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Plusnet broadband customer service contacts, problems and complaints

How to contact Plusnet customer services and technical support

Plusnet customer support contact details:

  • Plusnet Phone number: 0330 1239 123
  • Plusnet on Twitter / X: @Plusnet
  • Plusnet address: write to Plusnet, The Balance, 2 Pinfold Street, Sheffield, S1 2GU

How to contact Plusnet broadband support and customer services

If you need technical help or assistance with things like billing, you can call Plusnet customer support on 0330 1239 123.

Opening hours for customer service are between 8am-8pm every day of the week. The number above is for both technical support and general account queries.

Plusnet support for technical problems

If you're having technical issues, you can text HELP to 07800008121. Tests will then be run on your connection. If you need an engineer, Plusnet promises to get in touch within 15 minutes to book a slot. Alternatively, if you don't need an engineer, a member of the support team will call within 30 minutes. This service is available 7 days a week, 8am-7.30pm.

Plusnet address

If you’d prefer to write to Plusnet, use this address:

The Balance
2 Pinfold Street
S1 2GU

You can also log in to your Plusnet account and use the Help Assistant to submit a written query.

@Plusnethelp on Twitter and Facebook

Putting a message out on social media can be a good way of getting a quick reply. You can send a message to @plusnet on Twitter / X, or head over to the Plusnet Facebook page.

Is Plusnet broadband down?

If your Plusnet broadband connection isn’t working, you don’t necessarily need to contact customer support. First, try using a different device and restart your Wi-Fi router. If this doesn't fix things it might be a problem with the network.

Check the official Plusnet Twitter / X account, as service updates may be posted here. For a check on your line, make use of the 'troubleshoot by text' option and text HELP to 07800008121 (charges may apply at your standard rate).

Another helpful resource is Downdetector, a third-party tool that provides updates on broadband providers as well as other services.

For more assistance with broadband problems, read our guide to troubleshooting broadband.

The Plusnet Community Forum

The Plusnet Community Forum can be a great place to pick the brains of other, fellow Plusnet broadband uers. They may have come across any issues you're having before, and have a quick solution. It can also be a good place to ask more general questions, or vent about frustrating experiences. 

How to complain about Plusnet

Get in touch via Twitter / X

Depending on the nature of your complaint, it might be worth contacting the Plusnet Twitter account before doing anything else. This is usually the quickest way to get a response.

Speak to customer services

Call customer services on the number listed above and explain you want to make a complaint. This is often a quick and easy way to get a problem sorted out, but if it’s not resolved to your satisfaction at this point, then you’ll want to move on to a written complaint.

Complain in writing

Write to Plusnet at:

The Balance
2 Pinfold Street
S1 2GU

You can also login to your Plusnet account and raise a ticket with the Help Assistant.

Complaining about Plusnet to Ombudsman Services: Communication

The final part of the complaints process is submitting a complaint to the ombudsman. To do this, you must have either received a “deadlock letter” from Plusnet, or not received a reply to correspondence for more than eight weeks.

There are two different services used by all providers. For Plusnet, you need to contact Ombudsman Services: Communication.

For more help with this, we have an entire guide dedicated to complaining about broadband.

Want to leave Plusnet? Here's how to switch broadband providers

If you're at the end of your tether, then you could consider switching away from Plusnet - you could well save yourself money in the process! Read our guide to cancelling Plusnet for more information. You should also take the time to double-check if your contract has ended, or how long you have left.

If you're out of contract, you can switch broadband packages for free. This is your best way to save a bit of money and maybe even get a faster speed sorted. A selection of our best deals can be found below:

Dynamic deal panel

You could also choose to start switching by entering your postcode or address here, we'll then show you all the deals available in your area:

Broadband Genie deals checker

For more hints and tips on a successful and easy switch, you can read our guide: 'how to switch broadband and get a better deal'.

Meet the author:


Matt has been working with Broadband Genie since 2009. A lifelong tech enthusiast, he has 20 years of experience writing about technology for print and online.

Specialist subject: The technicalities of broadband

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