Got a question?
If you want to know more about our products call us on 0845 140 0200 or get in touch online.
contact us online- I already have broadband, how do I switch?
- What is a low cost area?
- Will I stay online until I'm connected to Plusnet?
- Do I need to contact my current provider?
- Can I use the modem/router I have already?
- Will my current provider charge me if I switch?
- How long will it take to get my broadband connected?
- Should I cancel my current broadband service?
- How long do I have to stay with Plusnet for?
- I've got a MAC Key, when do I have to use it by?
- How fast will my broadband be?
- I use the Internet for more than just web browsing and email. What speeds can I expect?
- Can I use a MAC Key to move from cable broadband?
- Does your service work with both Macs and PCs?
- What equipment will I need?
- Can I connect more than one computer?
- Is support included?
- Does anyone need to come to my house?
- What happens after I signup?
- What contract and setup options are there?
- How can I find out if broadband is available where I live?
1. I already have broadband, how do I switch?
Simply go to our Switch page and we'll guide you through the process of moving your broadband to Plusnet.
[Top]2. What is a low cost area?
There are 3 different categories for UK telephone exchange areas - Market 1, Market 2 and Market 3.
Which one of these categories your area falls into determines the price you pay for broadband. Where there's more competition in an exchange between different providers, we can offer you better pricing. This is known as a 'low cost area'.
Find out more about the exchange areas and see which one you live in by reading our Guide to Low Cost Areas.
[Top]3. Will I stay online until I'm connected to Plusnet?
Yes, you'll still be able to do all the things you normally do online whilst we switch your broadband (and phone service, if you've chosen Home Phone) over to Plusnet. If you've signed up but not yet given us a MAC Key to move your broadband you'll need contact us with this so we can progress your activation.
Once we've let you know your service is ready you'll need to set up your hardware, activate your broadband connection and log in to your new service. Installation is very straightforward and we have lots of step-by-step setup guides to help you.
[Top]4. Do I need to contact my current provider?
Yes, you'll need to give them a call to get a MAC Key (also called a MAC Code). The key will let you switch your broadband to Plusnet, without it you won't be able to move to us. To help you we've listed telephone numbers for all the major broadband providers below. Once you've got your MAC Key go to our Switch page, we'll tell you what to do next.
| Broadband provider | Telephone number |
|---|---|
| AOL | 0844 499 5555 |
| BT Yahoo (Residential) | 0800 085 2819 |
| BT Yahoo (Business) | 0845 600 7020 |
| BT Broadband | 0800 328 6738 |
| Demon | 0845 272 2333 |
| Eclipse (Residential) | 0845 122 4111 |
| Eclipse (Business) | 0845 122 4333 |
| Freedom2Surf | 0871 230 9312 |
| Madasafish | 0844 395 0830 |
| Nildram | 0871 230 9300 |
| Orange | 0844 871 0079 |
| O2 | 0800 230 0202 |
| Pipex | 0871 663 3300 |
| Sky | 0844 241 0515 |
| TalkTalk | 0870 444 1820 |
| Tiscali | 0845 077 4488 |
| Virgin | 0845 454 1111 |
| Zen | 0845 058 9009 |
5. Can I use the modem/router I have already?
If you've already got a modem or router from another broadband service then this might work with Plusnet broadband - but check first. Some broadband providers lock their routers so you can't use them with another provider's service. If you're unsure about your own hardware you should check with your current broadband provider.
However, when you signup for Plusnet broadband you can choose a free new 1-port wired or 4-port wireless router if you want to.
[Top]6. Will my current provider charge me if I switch?
It won't cost you anything to switch your broadband, however they might hold you to any contract you've taken out with them. (i.e. you may need to pay any outstanding charges). You should check with your current provider before switching to us.
[Top]7. How long will it take to get my broadband connected?
If you're switching your broadband from another provider: This depends on what we need to do, we'll advise you on timescales when you're signing up, but this is normally between 7 and 30 days..
Note: Your move to Plusnet is more likely to go smoothly if you've met all your contractual obligations for your old broadband provider. Delays caused by the wholesale supplier and your old broadband provider can mean your move date may change.
If you're a new broadband customer: your broadband will be connected at least 5 working days from the date you signed up.
[Top]8. Should I cancel my current broadband service?
If you currently have broadband - you'll need an active service to switch to Plusnet. If you cancel your broadband account with your current provider your move will be delayed.
If you currently have cable - you can keep your cable service connected and use this until your broadband service is activated.
Once we've emailed you to tell you that your broadband or cable has been switched to us you should check that your old provider has cancelled your service. This should stop any unnecessary payments being made.
[Top]9. How long do I have to stay with Plusnet for?
If you leave Plusnet in your first 12 months after receiving a free set-up, router or house move, we'll charge you for these. If you remain with Plusnet for 12 months after receiving a free set-up, router or house move these charges will be waived. You can also choose to pay for any of these up front if you want more flexibility.
[Top]10. I've got a MAC key, when do I have to use it by?
Your MAC Key (Migration Authorisation Code) lasts for 30 days, starting from the date your current broadband provider gave it to you. If you don't use your MAC Key to move within 30 days then your old broadband service won't be stopped. Don't worry though, if this happens you can ask your current provider for another MAC Key.
[Top]11. How fast will my broadband be?
You'll get the fastest speed that your telephone line can support. That's up to 20Mb, if your local telephone exchange is ADSL2+ enabled, or an up to 8Mb service if it's not.
(Note: If the estimated speed we give you is below 4Mb we'll offer you an up to 8Mb service, even if your exchange is ADSL2+ enabled. This is to provide you with a more stable service that your line can support, so a better broadband experience.)
[Top]12. I use the Internet for more than just web browsing and email. What speeds can I expect?
If you enjoy gaming, making frequent downloads, or use file sharing, check our Broadband download speeds to see what experience you'll get from our broadband products.
[Top]13. Can I use a MAC key to move from cable broadband?
ADSL and cable broadband don't work in the same way, so services can't be switched using a MAC Key. However, when you sign up online we'll be able to check that you've got a cable line and explain what we'll need to do to switch your service.
[Top]14. Does your service work with both Macs and PCs?
Yes. Our service supports both PCs and Macs, see the next question for more details.
[Top]15. What equipment will I need?
You'll need:
- An active Plusnet or BT landline
- A compatible router
- One microfilter per active phone socket
- An Internet capable computer
We can send you a compatible router (with two microfilters) for free (see question 20) or you can use your own. Some routers from other providers may be locked to prevent them from working with other services.
If you're not sure about how many microfilters you'll need, see our Guide to Fitting Microfilters.
Your computer needs:
- A compatible Operating system
- A compatible connection port
Compatible Operating systems
- PC - Windows 98 and above
- MAC - OS X 10.5.2 and above
Compatible connection ports
- An Ethernet port, or
- Wireless 802.11.B or G
16. Can I connect more than one computer?
Yes, you can find out how to do this by reading our guide to connecting more than one computer.
[Top]17. Is support included?
Customer support is available 24/7 365 days a year. There are a number of ways to contact us. Our help articles, FAQs and Community Site forums will also give you quick answers to your questions.
[Top]18. Does anyone need to come to my house?
In some cases an engineer may need to install a new phone line at your property (if you don't already have a phone line, or if you're switching over from a cable service). If you do need this work doing we'll tell you when you sign up and you'll be able to book an engineer appointment that's convenient for you.
[Top]19. What happens after I signup?
After you've signed up we'll confirm your account details and tell you what will happen next. This depends on:
- Whether you've signed up to broadband and/or Home Phone and which service will be activated first
- If you're switching from another provider
- If you need an engineer to visit your property
After you've ordered your Plusnet service, we'll email you confirming the details about your service and what you can expect to happen next. Of course, we'll keep you updated about the progress of your order until it's active.
[Top]20. What contract and setup options are there?
You can choose to take a 12 month or 'no contract' option:
- 12 month contract: You get the option to pick a free wireless or wired router. If you decide to leave in the first 12 months we'll ask you to pay back the cost of the router.
- No contract: You pay for your router up front, meaning you have the freedom to leave at anytime with just 10 days notice.
A wired router costs £20 and a wireless router costs £40.
With both options there's a £25 charge for broadband activation. But, if you add our Home Phone service to a 12 month broadband contract you'll get free broadband activation.
[Top]21. How can I find out if broadband is available where I live?
Around 99% of UK telephone exchanges are broadband enabled. To find out about your exchange, go to our homepage and click Check Availability on the product you're interested in. There won't be any pressure to buy anything, you'll just be asked to enter your telephone number and postcode to start off with. When you do this we can then tell you:
- Your local exchange
- An estimated broadband download speed
- What products you can choose from and how much they'll cost
You can then decide if you want to continue and signup to Plusnet.
[Top]