaving us

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 cancellation policy also provides guidance if you want to leave us.

Customer Confidentiality

We take the security of our websites and your data extremely seriously. As such, we have a Privacy Policy in place that's designed to protect you as our customer.

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 www.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 elsewhere in this Code of Practice 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) which are outlined within our call tariff.

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 methods:

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

Sometimes, customers tell us they’ve been transferred to another phone company without their knowledge or consent. It’s a mischievous practice also known as mis-selling or slamming.

Ofcom introduced rules to stop underhand sales and marketing activities called "general condition 22” or “GC22”. This applies to home and small business phone customers, and explains the rules communications providers should stick to as well as giving Ofcom the power to act when they don’t.

You can view GC22 as a PDF by clicking here.

If you can’t access the document, we’ll send you a printed copy free of charge. If you’re a home phone customer, contact our Customer Service team who will be able to help.

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.

If you have a disability, we offer the services outlined below to help you keep in touch more easily. If you wish to discuss any special requirements please contact our Support Team and we will try to help you.

Free Directory Enquiries Service

If you find the BT phone book difficult to hold, handle or read you can apply for a free directory enquiry service. If a call is connected via this service, the call will be charged as per our standard call tariff. To request an application form call 0800 587 0195 and ask for the registration team. Their hours of opening are Monday to Friday 9am to 4.30pm.

Text Relay

We also provide a Text Relay service that allows those with text phones to make calls to people using a standard voice phone. By using the appropriate Text Relay access code (as shown below) an Operator will help translate the call between the text and voice users. Text Relay calls will appear on your bill as an Operator Call. Calls made using this service are charged at the standard rate. To use Text Relay simply dial the following codes:

  • 18001 before the full national number if you're a textphone user
  • 18002 before the full national number if you're using a standard phone to call a textphone
  • 18000 to dial the emergency services from a text phone - there's no need to dial 999