FAQs

All your broadband and phone questions answered

  1. Why are your prices shown as 'from'?
  2. I already have broadband, how do I switch?
  3. Can I use the modem/router I already have?
  4. I've got a MAC Key, when do I have to use it by?
  5. Should I cancel my current broadband service?
  6. How can I get the best broadband price?
  7. How fast will my broadband be?
  8. Can I use a MAC Key to move from cable broadband?
  9. I use the Internet for more than just web browsing and email. What speeds can I expect?
  10. What equipment will I need?
  11. Can I connect more than one computer?
  12. What broadband packages are available in my area?
  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 'start your order' and following the on-screen instructions.

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  2. 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.

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  3. Can I use the modem/router I already have?

    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 Technicolor 582n wireless router if you want to (P&P £5.99).

    If you'd rather use your own, make sure you check it is compatible.

    Want to use a router from another broadband provider? Be aware that many providers lock routers to their network so you may not be able to use it.

    The following questions should help you decide:

    Standard Broadband

    • Does your router say ADSL/ADSL2/ADSL2+ in its description? (You may want to Google the model name)
    • Have you bought your router from a high street/online retailer?

    Fibre Broadband

    • Does your router say Fibre/Cable in its description? (You may want to Google the model name)
    • Have you bought your router from a high street/online retailer?

    If you answered YES to both questions, it is likely that your router is compatible with our service. If you answered NO, you may want to take our router to be on the safe side.

    Should your broadband service go live and you find your router isn't compatible, don't worry. Give us a call on 08004320200 and we'll send you out a new router (£5.99 P&P).

    If you sign up for fibre broadband, you'll get a free BT fibre modem for your service. The engineer who installs your fibre broadband will bring this. The BT fibre modem will work alongside your router and you will need both for the service to work.

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  4. 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.

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  5. 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 confirmed your service has been switched to us, check that your old provider has cancelled your service. This should stop any unnecessary payments being made.

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  6. How can I get the best broadband price?

    Take any Plusnet phone package with your broadband and we'll reduce your monthly broadband price by £2.50 for as long as you keep your phone line with us.

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  7. How fast will my broadband be?

    You'll get the fastest speed that your telephone line can reliably support. Select the service you're interested in and click 'start your order' to get an estimate. Speeds are available as follows:

    • Up to 17Mb 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, giving you a more stable broadband experience.)

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  8. 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.

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  9. I use the Internet for more than just web browsing and email. What speeds can I expect?

    Check our Broadband download speeds article.

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  10. 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 (see Microfilters - how and why for more information on this)
    • An Internet capable computer

    All packages can be ordered with a wireless router (P&P £5.99), or you can use your own. 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.

    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.

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  11. 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.

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  12. 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:

    • An estimated broadband download speed
    • Available products and their costs
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Is my router compatible?

When you sign up to Plusnet broadband you can choose a Technicolor 582n wireless router if you want to (P&P £5.99).

We strongly advise taking our router, unless you're an experienced Internet user.

Want to use another broadband provider's router? Check that it's compatible first. Most providers lock routers to their network - so you may not be able to use it.

How to check if your router is compatible

  • Does your router's description state 'ADSL/ADSL2/ADSL2+'? (You may want to Google the model name for details)
  • Did you buy your router from a high street/online retailer?

If you've answered 'YES' to both of these, it's likely that your router will be compatible with our service. If the answer is 'NO', we suggest that you take the router we supply.

Should you find that your router isn't compatible once your broadband service is active, don't worry. Simply call us on 0800 432 0200 and we'll send you a new router (P&P £5.99).

Switching to Plusnet

We've made it a doddle to change to us from your provider.

Packages online activities Find out how

Packages guide

All the info you need to know about our broadband and phone packages.

Packages online activities View packages guide