FAQs

All your broadband and phone questions answered

  1. What is Plusnet Fibre?
  2. How does it work?
  3. What does it mean for me?
  4. Will speeds go up and down?
  5. Who can get it?
  6. How can I find out if it's available in my area?
  7. What does it cost?
  8. Is traffic managed?
  9. How much does installation cost?
  10. How long does it take to install?
  11. What happens on the installation day?
  12. Do I need to be in when the engineer arrives?
  13. Will I need filters after the installation?
  14. I don't want to or can't use the master socket
  15. Can I use my own extension cable(s)?
  16. Will I need a new router?
  1. What is Plusnet Fibre?

    It's our fibre optic broadband service, offering super fast download speeds of up to 76Mb.

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  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.

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  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.

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  4. Will speeds go up and down?

    Yes, fibre broadband uses the same technology (Dynamic Line Management) as standard broadband to give you the best possible service.

    You'll probably see your speed vary over the first 10 days, as the broadband system runs tests to find the best combination of stability and speed for your service.

    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.

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  5. Who can get it?

    Our fibre broadband service is available to anyone in a fibre enabled area.

    If you're a new customer, choose the product you're interested in and select 'start your order' and we'll let you know if it's available.

    Existing customers can upgrade their service by using Product Change in My Account.

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  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.

    1. If you're connected directly to a telephone exchange, rather than via a green cabinet
    2. If your line is too far from your nearest green cabinet to support a stable fibre optic broadband service
    3. Work hasn't yet been done at your nearest green cabinet
    4. Your green cabinet isn't suitable for fibre optic cabling
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  7. What does it cost?

    For information on pricing go to our homepage and choose the product you're interested in. If you're already a customer, our Product Change tool will provide more details.

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  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.

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  9. How much does installation cost?

    Installation costs are as follows:

      New Customers Existing Customers
    Broadband only
    £50
    £25
    Phone and broadband
    FREE
    FREE
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  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 booking has been confirmed.

    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.

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  11. What happens on the installation day?

    An engineer carries out work at the telephone exchange and green cabinet before arriving at your property.

    Your main telephone socket will be fitted 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.

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  12. Do I need to be in when the engineer arrives?

    Yes, you'll need to make sure that someone can let them in so they can set up your equipment.

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  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.

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  14. What if I can't or don't want to 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.

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  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 previous question).

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  16. Will I need a new router?

    Yes. A wireless fibre router is available (P&P £5.99) with all fibre packages. We'll make sure it arrives before or on your installation day.

    We strongly advise taking one of the routers we supply, unless you're an experienced Internet user. 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:

    • 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 0800 432 0200 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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Packages guide

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

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