Customer service (free)
0800 432 02007:30 to 22:00, 7 days a week
Main number for everything: setup, faults, billing, account changes, cancellation. Freephone from UK landlines and mobiles. UK call centre.
UK call centre, Sheffield-based team
Plusnet contact
Every Plusnet phone line, social channel, postal address and the 4-step complaints process, in one place. The main customer-service number is 0800 432 0200, free from UK landlines and mobiles, open 7:30 to 22:00 seven days a week.
Updated
19 May 2026
Phone directory
Every Plusnet phone line
All Plusnet phone lines route to the Sheffield call centre. The free 0800 number and the local-rate 0345 number go to the same team, pick whichever is cheaper on your tariff.
Existing customer support
0345 140 02007:30 to 22:00, 7 days a week
Local-rate alternative to 0800 432 0200, often quoted on bills and account letters. Same routing, same Sheffield team.
New customer sales
0800 432 00918:00 to 20:00 weekdays, 9:00 to 18:00 weekends
Dedicated sales line for new orders. Freephone, shorter average wait than the main service line.
Plusnet Mobile (legacy)
500 (from a Plusnet mobile)
8:00 to 22:00, 7 days a week
Plusnet Mobile is closed to new sign-ups but legacy SIM customers can still dial 500 free from their handset for support.
Other channels
When you would rather not phone
Forum, social, live chat and post. Each channel has its own strengths, pick the right one for the question.
Plusnet Community forum
The official user-to-user help forum, staffed by Plusnet moderators. Best place for technical troubleshooting (Hub Two settings, port forwarding, line stats). Faster than phone for non-urgent technical questions.
@PlusnetHelp on X (Twitter)
Working-hours response (typically 8:00 to 22:00). Plusnet Help pushes most account queries to DM. Useful for nudging stuck cases, less so for first-line fault diagnosis.
Plusnet Facebook
Messages picked up in working hours by the same social team as X. Slower than X in practice. Good for written record of complaint correspondence.
Live chat on plus.net
Available on most pages of plus.net during working hours. Starts with a chat-bot and routes to a human when needed. Good for billing questions.
Postal address
Plusnet plc, The Balance, 2 Pinfold Street, Sheffield, S1 2GU. Recorded delivery recommended for formal complaints and cancellation letters that need a paper trail.
Accessibility services
Large-print billing, sign-language video relay (via SignVideo), and a priority fault-fix scheme for customers who rely on broadband for medical equipment.
How to complain
The 4-step Plusnet complaints process
If a regular call does not fix the issue, you have a regulated escalation path that ends with free independent adjudication. Keep written notes and reference numbers at every step.
1
Call or message Plusnet first
Phone 0800 432 0200 or open a chat. Plusnet asks you to give the front-line team a chance before formal escalation. Note the case reference number you are given.
2
Escalate to the Plusnet Customer Relations team
If the front-line response does not resolve it, ask in writing for the complaint to be logged with the Customer Relations team. You can post a letter to Plusnet plc, The Balance, 2 Pinfold Street, Sheffield, S1 2GU, or send a complaint via the form on plus.net. You should receive a written response within 10 working days.
3
Request a "deadlock" letter
If your complaint is still unresolved after 8 weeks, or Plusnet says they cannot do more, ask for a deadlock letter. That letter is your ticket to free, independent dispute resolution.
4
Escalate to CISAS
Submit the case to CISAS, the Communications and Internet Services Adjudication Scheme. CISAS is free for consumers, and its decisions are binding on Plusnet. The body must rule within 6 weeks of accepting the case.
Important: CISAS is free for consumers. Plusnet pays the case fee whether they win or lose. Do not pay any third-party "claims management" company that contacts you offering to handle the complaint, they cannot get you anything you cannot get yourself from CISAS for free.
FAQ
Plusnet contact, your questions answered
What is the Plusnet customer service number?
The main free Plusnet customer-services number is 0800 432 0200. It is open 7:30 to 22:00, seven days a week, and is free from UK landlines and mobiles. The local-rate alternative is 0345 140 0200, which routes to the same Sheffield team. Plusnet’s call centres are 100% UK-based.
Can I cancel Plusnet online?
No. Plusnet still requires you to phone 0800 432 0200 to cancel a broadband contract, so that the agent can confirm any switching arrangements, final bill and equipment-return instructions. If you switch to another Openreach provider (BT, Sky, TalkTalk, EE) under the One Touch Switch process, your new provider triggers the cancellation on your behalf, no Plusnet phone call needed.
How long do Plusnet phone lines take to answer?
Plusnet is consistently one of the better big-name ISPs for phone-call answer times. Independent measurements put average wait under two minutes at off-peak hours (mid-morning weekdays), rising to 4 to 6 minutes at peak (lunchtime, early evening). Significantly shorter than BT or Vodafone on the same measure, and consistent with Plusnet topping the Ofcom complaints table.
What if Plusnet does not resolve my complaint?
If 8 weeks pass with no resolution, or Plusnet sends you a deadlock letter, you can escalate the complaint free of charge to CISAS, the official ADR scheme for Plusnet customers. CISAS rulings are binding on Plusnet but not on you. Most cases reach a final decision within 6 weeks of submission.
Does Plusnet have a UK call centre?
Yes, 100% of Plusnet’s customer-service operations are based in the UK, mostly in Sheffield. The brand has held this position for over two decades. The "you get a UK agent on the phone" guarantee is one of the recurring reasons customers stay with Plusnet rather than switching to a cheaper foreign-call-centre provider.