Residential Broadband Products FAQ

This FAQ contains answers to some of the most commonly asked questions about our products.

Why choose PlusNet?

1. Why we don't believe in unlimited broadband
2. Why 'free' broadband doesn't work
3. What makes us different?

Signing up for broadband

4. Which product is best for me?
5. What activation and contract options can I choose?
6. What hardware options are available?
7. How can I find out if broadband is available where I live?
8. How can I pay?
   

Changing Products

9. Does it cost me anything to change products?
10. How many times can I change product?
11. Can I take advantage of your hardware offers?

Broadband Bandwidth Charges - Broadband Your Way and PlusNet Essential

12. How do I know how much data transfer I have used?
13. What bandwidth usages fees can I be charged?
14. Can I restrict how much I spend on extra data transfer?
15. When will I be billed for any extra data transfer that I use?
16. What happens to any data transfer that is unused at the end of the month?
17. What happens if someone else uses my data transfer (e.g. if my computer is infected with a virus that sends out information without my knowledge)?
    

Upgrading from dial-up to broadband

18. What do I need to get started with broadband?
19. How much data transfer am I using at the moment with my dial-up connection?
    

Switching to PlusNet broadband

20. Can I switch to PlusNet from my existing broadband provider?
21. How much does it cost to switch to PlusNet broadband from another provider?

Why choose PlusNet?

1. Why we don't believe in 'Unlimited Broadband'.
We don't believe in 'Unlimited Broadband'. We believe in clear, open and honest policies so you know exactly how much usage you get with your account. Find out more about why we don't believe in 'Unlimited Broadband'.
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2. Why 'free' broadband doesn't work
Many providers are offering 'free' broadband. As a business, we don't see how this can be a good thing. Read why.
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3. What makes us different?
We believe there are several key things which make us different to other broadband providers. See the reasons we're different.
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Signing up for broadband

4. Which product is best for me?
Our prices range from £9.99 (Broadband Your Way Option 1) to £19.99 (Broadband Your Way Option 3) per month. Option 1 has been designed as a basic package, for basic Internet activities such as web browsing and email. Option 3 is our 'all round' package for heavier users. We also offer Broadband Your Way Pro at £19.99 - a PAYG product ideal for gamers and those customers wanting a gold (5 star) traffic experience, plus Essential - a £16.99 'bundle' of Broadband Your Way Option 1, with 1GB included usage and Home Phone offering free weekend calls to landlines.

Not sure how much usage allowance you need? Take a look at our My broadband usage site to learn more and help you choose which product suits you best.

Find more information about Broadband Your Way and Essential on our product pages.
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5. What activation and contract options can I choose?
If you are signing up for your first broadband package, with Broadband Your Way you can choose to either pay the activation charge (£40) up front or get free activation by staying with us for 12 months. Read our Terms and Conditions.

All Broadband Your Way packages have a monthly contract. PlusNet Essential has a 12 month contract. If you want to leave or transfer your service to another provider, you'll need to give us 30 days notice.
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6. What hardware options are available?
We offer a range of hardware. Broadband Your Way Option 1 allows you to choose a 1-port router free of charge so long as you stay for 12 months. Broadband Your Way Options 2 and 3 give you the option of choosing a free wireless router, again, so long as you stay with us for 12 months. (Note: The hardware options available for Broadband Your Way Pro are the same as for Broadband Your Way Option 3). PlusNet Essential lets you choose either a 1-port wired router, or 4-port wireless router.

Read our Terms and Conditions for Broadband Your Way. You can also purchase different hardware if you wish.

Read our Terms and Conditions for PlusNet Essential.

7. How can I find out if broadband is available where I live?
Currently, around 99% of telephone exchanges are broadband enabled. Check whether you can get broadband at the Exchange checker.
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8. How can I pay?
You can pay by Direct Debit or credit card.
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Changing Products

9. Does it cost me anything to change products?
There is no charge to change onto Broadband Your Way or PlusNet Essential from an existing residential product. You can also change between options without charge.
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10. How many times can I change product?
You can change your product as and when you want to, without being charged an administration fee, as much as once every 30 days.
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11. Can I take advantage of your hardware offers?
Yes! Simply upgrade to Broadband Your Way and choose one of the hardware offers.
Note: These hardware offers are free of charge so long as you stay on an appropriate product for 12 months. Read our Terms and Conditions for more details.
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Broadband Bandwidth Charges - Broadband Your Way and PlusNet Essential

12. How do I know how much data transfer I have used?
Using the View My Broadband Usage tool at the Member Centre.
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13. What bandwidth usage fees can I be charged?
Broadband Your Way and Essential products all come with a standard data usage amount. If you go over these limits, you can choose to upgrade to a higher band. Data transfer costs are shown below.

Pre-pay data transfer costs (i.e. if bought in advance)

• Broadband Your Way Option 1 - £1.00 per extra GB
• Broadband Your Way Option 2, Option 3 - 75p per extra GB
• Broadband Your Way Pro - £1.50 per extra 2GB
• PlusNet Essential - £1.00 per extra 2GB

Pay As You Go data transfer costs

• Broadband Your Way Option 1 - £1.25 per extra GB
• Broadband Your Way Option 2, Option 3 - £1.00 per extra GB
• Broadband Your Way Pro - £1.80 per extra 2GB
• PlusNet Essential - £1.25 per extra 2GB

If you go over the data usage for your product type, you will find that the next option up is cheaper. E.g. Broadband Your Way Option 1 with 7GB of transfer costs £14.49 a month, Broadband Your Way Option 2 with 8GB is only £14.99. We will automatically change you onto a higher option giving you the best deal for your money!

If you want to increase your usage for a certain period of time, (e.g. to cover school holidays or time working from home) you can change product to a higher option and then just move back down to your normal level afterwards. We won't charge you for changing product in this way.

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14. Can I restrict how much I spend on extra data transfer?
Yes. Use the Data Transfer Watch tool (only available on Broadband PAYG and Broadband Your Way accounts) at the Member Centre. This allows you to set a maximum amount that you are willing to spend on extra data transfer each month.

Note: These restrictions are applicable at all times once you have reached your chosen data transfer limit.
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15. When will I be billed for any extra data transfer that I use?
If you choose to upgrade your product, you will be charged straightaway using your card payment details. If you choose the Pay As You Go option any data transfer you've used will be charged for with your next subscription payment.
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16. What happens to any data transfer that is unused at the end of the month?
It isn't possible to carry over any unused data transfer from the month before. On each billing date your included amount is automatically reset to your standard level.
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17. What happens if someone else uses my data transfer (e.g. if my computer is infected with a virus that sends out information without my knowledge)?
Keeping your computer or network secure remains your responsibility. To help keep you secure, our broadband accounts include anti-virus protection as standard. Your account also has a firewall feature on it. In addition, we recommend that you use a software or hardware firewall, along with anti-virus software on your computer. Find out more in the Security section.
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Upgrading from dial-up to broadband

18. What do I need to get started with broadband?
To get broadband you need to be in a broadband-enabled area and have a suitable BT telephone line. You will also need specific broadband hardware, which is available to buy when you sign up.

Note: Most phone providers will still use a BT telephone line, so although your bill may be paid to another company, you are still likely to have a BT telephone line.
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19. How much data transfer am I using at the moment with my dial-up connection?
That depends on how you are using your connection but the following example should give you an indication:

If you were to download from the Internet for 2 hours a day, using a 56k modem, you would use approximately 1GB a month. If you are just using the Internet just to surf and email, you will use around 200MB in a month.
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Switching to PlusNet broadband

20. Can I switch to PlusNet from my existing broadband provider?
Yes. Contact your current provider and ask for your unique reference number, known as a 'MAC Key'.

Find out more about switching to PlusNet.
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21. How much does it cost to switch to PlusNet broadband from another provider?
Moving is free, please see our Switching to PlusNet FAQ for full details.
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This page last updated 5th August 2008

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