Plusnet Home

Domestic landline


  • Enquiries 0800 432 0200 or 0345 140 0200
  • UK call centres: YES
  • Live webchat: YES
  • Forum: YES
  • Facebook page: YES complaints seem to get reaction quickly!


  • Part of BT group
  • Market share/ number of customers:~750,000
  • switching to Plusnet . Clear steps identified, but no time frame indicated
  • Average time for new line installation: No clear steps identified and no time frame
  • Existing customer incentives: Discounts available for renewing contracts
  • No minimum contract option available as are 12 & 18 month contracts
  • Special considerations for vunerable and low income customers: some but limited
  • Nuisance/ malicious call advisors : Clear guidance available online
  • Complaints – Not publicised
  • Customer charter: NO, code of practice
  • 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 queries dealt with within 12 hours, average physical faults repair time ~ 4 days
  • Moving home: 10 working days notice required, connection charges depend on type of move (contact customer services)
  • Aim to have faults looked at within 72 hours
  • Cessation fee

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

  • Faults- cannot find: NONE
  • Compensation/ refunds: NONE
  • Call divert used and any costs of calls credited to bill after fault fixed: NONE

Charges made by Plusnet

  • Returned DD’s £10.00
  • Late payment charge £7.50
  • Pressing 3 on 1471: 15p
  • 12 months line rental paid upfront- non refundable.
  • Installation charges £49.99 for new line,  BT transfer free
  • Paper bills not available
  • Early cancellation charges: YES- £4.80 Weekends , Weekends & Evenings £6.00 Anytime £8.10 monthly early termination.


  • Freephone number, 0800 4320200
  • packages range from £5.99- 9.99 per month HDSL
  • Fibre £15.99-19.99 per month
  • Contract length no contract (30 days) 12 month & 18month- fibre minimum 18 month contract
  • £25 activation charge can be applicable on some packages
  • Router (if required) P & P £5.99
  • Fibre new customers £25 activation fee, free if take up new phone or have existing phone package
  • Low cost/ other areas, package prices can vary up to £7 per month depending on the area you live
  • Home move fee £65
  • Cessation fee (where applicable) £30
  • Extra use charges £5 per 5GB
  • Early terminaton charges HDSL £4.25 essentials plan per month £5.50 for unlimited per month remaining in plan
  • Plusnet can terminate service for no reason giving 10 days notice, most plans require customer to give 30 days notice
  • Plusnet will end contract without charge if , up to 90 days after service is live customer consistently gets lower speeds than quoted and Plusnet have not been able to improve speeds.

NOTES- PLUSNET received Which recommended provider 2013.

Facebook pages do complain of lengthy customer service response times and wait times!

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