Support for Plusnet customers with additional needs
Select an option for more information.
Help managing your account
Register your additional needs
Ways we can help you manage your account
Let us know if you have any additional needs. The information you share will be used to support you when you communicate with us, and when we communicate with you in future.
Once you’ve registered your additional needs with us, we can:
- help make things easier when you contact us
- help you get the best value for money for your Plusnet service
Login to My Account and register your additional needs
Or get in touch on 0330 123 9123
To make a textphone call using the Relay UK service, dial 18001 in front of our number 0330 123 9123.
We want to make sure you always get the information you need in a way that's easy for you to use and understand.
If you need your bills and other important documents in an alternative format we have the following options:
Braile 2
Large print
Audio
We provide audio information on CDs or in a format compatible with an MP3 player
To arrange your communications in an alternative format please contact our customer support team on 0330 1239 123
Or login to My Account and register your additional needs online.
To sign up for this service, you'll need to complete an application form, which will need counter signing by a medical professional. To request a form, call 0800 587 0195 and ask to speak with the registration team, whose opening hours are 9am to 4.30pm, Monday to Friday. Please note: this service is not provided by Plusnet.
Once signed up, all you need to do is dial 195 and you can speak to an operator who'll find the number you require. You can also ask to be connected directly to the number you wish to call. If you are connected by the operator, you will be charged for the call in accordance with your normal Plusnet call package. In other words, you won't be charged more than normal for using this service.
The easiest way to ensure you don't miss a payment is to pay your bills by Direct Debit. This way you'll never need to worry about missing a bill. However, we appreciate that some customers prefer to pay with a credit or debit card.
In exceptional circumstances, like a long stay in hospital, we know that anyone can accidentally forget to pay a bill. Therefore, we offer various ways for someone else to manage bills on your behalf if your personal circumstances change, whether temporarily or on a permanent basis.
We have a scheme in place to prevent service interruption should you be unable to make a payment due to, for example, a long stay in hospital or a change in circumstances. You can nominate a friend or relative (a nominee) who we will contact should there be a payment outstanding on the account. We would attempt to contact the nominee before any service restrictions are applied, and that nominee will be authorised to make a payment on your account. In order to add a nominee, please fill in the Protected Services Scheme application form (pdf 102KB) and send it in to us or, if you are unable to print the form, please contact our support team on 0330 1239 123 to request one.
You can nominate up to two people to manage your account. They can manage your bills, make payments, contact us about faults and ask questions about the account.
Authorised users cannot close the account, accept additional charges on your behalf or make any changes to your contract.
To set up an authorised user for your account just give us a call on 0330 1239 123 or login to My Account and register your additional needs online.
There may be times when you need someone to manage your affairs for you. A Power of Attorney shortened to PoA, is a legal document which gives someone else, known as the attorney, legal authority to make decisions and act on your behalf. If you have a PoA we'll treat them as the account holder, which means you'll no longer be able to manage your account.
Select an option to find out more about the types of PoA we accept, and the proof we need.
Please note we're unable to accept other types of PoA. You can find out more information on PoA including other types of PoA on Ofcom's website.
If you have a power of attorney you can send a copy by post or email.
Send a photocopy by post to:
Plusnet Plc
Endeavour
Sheffield Digital Campus
1a Concourse Way
Sheffield
S1 2BJ
Email a scanned copy to:
postroom@plus.net
We do our best to keep all our services up and running at all times. However, it's not possible to guarantee a completely fault-free service and occasionally, we know that some customers may experience problems with their service.
For customers who are dependent on their services, if you report a landline or broadband fault, and you let us know you rely on the service for health or mobility reasons, we'll prioritise the repair.
If you register as disabled and/or vulnerable with Plusnet then you may be entitled to priority fault repair. We can only provide the service to those who need it most, so if you tell us about any disabilities or vulnerabilities we can assess if we're able to offer you the service.
You can let us know about any disabilities or vulnerabilities by calling 0330 1239 123 or by logging into My Account and registering your additional needs.
If you have any questions about our priority fault repair scheme, please contact our customer support team on 0330 1239 123.
Get the most out of your devices
Accessibility features that work for you
Getting the most out of your devices
If you’d like additional help for you or someone you know, the Global Accessibility Reporting Initiative, known as GARI, is a project designed to help you find the right product with features that work for you.
It’s based in the USA, however does include many products available in the UK. Learn about phones, tablets, apps, smart TVs and wearable technology, like watches.
AbilityNet’s free interactive tool My Computer My Way offers step-by-step guides to the accessibility features built into every desktop computer, laptop, tablet and smartphone.
The latest mobile devices come with a range of features and settings designed to support different needs. To find out what’s available on your phone or tablet, check the manufacturer’s website.
Manufacturer accessibility information:
Here’s some key accessibility features for mobiles, tablets and home phones, which customers with impairments may find useful:
Hearing impairments
Features which may benefit deaf or hard of hearing customers include:
- hearing aid compatibility - phone calls can be transmitted to a hearing aid via an induction loop
- a vibrating alert or a flashing light on the screen - so you can feel or see when someone's calling you
- haptic feedback - when you press any key, the phone vibrates, so you don't accidentally call someone
- volume control - so the other person is loud enough for you to hear as well as possible
- a variety of ringtones - so you can choose one that you can hear best
- the Relay UK app - this allows you to call people with the help of a Relay Assistant
- video calling, so you can see the caller as you chat
- the InterpretersLive! app - this is a service which enables deaf people to make and receive calls via a British Sign Language interpreter
Visual impairments
Features which may benefit blind or partially sighted customers include:
- screen reader – announces on screen text, images and functions to help you interact with content
- text reader – so you can hear the text on the screen
- adjustable contrast – to help make text easier to read
- adjustable font size – in case you want larger letters
- voice commands – so you can control your phone by talking to it
- haptic feedback – this means that when you press a key, the phone vibrates
- audio feedback – so you can hear instructions
- back-lit keypad – in case the light is poor
- large, clear, screen display and voice calling – to cut down on how much you have to read
- audible battery indicator – so you can hear when your battery is running low
- button 5 – most home phones have a raised dot on button 5 to help navigate the keypad
Physical or motor impairments
Features which may benefit people with physical or motor impairments include:
- larger buttons or a touchscreen - if you find it difficult to handle a phone or operate the keypad
- a rubber case - this makes the phone easier to grip and provides extra protection if it's dropped
- voice dialling - so you don't have to use your fingers to dial
- voice-controlled personal assistants - access the Internet with your voice rather than using your fingers
- memory buttons - store the numbers you call most often and ring them by pressing one or two buttons, without the need to remember the whole number
- pre-dial check – shows the number entered on your home phone, so you can check you're dialling the right one
- two-way recording - lets you record your conversations on your home phone to make sure you didn't miss anything, and to remind you of what was said in the call
- emergency button - some home phones have a built-in emergency button, which you can use to call for help in an emergency
Ways to stay in touch
Services to help you stay connected
Ways to stay in touch
This service is designed to help customers use a phone where they have difficulty hearing or speaking. It's effectively a transcription service, which converts voice-to-text and text-to-voice, with the help of a specially trained relay assistant.
If you struggle with hearing, a relay assistant will type what the other person is saying, so that you can read their words in real time. If you have difficulty speaking on the phone, a relay assistant will speak the words you type, so the other person can hear your words in real time.
How does Relay UK work?
Relay UK, previously known as Next Generation Text (NGT), or just ‘text relay’, is available 24 hours a day, 365 days a year.
Simply install the free Relay UK App to your smartphone, tablet, laptop or PC, so that you can use Relay UK wherever you have an internet connection. If you prefer, you can also still use a traditional textphone to make calls – whatever device you’re using, just dial 18001 before the number you want to call to access the service.
Cost of Relay UK
All you pay are your normal call charges – you pay nothing to use the service itself.
We know that relay calls can take longer than a normal voice call, so we make adjustments to your call charges to make sure that you aren't out of pocket.
Need more help?
Relay UK is not a service provided directly by Plusnet. To find out lots about the options available and how to use the service, we recommend that you visit the Relay UK website.
You can also contact our customer support team on 0330 1239 123.
We’re delighted to enable British Sign Language users to contact us using a British Sign Language video interpreter, via the InterpretersLive! service, provided by Sign Solutions.
Service availability
The InterpretersLive! service is available on-demand 7 days a week between 08:00-00:00 via the StarLeaf app.
The Plusnet customer support team are here to help.
- Monday to Friday - 8am to 8pm
- Saturday - 9am to 7pm
- Sunday - 9am to 6pm
You can also pre-book BSL Video Interpreters and other types of remote communication support for anytime and anywhere via any video platform.
Using the service
If you're Deaf and need the support of a British Sign Language (BSL) interpreter, contact us by visiting the InterpretersLive! service.
Support
Contact Sign Solutions for further help, FAQs or to provide feedback on the service.
Privacy
Sign Solutions providers of InterpretersLive! Are certified ISO 27001 and ISO 9001, all data is processed and held securely.
Emergency SMS
The emergency SMS service is there for people who struggle to speak on the phone, so they can alert the emergency services without needing to call them.
The emergency SMS service lets deaf, hard of hearing and speech-impaired people in the UK send an SMS text message to the UK 999 service where it will be passed to the police, ambulance, fire rescue, or coastguard.
How to register
Before you can use the service you need to register your mobile phone by sending the word register in an SMS text message to 999.
You'll then get the following SMS message about the service:
After reading ALL this message, SEND THE WORD 'YES' TO 999 TO COMPLETE YOUR REGISTRATION - otherwise your phone isn't registered. In an emergency, you will know your message has been received ONLY when you get a reply from an emergency service; until then try other methods. Full details, Terms & Conditions are available at www.relayuk.bt.com
When you've read the message, reply by texting yes to 999 and you'll then get a message telling you that your mobile phone is registered or if there’s a problem with your registration.
For more details visit www.relayuk.bt.com
Ways we can help you manage your account
Let us know if you have any additional needs. The information you share will be used to support you when you communicate with us, and when we communicate with you in future.
Once you’ve registered your additional needs with us, we can:
- help make things easier when you contact us
- help you get the best value for money for your Plusnet service
Login to My Account and register your additional needs
Or get in touch on 0330 123 9123
To make a textphone call using the Relay UK service, dial 18001 in front of our number 0330 123 9123.
We want to make sure you always get the information you need in a way that's easy for you to use and understand.
If you need your bills and other important documents in an alternative format we have the following options:
Braile 2
Large print
Audio
We provide audio information on CDs or in a format compatible with an MP3 player
To arrange your communications in an alternative format please contact our customer support team on 0330 1239 123
Or login to My Account and register your additional needs online.
To sign up for this service, you'll need to complete an application form, which will need counter signing by a medical professional. To request a form, call 0800 587 0195 and ask to speak with the registration team, whose opening hours are 9am to 4.30pm, Monday to Friday. Please note: this service is not provided by Plusnet.
Once signed up, all you need to do is dial 195 and you can speak to an operator who'll find the number you require. You can also ask to be connected directly to the number you wish to call. If you are connected by the operator, you will be charged for the call in accordance with your normal Plusnet call package. In other words, you won't be charged more than normal for using this service.
The easiest way to ensure you don't miss a payment is to pay your bills by Direct Debit. This way you'll never need to worry about missing a bill. However, we appreciate that some customers prefer to pay with a credit or debit card.
In exceptional circumstances, like a long stay in hospital, we know that anyone can accidentally forget to pay a bill. Therefore, we offer various ways for someone else to manage bills on your behalf if your personal circumstances change, whether temporarily or on a permanent basis.
We have a scheme in place to prevent service interruption should you be unable to make a payment due to, for example, a long stay in hospital or a change in circumstances. You can nominate a friend or relative (a nominee) who we will contact should there be a payment outstanding on the account. We would attempt to contact the nominee before any service restrictions are applied, and that nominee will be authorised to make a payment on your account. In order to add a nominee, please fill in the Protected Services Scheme application form (pdf 102KB) and send it in to us or, if you are unable to print the form, please contact our support team on 0330 1239 123 to request one.
You can nominate up to two people to manage your account. They can manage your bills, make payments, contact us about faults and ask questions about the account.
Authorised users cannot close the account, accept additional charges on your behalf or make any changes to your contract.
To set up an authorised user for your account just give us a call on 0330 1239 123 or login to My Account and register your additional needs online.
There may be times when you need someone to manage your affairs for you. A Power of Attorney shortened to PoA, is a legal document which gives someone else, known as the attorney, legal authority to make decisions and act on your behalf. If you have a PoA we'll treat them as the account holder, which means you'll no longer be able to manage your account.
Select an option to find out more about the types of PoA we accept, and the proof we need.
Please note we're unable to accept other types of PoA. You can find out more information on PoA including other types of PoA on Ofcom's website.
If you have a power of attorney you can send a copy by post or email.
Send a photocopy by post to:
Plusnet Plc
Endeavour
Sheffield Digital Campus
1a Concourse Way
Sheffield
S1 2BJ
Email a scanned copy to:
postroom@plus.net
We do our best to keep all our services up and running at all times. However, it's not possible to guarantee a completely fault-free service and occasionally, we know that some customers may experience problems with their service.
For customers who are dependent on their services, if you report a landline or broadband fault, and you let us know you rely on the service for health or mobility reasons, we'll prioritise the repair.
If you register as disabled and/or vulnerable with Plusnet then you may be entitled to priority fault repair. We can only provide the service to those who need it most, so if you tell us about any disabilities or vulnerabilities we can assess if we're able to offer you the service.
You can let us know about any disabilities or vulnerabilities by calling 0330 1239 123 or by logging into My Account and registering your additional needs.
If you have any questions about our priority fault repair scheme, please contact our customer support team on 0330 1239 123.
Getting the most out of your devices
If you’d like additional help for you or someone you know, the Global Accessibility Reporting Initiative, known as GARI, is a project designed to help you find the right product with features that work for you.
It’s based in the USA, however does include many products available in the UK. Learn about phones, tablets, apps, smart TVs and wearable technology, like watches.
AbilityNet’s free interactive tool My Computer My Way offers step-by-step guides to the accessibility features built into every desktop computer, laptop, tablet and smartphone.
The latest mobile devices come with a range of features and settings designed to support different needs. To find out what’s available on your phone or tablet, check the manufacturer’s website.
Manufacturer accessibility information:
Here’s some key accessibility features for mobiles, tablets and home phones, which customers with impairments may find useful:
Hearing impairments
Features which may benefit deaf or hard of hearing customers include:
- hearing aid compatibility - phone calls can be transmitted to a hearing aid via an induction loop
- a vibrating alert or a flashing light on the screen - so you can feel or see when someone's calling you
- haptic feedback - when you press any key, the phone vibrates, so you don't accidentally call someone
- volume control - so the other person is loud enough for you to hear as well as possible
- a variety of ringtones - so you can choose one that you can hear best
- the Relay UK app - this allows you to call people with the help of a Relay Assistant
- video calling, so you can see the caller as you chat
- the InterpretersLive! app - this is a service which enables deaf people to make and receive calls via a British Sign Language interpreter
Visual impairments
Features which may benefit blind or partially sighted customers include:
- screen reader – announces on screen text, images and functions to help you interact with content
- text reader – so you can hear the text on the screen
- adjustable contrast – to help make text easier to read
- adjustable font size – in case you want larger letters
- voice commands – so you can control your phone by talking to it
- haptic feedback – this means that when you press a key, the phone vibrates
- audio feedback – so you can hear instructions
- back-lit keypad – in case the light is poor
- large, clear, screen display and voice calling – to cut down on how much you have to read
- audible battery indicator – so you can hear when your battery is running low
- button 5 – most home phones have a raised dot on button 5 to help navigate the keypad
Physical or motor impairments
Features which may benefit people with physical or motor impairments include:
- larger buttons or a touchscreen - if you find it difficult to handle a phone or operate the keypad
- a rubber case - this makes the phone easier to grip and provides extra protection if it's dropped
- voice dialling - so you don't have to use your fingers to dial
- voice-controlled personal assistants - access the Internet with your voice rather than using your fingers
- memory buttons - store the numbers you call most often and ring them by pressing one or two buttons, without the need to remember the whole number
- pre-dial check – shows the number entered on your home phone, so you can check you're dialling the right one
- two-way recording - lets you record your conversations on your home phone to make sure you didn't miss anything, and to remind you of what was said in the call
- emergency button - some home phones have a built-in emergency button, which you can use to call for help in an emergency
Ways to stay in touch
This service is designed to help customers use a phone where they have difficulty hearing or speaking. It's effectively a transcription service, which converts voice-to-text and text-to-voice, with the help of a specially trained relay assistant.
If you struggle with hearing, a relay assistant will type what the other person is saying, so that you can read their words in real time. If you have difficulty speaking on the phone, a relay assistant will speak the words you type, so the other person can hear your words in real time.
How does Relay UK work?
Relay UK, previously known as Next Generation Text (NGT), or just ‘text relay’, is available 24 hours a day, 365 days a year.
Simply install the free Relay UK App to your smartphone, tablet, laptop or PC, so that you can use Relay UK wherever you have an internet connection. If you prefer, you can also still use a traditional textphone to make calls – whatever device you’re using, just dial 18001 before the number you want to call to access the service.
Cost of Relay UK
All you pay are your normal call charges – you pay nothing to use the service itself.
We know that relay calls can take longer than a normal voice call, so we make adjustments to your call charges to make sure that you aren't out of pocket.
Need more help?
Relay UK is not a service provided directly by Plusnet. To find out lots about the options available and how to use the service, we recommend that you visit the Relay UK website.
You can also contact our customer support team on 0330 1239 123.
We’re delighted to enable British Sign Language users to contact us using a British Sign Language video interpreter, via the InterpretersLive! service, provided by Sign Solutions.
Service availability
The InterpretersLive! service is available on-demand 7 days a week between 08:00-00:00 via the StarLeaf app.
The Plusnet customer support team are here to help.
- Monday to Friday - 8am to 8pm
- Saturday - 9am to 7pm
- Sunday - 9am to 6pm
You can also pre-book BSL Video Interpreters and other types of remote communication support for anytime and anywhere via any video platform.
Using the service
If you're Deaf and need the support of a British Sign Language (BSL) interpreter, contact us by visiting the InterpretersLive! service.
Support
Contact Sign Solutions for further help, FAQs or to provide feedback on the service.
Privacy
Sign Solutions providers of InterpretersLive! Are certified ISO 27001 and ISO 9001, all data is processed and held securely.
Emergency SMS
The emergency SMS service is there for people who struggle to speak on the phone, so they can alert the emergency services without needing to call them.
The emergency SMS service lets deaf, hard of hearing and speech-impaired people in the UK send an SMS text message to the UK 999 service where it will be passed to the police, ambulance, fire rescue, or coastguard.
How to register
Before you can use the service you need to register your mobile phone by sending the word register in an SMS text message to 999.
You'll then get the following SMS message about the service:
After reading ALL this message, SEND THE WORD 'YES' TO 999 TO COMPLETE YOUR REGISTRATION - otherwise your phone isn't registered. In an emergency, you will know your message has been received ONLY when you get a reply from an emergency service; until then try other methods. Full details, Terms & Conditions are available at www.relayuk.bt.com
When you've read the message, reply by texting yes to 999 and you'll then get a message telling you that your mobile phone is registered or if there’s a problem with your registration.
For more details visit www.relayuk.bt.com
More ways to get help
Plusnet community
Our customers always have tips to share.
Talk to our community
Contact our team
Message @Plusnet on X (formerly Twitter)
Or call 0330 1239 123
Sign Language service
Contact us using British Sign Language
My Account
Manage your bills, packages and details.
Sign into Broadband