Plusnet Livechat
Contact us – Plusnet
Line rental is included in all our broadband packages. The standard line rental price is £21. 22 a month, except where you sign up to Unlimited Broadband on an 18 month contract, the standard line rental price is £19. 99 a month for the first 18 months, then £21. 22 a month (line only, no calls included). The standard line rental price, or where applicable the discounted line rental price, is included in the package price.
Unlimited Fibre Extra (12 and 18 month contracts)
Prices and terms are subject to change during your contract.
For new Plusnet customers that sign up for 12 or 18 months (as appropriate). Line rental is included in the price (line only, no calls included). Price from month 13 or 19 (as appropriate) currently £43. 50 a month (incl. line rental). Compatible line required otherwise a £49. 99 installation charge may apply (excluding any external construction charges). We’ll include a wireless router worth £99. 99. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.
The date your broadband and line rental activates, or where your services do not activate at the same time, the service that activates first, will be used as your monthly billing date. If your broadband or line rental service are not activated at the same time, for the service that is activated at a later date, charges will be pro rated for the first month and any applicable discounts for that service will apply once the service starts.
Subject to availability and cannot be used in conjunction with any other offer. No cash alternative. Exclusions and terms apply.
Unlimited Fibre (12 and 18 month contracts)
For new Plusnet customers that sign up for 12 or 18 months (as appropriate). Price from month 13 or 19 (as appropriate) currently £38. 20 a month (incl. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.
Unlimited Broadband (12 and 18 month contracts)
For new Plusnet customers that sign up for 12 or 18 months (as appropriate). Price from month 13 or 19 (as appropriate) currently £32. 88 a month (incl. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.
Unlimited Broadband (no contract)
For new Plusnet customers that sign up for a 30-day rolling contract. Price from month 13 currently £34. 48 a month (incl. You may terminate your services at any time without having to pay an early termination charge. Outside your 14 day cancellation period, you’ll have to give at least 14 days’ notice.
Existing customers
Please see our price guide, log into your account in the Member Centre or call us on 0800 073 1120 to discuss your contract.
Speeds
Φ Broadband speed is described as ‘average download speed of 10Mb’, as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, phone line, home wiring, Wi-Fi connection and time of day. Find out why speeds vary. Check your speed and products available at your location via ‘check availability’ on our home page.
† Fibre broadband speed is described as ‘average download speed of 66Mb’ and ‘average upload speed of 18Mb’ on Unlimited Fibre Extra and ‘average download speed of 36Mb’ and ‘average upload speed of 9Mb’ on Unlimited Fibre as it is based on speed available to at least 50% of customers at peak time (8-10pm). Check your speed and products available at your location via ‘check availability’ on our home page.
Ө Up to 6x faster: based on a comparison between the average Unlimited Fibre Extra download speeds with the average Unlimited Broadband speeds. The actual speed you’ll get depends on your location, phone line, home wiring, Wi-Fi connection and time of day. Check your speed and products available at your location via ‘check availability’ on our home page.
** Plusnet Reward Card
Once your broadband and line rental are activated you will be issued claim information via email. Follow the instructions in this email to be issued with your Plusnet Reward Card. You must submit your claim within two months of the email being issued. The card must be activated within three months of it being issued.
Your Plusnet Reward Card is issued by GVS Prepaid Ltd, an Electronic Money Institution authorised in the UK by the Financial Conduct Authority with Firm Reference number 900230; pursuant to license from Mastercard International. Mastercard ® is a registered trademark of Mastercard International Inc. GVS Prepaid Ltd’s company registration number is 09193070 and its registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD. See Plusnet Reward Card terms.
£75 Plusnet Reward Card with Unlimited Broadband
£75 Plusnet Reward Card offer ends 3 November 2021, and is available to new Plusnet customers ordering Unlimited Broadband on an 18 month contract online at or by calling Plusnet. Subject to availability.
£65 Plusnet Reward Card with Unlimited Fibre
£65 Plusnet Reward Card offer ends 3 November 2021, and is available to new Plusnet customers ordering Unlimited Fibre on an 18 month contract online at or by calling Plusnet. Subject to availability.
£70 Plusnet Reward Card with Unlimited Fibre Extra
£70 Plusnet Reward Card offer ends 3 November 2021, and is available to new Plusnet customers ordering Unlimited Fibre Extra on an 18 month contract online at or by calling Plusnet. Subject to availability.
£75 Plusnet Reward Card with Unlimited Fibre Extra
£75 Plusnet Reward Card offer ends 28 October 2021, and is available to new Plusnet customers ordering Unlimited Fibre Extra on an 18 month contract online at or by calling Plusnet. Subject to availability.
£50 Plusnet Reward Card with Unlimited Broadband
£50 Plusnet Reward Card offer ends 30 September 2022, and is available to new Plusnet customers ordering Unlimited Broadband on an 18 month contract online at or by calling Plusnet. Subject to availability.
£50 Plusnet Reward Card with Unlimited Fibre
£50 Plusnet Reward Card offer ends 30 September 2022, and is available to new Plusnet customers ordering Unlimited Fibre on an 18 month contract online at or by calling Plusnet. Subject to availability.
£75 Plusnet Reward Card offer ends 30 September 2022, and is available to new Plusnet customers ordering Unlimited Fibre Extra on an 18 month contract online at or by calling Plusnet. Subject to availability.
Gift Card
Once your broadband and line rental are activated you will be issued claim information via email. Follow the instructions in this email to be issued with your Gift Card. The card must be activated within three months of it being issued.
is not a sponsor of Plusnet, line rental vouchers promotion or otherwise affiliated with Plusnet. The logos and other identifying marks attached are trademarks of and owned by each represented company and/or its affiliates. Please visit the website for additional terms and conditions.
Gift Cards may be redeemed on the website towards the purchase of eligible products available on Gift Cards cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account. is not responsible if a gift card is lost, stolen, destroyed or used without permission. See Amazon’s website for complete terms and conditions. Gift Cards are issued by Amazon EU S. à r. l. All Amazon ®, ™ and © are IP of, Inc. or its affiliates.
Cashback Cheque
Once your broadband and line rental are activated you will be issued claim information via email. Follow the instructions in this email to be issued with your cashback cheque. You must submit your claim within two months of the email being issued.
Please note that your cashback cheque may be automatically sent to you without having to claim for it as set out above. If this applies, this will be confirmed to you in the order journey.
£25 Plusnet Cashback Cheque with Unlimited Fibre
£25 Plusnet Cashback Cheque offer ends 15 January 2025, and is available to new Plusnet customers ordering Unlimited Fibre on a 18 month contract online at or by calling Plusnet. Subject to availability.
£25 Plusnet Cashback Cheque with Unlimited Fibre Extra
£25 Plusnet Cashback Cheque offer ends 15 January 2025, and is available to new Plusnet customers ordering Unlimited Fibre Extra on a 18 month contract online at or by calling Plusnet. Subject to availability.
Broadband Extras
Plusnet Safeguard
Included with all of our broadband packages, Plusnet Safeguard filters inappropriate web content for your household. Further information can be found here.
Plusnet Protect powered by McAfee
Our security package protects you from online threats. Charges apply for Unlimited Fibre broadband customers. Further information can be found here.
Which broadband providers have UK call centres? – Choose
Many customers prefer their broadband provider to offer customer service from a UK call centre.
Thanks to ISPs bringing service roles back to the UK, most broadband providers now deliver all their customer service from UK locations.
This includes major providers like EE, BT and Sky, along with challengers like Direct Save Telecom and Zen Internet.
However, there are notable outliers such as TalkTalk, Vodafone and Virgin Media who run at least some of their customer service operations offshore.
In this guide
UK call centres
Some UK call handling
Call centres abroad
Do UK call centres matter?
At a glance
Providers with…
Overseas call centres
BT
Virgin Media
Hyperoptic
Community Fibre
Vodafone
SSE
Direct Save Telecom
TalkTalk
EE
Gigaclear
John Lewis
KCOM
Now
Origin Broadband
Plusnet
Shell Energy Broadband
Sky
Zen Internet
Which broadband providers have UK call centres?
Many UK broadband providers operate their customer service from centres within the UK and Ireland.
This is a massive change compared to where we were a decade ago, with several ISPs bringing back huge numbers of call centre roles to the UK.
Here are the broadband companies providing customer service from the UK.
BT have now moved 100% of their customer service calls back to the UK and Ireland.
They announced in May 2018 they were working to bring their call handling back from India and the Philippines, and the process was completed in January 2020.
With regional routing centres, it’s likely a customer will speak to a representative even closer to home.
BT employ over 11, 000 customer service advisors in the UK. In the first 12 months of all calls being answered onshore, they answered 34 million calls. This was lower than the 38 million of the previous year, but BT say that’s due to their advisors being better placed to help customers at first contact.
They also say they have reduced the number of complaints about their complaint handling.
Their strategy seems to be working according to Ofcom’s complaint figures. They recorded a low of 7 complaints per 100, 000 customers in Q2 2020, although this rose in line with other providers’ complaint levels in the following quarter.
Overall, though, it seems BT’s strategy of bringing customer care back to the UK and Ireland has paid off.
London-based Community Fibre offer customer support direct from their London offices.
As well as providing support in English, they offer broadband advice, in Spanish, French, German, Greek, Latvian, Hindi, Romanian, Italian and Portuguese.
Direct Save Telecom promise customer support from UK-based staff.
Their technical support, customer service, billing and admin helplines are all routed through a Watford number, the location where their headquarters are.
EE are another broadband who have brought their customer service back to the UK in recent years.
Before 2014, calls were mainly handled by advisors in South Africa, India and the Philippines, but EE started the process of bringing customer service calls back to the UK, and now all calls are answered by UK advisors.
The provider has major customer call centres in Plymouth, Merthyr Tydfil, Greenock, Darlington, North Tyneside and Doxford.
As EE were named the Best for Customer Service in the 2021 Choose Broadband Awards, it appears their strategy of answering customer calls in the UK has paid dividends in terms of customer satisfaction.
Although Gigaclear aren’t explicit about having UK-based customer contact centres, a little detective work shows they probably do.
Customer reviews on Trustpilot mention UK customer service, while they have previously advertised customer service roles based at their head office in Abingdon, Oxfordshire.
Not only do John Lewis resell Plusnet broadband services, they also rely on Plusnet to deliver their customer service too.
As we explain below, Plusnet has 100% UK-based customer service.
Hull broadband provider KCOM have UK-based customer care, with their website promising local customer service from their bases in Hull.
Read more about KCOM and their expanding network.
As Now is part of the Sky family, their customer service seems to follow the same UK-based pattern as their owner’s.
That said, Now seem to prefer to route customers through the advice centre on their website or manage customer contact through live chat.
Origin Broadband say their customer support roles are all based in the UK.
Overall, Origin are committed to keeping their customer care roles within the areas they serve and their reputation on Trustpilot suggests that approach is paying off.
Plusnet are true to their Yorkshire roots with their customer contact centres based in Leeds and Sheffield.
Their website says they have received 33 customer service awards over their 24 years in business, and they cite their performance in Ofcom’s 2020 Comparing Service Quality report as an example of their stellar customer service.
Their UK-based service didn’t prevent a major billing system issue in 2018, nor their return in 2020 towards the top of the complaints tables.
Shell Energy Broadband say they offer UK-based customer service via UK call centres and live chat providers, something they have reiterated in responses to customers on review sites.
Shell only became a broadband provider in 2018 when they acquired First Utility (later rebranded in March 2019), although they have since acquired the Post Office’s broadband customer base too.
We don’t know much about Shell Energy Broadband’s customer service performance, but we will in future years as the acquisition of Post Office broadband customers puts them above the threshold for inclusion in Ofcom’s quarterly complaint figures.
Sky have customer contact centres in Leeds, Newcastle, Stockport, Manchester and elsewhere. Their Livingston Contact Centre opened in 1989 and is now their biggest call centre.
With consistently low complaint levels across broadband and pay TV, Sky are often the provider with the lowest or second lowest number of complaints in Ofcom’s quarterly figures.
They were our runner-up when we examined the best broadband customer service provider in 2021.
Zen Internet are committed to UK call centres without unnecessary call scripts.
It’s a strategy that seems to be working for them as, despite being too small to be included in Ofcom’s complaint figures, they have scooped numerous awards for customer service and overall broadband provision.
Broadband providers with some UK call handling
Some broadband companies have call centre staff based both in the UK and elsewhere.
There are two notable examples of this: Virgin Media and Vodafone.
Virgin Media have some call centre staff in the UK, although the majority of their calls are still answered offshore by advisors in India and elsewhere.
They announced at the beginning of the coronavirus pandemic in March 2020 they were looking at bringing 500 customer call centre jobs back to the UK rapidly to counteract the problem of their overseas call centres being closed by lockdown restrictions.
Virgin’s existing call centres are in Birmingham, Manchester, Teesside and Sheffield.
Virgin Media’s track record on broadband complaints in recent years is up and down, generally hovering around the industry average. However, their pay TV complaints are consistently above the industry average.
Vodafone have brought thousands of call centre roles back from South Africa in recent years, although they still retain some call staff in locations like Egypt.
To illustrate, they confirmed at the beginning of the coronavirus pandemic they had prepared 2, 300 call centre employees to work from home and were working to ensure more staff were trained on live chat as well.
Vodafone has a poor record in terms of Ofcom’s quarterly broadband complaint figures, and they have been one of the worst two providers for complaints since their entry into the tables back in 2018.
Which broadband providers have call centres abroad?
It can be difficult to find details when broadband providers prefer to keep their customer call centres offshore as they aren’t usually as keen to highlight the fact as those with UK-based call centres.
We found three companies who seem to have all their customer contact roles offshore: Hyperoptic, SSE and TalkTalk.
Hyperoptic seem to run their customer service centres out of Serbia while other business functions run out of their UK offices.
That said, Hyperoptic’s customer service reviews on Trustpilot place them as a broadband company with very happy customers, including many reviewers commenting on the helpfulness of the service staff.
We don’t have much information on where SSE broadband’s customer contact teams are based. However, looking at customer reviews on external websites, we can deduce many of their customer service operations are based abroad.
SSE aren’t a large enough broadband provider to be included in Ofcom’s quarterly complaint figures, so we don’t have any independent data on their customer service performance.
The majority of calls to TalkTalk seem to be handled by advisors in South Africa and the Philippines, although there are some (apparently outsourced) call handling jobs in the UK too.
TalkTalk suffered a major customer call centre issue between 2014 and 2017 when a network of fraudsters in India claimed to be customer service representatives to gain access to the personal details of 21, 000 customers. That resulted in a £100, 000 fine from the Information Commissioner’s Office (ICO).
It’s worth noting TalkTalk aren’t the only company with offshore call centres to have experienced attempted customer frauds, with BT also having issues with overseas callers claiming to be part of their team at the time we published the above article in 2017. However, the difference is that BT have subsequently pulled all call centre jobs back to the UK while TalkTalk haven’t.
In terms of complaint trends, TalkTalk are usually above average.
Conclusion: do UK call centres really matter?
As we can see, many broadband providers offer UK-based customer service. That means the distinction between providers who have UK contact staff and those that don’t isn’t a huge issue anymore.
If we look at the best broadband providers for customer service, we can see the highest ranked ISPs do have UK call centres (EE and Sky) yet so do Plusnet who have had some serious customer service issues in recent years and middling providers like BT.
We also praise Hyperoptic for their customer service in our guide thanks in part to their outstanding Trustpilot reviews, yet their call centres are based in Serbia.
Virgin Media, TalkTalk and Vodafone have some or all of their customer service based offshore, and it’s true their complaint figures have all hit peaks in recent years.
On the other hand, there’s no clear correlation between offshore customer service and bad customer service.
Common customer complaints about offshore staff tend to relate to communication barriers or call scripts. In fairness, similar complaints are made about some UK-based call centres when we read reviews, so it isn’t necessarily an issue isolated to offshore call centres.
Ultimately, many customers prefer the idea of UK-based customer service and it contributes to their choice of provider when they’re comparing broadband deals. Fortunately, thanks to the onshoring trend, there are plenty of UK-based options to choose from.
Contact us – Plusnet
Line rental is included in all our broadband packages. The standard line rental price is £21. 22 a month, except where you sign up to Unlimited Broadband on an 18 month contract, the standard line rental price is £19. 99 a month for the first 18 months, then £21. 22 a month (line only, no calls included). The standard line rental price, or where applicable the discounted line rental price, is included in the package price.
Unlimited Fibre Extra (12 and 18 month contracts)
Prices and terms are subject to change during your contract.
For new Plusnet customers that sign up for 12 or 18 months (as appropriate). Line rental is included in the price (line only, no calls included). Price from month 13 or 19 (as appropriate) currently £43. 50 a month (incl. line rental). Compatible line required otherwise a £49. 99 installation charge may apply (excluding any external construction charges). We’ll include a wireless router worth £99. 99. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.
The date your broadband and line rental activates, or where your services do not activate at the same time, the service that activates first, will be used as your monthly billing date. If your broadband or line rental service are not activated at the same time, for the service that is activated at a later date, charges will be pro rated for the first month and any applicable discounts for that service will apply once the service starts.
Subject to availability and cannot be used in conjunction with any other offer. No cash alternative. Exclusions and terms apply.
Unlimited Fibre (12 and 18 month contracts)
For new Plusnet customers that sign up for 12 or 18 months (as appropriate). Price from month 13 or 19 (as appropriate) currently £38. 20 a month (incl. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.
Unlimited Broadband (12 and 18 month contracts)
For new Plusnet customers that sign up for 12 or 18 months (as appropriate). Price from month 13 or 19 (as appropriate) currently £32. 88 a month (incl. Outside of your 14 day cancellation period, if you choose to end your service within the minimum period, you will have to pay an early termination charge.
Unlimited Broadband (no contract)
For new Plusnet customers that sign up for a 30-day rolling contract. Price from month 13 currently £34. 48 a month (incl. You may terminate your services at any time without having to pay an early termination charge. Outside your 14 day cancellation period, you’ll have to give at least 14 days’ notice.
Existing customers
Please see our price guide, log into your account in the Member Centre or call us on 0800 073 1120 to discuss your contract.
Speeds
Φ Broadband speed is described as ‘average download speed of 10Mb’, as it is based on speed available to at least 50% of customers at peak time (8-10pm). Your actual speed will be dependent on your location, phone line, home wiring, Wi-Fi connection and time of day. Find out why speeds vary. Check your speed and products available at your location via ‘check availability’ on our home page.
† Fibre broadband speed is described as ‘average download speed of 66Mb’ and ‘average upload speed of 18Mb’ on Unlimited Fibre Extra and ‘average download speed of 36Mb’ and ‘average upload speed of 9Mb’ on Unlimited Fibre as it is based on speed available to at least 50% of customers at peak time (8-10pm). Check your speed and products available at your location via ‘check availability’ on our home page.
Ө Up to 6x faster: based on a comparison between the average Unlimited Fibre Extra download speeds with the average Unlimited Broadband speeds. The actual speed you’ll get depends on your location, phone line, home wiring, Wi-Fi connection and time of day. Check your speed and products available at your location via ‘check availability’ on our home page.
** Plusnet Reward Card
Once your broadband and line rental are activated you will be issued claim information via email. Follow the instructions in this email to be issued with your Plusnet Reward Card. You must submit your claim within two months of the email being issued. The card must be activated within three months of it being issued.
Your Plusnet Reward Card is issued by GVS Prepaid Ltd, an Electronic Money Institution authorised in the UK by the Financial Conduct Authority with Firm Reference number 900230; pursuant to license from Mastercard International. Mastercard ® is a registered trademark of Mastercard International Inc. GVS Prepaid Ltd’s company registration number is 09193070 and its registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD. See Plusnet Reward Card terms.
£75 Plusnet Reward Card with Unlimited Broadband
£75 Plusnet Reward Card offer ends 3 November 2021, and is available to new Plusnet customers ordering Unlimited Broadband on an 18 month contract online at or by calling Plusnet. Subject to availability.
£65 Plusnet Reward Card with Unlimited Fibre
£65 Plusnet Reward Card offer ends 3 November 2021, and is available to new Plusnet customers ordering Unlimited Fibre on an 18 month contract online at or by calling Plusnet. Subject to availability.
£70 Plusnet Reward Card with Unlimited Fibre Extra
£70 Plusnet Reward Card offer ends 3 November 2021, and is available to new Plusnet customers ordering Unlimited Fibre Extra on an 18 month contract online at or by calling Plusnet. Subject to availability.
£75 Plusnet Reward Card with Unlimited Fibre Extra
£75 Plusnet Reward Card offer ends 28 October 2021, and is available to new Plusnet customers ordering Unlimited Fibre Extra on an 18 month contract online at or by calling Plusnet. Subject to availability.
£50 Plusnet Reward Card with Unlimited Broadband
£50 Plusnet Reward Card offer ends 30 September 2022, and is available to new Plusnet customers ordering Unlimited Broadband on an 18 month contract online at or by calling Plusnet. Subject to availability.
£50 Plusnet Reward Card with Unlimited Fibre
£50 Plusnet Reward Card offer ends 30 September 2022, and is available to new Plusnet customers ordering Unlimited Fibre on an 18 month contract online at or by calling Plusnet. Subject to availability.
£75 Plusnet Reward Card offer ends 30 September 2022, and is available to new Plusnet customers ordering Unlimited Fibre Extra on an 18 month contract online at or by calling Plusnet. Subject to availability.
Gift Card
Once your broadband and line rental are activated you will be issued claim information via email. Follow the instructions in this email to be issued with your Gift Card. The card must be activated within three months of it being issued.
is not a sponsor of Plusnet, line rental vouchers promotion or otherwise affiliated with Plusnet. The logos and other identifying marks attached are trademarks of and owned by each represented company and/or its affiliates. Please visit the website for additional terms and conditions.
Gift Cards may be redeemed on the website towards the purchase of eligible products available on Gift Cards cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account. is not responsible if a gift card is lost, stolen, destroyed or used without permission. See Amazon’s website for complete terms and conditions. Gift Cards are issued by Amazon EU S. à r. l. All Amazon ®, ™ and © are IP of, Inc. or its affiliates.
Cashback Cheque
Once your broadband and line rental are activated you will be issued claim information via email. Follow the instructions in this email to be issued with your cashback cheque. You must submit your claim within two months of the email being issued.
Please note that your cashback cheque may be automatically sent to you without having to claim for it as set out above. If this applies, this will be confirmed to you in the order journey.
£25 Plusnet Cashback Cheque with Unlimited Fibre
£25 Plusnet Cashback Cheque offer ends 15 January 2025, and is available to new Plusnet customers ordering Unlimited Fibre on a 18 month contract online at or by calling Plusnet. Subject to availability.
£25 Plusnet Cashback Cheque with Unlimited Fibre Extra
£25 Plusnet Cashback Cheque offer ends 15 January 2025, and is available to new Plusnet customers ordering Unlimited Fibre Extra on a 18 month contract online at or by calling Plusnet. Subject to availability.
Broadband Extras
Plusnet Safeguard
Included with all of our broadband packages, Plusnet Safeguard filters inappropriate web content for your household. Further information can be found here.
Plusnet Protect powered by McAfee
Our security package protects you from online threats. Charges apply for Unlimited Fibre broadband customers. Further information can be found here.
Frequently Asked Questions about plusnet livechat
Does Plusnet have UK call Centres?
As we explain below, Plusnet has 100% UK-based customer service.Mar 28, 2021
How do I get in touch with Plusnet?
Give us a call. Call 500 from your Plusnet Mobile or 0800 079 1133 (press option 1, then option 2) from any phone.
