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Broadband

Plusnet Fibre FAQ

Summary: Frequently asked questions about our Plusnet Fibre service

Information about Plusnet Fibre

  1. What is Plusnet Fibre?
  2. Who can get it?
  3. How can I find out if Plusnet Fibre is available in my area?
  4. How much does it cost?
  5. How long does it take to set up?
  6. What happens on the go live day
  7. Can I use my own extension cable(s)?
  8. Will I need a new router?
  9. Can I use my own router?

Information about Plusnet Fibre

1. What is Plusnet Fibre?

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

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2. 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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3. How can I find out if Plusnet Fibre is 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 about fibre availability 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
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4. How much does it cost?

Please see our price guide for more information.

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5. How long does it take to set up?

If you're new to broadband your service should be up and running after 5-10 working days. If you're transferring your service from another provider there's a 10 working day minimum period and you'll be able to choose a set up date if you wish. We'll email you as soon as possible to confirm the date your service will start.

Once you've been notified your service is live, setting up your router takes just a few minutes depending on your set up.

Note: On the go live day your broadband and telephone won't work for a short while; this is whilst the engineer is connecting your service at the green cabinet.

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6. What happens on the go live day?

An engineer may carry out work at the telephone exchange and green cabinet.

Once you've been informed your service is ready you'll just need to plug your new fibre router into either the supplied microfilter or directly into your master socket with one of the included yellow Ethernet cables. The setup guide will explain which of these two options is applicable to you.

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7. Can I use my own extension cable(s)?

Yes. Bear in mind however that this will almost certainly reduce your overall broadband speeds.

If you have a master socket with a double socket especially for broadband you can plug your extension into that - you won't need to use a microfilter at all in this case.

If you have a master socket with only one socket which is shared with phone and broadband, you'll need to use a microfilter and plug your extension into that. Never filter at both ends of your extension lead!

Best broadband speeds are always obtained by plugging your router directly into your master socket.

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8. Will I need a new router?

Yes. We supply a fibre wireless router when you sign up. We'll make sure it arrives before or on your go live day.

We strongly recommend using the router we supply. You can try using your own router if you'd prefer, however this may not work (For more information see the next question).

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9. Can I use my own router?

We strongly recommend using the Plusnet Hub One. You can use your own router if you'd prefer, but please note:

  • Make sure it's compatible: It must support VDSL2 - if you're not sure, check the details on the box or the manufacturer's website
  • Routers from other providers may not work: most providers lock their routers, so you may not be able to use it with our service
  • We can't support other routers: Our Support Team can only help you fix problems with the routers we supply - if something goes wrong with your router you'll need to contact the manufacturer
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