How to contact Plusnet: Phone numbers
Miles Northrop | July 15th, 2026
Plusnet has built a strong reputation in the UK broadband industry based largely on its customer service. While BT has owned the brand since 2007, it was only formally integrated into the core BT Group structure in 2018. Over the years, the provider has gathered numerous awards for its customer care, and have very much marketed themselves based on that. It's largely driven by their straightforward approach and the ease with which its customers have always been able to contact them.
Plusnet’s main customer service lines are available 12 hours a day, seven days a week, operating from 8am to 8pm, Monday to Sunday. Unlike some competitors who split departments across numerous helplines, Plusnet uses a centralized system for both existing contract holders and prospective new customers. Alongside phone lines, the provider hosts an active peer-to-peer community, offers the ability to contact them via social media, an online forum and dedicated digital support teams.
Plusnet contact options
| Service | Contact | Hours |
|---|---|---|
| Plusnet customer services (landline) | 0330 123 9123 | 08:00–20:00 7 days a week |
| Plusnet sales (new customers) | 0800 073 1120 | 08:00–20:00 7 days a week |
| Plusnet Community Forum | Plusnet Community | 24/7 |
| Twitter/X | @plusnet | 09:00–19:30 Mon–Fri 09:00–17:30 Sat |
| facebook.com/plusnet/ | Monitored during working hours |
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Call 0330 221 9424Plusnet customer service number
Rather than separating technical assistance, billing, and order tracking across different contact points, Plusnet uses a single telephone number for all enquiries. Whether you need to troubleshoot a flashing router light, query a recent bill adjustment, or report a suspected line fault, you can reach them on 0330 123 9123.
Calls to 0330 numbers are not free, but by law they're only billed at standard UK landline rates. If your mobile or home phone plan includes inclusive minutes to standard 01 or 02 numbers, calls made to an 0330 number should be deducted from your allowance without extra charges.
To get a new Plusnet deal
Before calling to set up a new account, running your address and postcode through our comprehensive comparison tool is highly recommended to check local availability, contract lengths and compare the real-world speeds you can expect from Plusnet versus competing networks. If you prefer to place your order or discuss options over the phone with a sales advisor, use the central helpline on 0330 123 9123 during their normal 8am to 8pm operating hours.
Plusnet customer service via Live Chat
Unlike many providers, Plusnet doesn't offer an official live chat facility or virtual AI assistant on its website. Instead of deploying automated chatbots to filter customer enquiries, the provider explicitly favours real human call-centre staff – something we thing a lot of customers will find refreshing. For those preferring digital assistance, Plusnet provides a comprehensive online community forum where users can search historical network issues, browse troubleshooting guides, and seek advice from official community moderators.
Plusnet on social media
Plusnet maintains active digital customer care teams across social channels. For technical assistance or customer queries, their dedicated support handle on Twitter/X is @plusnethelp (operating from 9am to 7:30pm Monday to Friday, and 9am to 5:30pm on Saturdays). You can also send private direct messages or view network updates via the Plusnet Facebook page during normal working hours.
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How to complain to Plusnet
First of all, it's important to remember that in order to lodge a formal complaint you must first give Plusnet a reasonable opportunity to investigate and rectify the underlying fault through standard channels. So, for example, if your broadband speeds fall dramatically or your connection experiences persistent dropouts, your first step should be reporting the issue directly on 0330 123 9123.
If customer support fails to resolve the issue, you can submit a formal complaint in writing, although we'd only advise doing this if Plusnet has consistently failed to adequately resolve your issue and there is no other way forward. Written letters of complaint can be posted to their customer relations address:
Plusnet Customer Provision
The Balance
2 Pinfold Street
Sheffield
S1 2GU
Plusnet does try to respond to any formal complaints no longer then 10 working days after receiving them.
How to escalate your complaint
If you don't get the outcome you hoped for from Plusnet, or if your complaint hasn’t been dealt with after eight weeks, you can take your complaint to the ADR (Alternative Dispute Resolution) scheme. This varies from provider to provider, but in the case of Plusnet it is via the Ofcom-approved CISAS service (the Communications and Internet Services Adjudication Scheme).
You can call CISAS on 0207 520 3814 or send an email to cisas@cedr.com detailing your situation, and with any evidence you can also provide. CISAS is an impartial scheme and will independently investigate your case. If Vodafone are found to have been at fault, they're obliged to comply with the findings of CISAS.
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