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contact us onlineBroadband
- I already have broadband, how do I switch?
- Can I use the modem/router I already have?
- I've got a MAC Key, when do I have to use it by?
- Should I cancel my current broadband service?
- How fast will my broadband be?
- Can I use a MAC Key to move from cable broadband?
- I use the Internet for more than just web browsing and email. What speeds can I expect?
- What equipment will I need?
- Can I connect more than one computer?
- What broadband packages are available in my area?
Broadband & Phone
- Why are your prices shown as 'from'?
- Who do I pay line rental to?
- Can I keep my own phone number?
- Do I need an existing landline to signup for a Plusnet package?
- When will my service go live?
- Will I stay online until I'm connected?
- Can I add more call features?
- What call features are available?
- Do I get any included/free calls?
- I'm already a broadband customer, can I add Home Phone?
Fibre Broadband
- What is Plusnet Fibre
- How does it work?
- What does it mean for me?
- Will speeds go up and down?
- Who can get it?
- How can I find out if it's available in my area?
- What does it cost?
- Is traffic managed?
- How much does installation cost?
- How long does it take to install?
- What happens on the installation day?
- Do I need to be in when the engineer arrives?
- Will I need filters after the installation?
- I don't want to or can't use the master socket
- Can I use my own extension cable(s)
- Will I need a new router?
General
- What is a low cost area?
- What happens to my service while I switch to Plusnet?
- Do I need to contact my current provider?
- Will my current provider charge me if I switch?
- How long will it take to move to Plusnet?
- How long do I have to stay with Plusnet for?
- Is support included?
- What equipment will I need?
- How can I protect myself and my family online?
- Does anyone need to come to my house?
- What happens after I signup?
- What contract and setup options are there?
- Will I stay online until I'm connected?
- How will I be billed?
Broadband
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.
2. Can I use the modem/router I already have?
Standard broadband
We strongly advise taking one of the routers we supply, unless you're an experienced Internet user.
When you signup for Plusnet broadband you can choose a 1-port wired or 4-port wireless router if you want to. (P&P £4.99 - see our contract options for full details.)
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.
Fibre broadband
If you sign up for fibre broadband we'll supply a wireless fibre router (P&P £4.99). You'll get a free BT fibre modem for your service. The engineer who installs your fibre broadband will bring this.
We advise against using your current broadband router for fibre. This is because the majority of existing broadband routers won't work with fibre optic broadband. Most cable broadband routers will work, if they can use PPPoE and have an Ethernet WAN port. If you're unsure whether your router will work with fibre it's best to check with us.
3. 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 it's issued. If you don't use it within 30 days you can ask your current provider for a new one.
4. 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.
5. How fast will my broadband be?
You'll get the fastest speed that your telephone line can support. Use the 'Check Availability' links from our homepage for an estimate.
- Up to 38Mb for fibre optic broadband
- Up to 16Mb for ADSL2+ enabled exchanges
- Up to 6Mb service on other exchanges
(Note: If the estimated speed we give you is below 4Mb we'll offer you an up to 6Mb service, even if your exchange is ADSL2+ enabled, to provide you with a more stable service, so a better broadband experience.)
6. Can I use a MAC Key to move from cable broadband?
No, services can't be switched using a MAC Key. When you sign up online we'll be able to check if you've got a cable line and explain what we'll do to switch your service.
7. I use the Internet for more than just web browsing and email. What speeds can I expect?
Check our Broadband download speeds article.
8. What equipment will I need?
You'll need:
- An active Plusnet or other BT compatible landline
- A compatible router
- One microfilter per active phone socket
- An Internet capable computer
For standard broadband, we can supply a wired or wireless router (P&P £4.99 - see our contract options for details.) All fibre broadband services include a router (P&P £4.99) as standard.
If you're not sure about how many microfilters you'll need, see our Guide to Fitting Microfilters.
Your computer needs:
- An Internet browser
- A compatible connection port, either:
- An Ethernet port
- Wireless 802.11 (B, G or N)
For support with your connection you'll need:
- PC - Windows XP and above
- MAC - OS X 10.0 and above
See the minimum requirements for Plusnet Protect.
9. Can I connect more than one computer?
Yes, if you have a router that supports this. Our wireless routers allow up to 4 computers to connect using Ethernet and multiple connections using wireless.
10. What broadband packages are available in my area?
To find out, go to our homepage and click 'Check Availability' on the product you're interested in. We'll ask you 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
Broadband & Phone
1. Why are your prices shown as 'from'?
80% of UK homes can get our lowest priced service, available in 'low cost' telephone exchange areas. If you don't live in a 'low cost area' then you'll pay a bit more. You see exactly what price you'll pay for broadband and phone by clicking 'check availability'.
2. Who do I pay line rental to?
You'll pay Plusnet for your line rental and calls, instead of BT. We'll also add your broadband charges to your monthly invoice. This keeps things simple on one bill.
3. Can I keep my own phone number?
Whenever possible we'll try and keep your current phone number. However, in some cases we can't transfer numbers. If you can't keep your number we'll let you know before you switch to us.
4. Do I need an existing landline to signup for a Plusnet package?
No. If you don't already have a line we can install one for you. Depending on the work required, we may need to book an engineer to install the service for you. We'll confirm this when you signup.
5. When will my service go live?
We'll tell you when your service will be activated when you signup. This shouldn't take any longer than 2-3 weeks (exact times depend on where your broadband and phone line are being transferred from, or if you need a new phone line installing).
6. Will I stay online until I'm connected?
Yes, you'll still be able to do all the things you normally do online whilst we switch your broadband and phone over to Plusnet.
7. Can I add more call features?
Yes. Voicemail comes as standard with our service, but you can also add other call features to suit your needs. Some are free, others have a monthly charge. We'll ask you if you want to add more call features if you sign up.
8. What call features are available?
All packages include the following call features as standard:
1471, 141, Voicemail (1571), Ringback (10p per use), Reminder call (15p per use) and Conference calling (40p per use).
You can also add any combination of the features shown below. For more information, please see our Call features guide.
| Call feature | Monthly cost | Available in call feature bundle? |
|---|---|---|
| Caller Display | £0.99 |  |
| Reminder Call (unlimited use) | £2.50 | |
| Call Waiting | £2.50 | |
| Call Divert | £2.50 | |
| Ring Back (unlimited use) | £2.50 | |
| Voicemail Extra (Call Minder) | £3.00 | No |
| Anonymous Call Reject | £4.00 | No |
Call feature bundles - Save money by adding any combination of available features: |
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9. Do I get any included/free calls?
Inclusive calls are for numbers starting 01, 02 and 03, 0845 and 0870 (some exceptions apply).
These calls are inclusive:
- 24/7 on our Anytime call plan
- Between 7pm and 7am weekdays and all weekend on our Evening & Weekends call plan
Note: Calls become chargeable after 60 minutes, redial to avoid call charges.
10. I'm already a broadband customer, can I add Home Phone?
Yes, you can. Just log into My Account and select the 'Product Change' link
Fibre Broadband
1. What is Plusnet Fibre
It's our fibre optic broadband service, offering super-fast download speeds of up to 38Mb.
2. How does it work?
Plusnet Fibre uses technology known as 'Fibre To The Cabinet' (or FTTC) which connects telephone exchanges to street cabinets using fibre optic links.
The faster network can then be used to deliver more bandwidth-hungry broadband services.
3. What does it mean for me?
Much faster speeds! Unlike standard broadband, the distance from your local telephone exchange doesn't determine the speed you can get.
With fibre optic broadband, the distance from your nearest green street cabinet and the quality of the line between the cabinet and your property determine your speed.
4. Will speeds go up and down?
Yes, like our up to 6Mb and 16Mb products, fibre uses Dynamic Line Management (DLM) to control the speed of your line.
You'll probably see your speed vary over the first 10 days. As with up to 6Mb and up to 16Mb broadband services, at first we don't know exactly how fast your broadband can be.
To help us find out, the broadband systems in the green cabinet will run tests to find the best balance between speed and reliability for your line.
This can cause your speeds to go up and down. You may even get disconnected a few times. Don't worry, this doesn't mean there's a problem, so please bear with it.
5. Who can get it?
If you're a new Plusnet Value or Extra customer
If you can get it in your area, you'll be able to add it to your service when you sign up.
If you're already a Plusnet customer
If you can get it in your area, you'll be able to upgrade to a fibre connection through our Product Change tool.
You'll need to change to either a Plusnet Value or Extra service to upgrade to a fibre service.
6. How can I find out if it's available in my area?
Go to our homepage and click 'Check Availability' on any of our broadband products. Enter your landline phone and/or address details and we can let you know if fibre is available in your area.
Note: There are some reasons why you may not be able to get Plusnet Fibre, even though you live in a fibre optic broadband enabled area.
- If you're connected directly to a telephone exchange, rather than via a green cabinet
- If your line is too far from your nearest green cabinet to support a stable fibre optic broadband service
- Work hasn't yet been done at your nearest green cabinet
- Your green cabinet isn't suitable for fibre optic cabling
7. What does it cost?
Plusnet Fibre costs from £10 extra per month for existing Plusnet Value or Extra customers. (If you're on an older product you'll need to switch to Plusnet Value or Extra, before upgrading to fibre broadband). New customers can get Plusnet Fibre from £16.49 per month.
8. Is traffic managed?
Like all our broadband services, Plusnet Fibre traffic is managed on our network. This is to guarantee all customers get a good quality and sustainable service. For more information read our Guide to Traffic Management.
9. How much does installation cost?
Installation costs are as follows:
| New Customers | Existing Customers | |
Broadband only |
£50 |
£25 |
Phone and broadband |
FREE |
FREE |
10. How long does it take to install?
You'll get a choice of engineer appointment slots when you signup. These will either be AM (8am to 1pm) or PM (1pm to 6pm) Monday to Friday. Once you've requested your installation we'll let you know as soon as an appointment has been booked for you.
Installing the actual service takes about 3-4 hours (less if you don't have an extension lead fitted).
Note: your broadband and telephone won't work for a short while, this is whilst the engineer is connecting your service.
11. What happens on the installation day?
An engineer will carry out work at the telephone exchange and your green cabinet before arriving at your property.
Your master socket will be replaced with a new faceplate. This has 2 separate sockets - one for phone (bottom socket) and one for broadband (top socket).
A new BT fibre modem (the engineer will bring this) will be plugged directly into your master socket. You'll then just need to plug your new fibre router into this with one of the included yellow Ethernet cables. The engineer will then be able to answer any questions you have.
12. Do I need to be in when the engineer arrives?
Yes, you'll need to make sure that somone can let them in so they can set up your equipment.
13. Will I need filters after the installation?
No, your new master socket has built-in filtering. This means you can remove the microfilters you're currently using once Plusnet Fibre is installed.
14. I don't want to or can't use the master socket
If your master socket isn't in a handy place (e.g. if there are no nearby power points, or it's in a garage or attic), the engineer can fit a data extension cable. This will let you install the fibre modem up to 30 metres away from your master socket. If you're thinking about this, try to pick the new location before the engineer arrives.
15. Can I use my own extension cable(s)
Only if it's for telephone handsets and other devices in your property. If you don't want the fibre modem to be installed at your master socket then you'll need to ask the engineer to install an extension cable for you (see the last question).
16. Will I need a new router?
Yes. A wireless fibre router is supplied (P&P £4.99) with all fibre packages. We'll make sure it arrives before or on your installation day.
We strongly recommend using the router we supply. However, if you're an experienced Internet user you can try using your own router if you'd prefer, but please note:
- It's not possible to order fibre optic broadband without our router
- The majority of current broadband routers won't work with fibre broadband
- Most cable routers will work with fibre broadband if they can use PPPoE and have an Ethernet WAN port
- If you're a Wi-Fi user, we recommend a Wireless-N or better router. This is because Wireless-G based equipment can't handle the high speeds of fibre broadband
- If you use your own router we can't provide support if you have problems with it
- If you want to use your own router, but you're not sure if it'll work with fibre broadband just check with us first.
Note: You'll get also get a free BT fibre modem which your fibre router will plug into. The BT engineer will bring you your free modem on your installation day.
General
1. 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.
2. What happens to my service while I switch to Plusnet?
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.
3. 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, our Switch page gives details for most providers and tells you what to do once you have your MAC Key.
4. 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.
5. How long will it take to move to Plusnet?
This depends on whether you're moving just your broadband, or both broadband and phone together. Moving can take longer if you've not given us your MAC Key from your current provider.
Once you've given us your MAC Key we'll start moving your service within 5 working days.
6. 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.
7. 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.
8. What equipment will I need?
You'll need:
- An active Plusnet or other BT compatible landline
- A compatible router
- One microfilter per active phone socket
- An Internet capable computer
Standard broadband can be ordered with either a wired or wireless router (P&P £4.99, see our contract options for full details), with two microfilters or you can use your own. However, we strongly advise taking one of our routers, unless you're an experienced Internet user. 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.
Fibre broadband packages include a wireless fibre router (P&P £4.99) as standard.
Your computer needs:
- An Internet browser
- A compatible connection port, either:
- An Ethernet port
- Wireless 802.11 (B, G or N)
For support with your connection you'll need:
- PC - Windows XP and above
- MAC OS X 10.0 and above
See the minimum requirements for Plusnet Protect.
9. How can I protect myself and my family online?
With Plusnet Protect powered by McAfee you can keep you and your family safe from online threats. Read more about the anti-virus, anti-spyware, firewall and other features available in our Plusnet Protect FAQ.
10. 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.
11. 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.
12. What contract and setup options are there?
Fibre broadband has an 18 month contract. Standard broadband comes with either a 12 month or a 'no annual contract' option:
- Fibre broadband - 18 month contract: Comes with a wireless router (P&P £4.99). If you leave within 12 months, you must pay for the cost of the router (£40) and an early termination charge for each remaining month of your contract. Between 12 and 18 months, you'll just need to pay the monthly early termination charges.
- Standard broadband - 12 month contract: Choose a wired or wireless router (P&P £4.99). If you decide to leave in the first 12 months we'll ask you to pay back the cost of the router (£20 and £40 respectivley).
- Standard broadband - No annual 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.
Standard broadband has 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.
13. Will I stay online until I'm connected?
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.
14.How will I be billed?
We'll bill you once a month for your Plusnet services. Broadband and phone subscriptions are payable in advance. Call and usage charges are paid in arrears.
Subscriptions are usually paid for by Direct Debit, or you can choose to pay by card for an additional charge of £1.50 a month.
