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Plusnet help, issues and complaints

By Tim Smith | Monday, June 12th 2023

Plusnet is a subsidiary of BT, which bought it in 2007. Since then it has built a strong reputation for broadband and mobile provision and excellent customer service. But what happens when something does go wrong?

Contacting customer services for help often means spending ages going through various processes before you actually get that help. In this guide we'll arm you with ways to speed up that process, and when you can fix these problems yourself without help from Plusnet.

Plusnet payment and billing issues

There are quite a few reasons that you might miss a bill payment, all of which can be made a great deal less stressful if you follow this straightforward advice.

If you have missed a payment or are struggling to pay your bill

In the event that you know you're going to miss one payment or more you should contact Plusnet customer services as soon as possible on 0800 432 0200. If you think you won't be able to pay your Plusnet mobile bill, or the amount is wrong, you can call 500 from your Plusnet mobile or 0800 079 1133. You can also get hold of Plusnet via your account online or, if it's a problem with your mobile, you can use the Plusnet app. If you don't get in touch, then you might find that Plusnet either restricts or even cuts off your services until you get back into credit. You may also be liable for a late payment fee and a reconnection fee.

Once you've made contact you can try to negotiate an extension to your contract. You can also offer to pay smaller amounts on top of your regular Direct Debit payments over the phone using your credit or debit cards.

Check your Direct Debit

Plusnet's preferred payment method is for you to set up a Direct Debit with your bank or building society. If your payment doesn't go through, you should check these details:

  • Enough funds? – The first thing to do is check that you've actually got enough money in your account on the day that the Direct Debit is due to go out
  • Changed your bank or building society? – The Direct Debit Guarantee should ensure that if you have changed your financial institution then all your regular payments should go with you. It's a good idea to check with your new bank as soon as possible if a payment is missed t

What if you've been overcharged?

Checking your Plusnet bill (or bills) every month either going into your account online, or by reading a printed bill if you’ve requested it, is essential to make sure you've not been charged for an add-on that you've not ordered, for example. If this is the case, contact Plusnet customer services by phone (0800 432 0200) or via your online account.

Problems with Plusnet mobile

Plusnet uses the EE mobile phone network (both EE and Plusnet are owned by BT in fact). However, you will only be able to sort out any problems by contacting Plusnet directly. Before you do however, try some of these quick fixes for your mobile signal.

Have you paid your bill?

Use your Plusnet app or check your bank account to make sure that your latest payment has gone through. If not, you may be liable for late payment or even reconnection charges.

Are there any network problems?

Go to the Plusnet help pages on the website and search for the 'mobile coverage checker'. Once there, enter your postcode and you'll see if there are any reported issues in your area.

Move about

Mobile phone signals can be blocked or interrupted by obstacles as thick as walls or doors, and as thin as tree leaves. So, if you're not getting a signal, try moving into a more open area.

Problems with Plusnet broadband

Any very big issues will usually be flagged up on the front page of the Plusnet website. If not, search for 'service status' and you'll find a page that will outline any major outages, and give estimates on when they might be fixed.

Is it your router?

Your Plusnet router is the core of your home broadband service. Many problems with your home connection – including your wifi – will be traceable to that router. Carrying out a few quick checks before you contact customer services is a good idea.

First make sure you've not knocked your router and dislodged any cables. Turn your router off, unplug all the cables. Wait for two minutes. Plug everything back in and switch on. Try to visit a website. If everything's working, you've fixed it. If not, contact customer services and advise them that you have already checked your router.

Is it your wifi?

If you're having speed or connection problems, it may well be that your broadband is fine, but your wifi is not. If you have an ethernet (network) cable, simply turn wifi off on your computer, then plug your computer into your router using that cable. If you get a good solid signal then the problem is not with your broadband connection coming into your home.

Move the router

Simple things like doors or even sofas can get in the way of your wifi signal. Try moving your router to a more open position. You can also invest in wifi boosters or range extenders to improve your wifi’s signal and reach around your home.

Unplug your phone

If you have ADSL or regular fibre broadband, it can be affected by a problem with your phone line. So, disconnect your phone from the wall socket or from the microfilter that's connected to your wall socket. Now, try to connect to the internet. If it's all good, then your phone line or your microfilter could be the problem.

Problems with your Plusnet landline

If you've taken a landline phone as part of your Plusnet contract then you should keep the following tips in mind in case you come across any problems.

  • Test your phone on its own – If your phone and broadband both use the same microfilter or a double wall socket, unplug your broadband cable and make a test phone call. If all's well then you can inform customer services that there's a problem with your broadband connection (maybe just the cable or the microfilter)
  • Check 'call divert' and 'block' – Make sure you haven't activated call divert or even call blocking and then forgotten to deactivate it
  • Check the batteries – If your handset requires batteries, make sure yours are fresh and full of power

Getting Help with Plusnet

Plusnet has an excellent array of help and FAQ pages on its website. These feature answers to most common questions in easy-to-read form. There are also videos to watch. For newer issues you can also try the community forums on the Plusnet website. These tend to be useful for more immediate or localised problems.

Customer service phone number

If you need to contact Plusnet customer service the number is 0800 432 0200.

Use social media to speed up response times

If you've gone through the usual channels: email, phone, online chat for example, and you're still not getting the help you need, why not try contacting Plusnet politely by social media. The company has Facebook, Instagram and Twitter accounts.

Frequently asked questions

Problems with your bill?

If you're having problems paying your bill – or if you think you will have – you should contact Plusnet on 0800 432 0200 or by email or using your account page on the Plusnet website.

Does Plusnet own its networks

No, Plusnet was acquired by BT back in 2007. For broadband and landlines it uses the Openreach infrastructure. For mobile it uses EE, which is also owned by BT.

How do I upgrade to Plusnet fibre?

Almost everyone can now get fibre broadband – just run a check by putting your postcode into Plusnet’s homepage and you will be shown what plans are available at your property. Upgrading is easy – simply get in touch with Plusnet and ask for an upgrade.

What happens if I move home?

If you're still in contract with Plusnet then tell the customer service department by email or phone (0800 432 0200) what your new address will be and when you expect your move date will be. If you are out of contract, you will either have to start a new contract or will be charged a move fee of £65.

How do I find out if there is a fault in my area

To see if your broadband or landline are being affected by network issues you need the separate network service status area. Google 'Plusnet service status' for the most up-to-date links. This will inform you of any reported problems nationwide. There is a separate network coverage checker for your Plusnet mobile.

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