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How to get help with your service during the bad weather

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,593
Thanks: 10,327
Fixes: 1,602
Registered: ‎21-04-2017

How to get help with your service during the bad weather

We're seeing a high number of faults to the phone and broadband infrastructure, due to the bad weather we're currently experiencing. Engineers are working to restore service as soon as possible. We're really sorry for the inconvenience.

If you believe you're affected by a service outage in your area, or if you have a problem with your service, send us a text:

For a problem with your home phone,

Text PHONE followed by your landline number to 07800008121.
e.g. PHONE 01234567891
(charge may apply at your standard rate)

  • We'll run tests on your connection to find out what’s going on
  • If you need an engineer, we’ll text you in 15 mins to book a slot
  • If you don't need an engineer, our award-winning UK based support team will aim to call you within 30 mins to help sort the problem, though we're really busy at the moment, so this may be a little longer.
  • Service available Mon-Sun: 8am to 8pm
  • Outside of these hours please see our Help and Support guides, and if you’re still having trouble we’ll pick up your message when we’re open

For a problem with your broadband,

Text HELP followed by your landline number to 07800008121.
e.g. HELP 01234567891
(charges may apply at your standard rate)

  • We’ll run tests on your connection to find out what’s going on
  • If you need an engineer, we’ll text you in 15 mins to book a slot
  • If you don't need an engineer, our award-winning UK based support team will aim to call you within 30 mins to help sort the problem, though we're really busy at the moment, so this may be a little longer. 
  • Service available Mon-Sun: 8am to 8pm 
  • Outside of these hours please see our Help and Support guides, and if you’re still having trouble we’ll pick up your message when we’re open

 

For a problem with your mobile service,

Enter your postcode into EE's coverage checker Here, select your mobile device from the list and click on the Check Status button, and this will tell you if there's a known problem in your area that engineers are working on.

 

If you need further help, send us a message us on Facebook (https://www.facebook.com/plusnet) or Twitter (https://www.twitter.com/plusnet), create a topic on our Community Forums Here or you can call us on 0800 432 0200, and we'll be happy to get back to you as soon as we can, but we're really busy, so the wait times may be longer than usual. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet