Get a Refund from Plusnet for Internet Outages

If your Plusnet internet or phone service has been down, you're not getting what you paid for. You have a right to compensation for the disruption and loss of service. This guide will help you claim what you're owed.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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Your rights

Plusnet is signed up to the Ofcom Automatic Compensation Scheme, which entitles you to compensation for certain service issues, including delayed repairs following a total loss of service. For a total loss of broadband or landline service, you are typically due £9.33 for each calendar day the service remains unrepaired after it was reported. Additionally, under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. If Plusnet fails to provide the service you paid for due to an outage, you are entitled to a proportionate refund for the period of disruption.

Step by step

1Check Plusnet's service status page online to confirm the outage is known and get an estimated fix time. Note down any reference numbers.
2Report the fault to Plusnet directly if it's not already listed. Get a fault reference number and an estimated repair date. Keep a record of when you reported it.
3Calculate the compensation you are due. For a total loss of service, this is at least £9.33 per day under the Ofcom scheme. For partial service or longer disruptions, you might claim a pro-rata refund of your monthly bill for the affected period.
4Contact Plusnet (preferably in writing, via email or their online portal) to formally request the compensation. Clearly state the dates and times of the outage, your fault reference number, and the amount you are claiming, citing your rights under the Ofcom scheme and the Consumer Rights Act 2015.

What they'll say, and your comeback

“The outage was due to an external issue, so we're not responsible.”

Comeback, Regardless of the cause, Plusnet is contractually obligated to provide the service I pay for. If you cannot, you must compensate me for the loss of service, as per the Ofcom Automatic Compensation Scheme and the Consumer Rights Act 2015.

“We've already applied a small goodwill credit to your account.”

Comeback, While I appreciate goodwill gestures, I am entitled to compensation for the full period of service loss as outlined by the Ofcom Automatic Compensation Scheme (£9.33 per day for total loss of service) and my rights under the Consumer Rights Act 2015. The credit offered does not fully cover this.

“Our terms and conditions state we are not liable for outages beyond our control.”

Comeback, Your terms and conditions cannot override my statutory consumer rights under the Consumer Rights Act 2015, which requires services to be provided with reasonable care and skill. Furthermore, Plusnet is a signatory to the Ofcom Automatic Compensation Scheme, which mandates compensation for service loss.

FAQ

How long does an outage need to be for me to get compensation?

Under the Ofcom Automatic Compensation Scheme, compensation for a total loss of service starts from the day after you report the fault, or from the estimated repair date if that's later. For general service issues, any period of significant disruption where you didn't receive the service you paid for can warrant a pro-rata refund.

What if Plusnet refuses to compensate me adequately?

If Plusnet does not resolve your complaint to your satisfaction within 8 weeks, you can escalate your case to the Ombudsman Services: Communications. They are an independent dispute resolution service that can make binding decisions on your behalf.

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A self-serve tool, not a law firm. General information, not legal advice.