Skip to main content

Your basket

Monthly payment

  • a month for months, then
  • months contract
  • no annual contract

Monthly payment total

£xx

One-off payment

One-off payment total

£xx

Included with your package

Summary

Monthly payment

    One-off payments

    Plusnet Reward Card** to say thanks for signing up
    Amazon gift card to say thanks for signing up
    Cashback to say thanks for signing up
    Today's payment
    Today's payment

    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:  April - June 2021

    Broadband and Home Phone

    Customers who experienced a loss of their phone or broadband service

    3.47%

    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.

    Date % affected
    April - June (2021) 3.47%
    Jan - March (2021) 3.97%
    Oct - Dec (2020) 3.84%
    July - Sept (2020) 4.03%
    April - June (2020) 2.80%

    Average days to restore lost phone or broadband service

    3.9 days

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

    Date Days
    April - June (2021) 3.9 days
    Jan - March (2021) 4.5 days
    Oct - Dec (2020) 4.7 days
    July - Sept (2020) 4.7 days
    April - June (2020) 3.8 days

    Customer Service

    Average time to answer the phone

    62 seconds

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

    Date Time (seconds)
    April - June (2021) 62 seconds
    Jan - March (2021) 280 seconds
    Oct - Dec (2020) 365 seconds
    July - Sept (2020) 418 seconds
    April - June (2020) 259 seconds

    Contacts answered in the UK

    100%

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

    Date % answered
    April - June (2021) 100%
    Jan - March (2021) 100%
    Oct - Dec (2020) 100%
    July - Sept (2020) 100%
    April - June (2020) 100%

    Orders completed within 21 days

    79.8%

    Percentage of orders completed within 21 days.

    Date % completed
    April - June (2021) 79.80%
    Jan - March (2021) 77.41%
    Oct - Dec (2020) 79.89%
    July - Sept (2020) 80.35%
    April - June (2020) 85.80%

    Engineer appointments attended on time

    98.6%

    Proportion of appointments attended within the designated slot.

    Date % on time
    April - June (2021) 98.60%
    Jan - March (2021) 97.64%
    Oct - Dec (2020) 98.15%
    July - Sept (2020) 98.12%
    April - June (2020) 98.80%

    Was this article helpful?

    Can’t find the answer to your question?