Tailor your
experience.

Introducing our Essential, Gold and Platinum packages. Giving you full control to tailor your experience to fit your business needs.

WATCH THE VIDEO
JUMP TO FEATURES

From Entrepreneur
to Enterprise.

my.plan is built to connect businesses of every stage and size, and that goes for hosted too. Scroll down to discover the features and package that is right for your business.

Essential
Basic Control

Get started with simple controls and tools and upgrade as you go.

Gold
Increased Control

All the Essentials plus extra features such as Spend and Usage Controls, and deeper insight.

Platinum
Fully Managed

Enjoy comprehensive support with all the tools, features and detailed insights for the ultimate my.plan experience.

FEATURES SUMMARY

Click on the     icons for more details, as well as a description of each feature.

5G DATA
Up to 4G
Up to 5G(LITE)
Up to 5G(MAX)

Enjoy up to 5G connectivity and a choice of speeds, from up to 40Mbps to unlimited.

Up to 5G
Up to 4G
5G (LITE)
5G (MAX)

Enjoy up to 5G data connectivity and choice of speeds, from up to 40Mbps to unlimited. 5G connectivity requires a Gold or Platinum tariff, a 5G compatible phone and 5G availability in the area in which you are using your handset.

5G LITE: Enjoy up to 5G data connectivity and speeds limited to up to 40Mbps on our Pro 16GB and above and MBB 20GB and above tariffs.

5G MAX: Enjoy up to 5G data connectivity and unlimited speeds on our Pro 16GB and above and MBB 20GB and above tariffs.

LOCATION TRACKING
Region
County
Local area

Know where your people are, no matter where in the world your business takes them, with my.plan location services. Thanks to location-based usage insight, you have the information you need to effectively manage your people at your fingertips, 24/7.

Domestic
Region
County
Local area

Stay connected with your remote workforce almost anywhere in the UK.

Thanks to GPS insight from mobile data masts and my.plan app tracking*, we can help you to locate members of your team simply by logging into my.plan. Essential connections are located to regional level, Gold connections can be located to county level, and Platinum connections can be located to the nearest cell tower or down to street level if they have the my.plan app with location sharing enabled.

*Requires mobile data connectivity for cell tower location and the my.plan app to be installed with location tracking enabled. See Guide for full details.

Roaming
Country
Region
Local area

For businesses without borders, my.plan’s map and location tracking help you to keep your people safe, no matter where they are.

Thanks to mobile data masts and my.plan app tracking*, we can help you to locate members of your team simply by logging into my.plan. Essential and Gold connections can be located within a country, and Platinum connections can be located to a region – or even closer with the my.plan app and location sharing enabled.

*Requires mobile data connectivity for cell tower location and the my.plan app to be installed with location tracking enabled. See Guide for full details.

LIVE INSIGHTS & INTERACTIVE BILLING
Summary
Category
Deep Dive

my.plan gives you the power and insight to understand your business’s usage and charges, with a simple, interactive design that lets you deep dive into the detail.

Features include interactive usage and charge summaries, graphs that show you details and trends, plus the ability to access invoice histories and fully itemised billing

Data Insight
Summary
Category
Deep Dive

my.plan’s data usage insights can help you to manage productivity and control spend by understanding what type of activity is generating additional usage and charges. Easy to use tools allow you to set profiles and permissions so you can monitor what matters or keep it private.

Call & Text Insight
Itemised
Itemised
Itemised

my.plan gives you the power and insight to understand your business’s usage and charges, with a simple, interactive design that lets you deep dive into the detail. This includes fully itemised call and text details, along with their charges.

ONE-CLICK USAGE CONTROLS
Yes
Yes
Yes

Take full control over your monthly bills and manage your data, calls and messages while at home or travelling abroad with our range of easy to use Controls.

Data Controls
Yes
Yes
Yes

Sometimes the most basic tools are also the most effective. You can activate a Data Block in just a couple of clicks to restrict access, control permissions and prevent someone from running up additional charges or using their data inappropriately.

Personal Hot Spot
Yes
Yes
Yes

Personal Hot Spots (sometimes known as data tethering and data sharing) give you the power to share your mobile data allowance with other nearby devices.

That can be a good thing, but it can also use a large amount of data very quickly and result in high bills or data restrictions – both of which will have an impact on your business. With our Gold or Platinum package you can access Personal Hot Spot restrictions to prevent data sharing, control usage and minimise spend.

Call & Text Controls
Yes
Yes
Yes

Our simple but effective call and text controls give you complete control of usage and charges in just a couple of clicks by restricting or enabling incoming and outgoing calls, and outgoing texts to prevent unwanted charges or misuse.

SPEND CONTROLS
No
Yes
Yes

Spend Controls help you to stay one step ahead by giving you the ability to set up alerts when people are approaching the end of their allowance or when they reach an additional charge limit that you set. In these cases, their usage can be automatically restricted, and you’re given the tools to quickly reconnect them using a bolt-on or by increasing their limit.

UK Data, Calls & Texts
Bolt-on required
Yes
Yes

Looking to keep tabs on data, call and text usage and costs? Worried about running out of data or incurring additional charges?

Our Spend Limits keep you up to date and in control of your allowances and charges thanks to email and SMS notifications, and automated usage restrictions at a level that you manage.

Roaming Data, Calls & Texts
Yes
Yes

Roaming charges can be an unwelcome and unnecessary worry. If you’re looking to keep tabs on roaming data, call and text usage and costs, or running out of data, minutes or texts while abroad, we have you covered.

Our Roaming Spend Limits keep you up to date and in control of your allowances and charges thanks to email and SMS notifications, and automated usage restrictions at a level that you manage.

PRODUCTIVITY CONTROLS
No
No
Yes

Draw a clear line between work and play with our range of online productivity controls, which help you to remove temptation by restricting access to services that may not be appropriate within a working environment.

These sites and apps are not only a distraction but can also be costly to your business due to excessive data usage and additional charges.

Streaming Media
No
Yes

It’s never been easier to watch the latest movies and TV shows or listen to music and podcasts on our mobiles and connected devices, which is great for people looking to stay entertained but can be bad news for businesses who are paying for their time or bills!

Streaming media through services such as Netflix, YouTube and Amazon Prime uses a relatively high amount of data in a short space of time and can quickly drain a data allowance. Streaming content data restrictions can reduce, or block, data speeds so that less data is used. This often reduces the quality of the video but saves data allowance and can help to prevent bill shock.

Social Media
No
Bolt-on required
Yes

Social Media is a great way to stay connected with friends, but it can also be a huge distraction for your day-to-day business.

my.plan’s Social Media Content Data Restriction helps to prevent access to Social Media sites and applications such as Facebook, Twitter, Instagram, LinkedIn and YouTube by blocking them at network level, saving you time and money.

Gambling
No
Yes

Some people enjoy taking risks with their money but to ensure they do it on their own time, my.plan gives you the ability to restrict access to gambling sites and applications in just a couple of clicks by blocking them at network level.

Adult
No
Yes

What people do in their own time is their own business but what people do during working hours is a different matter. Adult Content Data Restrictions help to prevent access to adult-oriented websites and apps by blocking them at network level.

CYBER SECURITY CONTROLS
No
Yes
Yes

Stay safe and protected with a range of additional Security Controls that will help protect your business against malicious or nuisance content and threats. These Controls work at network-level, helping to prevent threats to your business before they get too close.

VPN
Yes
Yes

A VPN or Virtual Private Network is a data connection method used to add security and privacy to private and public networks, like WiFi Hotspots and the Internet, by masking the data being transmitted. This can help a business to protect sensitive data, but VPNs can also be used to prevent some information and activity from being monitored. Our VPN Controls give you the ability to manage VPN access.

Malware
Bolt-on required
Yes
Yes

Malware, or malicious software, is any program or file that is harmful to a computer user, including computer viruses, worms, Trojan horses and spyware. Our Malware restrictions block these harmful files at network level and minimise the risk to your business.

Botnet
Yes
Yes

A botnet is a network of devices, connected via the Internet, working together to provide a service – anything from running a chat room to performing distributed denial-of-service attacks (DDoS attack), stealing data, or sending spam. Botnets allow a potential attacker to access a device and its connections. Our Botnet restrictions work to identify these threats at network level and block the sites to minimise the risk to your business.

Advertising
Yes
Yes

Our Advertising Controls give you the power to activate AdBlocking, a content filtering and advertising blocking service that prevents page elements, such as advertisements, from being displayed. This can help to save your business both time and money, while also protecting against privacy and security risks.

PREMIUM & ROAMING CONTROLS
No
Yes
Yes

This suite of Features enables you to avoid unwanted charges by restricting calls and texts to numbers and services that are not covered by most standard allowances, such as premium rate, non-geographic, international and numbers contacted while roaming.

Premium, Adult & Chargeable Calls
Yes
Yes

Most call and text activity is covered by your allowances but calls to some numbers such as those outside the UK or special numbers run by businesses or organisations, are not. Our Premium, Adult and Chargeable Call Controls give you the power to restrict access and stay in control of your costs.

Roaming Data, Calls & Texts
Bolt-on required
Yes
Yes

Our Roaming Controls will prevent unwanted data, calls and text charges, while travelling in the plan.com World Zone.

MMS
Yes
Yes

Multimedia Messaging Service (MMS) enable connections to send digital content such as pictures and sound clips over text messaging channels. This activity is not included as part of your standard Text allowance and can be chargeable. With MMS Controls you can restrict use and prevent unnecessary charges quickly and easily.

INTERNATIONAL CALL CONTROLS
No
Yes
Yes

Worried about calling numbers outside of the UK and the potential cost to your business? Relax, we have you covered.

International Calls
Bolt-on required
Yes
Yes

Stay in control with our International Call Restrictions and prevent calls from the UK to any non-native numbers outside of the UK.

International Calls Excluding Roaming
Yes
Yes

PFor businesses without borders, this International Call Restrictions prevents calls from the UK to any non-native numbers outside of the UK unless the person in roaming. In these cases, the service can make calls in-country e.g. America to America, or make calls to the UK while roaming e.g. America to UK.

GROUPS & GROUP PROFILES
Yes
Yes
Yes

For businesses with multiple users and connections, our group management features allow you to control your entire connected workforce, or groups within them, in just a couple of clicks. This saves you time and money, as well as ensuring that your connections are controlled in a consistent and easy to handle manner.

Group Profiles
Essential Controls
Essential & Gold Controls
All controls

All this insight and all of these online tools are great but could feel overwhelming for businesses with multiple users and connections. Our Profile Groups give you the ability to manage multiple connections at once including Spend Controls and notifications, Data, Call & Text Controls, Productivity Controls, Security Controls and Device Controls

Cost Centres
Yes
Yes
Yes

Managing different teams can be a challenge for larger businesses and organisations.

Cost Centres allow you to group connections into unique invoice summaries, usage and charge groups, based on different offices or locations, departments, management levels and/or roles

Manage All Connections
Yes
Yes
Yes

Manage All is a handy feature built directly into my.plan that allows you to manage restrictions and bolt-ons across all of your connections at the click of a button. You’ll find the button at the top of the screen on the Feature cards. Give it a click and confirm your selection, it’s that easy.

LIVE NOTIFICATIONS
No
Yes
Yes

Stay on top of your connectivity and charges with a range of live alerts sent to you by email, text and push notification.

Usage notifications
No
Yes
Yes

Receive notifications when people use 50, 80 and 100% of their data, call or text allowances.

Spend Limit notifications
No
Yes
Yes

Receive notifications if people reach their elected Spend Limits or Caps.

Spend Control notifications
No
Yes
Yes

Receive notifications if people’s connectivity is restricted due to reaching a Spend Limit or Cap.

24/7 SUPPORT
Standard
Advanced
Priority

We pride ourselves on the level of service we offer and are constantly looking for new ways to improve. We also recognise that different businesses need different levels of service, which is why our Gold and Platinum connections receive priority support during peak times, with reduced SLAs and dedicated support agents. You can send in your enquiries 24/7 via email, and we will respond within just a few hours.

Call Queue
Under 10 mins (during business hours)
Under 7 mins (during business hours)
Under 4 mins (during business hours)

Our Customer Experience team aims to answer all calls as quickly as possible. However, at peak times, our Gold and Platinum connections can enjoy priority service thanks to their dedicated support teams.

Email and Ticket Support
Under 12 business hours
Under 8 business hours
Under 2 business hours

We aim to respond to all enquiries through my.plan and via email as quickly as possible. However, at peak times, our Gold and Platinum connections can enjoy priority email and ticket service thanks to their dedicated support teams.

Live Chat
Yes
Yes
Yes

Live Chat is our instant message facility that can be accessed exclusively through my.plan. It means you can get in direct contact with a member of our Customer Experience team without picking up the phone or sending an email.

* Additional purchases required

VISUAL CALL FLOWS
Yes
Yes
Yes

A Call Flow is the journey a call takes from an incoming number being dialled to the call being answered.

The my.plan Hosted Call Flow is visual. You can drag and drop each feature onto the Call Flow stage and link them together with the easy-to-use interface. It’s so much easier than trying to select details in a large table or unscramble a spreadsheet – each call’s journey is mapped out right in front of you.

Drag & Drop
Yes
Yes
Yes

Drag and drop Call Flow features onto the staging area to build your Call Flow in a series of short, simple steps.

Mapping
Yes
Yes
Yes

With your Call features in place, connect each one together to map out the call’s journey.

Save and review
Yes
Yes
Yes

Once you are happy with your Call Flow, simply tap save and then test the journey by making a call to your number.

SOFT PHONES
No
No
Yes

For most businesses these days, giving your people the ability to work from anywhere is no longer a luxury – it’s a necessity. Now, thanks to Hosted soft phones from plan.com, people in your business can make and receive calls from their mobiles and their laptops or desktops.

iPhone
Yes

The my.plan soft phone is built into the my.plan app, meaning you don’t need to install any additional applications. The soft phone allows you to make and receive calls, as well access a host of other call features. What’s more, the soft phone works without the my.plan app having to be open or active.

Android
Bolt-on required
Bolt-on required
Yes

The my.plan soft phone is built into the my.plan app*, meaning you don’t need to install any additional applications. The soft phone allows you to make and receive calls, as well access a host of other call features. What’s more, the soft phone works without the my.plan app having to be open or active.

*The my.plan app is coming very soon.

Browser plugin
Yes

The my.plan soft phone is also available as a standard browser plugin*, making it available to the vast majority of desktop and laptop computers. The soft phone allows you to make and receive calls, as well access a host of other call features. As it’s a browser plugin, you don’t need to be logged in to my.plan for the phone to work, or even have a browser window open to receive a call.

*The my.plan app is coming very soon.

COMPLIANT CALL RECORDING
No
No
No

Hosted Call Recording from plan.com is designed to ensure that you have everything you need to provide call recording that is compliant with all UK regulations and legislations. The technology provides additional layers of security, auditing, and recording retention.

For more information about how your business can stay compliant with regulations, read our article here.

Minutes not megabytes

Avoid wasting time and resource having to manually download and delete call recordings to keep your monthly charges under control.

Call Recording and playback from plan.com gives you a monthly call recording allowance rather than overall storage allowance. What does this mean? Well, many other solutions charge you pay a set monthly amount for storing all of your recordings, so unless you spend time and resource constantly downloading and deleting files, your costs will increase as your recordings increase.

Our call recording solutions are designed with busy businesses in mind. Every month your record allowance resets and best of all – recordings from previous months aren’t included in that allowance. That means you don’t need to worry about saving and deleting recordings – our platform removes that overhead!

Secured recordings
Bolt-on required
Bolt-on required
Bolt-on required

The plan.com Call Recording solution is engineered to provide additional levels of data security and in-depth auditing to help guard against damaging data breaches.

Extension level

You may not need to record every call that comes in and out of your business. That’s why our cloud-based call recordings are linked with an extension, not an entire business. Once again this can save time and money, eliminating unwanted recordings.

Pooled allowances

For businesses with more than one extension, your monthly call allowance is pooled across all of your recorded extensions, helping you to avoid additional charges* if call activity is not evenly spread across each number.

CALL TRANSCRIPTION
No
No
No

There’s simply not enough time and resource in the day to listen to all your calls to find examples of best practice, poor customer experience, or a contractual or regulatory statement.

With call transcription you don’t have to spend hours listening to calls to find what you’re looking for.

Conversation breakdown

With the Transcribe and Analyse bolt-on, calls are transcribed using the latest, cutting edge technology. Each person has their own colour-coded breakdown, and each word is highlighted as the call is played!

Search and filter
Bolt-on required
Bolt-on required
Bolt-on required

Transcriptions also deliver powerful search tools. The valuable insight means you can search for key words or phrases, enabling you to quickly and easily find what you’re looking for.

Once found, the calls can be played back, the system will take you exactly where you need to go in each recording, and it will underline each word of the transcription as it plays.

Analytics

WThe Call Recording platform has analytics built in, so that you can see how many recordings are available, when they were made, who received them, and when they are due to expire. All of this is presented on interactive graphs as well as tabled insight.

SENTIMENT ANALYSIS
No
No
No

Sentiment analysis scores provide instant oversite for each transcribed call. They give you a visual (smiley or sad face) indicator and percentage score by evaluating each word or phrase and scoring the call accordingly.

Positive or negative?
Bolt-on required
Bolt-on required
Bolt-on required

Sentiment analysis is driven by an advanced algorithm that scores each noun, verb, adjective and adverb in order to build a complete picture of the conversation. By scoring these words and comparing them across the length of the call, you will receive a percentage score alongside a related emoji, giving you a top-level impression of all your transcribed recordings.

LIVE CALL INTERCEPTION
No
Yes
Yes

Enjoy instant access to incoming and outgoing calls for training and quality purposes, with live listen, whisper (speak only to agent) and barge (speak to all parties) and terminate call options.

Live listen
No
Yes
Yes

Enjoy instant access to incoming and outgoing calls for training and quality purposes through my.plan, which allows people with the right permissions to access live calls.

Whisper and barge
No
Yes
Yes

To support live calls via my.plan, these features allows you to speak with your colleague on the phone without the other person hearing, to give them training or advice.

Terminate
No
Yes
Yes

For abusive or threating calls, this features allows you as an administrator to terminate a call remotely through my.plan.

END TO END DIAGNOSTICS
Yes
Yes
Yes

Hosted diagnostics gives you an easy to access, birds-eye-view of your Hosted Voice solution. It lets you know if your incoming phone numbers are configured correctly, your extensions are online, and for customers with plan.com broadband, the current and historic status of your internet connection.

Hosted config
Yes
Yes
Yes

Hosted Config is a high-level overview of the phone numbers coming into your business and which extensions, IVRs, Groups, Queues or Mailboxes they are connected with.

Extensions
Yes
Yes
Yes

This provides a high-level overview of call activity, broken down by every extension and endpoint (such as desk phone or soft phone).

Broadband
Requires plan.com broadband
Requires plan.com broadband
Requires plan.com broadband

Customers with plan.com broadband and managed router benefit from live and historic insight into your internet connectivity, alongside important technical insight that can help you troubleshoot a connectivity issue.

IVRs, RING GROUPS & CALL QUEUES
No
Yes
Yes

Hosted Voice includes a range of advanced Call Flow features such as IVRs (Press 1 for Sales, 2 for Support), Ring Groups and Call Queues, which allow a call to be answered by any of number of people, in any number of ways.

IVRs
No
Yes
Yes

'Press 1 for Sales, 2 for Support'. Automate routing and easily direct each caller to the most appropriate agent or department with IVRs. This Call Flow feature is easy to manage, with unique sound files, key options and failovers if someone doesn’t tap the right key.

Ring Groups
No
Yes
Yes

Incoming Calls can be routed to groups of extensions, with a series of options that allow you to manage and direct calls to offer the best caller experience.

Call Queues
No
Yes
Yes

For advanced functionality, Call Queues allow incoming calls to be queued, so they are answered on a ‘first come, first served basis’.

REMOTE PHONE MANAGEMENT
No
Yes
Yes

Manage the provisioning and configuration of your desk phones with simple, centralised management that removes the need for their manual setting up and hands-on management.

Hardware Profiles
Yes
Yes

Remotely manage the set-up and ongoing support of your desk phones by applying templates that you configure and deploy.

Presence
Bolt-on required
Yes
Yes

Increase the connectivity and visibility of people using your Hosted system with presence, which identifies an agents current status.

Busy Lamp Indicators
Yes
Yes

Increase the connectivity and visibility of people using your Hosted system with presence and Busy Lamp Indicators, which show you when someone is available before making or transferring a call to them.

Voicemail Waiting Indicator
Yes
Yes
Yes

Make it easy for people to see when they have voicemails waiting with Voicemail Waiting Indicators.

Phone books
Yes
Yes
Yes

Centralise, manage and share phone books with your people by storing and allocating phone books to different desk phones. Up to five phone books can be allocated per phone.

INTERACTIVE USAGE CONTROLS
Yes
Yes
Yes

my.plan gives you the power and insight to understand your business’s usage and charges, with a simple, interactive design that lets you deep dive into all usage information.

This includes fully itemised call details, along with their charges.

Call Insight Level
Itemised
Itemised
Itemised

Take call insight to the next level with interactive usage and charges. Easily investigate higher than expected usage or charges and find out the source in just a couple of clicks. Combined with accessible online usage and spend controls, you can enjoy complete control over your monthly charges.

SPEND CONTROLS
No
Yes
Yes

Spend Controls help you to stay one step ahead by giving you the ability to set up alerts when people are approaching the end of their allowance or when they reach an additional charge limit that you set. In these cases, their usage can be automatically restricted, and you’re given the tools to quickly reconnect them using a bolt-on or by increasing their limit.

Call Spend Limits
Bolt-on required
Yes
Yes

Looking to keep tabs on call usage and cost? Worried about additional charges from premium, international or roaming numbers?

Our Call Spend Limits keep you up-to-date and in control of call allowances and charges thanks to email, SMS notifications and automated call restrictions at a level that you manage.

PREMIUM & INTERNATIONAL CALL CONTROLS
No
Yes
Yes

This suite of Features enables you to avoid unwanted charges by restricting calls and texts to numbers and services that are not covered by most standard allowances, such as premium rate, non-geographic and international numbers.

Premium & Chargeable Calls
Yes
Yes

Most call activity is covered by your allowances but calls to some numbers such as Premium Numbers – traffic reports, competitions, voting, advice lines and chat lines. Our Premium Call Controls and Chargeable Call Controls give you the power to restrict access and stay in control of your costs and productivity.

Adult Premium Calls
Bolt-on required
Yes
Yes

Adult premium call controls help to restrict a service from accessing adult-oriented premium-rate numbers, preventing potentially expensive charges and inappropriate use.

Directory Enquiries
Yes
Yes

Restrict and enable calls to potentially expensive directory enquiry services beginning with 118.

International Calls
Yes
Yes

Worried about calling numbers outside of the UK and the potential cost to your business?

Stay in control with our International Call Restrictions and prevent calls from the UK to any non-native numbers outside of the UK.

LIVE NOTIFICATIONS
No
Yes
Yes

Stay on top of your connectivity and charges with a range of live alerts sent to you by email, text and push notification.

Usage notifications
No
Yes
Yes

Receive notifications when people use 50, 80 and 100% of their call allowance.

Spend Limit notifications
No
Yes
Yes

Receive notifications if people reach their elected Spend Limits.

Spend Control notifications
No
Yes
Yes

Receive notifications if people’s connectivity is restricted due to reaching a Spend Limit.

GROUPS & GROUP PROFILES
Yes
Yes
Yes

For businesses with multiple users and connections, our group management features allow you to control your entire connected workforce, or groups within them, in just a couple of clicks. This saves you time and money, as well as ensuring that your connections are controlled in a consistent and easy to handle manner.

Group Profiles
Essential Controls
Essential & Gold Controls
All controls

All this insight and all of these online tools are great but could feel overwhelming for businesses with multiple users and connections. Our Profile Groups give you the ability to manage multiple connections at once including Spend Controls and notifications, Data, Call & Text Controls, Productivity Controls, Security Controls and Device Controls

Cost Centres
Yes
Yes
Yes

Managing different teams can be a challenge for larger businesses and organisations.

Cost Centres allow you to group connections into unique invoice summaries, usage and charge groups, based on different offices or locations, departments, management levels and/or roles

Manage All Connections
Yes
Yes
Yes

Manage All is a handy feature built directly into my.plan that allows you to manage restrictions and bolt-ons across all of your connections at the click of a button. You’ll find the button at the top of the screen on the Feature cards. Give it a click and confirm your selection, it’s that easy.

TEAMS INTEGRATION
No
No
Yes

Intergrade Microsoft Teams with the plan.com Hosted Platform* so that you can make and receive calls through your Teams app.

*Coming soon

Teams extensions
No
No
Yes

Register the plan.com Hosted Voice Platform* with your existing Microsoft subscription and assign Teams calls through the my.plan Visual Call Flow manager.

*Coming soon

24/7 SUPPORT
Standard
Advanced
Priority

We pride ourselves on the level of service we offer and are constantly looking for new ways to improve. We also recognise that different businesses need different levels of service, which is why our Gold and Platinum connections receive priority support during peak times, with reduced SLAs and dedicated support agents. You can send in your enquiries 24/7 via email, and we will respond within just a few hours.

Call Queue
Under 10 mins (during business hours)
Under 7 mins (during business hours)
Under 4 mins (during business hours)

Our Customer Experience team aims to answer all calls as quickly as possible. However, at peak times, our Gold and Platinum connections can enjoy priority service thanks to their dedicated support teams.

Email and Ticket Support
Under 12 business hours
Under 8 business hours
Under 2 business hours

We aim to respond to all enquiries through my.plan and via email as quickly as possible. However, at peak times, our Gold and Platinum connections can enjoy priority email and ticket service thanks to their dedicated support teams.

Live Chat
Yes
Yes
Yes

Live Chat is our instant message facility that can be accessed exclusively through my.plan. It means you can get in direct contact with a member of our Customer Experience team without picking up the phone or sending an email.

Broadband support
Next working day
Next working day
Next working day

In the event of us establishing that there is an issue with the supply that Openreach is unable to identify, an engineer may be needed to establish the cause of the issue.

In these cases, the Openreach target SLA may come into effect

This means that if an issue is reported and accepted by Openreach at any time on a Wednesday, the issue will be investigated by 23.59 on Thursday (Monday to Saturday, excluding Public and Bank Holidays)

1 Additional purchases required
2 Does not include SLAs for ADSL and Fibre issues. Please refer tot he Terms & Conditions of our broadband products for more information.

FEATURES FAQS

Upgrading from an Essential connection or existing tariff to Gold or Platinum is easy. If you’re new to plan.com or are an existing plan.com customer eligible for renewal, talk to your plan.com Partner about choosing one of our latest tariffs and opting for Gold or Platinum. If you are an existing customer but you’re not eligible for renewal just yet, you can add one of our Gold or Platinum bolt-ons to benefit from their exciting new features. Get in contact with us, talk to your Partner or log in to my.plan to find out more.

Yes, you can! Whether you’re on a Gold tariff or chose to add a Gold bolt-on, you can upgrade to Platinum at any time by adding a Platinum bolt-on to your connection(s).

Once added, Gold and Platinum bolt-ons cannot be removed.

Additional features are available immediately via my.plan. Additional insight can take up to 24 hours before it is fully available.

If you choose a Gold or Platinum tariff, the cost is built into your fixed monthly payments and is agreed by you and your plan.com Partner when you join or a renew with us. However, if you choose to add a Gold or Platinum bolt-on to an existing tariff or new Essential tariff, you will receive a fixed monthly charge. Check my.plan for details, but it’s only a few pounds – fantastic value considering the money you could save from unforeseen additional charges, not to mention the great features and insight you will benefit from!

Features Summary Document v2.0 effective from 4 May 2021.

This is the Features Summary Document referred to in the General Terms and Conditions for Business Customers. This Features Summary Document and the terms included here will be incorporated into each Business Customer Agreement between Customer and Plan Communications Limited.

The information in this document was correct at the time of publication. All terms in this Features Summary Document are subject to change.