Due to the coronavirus outbreak we’re making some changes to the way we work
Keeping our people safe
The safety of our people is our number one priority, as they are key to keeping us all connected during the coronavirus outbreak. To protect their health and well-being we will be changing our contact centre opening hours to 8am – 8pm, to help maintain our service to you.
We know you’ll understand our call centre is very busy at this time, so please bear with us if it takes a little longer than usual to speak to us. There’s also lots of ways to get help online at My Account and our Plusnet Community.
Thanks for doing us proud and working with us during this challenging time.
Keeping you connected and in control
It’s quick and easy for you to manage your services online at My Account.
Here’s a quick reminder of everything you can do:
My Account (Broadband)
Here you can get access to your Broadband, phone and TV account, bills and tools. You can also renew or upgrade your current package. Sign in.
My Account (Mobile)
Here you can see your tariff, usage info, Smart Cap details, bolt on options and more. Sign in.
Plusnet Mobile App
Here you can check your mobile bills, view used data and control your spending on the go. Download app.
Help with bill payments
We know that the need to stay safe might mean some customers will face difficulties paying bills at the moment, especially those who run small businesses. If you get in touch we'll try and help make things easier to manage. Don’t worry if it takes a little longer to get through to us – calls to our customer service teams are free.
BT Sport payments
BT Sport update June 2020
Great news. There’s a plan to restart the Premier League and FA Cup this month on BT Sport. Should all continue safely, BT Sport will be broadcasting more than 20 upcoming games.
With live Bundesliga, UFC and the latest news that Premier League football will return to BT Sport on the 17th June, we can confirm that on your next bill from this date, we’ll begin to charge you for your BT Sport service.
What happens next?
From the 17th June, your regular billing will resume. So your next bill from this date will return to normal and we’ll add on your usual BT Sport subscription.
What do I need to do?
You don’t need to do anything – we’ll automatically restart your billing.
Just sit back, relax and enjoy more than 20 Premier League and FA Cup games exclusively on BT Sport. Not forgetting all the action from Bundesliga, UFC and WWE too.
Openreach engineer/ installation appointments
Can I get a new home broadband connection at the moment?
Yes, we’re working hard to get all new connections up and running as soon as we can. If you don’t need a new phone line installing, then there should be no delays.
If you do need a new phone line which requires an engineer visit, you can choose an installation appointment date when you place your order.
Please bear in mind that the appointment calendar is provided by our partners at Openreach. This will only show the dates which they have available. Unfortunately, we’re unable to help you book a date if it’s not showing.
There’s a good range of appointments dates to choose from at the moment.
If an engineer needs to visit my home or premises what will happen?
A large amount of work can be completed outside without an engineer having to go into your property. If an engineer does need to enter your home or premises, they’ll do all they can to safeguard their visit and to follow social distancing guidelines.
To keep you and them safe, there’s a couple of steps which will take place.
Before the visit:
Openreach will send you a text message which will include a short video with three simple steps to follow before they visit. You’ll need to respond to the text to agree to the guidance. If you don’t respond, the engineer will try to contact you to run through the guidance.
On the day of the visit
The Openreach engineer will contact you to ask some screening questions to help them understand if there’s been any changes since you booked your appointment.
The engineer didn’t show up to install my new phone line. How do I book another appointment?
We’re sorry to hear that. Please give us a call, and we’ll do everything we can to sort a new installation date for you as soon as we can. Our call centres are busy at the moment, so it may take a little longer than usual to get through.
If you’re having problems with your connection, before you contact us at this really busy time, we’d like you to help us. Please run some simple checks and follow the step-by-step guide in ourbroadband troubleshooter
If you’re moving house and we’ve already arranged your installation appointment, there’s no need to contact us. We’ll be in touch if we need to make any changes.
To cancel your home move service it would really help us if you could give us as much notice as possible. Ideally at least two working days’. All you need to do is just give us a call. Bear in mind that our call centre will be busy, so you might need to wait longer than usual to speak to us.
Current UK scam relating to Test, Track and Trace (TT&T)
Sadly, there's reports of phishing attempts where scammers are contacting people in the UK, pretending to be from the NHS TT&T team to try and obtain money, for things such as a Covid test. Ofcom has some helpful advice on potential scams,so does the NHS website in England and Scotland.
How NHS Test and Trace will contact you
You'll be contacted by email, text or phone
In England, text messages will come from NHStracing. Calls will come from 0300 0135000
Children under 18 will be contacted by phone wherever possible and asked for their parent or guardian's permission to continue the call.
In England, you'll be asked to sign in to the NHS Test and Trace contact tracing website and in Scotland you’ll go through an assessment pathway for a test. If you can’t use the contact tracing website, they’ll call you.
The NHS Test and Trace service will not:
ask for bank details or payments
ask for details of any other accounts, such as social media
ask you to set up a password or PIN number over the phone
ask you to call a premium rate number, such as those starting 09 or 087.
Unfortunately, the NHS TT&T Contact Centres don’t yet have a number that you can ring to check that the call is genuine. So the things to look out for during the call, are requests for information such as your personal or medical info, passwords, pin numbers, and bank account details. There could also be other requests asking you to buy an item, download software, or visit any website that doesn’t belong to the government or NHS.
Please be on your guard if you are contacted and, if in doubt, visit your region’s Government website.
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