Business Broadband and Fibre Broadband service levels

All dates provided relating to the installation and activation of your Broadband or Fibre Broadband service are estimates. We will do our best to meet these dates however we cannot guarantee your service will be activated on those dates.

All our Broadband and Fibre Broadband services come with Standard Care (unless you chose to take Enhanced Care – see below). With Standard Care we aim to respond to any technical support queries raised via the Plusnet portal within 8 hours.

If you chose to take our Enhanced Care service, Plusnet commit to a 1 "working hour" response for all technical support enquiries and 24 "working hours" resolution for any fault found to have originated within your broadband service.

Where we fail to meet these service levels, we will compensate you with a maximum £20 service credit.

If we've arranged an engineer visit to install your service or resolve a fault at a time pre-confirmed with you and we fail to keep that appointment, you will be entitled to compensation calculated on a pro-rata basis against your subscription fees.

The maximum compensation claimable for each line is £180 per annum.

See our Business Broadband Service Schedule for more details.

Cookies on the Plusnet website

We use cookies from Plusnet and our partners so that you get the best experience on our website. They’ll remember your settings, improve social media features and make sure you get personalised offers.

By clicking ‘I Accept’ you accept all cookies, or you can choose which ones you’re happy for us to use. You can change these at any time.

Change your cookie settings

Cookies are small text files that are saved on your computer when you visit some websites. To find out more about the cookies we use, view our cookie policy.

We use them to make our website easier to use. You can remove any cookies already saved on your computer, but this might mean some features won't work as well.

Here's the types of cookies we save. You also can change your settings below:

Essential (They're always needed)

These types of cookies:

  • Help the website display and work correctly
  • Remember what’s in your shopping basket
  • Allow login on the site


These types of cookies:

  • Enable live chat support
  • Remember decisions you made on the site so you don't need to make them again
  • Make your experience on the site more efficient


These types of cookies:

  • Allow you to share on social media
  • Let you comment on blogs
  • To tailor the advertising you see when you visit other websites

Cookies settings successfully updated

You can change these settings at any time on our Cookie policy page. These settings apply to new cookies. If you'd like to remove existing cookies, this can be done in your browser settings.