FAQs

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.

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.

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.

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.

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.

I've signed up, how can I submit my MAC Key to Plusnet?

If you haven't already, you'll need to contact your current provider and request your MAC Key.

Once you have it, you can submit it online, or if we have your mobile number, we'll send you a text message that you can reply to.

How long do I have to stay with Plusnet for?

Please see What contract and setup options are there?

Is support included?

UK based 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.

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 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. If you're not sure about how many microfilters you'll need, see our Microfilters - how and why article.

Fibre broadband packages include a wireless fibre router (P&P £5.99) 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.

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.

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.

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.

What contract and setup options are there?

• Fibre broadband - 18 month contract: Pay a £50 installation charge (free if you take a phone package). Comes with a wireless router (P&P £5.99).
• Standard broadband - 12 month contract: Pay a £25 broadband activation charge (free if you take a phone package) Choose a free wireless router (P&P £5.99)
• Standard broadband - No annual contract: Pay a £50 broadband activation charge (£25 if you take a phone package) and choose a free wireless router (P&P £5.99)

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.

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.

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.