Help us to help you
We’ve tried to make it as easy as possible for you to help yourself on our site, but we’re always up for a chat when you need one. Select the options that suit you and we’ll show you what to do next.
What’s your query about?
For help, try this
Check out our helpful setup and troubleshooting guides in our Broadband support section.
Other useful info
Help with your broadband service.
When will my router arrive?
We'll post your router a few days before your activation date. If your router hasn't arrived, call us on 0800 028 0282.
When can I start using my broadband?
We'll send regular updates about order via email. To get text alerts, add your mobile number to your contact details. Sign in.
If you need any additional help just give us a call on 0800 028 0282.
Have your user name and password handy as it helps us to find your account much faster.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Here's some quick fixes to help with your router and wireless issues:
- If you're having problems with your router check our really helpful router guide.
- For issues with your wireless connections just follow the steps in our WiFi guide.
- Our handy video also takes you through a few simple checks. Troubleshooting video.
Other useful info
See our troubleshooting guide.
The best place to put your router to improve your WiFi signal.
I've got an existing fault and I'd like to an update
Please just sign in to your account and view your open questions for a progress update. Sign in.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
A quick and easy way to check your speed is to go to speedtest.net and run a few tests.
If the results are slower than the estimate we gave you when you first signed up, see our problem-solving tips below.
You can also run a more detailed test at BT Wholesale. Just follow the steps to run a speed test.
Still having an issue? Just report a problem, and our Faults Team will look into this.
Other useful info
Your problem may be due to a known issue in your area.
Here's a few steps to help you get the fastest speed.
Check our guide to help improve your connection speed.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Just go to the Member Centre page and enter your username and password.
If you can't remember your details, you can use the forgotten password or username options.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Still having an issue? Just report a problem, and our Faults Team will look into this for you.
For updates on a fault, log in to your account and view your Open questions.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
To upgrade or renew your contract, just sign in to your account to see all your options. It's that easy.
If you want to chat to one of our advisors about all your options, just give us a call on 0800 028 0282.
Other useful info
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
If you've got a problem with your broadband bill or you're struggling with your payments, just give us a call on 0800 028 0282 and we'll do all we can to help.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Here's a short summary of our service levels for our Business Broadband and Business Fibre packages.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
An account review helps us (and you) to make sure you’re on the right package.
- When you're coming towards the end of your contract we'll email you
- We'll also include options so you’re always on the best deal for your business needs
To get your account review, give us a call on 0800 587 1934.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
We're really sorry to hear you're thinking of leaving us.
We love having you with us, so let's have chat about what we can do to help.
We don't like saying goodbye, but understand if you need to cancel your contract, please call us on 0800 028 0282.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Switching to Plusnet broadband is easy. So easy that, in just a few minutes, you could be ready to receive our award-winning service.
Your new service should be ready to go in just 10 working days, and your current service will keep going until then.
Here's how switching your broadband and phone works:
Step 1. Choose your broadband package
Pick from our great range of packages and features. Check out our fantastic deals for new customers.
Step 2. Sit back and wait
If you've got an active phone line, both your broadband and phone will be switched over in as little as 10 working days from the date of your order.
If your phone line is inactive or you don't have one, we'll get an engineer to come and sort it out. Your broadband and phone should go live within five working days of the engineers appointment.
Step 3. Let your current provider know you're leaving
If you're switching from a phone line connection like BT, XLN or Talk Talk, we'll get in touch with your current provider and break the news that you're leaving.
If you're with a cable provider like Virgin the switching process is slightly different. You'll need to tell them you're leaving yourself as soon as your activation date has been confirmed. They'll often need around 30 days' notice.
Your existing service should be cancelled the day ours goes live.
Step 4. Enjoy!
We'll send your router out in time for your service to start. You'll get a text or an email when your service goes live.
Plug everything in and relax. We think we'll get along great.
If you need help choosing the best package for you, you can check out our fantastic deals or give us a call on 0800 028 0282.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Working from home, managing online orders or connecting with customers? With our great deals, robust network and customer support we’ve got your small business covered.
Whatever your business does, we've got the broadband to help it thrive.
What’s best for you can depend on where you're based and how you use the internet for your business. Here's a quick summary of our packages:
Unlimited Business Fibre Broadband
If the things you do online are essential to the running of your business, then Unlimited Business Fibre Broadband will give you a great performance. With our fastest average download speeds of 76Mb, it's perfect for taking payments through to ordering parts, booking appointments, marketing, video calling and so much more.
Unlimited Business Broadband
Unlimited Business Broadband gives you all the internet your business will need for basic everyday activities.
With average download speeds of 17Mb you'll be able to take card payments, play music and stay active on social media.
Our packages are available in 12 and 24 month contracts and they're all backed up with 24/7 UK Based award-winning customer support, so we're always there when you need us.
See our fantastic deals for new business customers.
If you need help choosing the best package for you, you can check out our fantastic deals or give us a call on 0800 028 0282.
Other useful info
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Take a look at our 'How does my bill work?' video which shows you everything you need to know in less than a minute.
Other useful info
See our guide to How does my bill work?
Check your broadband bill
You can see a breakdown of your bill in your account and going to 'View Transactions'. Click on the number in the Invoice column. Sign in.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
You can pay by Direct Debit, credit card or debit card. Here's what you need to know before you decide which option to take:
Direct Debit
- Pay monthly.
- An easy way to ensure you never miss a payment.
- No need to update your account details once it's set up.
- You'll need to have enough money in your account when your payment is due.
Credit or debit card
- Pay with Visa, Delta, Electron, MasterCard, Switch or Maestro.
- Pay monthly or make one-off payments.
- You'll need to keep your card details up to date (we'll remind you when it's about to expire).
Take a look at our Billing guide.
Other useful info
Missed a bill payment?
Don't worry you can pay safely and securely online. Just sign in to your account to make your payment. Sign in.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
If you've got a problem with your broadband bill or you're struggling with your payments, please call us on 0800 028 0282 and we'll do all we can to help.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
As soon as you've had your first bill in the new PDF format, you can change your bill date.
Just sign in to your account and choose your new date.
You can only change your billing date once within four months.
Changing your payment details.
It's easy to update your payment details. Sign in to your account and go to 'Manage your payment details'. Sign in
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Pro rata is a charge for part of the amount of your bill.
- You’ll see a pro rata charge on your bill when you’ve signed up part-way through a billing month.
- A pro rata charge is the number of days between your sign-up date and your billing date.
- We charge for our services per month. If you signed up mid-month, we wouldn’t charge you for the full month.
- As an example, let's say you signed up on the 18th September. We'll work out what you owe us from the 18th September and your next billing date.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
You can see a breakdown of your phone bill in My account in the section called Phone Control Panel.
Choose the month you want to check. Then you'll see a list of all your calls and how much each one cost.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Just go to the Member Centre page and enter either your username or email address and your password.
If you can't remember your details, you can use the forgotten password or forgotten username options there.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
If you've forgotten your username, you can find it at the top of any emails that we've sent you.
If you've forgot your password, you can get a password reminder.
Still having problems, just give us call on 0330 1239 123.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
If you want to update your telephone number, mobile number, or email address you do this by signing into your account and edit your contact details.
To change any other details you'll need to contact us on 0800 028 0282.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
If you've got a problem with your Plusnet broadband bill or may have difficulty with your payments, give us a call on 0800 028 0282.
Other useful info
A guide to How does my bill work?
If you think you won't be able to pay your Plusnet mobile bill, or the amount you've got to pay is wrong, please get in touch. Call 500 from your Plusnet mobile or 0800 328 4677 from any phone.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
To upgrade or renew your contract, just sign in to your account to see all your options. It's that easy.
If you want to chat to one of our advisors about all your options, just give us a call on 0800 028 0282.
Other useful info
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Still having an issue? Just report a problem, and our Faults Team will look into this for you.
For updates on a fault, log in to your account and view your Open questions.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
When you sign up for Enhanced Care, if your service ever encounters a fault, we’ll put it ahead of other faults to ensure you get back up and running as soon as possible. This includes out of hours engineer work.
If you're just about to get business broadband or fibre, we'll ask if you want to add Enhanced Care as part of your order.
If you're already with us, you can add it to your current package by logging in to the Member Centre. You'll find Enhanced Care under Manage Account.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
This is a paid for service which means you'll get prioritised speeds on our network, so if ever the network is busy your performance shouldn’t be affected.
If you'd like to sign up for the Priority Service or need help with your current service contract, please just give us a call on 0800 028 0282.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Here's a short summary of our service levels for our Business Broadband and Business Fibre packages.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
We're really sorry to hear you're thinking of leaving us.
We love having you with us, so let's have chat about what we can do to help.
We don't like saying goodbye, but understand if you need to cancel your contract, please call us on 0800 028 0282.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
We're sorry to hear you're unhappy with our service.
Please get in touch and we'll do our best to make things right.
If you've already contacted us and are unhappy with the support we've provided, then you may want to raise a complaint.
For more information see our Complaints Code of Practice.
If you'd prefer to contact us via an online ticket we'll respond within 5 working days.
Our address is:
Plusnet Plc
Endeavour
Sheffield Digital Campus
1a Concourse Way
Sheffield
South Yorkshire
S1 2BJ
If you want to write to us, we'll respond to your letter within 10 working days.
We'll always try to solve your complaint immediately. Whatever happens we'll always keep you updated.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Let us know at least four weeks in advance and we'll get your broadband and phone all set up at your new business address.
As a business customer, you can move premises for free if you’re on a 24 month contract, or take out a new contract at your new address. Occasionally a new line installation or cable transfer will be required, which will incur a charge.
If you don’t want to take out a new contract, or aren’t already on a 24 month deal, there’ll be a one-off charge for moving. Further information is available in our Charges Schedule.
Give us a call on 0800 028 0282 to get your move started.
You can also find lots more helpful information in our Moving Premises guide.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
For help with your move call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Please get in touch with us as soon as possible. This will help stop delays or problems with your premises move. Call us on 0800 028 0282.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
For help with your move call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
First, have a brew. You've earned it! Then you'll need to set up your router.
We'll send you an email or text to let you know when you're broadband is ready to go. Don't try and connect your router until then - it won't work.
The speed of your broadband might be different in your new premises, but we'll always give you the fastest speed available on your package in your location.
Other useful info
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
For help with your move call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Please get in touch with us as soon as possible. This will help stop delays or problems with your premises move. Call us on 0800 028 0282.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
For help with your move call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Please get in touch with us as soon as possible. This will help to avoid any problems with the service at your current property. Call us on 0800 028 0282.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
For help with your move call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Still having an issue? Just report a problem, and our Faults Team will look into this for you.
For updates on a fault, sign in to your account and view your open questions.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
We’ve got lots of call plans packages and it’s easy to add them to your package.
Sign in to your account to check which ones are best for you.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
It's really easy to add a new phone package. Just sign in to your account and follow the steps.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
To see a breakdown of your phone bill, including calls, sign in to your account, go to the Phone Control Panel.
Choose the month you want to check. Then you'll see a list of all your calls and how much each one cost.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Here's a short summary of our Business Phone service levels.
Other useful info
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
Our support team are always there when you need them and we can help you keep you track of your sales and commissions.
Just email dealers@plus.net and our team will be in touch.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.
We're sorry to hear you're unhappy with our service.
Please get in touch and we'll do our best to make things right.
If you've already contacted us and are unhappy with the support we've provided, then you may want to raise a complaint.
For more information see our Complaints Code of Practice.
If you'd prefer to contact us via an online ticket we'll respond within 5 working days.
Our address is:
Plusnet Plc
Endeavour
Sheffield Digital Campus
1a Concourse Way
Sheffield
South Yorkshire
S1 2BJ
If you want to write to us, we'll respond to your letter within 10 working days.
We'll always try to solve your complaint immediately. Whatever happens we'll always keep you updated.
Need more help?
Chat to other customers in the Plusnet community
They're a friendly bunch and will always try to help you out.
Call us on 0800 028 0282
Send us a message on Twitter @Plusnet and we'll do our best to help get you sorted.