Support Pages > Plusnet Service > Policies

Summary: Providing visibility of the key policies that ensure fairness and accountability with how we deal with our customers.

Introduction

Plusnet strives to be open and transparent about every aspect of our business. The Plusnet Policies section of our website exists to provide complete visibility of the customer policies which Plusnet uses in its daily operations. The information presented here is, word for word, the same as that used by our support team during training and when handling customer queries. We are presenting this information in order to aid consistency of information and provide a clear expectation as to how we will handle any situation before a customer speaks to us.

These pages should be read in conjunction with our general Terms and Conditions. It should be noted that these policies are subject to change without notice. They may change frequently in response to our changing environment, customer feedback or new business decisions. These policies do not, as a general rule, form part of your contractual terms; but that doesn't affect your rights as a consumer of course. While we will endeavour to inform our customers of any changes in policy, a change here does not warrant a change to our Terms and Conditions and will not be notified to all customers like a T & Cs change would be.

Policies:

  1. Cancellation Policy
    How we handle cancellations, downgrades to non subscription accounts and migrations to another ISP.
  2. Failed Billing Policy
    This policy describes what happens when we are unable to take a subscription payment for Broadband or Home Phone services.
  3. IP Block Allocation Policy
    How we handle requests for blocks of IP addresses and the formal protocols applicable to such requests.
  4. Home Phone Faults Policy
    Information on our policy on Home Phone Faults and related issues.
  5. Plusnet Data Retention Policy
    Information about the actions Plusnet take concerning all data, and its storage or deletion.
  6. Product Change Policy
    This article explains the policy that is applied when a customer changes their product.
  7. Privacy Policy
    Details about your right to privacy and how we protect your personal information.
  8. Ofcom General Condition 24
    What the Ofcom General Condition 24 is and how we comply with it.
  9. SMS Terms of Service
    Information about our SMS notification service.
  10. Complaints Policy
    Details about our code of practice for handling complaints.
  11. Accessibility
    How to get the most out of our website, if you've got special access requirements.

Last edited 24th June 2011