S21Click for drop down menuClick to searchReview of mobile phones and smartphonesReviews of tabletsReviews of TVs, DVD players, Blu-Ray players, Freeview, & games consolesReviews of home appliancesReviews of services and companiesReviews of mobile phone networksReviews of broadband internet & phone providersReviews of electricity & gas suppliers

Plusnet Mobile

User questions

Sorry - questions and comments on this page are now closed.

I ve bought an only sim contract after leaving from another company. I ve been trying for a whole week to sign in my account with all my details correct so that i can see my usage and it shows "service unavailable TEMPORARILY, try again later' every single time i try. Is this a joke ?

Asked by Katerina from UK on 28th May 2017

Reply by Plusnet Team from UK on 28th May 2017
Hi Katerina,

I'm really sorry to hear you're having issues with accessing your My Account. We're not aware of any known issues with our website. Have you tried logging in via a different Internet browser/ device? Our site is compatible with all devices and browsers, however, it may be a fault with the current one you're using.

Please let us know how you get on, so we can run through some more troubleshooting with you. We're contactable by dialing 500 from your Plusnet SIM, 0800 0791133 from another line or you can contact our friendly Live-Chat Team via our website. We also have our Facebook and Twitter pages too! -Ashleigh

My new plusnet sim is saying I'm on Orange and is 3G every where I've used it...is its normal?

Asked by Sharon from Scotland on 19th Mar 2017
I assumed I'd be on EE but when I put the sim in my fone it's saying I'm using orange network and as yet there has been no sign of 4G only 3G.

Reply by Plusnet Mobile Team from UK on 20th Mar 2017
Good afternoon Sharon!

All of our new SIM cards should be ready for 4G, so it may be an issue with coverage in that area (you can take a look at that here: https://www.plus.net/mobile/coverage-checker/). Alternatively, your handset may still be trying to use your previous SIM's configuration, and you may need to select options for our APN (which you can find here: https://www.plus.net/help/mobile/mobile-phone-and-voicemail-settings/ and then click: 'What are the APN settings for my phone?").

Of course, we'd more than happy to look into this with you, and to sort out what needs to be done to get you enjoying your account and service to the fullest. You can get in touch with us on our Live Chat (https://www.plus.net/mobile/), by calling 0800 079 1133 (or for free on 500 from your Plusnet mobile) or you can also email into us at mobile-help@plus.net (quoting "S21 Review"). Don't forget we can also be reached on Facebook and Twitter! :)

Thanks for getting in touch with us and taking the time to leave a review!

-Marc

Mobiles don't work.

Asked by James kane from Uk on 31st Jan 2017
My wife and I switched from another network about 4 months ago. Last Thursday the mobiles stopped working. I called plusnet and was told there was a problem with the "life mobile" system so new SIM cards would be sent out. They Didn't work either. I had another new SIM card today but it doesn't work. What on earth is going on, I have phoned 13 times and just get a load of trash from the call centre staff. Thank goodness they're only 30 day contracts.

Reply by Plusnet Team from UK on 1st Feb 2017
Hi James,

Thank you for taking the time to leave this review; we do appreciate all the feedback we receive. Iím sorry to hear youíve been experiencing issues with no service on your handsets, this is certainly not the service we aim to provide for our customers and take action to resolve any issues as quickly and as hassle-free as we can. We do have a troubleshooting process which involves sending a replacement SIM, so If the SIM has a fault, this will usually resolve the issue. I understand that in this situation this doesn't seem to be the case and we would like to investigate this further.

We pride ourselves on our Customer Service here, so I apologise if you haven't received our usual high standard, we take all matters seriously and I'll ensure that this is fed back for improvement.

Rest assured James, we'll do all we can to get you back up and running, we certainly don't want to lose you as a customer. You can call us on 0800 079 1133, catch us on our Live Chat feature or alternatively you can email us quoting "S21 Question" to mobile-help@plus.net, I'll make sure this gets picked up and dealt with accordingly.

- Rebeka

Will a plus net SIM work in EE phone?

Asked by Kev from Uk on 29th Jan 2017

Reply by Plusnet Team from UK on 29th Jan 2017
Hi Kev,

Thanks for getting in touch with us. If you have purchased your phone from EE you will need to get this unlocked for our SIM to work, if the handset has been purchased unlocked to all networks, you'll still need to test your handset to ensure it remains unlocked.

Most modern phones, particularly iPhone's, will lock to the network of the first SIM that you insert into the handset, even if it has been purchased unlocked. We don't provide an unlocking service, so you'll need to contact your manufacturer or network provider for this to be done.

If you have any further questions, you can call us on 0800 079 1133 or send an e-mail to mobile-help@plus.net quoting "S21 Question" and our friendly team will be more than happy to help!

- Rebeka :-)

What is the matter with the plusnet website?

Asked by Andrew from UK on 21st Dec 2016
I have been trying to access my account with Life (now Plusnet) for over 2 weeks now. I continually get this message - "www.plus.net took too long to respond". Can someone please tell me what is wrong with it.

Reply by Plusnet Team from UK on 21st Dec 2016
Hi Andrew,

Thanks for getting in touch with us. We're not aware of any issues with the website, it appears to be up and running our end. You can always try a different web browser or device and see if that helps.

If you have any further questions, you can call us on 500 free from your handset, 0800 079 1133 from a different handset or send an e-mail to mobile-help@plus.net quoting "S21 Question" and we'll be more than happy to help!

- Rebeka

Reply by S21 from UK on 21st Dec 2016
You could try cleaning out the cache and cookies from your browser, or use incognito mode in Chrome.

Extend timeout before divert to voicemail?

Asked by Alan from UK on 19th Dec 2016
Hi there,

I've just been chatting online to one of your support people, I wanted the timout before an unanswered call gets diverted to voicemail extended.

He said you can't do that, is that correct?

I'm pretty sure LifeMobile could extend it to a maximum of 30 seconds, is that no longer possible with PlusNet?

Thanks.
Alan.

Reply by Plusnet Team from UK on 19th Dec 2016
Hi Alan,

Thanks for getting in touch and bringing this to our attention. I'm sorry to hear you've been advised of this but I can confirm we're able to extend the ring-time to a maximum of 30 seconds before it reaches Voicemail. We'll need to raise this with the relevant department in order to do this and we advise a timescale of 5 working days for a response once it's been sent off.

If you give us a call by dialling 500 from your SIM, one of our colleagues will ensure this is sorted for you! -Ashleigh

Text messages to mobile shortcodes?

Asked by Ian from UK on 12th Dec 2016
https://www.plus.net/help/legal/mobile-price-guide/

The above page mentions that text messages to landline numbers are non-inclusive and charged at 15p per message and that text messages to mobile numbers are inclusive and then charged at 15p per message after the inclusive allowance has run out.

When sending a message to a mobile shortcode, the service provider usually states something like "messages cost £5 plus the cost of one standard rate message". What is the cost of one standard rate message sent to a five-digit mobile shortcode? This information is missing from your list.

Please add it.

Reply by Plusnet Team from UK on 12th Dec 2016
Hi Ian,

Thanks for getting in touch with us about this.

The reason we donít have information on the prices for sending text messages to shortcode numbers is due to us not supporting this service; however I should let you know that texting landlines is free as long as youíve still got text messages left in your bundle. We'll only charge you 15p if you continue to send text messages once your text messages run out.

I will feed this back to the relevant teams to look into including this information on our website.

If have any further questions please send us an e-mail to mobile-help@plus.net. :) - Emily

Reply by Ian from UK on 13th Dec 2016
A one line clarification that "Plusnet does not support sending text messages to mobile shortcodes" will alleviate people asking why they are unable to vote on various TV shows or enter competitions.

As for text messages SENT to landline numbers, the mobile-price-guide page is explicit in explaining that the inclusive allowance covers "standard texts to any UK mobile". It does not mention texts to landline numbers.

In the price table "Send a text message to UK landlines" is in the part headed "Additional charges - these are the charges for services that aren't included in your plan".

If text messages to landlines are included in the allowance, you'll need to fix the wording to make this clear. Currently it implies the opposite.

Reply by Plusnet Team from UK on 17th Dec 2016
Hi Ian,

Thanks for getting back in touch with us about this.

We're thankful for your great suggestions on how we can improve our website, and I can assure you we're always working hard to improve every aspect of plusnet mobile; including the website.

If you have any further advice on how we could change this, please send an e-mail to mobile-help@plus.net or you can always contact us via our Live Chat feature. - Emily

Error: Call-forwarding numbers.

Asked by Ian from UK on 12th Dec 2016
https://www.plus.net/help/legal/mobile-price-guide/

The above page contains a popup list of prefixes headed "call forwarding service numbers".

Ofcom's National Telephone Numbering Plan says that these ranges are ordinary UK mobile numbers.

On 1 May 2015, Ofcom forced the termination rate for these mobile number ranges to be the same as the termination rate for all other UK mobile numbers.

See table 5 and table 7 of the Ofcom MCT 14 Statement.

Please explain why you are charging the numbers listed below differently to other UK mobile numbers.

List of call forwarding service numbers

074061 075891 0775530 078745 075377
077448 078227 074062 075892 0775533
078921 075590 077449 078730 074063
075893 077554 078922 075595 07755
078744 074065 076660 0775544 078930
075597 077552 079780 074068 077001
077555 078931 075598 0775520 079781
074181 07744 0775555 078933 075718
0775522 079788 074577 077442 078220
078938 075890 077553 079789 075201
077443 078221 078939 078229 079784
075371 075207 077444 078223 079112
078360 079785 077447 075208 077445
078224 079118 078644 079786 078226
075209 077446 078225 0795398 078727
07978620000

Time runs like butter melting.

Asked by Declan from uk on 10th Dec 2016
How long does it take between me sending a request for a PNMobile (PNM) service and the actually being able to use the service? Please provide mean and range ie shortest and longest times.
2) During the waiting wait to receive a new sim, at what stage and for how long will I loose mobile service I not be able to make calls, noting 3)
3) Please assume for both the first and second questions, that I would like transfer my number.

Thankyou.
Declan

Reply by Plusnet Team from UK on 10th Dec 2016
Hi Declan,

Thanks for contacting us. Once you've placed the order, the SIM will be delivered within 1-2 working days. On the day you receive the SIM, it will automatically activate and you'll receive a Welcome Email to confirm it's Live and this will also contain your details for your mobile My Account.

If you're looking to transfer your number across, once the SIM is active; it will take a further 2 working days for the port-in to complete. During the port-in process, you'll still be able to use your existing mobile number, however; you may experience some disrupted service. I hope this helps!

If you have any further queries; please don't hesitate to get in touch by calling 0800 0791133 or you can pop up to our friendly Live-Chat Team via https://www.plus.net/mobile. -Ashleigh

When receiving incoming calls on my Plusnet Mobile, it only rings for 30 seconds and then the call is disconnected.

Asked by Dr Hall from UK on 9th Dec 2016
Plusnet state that this is the maximum, but totally unacceptable to me; I need it to ring for considerably longer!

Reply by Plusnet Team from UK on 10th Dec 2016
Hi Dr Hall,

Thanks for getting in touch. When extending your ring-time, the maximum it can be set to is 30 seconds as you've been advised. I'm sorry to hear you're dissatisfied with this process and I apologise we're not able to provide you with a longer time; it's certainly something we'll take on board.

We appreciate all feedback as this only allows us to improve as a network provider- if you would like to discuss this further, please feel free to get in touch and we'll do all we can to help. -Ashleigh

The £10 sim only deal looks good value but it ends in a few days.

Asked by Mike from UK on 9th Dec 2016
It is a monthly rolling contract. Does this mean that when the contract is renewed next month it will be at the usual £15? Thanks.

Reply by Sarah from UK on 9th Dec 2016
Hi Mike, thanks very much for getting in touch. I'm glad you like our great value introductory deals! Once you sign up to this offer it will remain at the £10 price each month.

If you need any help or have any questions, feel free to give us a call on 0800 079 1133 and our friendly customer services team will be happy to help with any queries you have. We look forward to have you Mike! - Sarah

Other numbers?

Asked by Ian from UK on 8th Dec 2016
https://www.plus.net/help/legal/mobile-price-guide/

The pricing details on the above page are incomplete.

The price list table does not have any information on the following numbers:

Non-geographic numbers starting 080
Corporate numbers starting 055
VoIP numbers starting 056
Police non-emergency number (101)
Powercuts and blackouts emergency helpline (105)
NHS non-emergency number (111)
Emergency services (112 or 999)
Helplines of Social Importance starting 116
Speaking clock (123?)

For completeness, please add these details.

Reply by Plusnet Team from UK on 9th Dec 2016
Hi Ian,

I can see you have a lot of questions for us which is fantastic! We'd love to answer them all for you, so if you could write a list of everything you need clarification for, get that sent over to us via email and we'll get that picked up by our friendly team!

We're always more than happy to help and this way, we can reply to you with all your questions answered, summarised and all in the one place. The email address you need is mobile-help@plus.net and if you could please quote "S21 QUESTION", we'll obtain all the relevant information and get this sent back to you as soon as possible.

Hope this helps!

- Rebeka

Isle of Man and Channel Islands?

Asked by Ian from UK on 8th Dec 2016
https://www.plus.net/help/legal/mobile-price-guide/

The above page mentions that there are different charges for calls to numbers allocated in the Isle of Man and Channel Islands but fails to list the applicable prefixes or specify the costs. You say:

"There are additional charges for calls and texts to other numbers in the UK and to all numbers outside the UK (including to the Isle of Man and the Channel Islands) and sending media messages, which may include messages containing emoticons. Weíve detailed these further down."

Please add the list of prefixes and the costs to the price list table on that page.


Reply by Plusnet Team from UK on 9th Dec 2016
Hi Ian,

Our charges for the Isle of Man and the Channel Islands are listed on the website, you'll find them on the following link https://www.plus.net/help/mobile/roaming-and-international-calls/ listed under Band 9.

Hope this helps! If you need anything at all, don't hesitate to contact us on 500 free from your handset, 0800 079 1133 from a different handset or by popping over to our website and catching us on our fantastic Live Chat feature. Alternatively you can email us at mobile-help@plus.net quoting 'S21 Question' and our friendly team will pick this up!

- Rebeka

Reply by Ian from UK on 12th Dec 2016
Landlines and mobiles allocated in Jersey, Guernsey and Isle of Man use 01 and 07 numbers that are a part of the UK National Numbering Plan.

While you have listed their prices (buried in Band 9 in the International price list) you have not specified the applicable prefixes that are charged at these different rates.

O2 are much more transparent in this regard. o2.co.uk/popups/jersey-guernsey-and-isle-of-man

Please add a list of these prefixes to the your price list, otherwise how are people supposed to work out that, for example, 074529 is a UK number and 074525 is not?

Is retrieving voicemail no longer included in plan minutes?

Asked by Alan from UK on 5th Dec 2016
With LifeMobile, retrieving voicemail messages was included in the plan minutes. Is this no longer the case with Plusnet?

Reply by Plusnet Team from UK on 6th Dec 2016
Hi Alan,

Thanks for getting in touch, Voicemail is included in your bundle allowance. You'll only be charged 40p per minute if you exceed your bundle and have no minutes left.

Hope this helps! If you need anything at all you can always contact us on 500 free from your handset, 0800 079 1133 from a different handset or by popping over to our website and catching us on our fantastic Live Chat feature. Alternatively you can email us at mobile-help@plus.net quoting 'S21 Question' and our friendly team will pick this up!

We're always happy to help!

-Rebeka

03 numbers?

Asked by Ian from UK on 5th Dec 2016
The Plusnet Mobile FAQ says that 03 numbers are "inclusive". A few lines further on it says they are "free" (like 080 numbers). The latter appears to be a type. Please fix the FAQ.

Reply by Plusnet Team from UK on 5th Dec 2016
Hi Ian,

Thanks for getting in touch. Just to clarify all 0800, 0808 and 03 numbers are free of charge. You can view our price guide via this link: https://www.plus.net/help/legal/mobile-price-guide/. I'll certainly pass your feedback across- although I've been made aware, we're already in the process of rewording some of the information on our website! -Ashleigh

Reply by Ian from UK on 5th Dec 2016
I think you will find that 03 numbers are not actually "free".

As it says on your FAQ...

Your allowance includes:
- calls to any UK mobile, UK landline and national numbers beginning 01, 02 and 03
- standard texts to any UK mobile
- mobile data within the UK
- calls to numbers beginning 0800, 0808, 03, which are free of charge.

You'll see that you mention "03" twice. The second mention appears to be an error.

Additionally, you fail to clarify that "mobile" means "071-075 and 077-079". Please add that too.

Reply by Plusnet Team from UK on 9th Dec 2016
Hi Ian,

Just for clarification the information on the website is correct. As listed, any calls to any UK mobile, UK landline and national numbers beginning 01, 02 and 03 are included in your minutes allowance. However, if you exceed your minutes, then 03 numbers are free along with 0800 and 0808 numbers. Also just to clarify that all UK mobile numbers start with '07'.

If you need anything at all, don't hesitate to contact us on 500 free from your handset, 0800 079 1133 from a different handset or by popping over to our website and catching us on our fantastic Live Chat feature. Alternatively you can email us at mobile-help@plus.net quoting 'S21 Question' and our friendly team will be more than happy to help!

- Rebeka

Reply by Plusnet Team from UK on 9th Dec 2016
Hi Ian,

I have received more clarification on the extension of numbers beginning 01, 02 or 03. They are included in your bundle allowance so for example, 0345 numbers will be taken for your minutes. 0300 numbers along with 0800 and 0808, are free entirely and won't be charged at an extra rate or use any of your minutes allowance up.

I'll be sure to feed this back for more clarification on the website.

If you need anything at all, let me know and I'll help in anyway I can.

- Rebeka

Reply by Ian from UK on 12th Dec 2016
While offering entirely free calls to 0300 numbers is an extremely generous offer, I am absolutely sure that whoever told you that is the case is confused and has got it wrong.

Calls to 03 numbers are inclusive in allowances. Once the allowance has run out, they are charged at the same rate as calls to 01 and 02 numbers.

On the point about mobile prefixes, UK mobiles do not start "07". They start 071-075 and 077-079. Specifically 070 and 076 are NOT mobiles, they are other services charged at a premium rate.

Clarifying that mobiles means "071-075 and 077-079" helps people avoid making unintended premium rate calls.

Mobile numbers?

Asked by Ian from UK on 5th Dec 2016
The Plusnet Mobile price list and FAQ clarifies that "UK landlines" means "01, 02 and 03" but fails to clarify that "UK mobiles" means "071-075 and 077-079".

Please add this clarification.

It is important as it signals that 070 and 076 numbers are NOT mobile numbers.

Reply by Plusnet Team from UK on 5th Dec 2016
Hi Ian,

The minutes include all UK Mobile and Landline numbers. However, there are some numbers beginning with 070, 076 which may be chargeable as they're sometimes classed as a call forwarding service, or a radio-paging service; which aren't included within your bundle. If any of the numbers are chargeable, this will be stated before the call connects.

If you have any further queries at all; please don't hesitate to get in touch. You can dial 500 from your Plusnet SIM, 0800 0791133 from another line or you can access our Live-Chat Team via https://www.plus.net/mobile/. -Ashleigh

Reply by Ian from UK on 5th Dec 2016
Yes. In your price list and FAQ, where you state that...

"calls include mobiles and landlines starting 01, 02 and 03"

please update this to state that ...

"calls include landlines starting 01 and 02, non-geographic numbers starting 03 and mobile numbers starting 071-075 and 077-079".

That is, plase add the clarification "071-075 and 077-079" to the blurb on your website to make this absolutely clear.

That is the thing that I am pointing out. You have stated "01, 02, 03" for landlines but have failed to state the prefixes for "mobiles". Mobiles are "071-075 and 077-079".

Reply by Plusnet Team from UK on 9th Dec 2016
Hi Ian,

We can't update this on the website to clarify the above mobile numbers are included with mobiles and landlines starting 01,02 and 03 as not all of them are. The mobile numbers you have stated '071-075 and 077-079' are all UK, Isle Of Man and the Channel Island's numbers, some will be included in your bundle allowance, however the numbers connected to the Isle of Man and Channel Island's are classed as out of bundle charges and you'll find these within our roaming and international calls section under band 9. You would need to check the number you are calling first to ensure it is a UK mobile number and not number for the Isle of Man or the Channel Island's.

Hope this helps!

- Rebeka

Reply by Ian from UK on 12th Dec 2016
Are you aware that Jersey, Guernsey and Isle of Man landline numbers start 01, specifically 01481, 01534 and 01624?

The price list says "UK landlines starting 01, 02 and 03". This obviously excludes CI and IoM "01" numbers as they are outside of the UK.

Likewise for mobiles "UK mobiles starting 071-075 and 077-079" obviously excludes 07 mobile numbers in CI and IoM. By specifying "071-075 and 077-079" you would be highlighting that 070 and 076 are NOT mobile numbers. That is the point.

Reply by Ian from UK on 16th Dec 2016
I am still struggling to understand your unwillingness to add a simple clarification to your price list.

"UK mobile numbers starting 071-075 and 077-079 -- 15p per minute".

Adding the prefixes "071-075 and 077-079" would clarify that the stated price does not cover numbers starting 070 and 076.

Using the words "UK mobile numbers" clarifies that this does not apply to mobile numbers allocated in Jersey, Guernsey or Isle of Man.

It couldn't be any simpler or less unambiguous.

0500 numbers?

Asked by Ian from UK on 5th Dec 2016
Plusnet Mobile says in one place that 0500 calls are free. In another it says 20p per minute. Which one is correct?

Reply by Plusnet Team from UK on 5th Dec 2016
Hi Ian,

Thanks for getting in touch with us.

If you were wanting to call 0500 numbers, this would be charged at 20p per minute. You'd also need to contact us to have the Non-Geographical call's turned on, as this service is automatically turned off when the account is set up.

I hope this answers your question, and if there's anything else we can help you with in the future feel free to give us a call on 0800 079 1133 or even check out our awesome Live Chat feature available on our website. :) - Emily

Reply by Ian from UK on 5th Dec 2016
Now that you have clarified that calls to 0500 numbers are 20p per minute, please update the part (under "the legal bit" heading) on your website where you say they are free.

Reply by Plusnet Team from UK on 9th Dec 2016
Hi Ian,

I have an update on this. 0500 numbers will not be charged at an extra rate or use up any of your minutes allowance. They are free entirely.

If you need anything else, let me know and I'll be sure to help!

- Rebeka

Reply by Ian from UK on 12th Dec 2016
If that is the case, please update the price list where you currently state that calls to 0500 numbers are 20p per minute from Plusnet mobile phones.

This contradicts the statement on your "the legal bit" page where they are stated as being "free" from plusnet mobile phones.

Tried to open an account with life mobile last year.

Asked by Jennifer Gibson from uk on 3rd Dec 2016
However the account never got started as no Sim ect was received despite contacting them of numerous occasions it still shows the account as being in arrears, which as it never was up and running this cannot be right. they have said on numerous occasions that they would sort it out but it is still showing on my credit report. could you sort this out?

Many thanks

Jennifer gibson

Reply by Plusnet Team from UK on 3rd Dec 2016
Hi Jennifer,

Thanks for getting in touch. I'm sorry to hear about this and I'd really like to help. I can't discuss account specifics on here due to it being a public platform, but if you could call us on 0800 079 1133 or send us an email to mobile-help@plus.net quoting 'S21 Question', our team will pick this up and help in anyway they can!

- Rebeka

Why cant i log into my life mobile account?

Asked by jason from england on 1st Dec 2016
Just want to log into my account and it won't work with plusnet.

Reply by Plusnet Team from UK on 2nd Dec 2016
Hi Jason,

Thanks for getting in touch. Even though we are now Plusnet mobile, your login details should remain the same as they were with LIFE Mobile. If you pop over to www.plus.net and click on the 'My Account' tab you'll be able to login as normal.

If you're having any difficulties with this, you can always contact us on 500 free from your handset, 0800 079 1133 from a different handset or by popping over to our website and catching us on our fantastic Live Chat feature. Alternatively you can email us at mobile-help@plus.net quoting 'S21 Question' and our friendly team will pick this up!

We're more than happy to help. :-)

- Rebeka




Popular articles
Best 55 inch TV of 2017Best 55 inch TV of 2017

Best smartphone under £200 (2017)Best smartphone under £200 (2017)

Mobile phone unlock codesMobile phone unlock codes

Choosing a TVChoosing a TV

Audio technology explainedAudio technology explained

Active 3D vs Passive 3DActive 3D vs Passive 3D

Sim Only TariffsSim Only Tariffs

SAR valuesSAR values


© 2001 - 2017, Landmark Internet Ltd