Is Plusnet down or not working today?

Your broadband or home phone has stopped working

• Text HELP (broadband) or PHONE (home phone) to 07800008121; the text service runs 24 hours a day.
• Plusnet runs tests on your connection; if an engineer is needed, they text you within 15 minutes to book a slot.

You want to try a quick fix first

• Turn your router off and on with the power button; if the light doesn't turn blue, press the factory reset button with a paper clip.

You forgot your password

• Fill out the forgotten password form to get reset instructions.

You forgot your username

• Look at the letter Plusnet sent when you signed up.

You want to see or download a bill

• Log in to My Account: your three most recent bills are on the Billing and Payments page.

You're wondering when the money leaves your account

By Direct Debit, usually five working days after your bill date; by card, on your invoice date.

You need to change your payment method

• Log in and go to Payment Details.

You rely on a landline, telecare device or personal alarm

Traditional landlines are being retired; calls will run over broadband instead.

• Speak to your equipment supplier before moving to a package without a landline.