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Metronet Code of Practice

Find out how we handle complaints

August 2014

Table of contents

  1. Metronet
  2. How to contact Metronet
  3. How to make a complaint
  4. Products and services
  5. Our obligations
    1. Repair & Maintenance
    2. Billing & Payment
    3. Leaving us
    4. Customer Confidentiality
  6. Services for disabled and elderly customers

1. Metronet

Metronet offers broadband services to residential customers throughout the UK. Metronet is part of Plusnet plc which is a company registered in England and Wales (Company No. 03279013).

We are committed to offering the highest levels of service within our industry; therefore you can be assured that we take all customer issues seriously.

Nothing within this Code of Practice forms or is intended to form any contract between you and Metronet. The products and services described within this document may not always be available, and may change from time to time. Our standard Terms and Conditions apply to the product or services available. Nothing in this Code of Practice affects your statutory or common law rights.


2. How to contact Metronet

Should you have any queries regarding our range of services, or are experiencing difficulties with the service you can contact us:


Via the Contact Us page.

We cannot reply to cancellation requests raised through our Contact Us page. Customers with cancellation requests should contact our Customer Options Team* on 0845 140 0083 or 0345 140 0200.

By Phone

To speak directly to our Support Team you can contact:

  • Customer Service / Technical Support*: 0800 432 0200 or 0345 140 0200

* We may monitor or record calls to and from our Support Team. We do this for training purposes, or to improve the quality of our customer support.

We are also able to provide support to our hearing and speech-impaired customers via TypeTalk's text relay service should this be required. Furthermore, our Terms and Conditions, or indeed this Code of Practice are available in alternate formats (Large Print and Braille) on request for disabled or elderly customers.


3. How to make a complaint

Whilst we aim to deliver a high level of customer satisfaction we acknowledge that from time-to-time problems do occur. If you are not satisfied with the service you are receiving, please see our Complaints Code of Practice.


4. Products and services

Metronet broadband sales have now moved to Plusnet. Plusnet offers a wide range of great value internet and phone packages for both residential and business consumers. For Plusnet's latest residential or business offers please visit their website.


To find out more information about Plusnet's residential broadband packages, click here.

To find out more information about Plusnet's business broadband packages, click here.


To find out more information about Plusnet's residential phone packages, click here.

To find out more information about Plusnet's business phone packages, click here.

Fibre broadband

To find out more information about Plusnet's residential fibre broadband, click here

To find out more information about Plusnet's business fibre broadband, click here.

BT Sport

To find out more information about how to get BT Sport with Plusnet, click here.


5. Our obligations

Metronet has a number of obligations that it is required to comply with under UK legislation. These obligations ensure our customers are provided with choice and consumer protection. Metronet takes these obligations very seriously, as they ensure that the needs and demands of our customers are met and that we continue to deliver great service. The formal details of the Terms and Conditions relating to our contractual relationship with you can be found in our legal section.


5.1 Repair & Maintenance

In order to carry out corrective maintenance of our network (e.g. for repairs planned maintenance or upgrades), we may need to suspend our service to you or parts of that service temporarily. Before we do this, we will give you as much notice as we can and we will do our best to restore the service as soon as possible. Although we attempt to provide you with the best possible service, we cannot guarantee that the service will always be fault free. However, we aim to correct all reported faults as soon as is reasonably possible.

We offer a number of self-serve options, and we recommend that prior to reporting a service fault to us that you initially check the following:

  • Help & Support, here you can find articles and FAQ's in addition to links which allow you to get in touch with our Support Team
  • Service Status, provides details of any known service-affecting issues

Please note if an engineer is required to visit your premises and the fault is found to be caused by your equipment, internal wiring or as a result of damage to our or BT equipment, a call out charge may be payable by you.


5.2 Billing & Payment


As our customer you have agreed to pay for your selected service(s) as outlined within our Terms and Conditions including all charges for the equipment and services we supply you. If you or we find a mistake on your bill, you will be credited accordingly.

When you register for a service with us you are able to view any charges for which you are liable to pay by logging into My Account and clicking 'Invoices'. You will be notified via email prior to your scheduled billing date of any charges to be applied.

Please note that some services provided maybe subject to our Acceptable Use Policy which can be found towards the end of our Terms and Conditions.


We expect all our customers to adhere to the payment terms within our Terms and Conditions and pay their bills promptly. If you fail to make payment of the charges you owe to us when they are due, exceed any agreed credit limit with us or fail to make payment by the due date we may at our discretion restrict or cancel your service, in part or in full until payment has been received. More information can be found in the failed billing policy provided by Plusnet plc.

If we cancel the services provided to you because you have not made payment within the Terms and Conditions and you later decide to resume the service you will be liable to pay a re-activation and administration charge, where applicable.

If you're going away for a long time, and you might miss a payment, please tell us. This is so we can avoid restricting your service and save you a reconnection fee.

For further information please refer to our billing guide.


5.3 Leaving us

If you are not satisfied with our service and wish to leave us, you can so long as it is in accordance with the Terms and Conditions between us.


5.4 Customer Confidentiality

We take the security of our websites and your data extremely seriously. As such, we have a Privacy Policy (supplied by Plusnet plc) in place that is designed to protect you as our customer.


6. Services for disabled and elderly customers

If you are elderly or have a disability and wish to discuss any special requirements please contact our Support Team and we will try to help you.


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