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Summary

Monthly payment

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One-off payments

Reward Card included
to say thanks for signing up
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Cashback to say thanks for signing up
Today's payment
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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.

Updated 23 May 2025

How we performed:  January - March 2025

Broadband and Home Phone

2.31% of customers experienced a loss of their phone or broadband service

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
Jan - March (2025) 2.31%
Oct - Dec (2024)
2.53%
July - Sept (2024)
2.54%
April - June (2024)
2.41%
Jan - March (2024) 2.89%

5.5 days to restore lost phone or broadband service

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

Date Days
Jan - March (2025)
5.5 days
Oct - Dec (2024)
5.4 days
July - Sept (2024)
5.0 days
April - June (2024)
5.2 days
Jan - March (2024) 5.3 days

Customer Service

47 seconds average time to answer the phone

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

Date Time (seconds)
Jan - March (2025) 47 seconds
Oct - Dec (2024)
56 seconds
July - Sept (2024) 87 seconds
April - June (2024) 35 seconds
Jan - March (2024)
22 seconds

100% of contacts answered in the UK

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

Date % answered
Jan - March (2025)
100%
Oct - Dec (2024)
100%
July - Sept (2024)
100%
April - June (2024)
100%
Jan - March (2024)
100%

75.9% of orders completed within 21 days

Percentage of orders completed within 21 days.

Date % completed
Jan - March (2025)
75.9%
Oct - Dec (2024)
82.5%
July - Sept (2024)
83.2%
April - June (2024)
80.5%
Jan - March (2024)
79.1%

93.3% of engineer appointments attended on time

Proportion of appointments attended within the designated slot.

Date % on time
Jan - March (2025)
93.3%
Oct - Dec (2024)
93.7%
July - Sept (2024)
95.3%
April - June (2024)
94.8%
Jan - March (2024)
92.1%

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