Paying your Plusnet broadband, home phone and TV bill
Bill payment FAQs
When do I get my bill?
You can choose any date from the 2nd to the 28th of the month inclusive to get your bill. Just log in to your account and select the date you'd like.
You can only do this after you've received your first PDF bill, and must do it at least seven days before your next bill is due.
This can only be done once every four months. Once you’ve chosen a date, bills will be taken on that day until you tell us otherwise.
How does my bill work?
For regular payments, like broadband, phone and TV, you pay for the next month in advance. But because we can't know the extra things you might use, like extra broadband usage or phone calls, you'll see them on your bill the month after you've used them.
You can see a breakdown of your bill by going to View Transactions and clicking on the number in the Invoice column.
Where can I see a breakdown of my bill?
Go to View Transactions, where you'll see every payment you've made, how much you paid and when.
To see a breakdown of your phone bill, including calls you've made, go to the Phone Control Panel. You'll need to log in and choose the month you want to check. Then you'll see a list of all your calls and how much each one cost.
If you want more details about any of your bills, click on the number in the Invoice column. And you can print your bill from there, if you need to.
You can also watch our handy video for more help on how to check your bill.
Having trouble figuring out your bill? Take a look at a sample bill to see what things mean.
What is a pro rata bill charge?
You'll see a pro rata charge on your bill when you've signed up part-way through a billing month.
Sounds a bit formal, but in no-nonsense terms, it's simply a charge for part of the amount of your bill.
How is a pro rata charge worked out?
A pro rata charge is based on the number of days between your sign-up date and your billing date.
We charge for our services per month. If you signed up mid-month, we wouldn't charge you for the full month.
Let's say you signed up on the 18th September. We'll work out what you owe us based on the number of days from the point you signed up (from the 18th September) and your next billing date.
You may also see a pro rata charge on your bill if we set up your broadband and Home Phone one after the other (they didn't activate on the same day).
Take a look at our super helpful How Does My Bill Work video which shows you everything you need to know in 52 seconds.
How can I pay my bill?
You can pay by Direct Debit, credit card or debit card. Here's what you need to know before you decide which option to take:
- Pay monthly
- An easy way to ensure you never miss a payment
- No need to update your account details once it's set up
- You'll need to have enough money in your account when your payment is due
Credit or debit card
- Pay with Visa, Delta, Electron, MasterCard, Switch or Maestro.
- Pay monthly or make one-off payments.
- You'll need to keep your card details up to date (we'll remind you when it's about to expire).
When does the money leave my account?
If you pay by Direct Debit, the money usually leaves your account five working days after the date you get your bill. We'll send you an email to let you know.
If you pay by debit or credit card, the money leaves your account on your invoice date. It might take a few hours for your bank to update your statement.
What do I see on my bank statement?
If you're paying by Direct Debit, your reference looks a bit like this: PLUS12345-1. It's made up of these three parts:
- your provider, e.g. 'PLUS' or 'PNET'
- your 'service ID', which you can see at the top of your bill
- a hyphen and a single double-digit number.
If you pay by debit or credit card, your reference is the same as the invoice number on your bill.
Can I change my payment details?
Yes. You can do that by going to Payment Details and logging in to your account.
Can I change my bill date?
Yes you can, but you'll need to wait for your first bill in the new PDF format first. After that, you can sign into the Member Centre and choose the date you want.
- You'll need to do this at least seven days before your next bill is due.
- You can only change your billing date once within four months.
- Once you've done this, we'll bill you on that date every month until told otherwise.
What if there's a problem with my bill?
If you think you won't be able to pay your bill or the amount you've got to pay is wrong, get in touch with us.
What happens if I miss a payment?
This can happen if your payment card has expired, you don't have enough money in your account, or there's a problem with your Direct Debit. Check your payment details here to make sure everything is up to date.
If a payment fails, we'll email or text you to let you know. The next time you go online you'll be taken to a payment page. If you still don't pay, we'll remind you again after five, and then ten, days.
If you still haven't paid after 14 days, your internet access will be limited to our payment page, and your next phone call will come to us. A call bar charge of £5.76 will be added to your outstanding balance, along with a £7.50 administration charge. You'll still be able to call the emergency services.
After 49 days of non-payment, we will close your account. If you're in your contract, you'll have to pay an extra charge for ending it early.
How can I pay a bill that's overdue?
- Log in to your account, where you'll see a page showing how much you need to pay and when it was due.
- Pay the way you usually do, or make a one-off payment with a different card. If you pay with a different card, we'll ask if you'd like to save that new card's details to use again.
- Go to www.plus.net/pay
- Pay by card and set up a Direct Debit for your next month's bill. You cannot pay by Direct Debit online but you can call in and pay with your existing details.
If your payment is over 14 days late and you can't use your broadband or phone you won't be able to use them again until your late payment has gone through. You'll still be able to call the emergency services.
I'm worried about giving you my bank or card details – is Plusnet secure?
Don't worry, your details are safe with us. We use security systems like Verified by Visa and MasterCard SecureCode. When you set up your payment details, these systems keep your card payments password-protected so that no one else can get to them. And whenever we use your details, we protect them by using a Secure Socket Layer (SSL) connection.
Check our guide about safe online shopping if you want to find out more about what to check when you make a purchase online.