Creditor Guide: Plusnet

Plusnet plc is a Sheffield based internet service provider (ISP) that offers broadband and landline services across the UK. In 2007, the business was acquired by BT, but continues to operate as a separate brand, with thousands of UK households as customers. If you’re struggling, you can find out how to deal with Plusnet debt below.

The following information is correct as of September 2026.

As an electronic communications provider, Plusnet is required by Ofcom to produce codes of practice covering aspects of its service. In it, you’ll find information on Plusnet debt, including what they can do if you’re unable to pay your bills, which is explained in their ‘Failed payment policy’. This policy states:

• If a payment is rejected or fails (e.g. via Direct Debit), you’ll receive an email and/or SMS (depending on preferences). stating that there has been a billing problem and charges may be incurred.
• When you connect to the internet, prompts will occur to encourage you to make the missed payment.
• If the debt isn’t settled by day 14 since the failed payment, your internet services may be restricted.
• By day 33, if no payment has been made, you’ll be sent an email to notify you of potential closure of your account.
• If no payment has been made 16 days after this email, then your account may be closed, with extra charges possibly added to cover costs incurred.
• The outstanding balance will be passed to an external debt collection agency.

If you’re struggling to pay a Plusnet bill, it’s a good idea to contact them as soon as you’re able to explain your circumstances and find out what support may be available.

Whether your circumstances have changed, or you’re simply struggling to keep up with the payment schedule of your bills, it’s always best to get in touch with Plusnet to update them on your circumstances as soon as you’re able, by ringing 0330 1239 123.

You can also seek advice or ask questions of other Plusnet customers via the Plusnet Community forum.

If your Plusnet bills have contributed to your debt, don’t ignore the situation.

Support is available, including confidential, no-obligation advice 24/7, via our online debt advice tool. 

If you’d rather discuss your circumstances with an experienced debt advisor, please call, 01925 599400 or email info@angeladvance.co.uk.