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.
Skip the writing, get your claim in 15 seconds.
We'll draft a firm, ready-to-send demand tailored to your situation. Free.
Build my claim →Want a number first? Check the Ofgem deadlines and £40 payments your energy supplier owes, or see every provider's 2026 price rise and who can leave free.
Your rights
Plusnet is signed up to the Ofcom Automatic Compensation Scheme, which entitles you to compensation for certain service issues. For a total loss of broadband or landline service, you are due £10.34 for each calendar day the service remains unrepaired, starting from 11:59 p.m. on the second working day after the fault is reported. Compensation is capped at 60 days. This compensation may stop if you miss an engineer appointment, decline the earliest available appointment, or if the fault is found to be inside your property. 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, and this breach cannot be remedied or repeat performance is not provided within a reasonable time, you may have a right to a price reduction 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 £10.34 per day under the Ofcom scheme, starting from 11:59 p.m. on the second working day after you reported the fault. For partial service or longer disruptions not covered by automatic compensation, 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. Plusnet aims to respond to online complaints within 5 working days, or within 10 working days for letters.
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 (£10.34 per day) 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 (£10.34 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.
What actually happens
Most Plusnet customers seeking compensation for outages will receive the automatic payment of £10.34 per day for a total loss of service. This compensation starts after the second working day following your fault report and is capped at 60 days. Plusnet aims to credit eligible compensation to your account within 30 days of the fault being fixed. Initial complaints submitted online typically receive a response within 5 working days. If Plusnet does not resolve the issue to your satisfaction, escalating to the Communications Ombudsman is the next step. While the Ombudsman can make binding decisions, many cases are resolved by Plusnet directly once the customer clearly states their rights and the correct compensation amount, often at step 4 of the process.
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 11:59 p.m. on the second working day after you report the fault. For general service issues not covered by automatic compensation, 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 has not resolved your complaint to your satisfaction, or if 6 weeks have passed since you first complained, you can escalate your case to the Communications Ombudsman. They are an independent dispute resolution service that can make binding decisions. You can also go to the Ombudsman sooner if Plusnet issues a deadlock letter, indicating they cannot do more to resolve your complaint.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-15.