Customer Service

1) What happens if your subscription payment is unsuccessful
2) Reasons why your payment may have been unsuccessful
3) What to do if you miss a payment
4) Unsuccessful initial broadband payments
5) How you can avoid missing payments
6) Your security

1. What happens if your subscription payment is unsuccessful?
If your subscription payment is unsuccessful we'll let you know. Each time you connect to the Internet you'll see an alert, this will tell you what has happened and will ask you to make a payment.
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2. Reasons why your payment may have been unsuccessful
The most common reasons for unsuccessful payments are:

The card you normally pay with may have expired - Please check your payment details to see if this has happened. If the card you have registered has expired it's easy to update your details. Simply click Update details underneath Primary payment method to replace the old information with a new card. When you've done this you'll see the amount outstanding on your account and you can choose to pay this using your new details.

Your bank may have been unable to authorise the payment - You may not have had enough credit in your account when the subscription payment was due. However, if you know that you've now got enough credit in your account you can pay the outstanding amount using your current card details.

If you still don't have enough credit, you can change your payment details to use a different account. Do this by clicking Update Details underneath Primary payment details).
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3. What to do if you miss a payment
If we can't take your payment you must update your payment details within 3 days of us letting you know. If you don't update your payment details within this time your Internet service will be deactivated.

Important: Once you've made your payment to clear the outstanding amount you need to disconnect and reconnect to Plusnet. You'll then be able to use your service as normal.

If you need help with updating your payment details, or paying your subscription, please contact our support team using the Help Assistant.
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4. Unsuccessful initial broadband payments
If your first payment for broadband is unsuccessful your order will be delayed. This means it will take longer for your service to be activated. If this happens we'll tell you straightaway and advise you what to do next.

If your initial payment was made by credit or debit card - Your broadband order will be put on hold. We'll then ask you to either update your card details or choose a different way to pay. Once we've received your payment successfully your broadband order will continue to be processed as normal.

If your initial payment was made by Direct Debit or cheque - Your broadband order will be put on hold. We'll then ask you to make payment within the next 2 days (and if necessary ask you to update your payment details). Unfortunately if you don't make this payment, your broadband order will be cancelled. We'll let you know if this happens and you will be able to place a new order if you want to.
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5. How you can avoid missing payments
You should always make sure that you keep your payment details up-to-date. To help you with this, if we find that your card has expired we'll send you a reminder email before your payment is due. This gives you time to visit the Member Centre and add new payment details.

We also recommend that you add secondary payment details (i.e. details of another credit or debit card). This will mean that if your primary card does expire you won't notice any interruption to your payments or broadband service, as we can take your subscription using your second card.
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6. Your security
We take your online security very seriously. We use industry-standard security technology to make sure that all your details stay private. All payment and personal details are encrypted and transmitted using a Secure Socket Layer (SSL) connection.
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