Switching to PlusNet FAQ

1. How do I switch (migrate) to PlusNet broadband?
2. How much does it cost to switch to PlusNet?
3. What speed will I get after I switch to PlusNet?
4. How long will it take to switch my service to PlusNet?
5. What is a MAC Key?
6. What is a connection product?
7. Can I switch from a DataStream product?
8. What are the hardware options when I switch to PlusNet?
9. Should I cancel my current service?
10. What if my current provider doesn't support broadband switching?

1. How do I switch (migrate) to PlusNet broadband?
It's easy to switch your existing broadband service from another provider to PlusNet. Choose to be guided through the process using our dedicated switch to PlusNet pages or follow the steps below:

1. Contact your current broadband provider and ask for your MAC Key and the BT connection product your existing service is on.
2. Go to the PlusNet website and signup to the broadband product you want to switch to.
3. When you are on the 'Select product' screen, tick the box that says "I am switching from another broadband provider"

4. You will be asked for more information later in the registration. Enter the MAC Key and choose a date to move to PlusNet broadband.

5. Complete the signup process.
6. Follow the progress of your switch on the broadband Order Tracker in the Member Centre.

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2. How much does it cost to switch to PlusNet?
It's normally free to switch to PlusNet, especially if you stay on the same speed as your current service.
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3. What speed will I get after I switch to PlusNet?
You can get up to 8Mb speeds when you switch to your new PlusNet broadband or opt to stay on the same speed you have with your current provider.

If you switch to PlusNet and cancel or leave within the first 12 months, the switching fee of £14.99 will be charged, with any other outstanding fees.

The speed change will take place 5-7 days after your PlusNet broadband is activated.
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4. How long will it take to switch my service to PlusNet?
You can choose when you want your broadband service to be switched during the signup process. The switch must be made between 7 and 30 days after signup.

Your switch is more likely to succeed if you have met all your contractual obligations to your old broadband provider.

Also note that delays caused by the wholesale supplier and your old broadband provider can alter the date of your switch.
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5. What is a MAC Key?
A MAC Key is a unique code which allows you to easily switch from one broadband provider to another. A provider agrees to your switch when they give you a MAC key.

MAC Keys usually begin with BBIP or FTIP, e.g. BBIP87654321/AB12C.

Remember: MAC Keys expire after 30 days.
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6. What is a BT connection product?
A connection product sets the speed and contention ratio your phone line can support. Broadband providers like PlusNet then base their service on this. Most UK broadband services work in this way.

Example: A PlusNet Broadband Your Way product is based on the ADSL IPStream Max connection product.

You will need to ask your existing provider which connection product your service is based on before you can switch to PlusNet.
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7. Can I switch from a DataStream product?
This includes moving from LLU broadband services, such as Bulldog, to PlusNet.

These switches normally require you to cancel you service with your existing provider before activating a new broadband service with PlusNet.

Please note: it is not currently free to switch to PlusNet in these circumstances.
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8. What are the hardware options when I switch to PlusNet?
If you already have working broadband equipment (ADSL compatible), you can continue to use this with our service. You can also opt to receive new hardware when signing up for our service.
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9. Should I cancel my current service?
No. You must have an active broadband account to switch your service for free.

If you cancel your existing service the switch will fail and you will have to re-order broadband. This could mean a week or more without service.

Check your existing broadband provider has cancelled your service once we confirm (by email) that your PlusNet broadband is active – this should stop any unnecessary payments to your old provider.
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10. What if my current provider doesn't support broadband switching?
You must cancel your existing service and signup for a new PlusNet broadband product.

Confirm your existing service has been successfully cancelled before ordering from PlusNet. Your order might be rejected if an active broadband service is detected on your line.

Please note: you will not have a broadband connection for 7-14 days.
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This page last updated 21st September 2007

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