How to contact Plusnet customer services
There are a few ways you can speak to Plusnet, depending on what’s easiest for you:
| Phone | 0330 1239 123 (open 8am–8pm, 7 days a week) |
|---|---|
| Text support | Text HELP to 07800008121 and Plusnet will run a line test |
| Address | Plusnet Plc, Endeavour, Sheffield Digital Campus, 1a Concourse Way, Sheffield, S1 2BJ |
| Help Assistant | log in to your Plusnet account to raise a support ticket |
Plusnet broadband problems and outages
If your connection suddenly drops, don’t panic. Here’s what to try first:
- Restart your Wi-Fi router.
- Test your broadband on another device.
- Check @Plusnet on Twitter / X for service updates.
- Visit Downdetector to see if it’s a wider outage.
- Text HELP to 07800008121 for an instant broadband service line test.
- Text PHONE to 07800008121 for home phone line problems
- Text service is available 24 hours a day, with call backs available Mon-Sun: 8am-7.30pm
Still stuck? See our broadband troubleshooting guide.
How to complain to Plusnet
If you’re unhappy, here’s the official complaints process:
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Call customer services on 0330 1239 123.
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Make a written complaint using the Help Assistant or send a letter to Plusnet Plc, Endeavour, Sheffield Digital Campus, 1a Concourse Way, Sheffield, S1 2BJ.
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Escalating to the Ombudsman – if Plusnet can’t resolve your issue, you can contact Ombudsman Services: Communication. You’ll need either a “deadlock letter” or to have waited 8 weeks without a reply.
What to check before you complain
- Troubleshoot first – simple fixes can save you time.
- Record everything – keep logs of calls and tests.
- Check your contract – your guaranteed minimum speed may differ from the advertised “up to” figure.
- Mid-contract price rises – Plusnet puts prices up each April. This is in the T&Cs, so you won’t usually get them overturned if your broadband package gets pricier.
If your broadband speeds consistently fall below the guaranteed minimum, Ofcom’s code of practice means you may be able to leave without penalty.
FAQs
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Does Plusnet have Live Chat or email support?
No. Plusnet doesn’t currently offer a live chat support service, and there’s no direct customer service email either. Instead, using the Help Assistant in your online account or write to them at the address above if you’d prefer correspondence in writing.
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Is Plusnet customer service 24 hours?
No. Customer service is 8am to 8pm every day. There’s no overnight support, so if you need help outside those hours, your best option is to:
Try basic fixes (restart router, check another device).
Use Downdetector to see if others are reporting problems.
Send a Help Assistant message so it’s waiting in their inbox for the morning.
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Is Plusnet customer support UK based?
Yes. Plusnet has two UK-based call centres.
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How do I speak to Plusnet customer services?
Call 0330 1239 123, text HELP to 07800008121, or log in to your account.
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What’s Plusnet’s address?
Plusnet Plc, Endeavour, Sheffield Digital Campus, 1a Concourse Way, Sheffield, S1 2BJ.
Sometimes it’s just not worth the stress. If you’re out of contract, you can switch for free.
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