Plusnet – Business

Business Phone


  • Business phone enquiries 0800 028 0282 or 0300 123 6123
  • UK call centres: YES
  • Live webchat: YES
  • Facebook page: YES complaints seem to get reaction quickly!
  • Forum-YES


  • Part of BT group
  • Market share/ number of customers:~750,000 (including residential)Will not release numbers of business customers due to data protection??
  • switching to Plusnet :Very clear steps identified, great page on website
  • Average time for new line installation: No clear steps identified and no time frame
  • Existing customer incentives: YES recommend a friend -discounts on monthly bills
  • Minimum contract length- range from rolling monthly to 24 month- ADSL service minimum 12 months for fibre, longer term contracts give best rates
  • Complaints – Not publicised
  • Customer charter: NO, but a strong service ethos written on website
  • Complaints policy:YES, Clear steps identified, with clear time frame for response period
  • Customer service/ complaints record available: SOME- Current waiting time online updated every 3 mins, most ticket queries ( not resolved within first call) dealt with within 18 hours, average physical faults repair time ~ 4 days

Compensation for repair of faults not made when stated/ late installation:

  • Faults given attention within 20 hours, can pay for enhanced care to reduce reaction time
  • Compensation/ refunds: Maximum £20 service credit
  • Call divert used and any costs of calls credited to bill after fault fixed: NONE we could find

Charges made by Plusnet

  • Returned DD’s £10.00
  • Late payment charge £7.50
  • Paper bills not available
  • If using any other method other than DD to pay £1.25
  • Early cancellation charges: Varies dependent on plan from £25 +
  • When fact finding I tried to call Business customer services which states on website is open until 9pm Monday-Friday, lines were closed at 6pm Monday 3rd June 2013
  • Engineer call out if customer found to have fault or an abortive engineer call out £144.00 then hourly rate.
  • Enhanced Care £8.50 per month



  • Customer services 0800 023 2221


  • Minimum contract period 1, 12, 24 month plan dependent
  • UK call centres
  • Free set up for 12 & 24 month contracts (charged £4.99 delivery for router) Are allowed to use own router
  • If using 1 month contract £40 activation charge plus £25 contribution for plusnet’s router. ( if chosen)
  • Plans: ADSL costs £10-24 per month
  • Fibre: £25-43 per month
  • Moving premises: One free move per contract period thereafter £54.17 + VAT
  • Plusnet vary price plans according to low cost areas and areas outside this can increase monthly plans by up to £5 per month
  • Compensation is limited offer service credits up to £20

Charges for Business Broadband

  • Abortive call out charges: £144 or £80 for fibre
  • Ceasing charge if service ceases and customer does not request migration code £25.00
  • Early termination charges : Roughly one months line rental for each remaining month in contract varies from £8-22.75 per month
  • Enhanced care £8.50 per month
  • Non DD payment £1.25 per month

NOTES- PLUSNET received Which recommended provider 2013. 

Facebook pages do complain of problems with customer service wait times, this may be related to domestic customers

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And/or tell us about your experiences with Plusnet business phone/Business Broadband on our forum page.

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