British Isles with heart

We're in this together

Due to the Coronavirus outbreak it's likely we'll be extra busy if you contact us. Instead, get quick access to your services at My Account.

Last updated 23/03/2020

Keeping you connected

We know you’re relying on us more than ever at the moment, and the need to stay connected has never been more important for work and your health and wellbeing. We’re busy working hard to keep things ticking along as usual and keep you online. We’re also making sure we keep our people safe too – so we may have fewer people answering calls and answering questions on social media.

Our network

Our network is key to keeping you connected and is built to support the ‘evening peak’, when most of you are watching Netflix whilst doing the online shop, and the kids are on TikTok. This roughly amounts to at least ten times the typical daytime demand, so we’re confident that we can keep you doing things you need to, when you want to do them.

What we can do to help you

We only sell unlimited broadband plans, so being online more is not a problem. You might have one of our older broadband plans with capped usage, but don’t worry you won’t get any additional data charges during this time. And we’ll let you know if this changes.

We know that the need to stay safe might mean some customers will face difficulties paying bills at the moment, especially those who run small businesses. If you get in touch we will try and help to make things a little easier to manage, and don’t worry if it takes a little longer to get through to us – calls to our customer service teams are free.

Keeping our people safe

We know what a critical time this is to keep everyone connected. So we’re still asking our people to come into our contact centres if they’re healthy and able, but only where absolutely necessary to keep things running for you. We’re doing everything we can to look after our people at all of our sites by:

  • asking our people to remain vigilant and to protect themselves by strictly following personal hygiene measures
  • increasing cleaning services in our buildings
  • building in social distancing wherever possible in our centres, having people sit and work further apart
  • paying our people fully, even if they need to isolate, giving them the security to make the right decisions for their health and the health of their loved ones
  • stopping all travel between our sites

Keeping you safe online

Finally, it’s important to know there are people out there who are trying to use coronavirus as a way to scam people, with phones calls and sending text messages and emails that may look like they are from Plusnet.

Don’t click on any links that you’re unsure about. We’ve got lots of help and advice at our Stay Safe Online FAQs.

If you have a Plusnet landline, you can set up Plusnet Call Protect for free, to stop unwanted or nuisance calls.

Check our guide to nuisance calls.

You're in control

Over the next few weeks and months we hope to keep any disruption to a minimum.

However, we know that things are probably going to get busy in our call centres and on social media. When that happens it could be easier and quicker for you to get help online – at a time to suit you. Did you know that you can control a lot of things to do with your service at My Account?

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