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United Kingdom Broadband & mobile

Plusnet customer service and complaints

Broadband and home phone

Provisional entry Checked 3 Nov 2026 Plusnet plc
0330 1239 123 Support site

Plusnet is a Sheffield-based broadband and home phone provider owned by BT Group. Customer service is on 0330 1239 123, open every day, and complaints can be raised by phone, chat or the online complaints form. Unresolved complaints can escalate to an ADR scheme.

Step one

Ways to contact Plusnet

Customer service Primary

0330 1239 123

8am–8pm every day

The old 0800 432 0200 number may still connect.

Call

Report a problem

Plusnet fault form

Best route for broadband faults.

Open

Complaints code

Plusnet complaints

Explains the escalation route.

Open

Step two

How to complain about Plusnet

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Contact Plusnet customer service

    Same day

    Call 0330 1239 123 or use Plusnet chat. Explain the fault or billing problem and ask for a complaint reference if the call does not resolve it.

    Record the date, adviser name and reference.

    Follow up in writing so there is a record of what was promised.

  2. 2

    Stage 2

    Raise a formal complaint with Plusnet

    Within 8 weeks of the issue

    Use the Plusnet complaints page. State your account number, what went wrong, the dates and the remedy you want.

    Ask for written acknowledgement and a complaint reference.

    Attach bills, screenshots, speed tests or photos that support the timeline.

  3. 3

    Stage 3

    Wait for the eight-week window

    Up to 8 weeks

    Ofcom gives Plusnet up to eight weeks to resolve a formal complaint. Keep a written timeline and ask for progress updates.

    Get any agreed credit, repair or cancellation confirmed in writing.

    The eight weeks run from the formal complaint, not the first support call.

  4. 4

    Stage 4

    Ask for a deadlock letter

    Anytime before 8 weeks

    If Plusnet will not resolve the complaint sooner, ask for a deadlock letter. This lets an ADR scheme review the case without waiting the full eight weeks.

    Keep the deadlock letter or email.

    The letter names the ADR scheme that covers your provider.

  5. 5

    Stage 5

    Escalate to the ADR scheme

    Promptly - schemes set their own time limits

    Contact the scheme named in the deadlock letter: the Communications Ombudsman or Ombudsman Services: Communications. Submit your evidence and the outcome you want.

    Accept or reject the decision within the scheme deadline.

    ADR is free for consumers, and the provider must comply with a decision you accept.

Step three

Formal complaint letter template

Formal complaint letter template (UK telecom). Copy it, fill in the bracketed fields and keep a dated copy.

Template
[Your name]
[Your address]
[Your email]
[Your phone]

[Date]

Plusnet
Customer Complaints Team

Account number: [account number]
Service address: [service address]

Dear Complaints Team,

I am writing to make a formal complaint about [broadband / mobile / home phone] at the above address.

What happened

[Explain the issue and give dates. Include what you were promised, what went wrong, and any reference numbers from previous contacts.]

What I want

[State the resolution you want: repair, refund, account credit, release from contract, or compensation.]

I contacted you on [dates] and the issue remains unresolved. Please treat this as a formal complaint and respond within eight weeks.

If we cannot resolve this, I intend to request a deadlock letter and escalate the complaint to the relevant communications ombudsman.

Yours faithfully,

[Your name]

Send it by a method you can prove — email with read receipt, or tracked post — and keep the reference number.

If it is not fixed

Escalate to the regulator

Use these routes only after the provider has had a fair chance to respond, or if they have breached a published deadline.

Ofcom Office of Communications UK — communications Ofcom is the UK regulator for communications, covering broadband, mobile, landline, television, radio and the postal service. It sets the rules that… Make a complaint Details
CO Communications Ombudsman UK — telecom The Communications Ombudsman is one of the two approved dispute-resolution schemes for UK telecoms. It is free for consumers and covers broadband, mo… Make a complaint Details
OS Ombudsman Services: Communications UK — telecom Ombudsman Services: Communications is the other approved dispute-resolution scheme for UK telecoms. Like the Communications Ombudsman, it is free to… Make a complaint Details

Questions

Plusnet FAQ

How do I contact Plusnet customer service?

Call 0330 1239 123 (8am–8pm every day), or use Plusnet chat. Use the report-a-problem form for faults, which is usually faster than waiting on the phone.

How do I make a formal complaint to Plusnet?

Use the Plusnet complaints page. Include your account number, what happened, key dates and the outcome you want. Ask for a complaint reference and written acknowledgement.

How long does Plusnet have to resolve a complaint?

Up to eight weeks from the formal complaint. If it is resolved sooner, ask for the remedy in writing. If not, ask for a deadlock letter so an ADR scheme can take the case.

Which ombudsman handles a Plusnet complaint?

The deadlock letter names the scheme. Ofcom approves two ADR providers for telecoms: the Communications Ombudsman and Ombudsman Services: Communications. Which one applies depends on Plusnet's membership.

How long does a UK broadband complaint take?

Most complaints are resolved within a few weeks. If the provider has not fixed the issue after eight weeks, you can ask for a deadlock letter and take it to an ombudsman. The ombudsman usually aims to decide within 90 days.

Which ombudsman handles my broadband or mobile provider?

It depends on the provider. The two schemes are the Communications Ombudsman and Ombudsman Services: Communications. Your provider must tell you which one it belongs to, and the name is usually on its complaints page.

Can I escalate to the ombudsman before eight weeks?

Usually only if the provider issues a deadlock letter or makes a final offer you reject. Otherwise, wait eight weeks from the formal complaint. Some providers agree to early escalation, so ask in writing if the case is straightforward.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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0330 1239 123 Steps Letter