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Quality of Service

At Plusnet we believe in being straightforward and honest. We want you to know exactly how we're performing so we can work hard to make Plusnet even better. From answering your calls to repairing your faults, here's how we've been doing over the last few months.

How we performed July - September

Broadband and Home Phone

  • Customers who experienced a loss of their phone or broadband service 03.2% Show details Hide details

    Customers who experienced a loss of their phone or broadband service

    Proportion of customers who, at some point in the specified 3 month period, have been unable to use their broadband or home phone service, for which we have raised a fault with our supplier.

    • 3.4
    • 1.7
    • 0
    • 2.8%
    • 2.8%
    • 3.1%
    • 3.2%
    • Oct - Dec
    • Jan - March
    • April - June
    • July - Sept
    20172018
  • Average days to restore lost phone or broadband service 03.2 days Show details Hide details

    Average days to restore lost phone or broadband service

    Days between the raising of the fault and our suppliers informing us that they have cleared the fault.

    • 3.6
    • 1.8
    • 0
    • 3.5 days
    • 3.5 days
    • 3.2 days
    • 3.2 days
    • Oct - Dec
    • Jan - March
    • April - June
    • July - Sept
    20172018

Customer Service

  • Average time to answer the phone 0435 seconds Show details Hide details

    Average time to answer the phone

    The time a customer is on hold before their call is answered.

    • 567
    • 284
    • 0
    • 498 seconds
    • 271 seconds
    • 255 seconds
    • 435 seconds
    • Oct - Dec
    • Jan - March
    • April - June
    • July - Sept
    20172018

    Average time to answer the phone now includes calls about Plusnet Mobile

  • Contacts answered in the UK 0100% Show details Hide details

    Contacts answered in the UK

    The proportion of calls, online chats, and tickets answered in UK call centres.

    • 100
    • 50
    • 0
    • 100%
    • 100%
    • 100%
    • 100%
    • Oct - Dec
    • Jan - March
    • April - June
    • July - Sept
    20172018
  • Orders completed within 21 days 080.0% Show details Hide details

    Orders completed within 21 days

    Percentage of orders completed within 21 days.

    • 84.2
    • 42.1
    • 0
    • 77.6%
    • 82.0%
    • 79.3%
    • 80.0%
    • Oct - Dec
    • Jan - March
    • April - June
    • July - Sept
    20172018
  • Engineer appointments attended on time 099.2% Show details Hide details

    Engineer appointments attended on time

    Proportion of appointments attended within the designated slot.

    • 99.6
    • 49.8
    • 0
    • 98.9%
    • 98.5%
    • 99.0%
    • 99.2%
    • Oct - Dec
    • Jan - March
    • April - June
    • July - Sept
    20172018