Plusnet
Broadband provider. Products & services: Broadband.
Updated: 3 August 2026
Company Overview
- Industry
- Telecoms (broadband and landline)
- Parent company
- BT Group plc
- Regulator
- Ofcom
- Ombudsman
- Communications Ombudsman
- Founded
- 1996 (incorporated 15 November 1996)
- Legal entity
- Plusnet plc (company no. 03279013)
- 4Broadband complaints per 100,000 customers
What customers complain about
Customers complaining to Plusnet most often raise landline and broadband faults, billing and contract charges, and how complaints are handled. Ofcom's latest quarterly data is a striking split: Plusnet had the fewest broadband complaints of any major provider (4 per 100,000, below the industry average of 6) yet the most landline complaints (7 per 100,000, above the average of 3). Plusnet's own process is to try to fix the issue first by phone or online ticket, escalate on request, then issue a 'deadlock' letter. Because Plusnet closed its mobile service in June 2024, complaints are now about broadband and landline only. If Plusnet cannot resolve a complaint within six weeks, or issues a deadlock letter, customers can take it free of charge to the Communications Ombudsman.
Complaint categories
- 1Landline faults and service
Home-phone complaints stand out for Plusnet: in Ofcom's latest quarter it was the most complained-about provider for landline, running above the industry average.
Ofcom's Q1 2026 report records Plusnet at 7 landline complaints per 100,000 customers - the highest of any provider - against an industry average of 3, with complaints up on the previous quarter. - 2Broadband faults and loss of service
Broadband faults, slow speeds and loss of service are the core of Plusnet complaints, though its broadband complaint rate is among the lowest in the market.
Ofcom's Q1 2026 report shows Plusnet with the fewest broadband complaints of any major provider (4 per 100,000, below the 6 industry average); its Automatic Compensation scheme covers total loss of service lasting more than two working days. - 3Billing, pricing and contract transparency
Complaints about charges, price rises, early-exit fees and unclear contract information feature across BT Group brands including Plusnet.
Ofcom fined BT £2.8m in May 2024 for failing to give more than 1.1 million EE and Plusnet customers clear contract information before sign-up; BT later refunded or credited £18m to affected customers.
Contact methods
Complaint journey
- 1
Contact Plusnet and log the complaint
Raise the complaint by phone, online ticket or post.
Typical response5 working daysWhat happens
Call 0330 1239 123 (8am-8pm every day) - Plusnet's fastest route - or raise an online ticket in the Member Centre at plus.net/member-centre/complaint-form. Plusnet aims to respond within 5 working days by phone or ticket. You can also write to Plusnet plc, Endeavour, Sheffield Digital Campus, 1a Concourse Way, Sheffield, S1 2BJ, though letters can take up to 10 working days for a reply.
- 2
Ask Plusnet to escalate
If you are not happy, ask for the complaint to be escalated.
Typical responseVariesWhat happens
If you are unhappy with the initial response, you can ask Plusnet to escalate your complaint to a manager for a further review. Plusnet asks that you give it a chance to put things right before going further.
- 3
Get a deadlock letter or wait six weeks
Reach deadlock or the six-week point that unlocks ADR.
Typical response6 weeks or deadlock letterWhat happens
If Plusnet cannot resolve the complaint, you can ask for a 'deadlock' letter confirming there is nothing more it can do. Once you hold a deadlock letter, or six weeks have passed since you first complained, you can take the case to Alternative Dispute Resolution.
- 4
Escalate to the Communications Ombudsman
Refer the unresolved dispute to independent, free ADR.
Typical responseFree, binding on PlusnetWhat happens
Refer the dispute free of charge to the Communications Ombudsman (0330 440 1614; PO Box 730, Warrington, WA4 6WU; commsombudsman.org). Its decision is binding on Plusnet. The Ombudsman cannot deal with complaints about commercial policy such as prices, or from business users with more than 10 employees.
Response times
Plusnet's Complaints Code of Practice says it aims to respond within 5 working days if you complain by phone or online ticket, and within 10 working days if you write in by post. Plusnet does not publish a single fixed final-response deadline; instead it works through its stages and issues a 'deadlock' letter when it can do no more. You become eligible to take an unresolved complaint to the Communications Ombudsman six weeks after first complaining - reduced from eight weeks under Ofcom's rules in April 2026 - or sooner if Plusnet issues a deadlock letter. The Ombudsman will not review a complaint less than six weeks old unless you already hold a deadlock letter.
If your complaint isn’t resolved
If Plusnet can’t put things right, you can escalate — free of charge — to an independent body:
Recent news
- 23 July 2026
Ofcom's Q1 2026 complaints report showed Plusnet with the fewest broadband complaints of any major provider (4 per 100,000) but the most landline complaints (7 per 100,000), with landline complaints rising on the previous quarter.
Read more - 29 April 2026
Ofcom opened an investigation into whether BT Group brands (including Plusnet and EE) gave complete and accurate information in response to statutory notices used for Ofcom's customer-service research, a possible breach of section 137A of the Communications Act 2003.
Read more - 30 June 2024
Plusnet closed its Plusnet Mobile service throughout June 2024 (having stopped new mobile sales in 2023), and closed Plusnet Business on 28 May 2024, leaving it a broadband and home-phone provider only. BT positioned EE as its flagship mobile brand.
Read more
Earlier cases
- 2 May 2024
Historic: Ofcom fined BT £2.8m for failing to give more than 1.1 million EE and Plusnet customers clear and simple contract information before they signed up. BT subsequently refunded or credited £18m to affected customers and donated £440,000 to charity.
Read more
Know your rights
- Consumer Rights Act 2015
Plusnet's broadband and landline are services that must be supplied with reasonable care and skill; if the service is not as described or performed inadequately you can seek a repeat performance or a price reduction. This is general information, not legal advice.
- Communications Act 2003 and Ofcom General Conditions
Ofcom's General Conditions require Plusnet to operate a complaints code of practice, offer ADR through the Communications Ombudsman, and run an automatic compensation scheme for certain service failures. Ofcom enforces these rules but does not settle individual complaints.
Frequently asked questions
How do I complain to Plusnet?
The fastest route is to call 0330 1239 123 (8am-8pm every day) or raise an online ticket in the Plusnet Member Centre; Plusnet aims to respond within 5 working days. You can also write to Plusnet plc, Endeavour, Sheffield Digital Campus, 1a Concourse Way, Sheffield, S1 2BJ, though letters can take up to 10 working days.
Which ombudsman covers Plusnet?
Plusnet is a member of the Communications Ombudsman scheme (0330 440 1614; PO Box 730, Warrington, WA4 6WU), confirmed in its own Complaints Code of Practice - it does not use CISAS. The Ombudsman's decision is binding on Plusnet.
When can I take my Plusnet complaint to the ombudsman?
Once Plusnet issues a deadlock letter, or six weeks after you first complained (reduced from eight weeks under Ofcom's rules in April 2026). The Communications Ombudsman will not usually review a complaint less than six weeks old without a deadlock letter.
Can I still complain about Plusnet Mobile?
No. Plusnet closed its mobile service in June 2024 and is now a broadband and home-phone provider only. If you moved your number to another network, that provider now handles any mobile complaint.
Can I get compensation from Plusnet automatically?
Yes, for qualifying failures. Plusnet's Automatic Compensation scheme credits your account without a claim if a broadband or landline installation is late, you have a total loss of service lasting more than two working days, or an engineer misses an appointment.
Is Plusnet the same company as BT?
Plusnet is a separate consumer brand run by Plusnet plc (company no. 03279013), but it is part of BT Group, which also owns BT and EE. You complain to Plusnet directly, and its ADR scheme is the Communications Ombudsman.
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