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    Frequently Asked Questions - Broadband

    Browse through our most commonly asked broadband speed and connection questions. You'll find the answers here.

    All your broadband questions answered

    All you need to do is choose a package and sign up. We'll contact your current provider to arrange the transfer for you.

    Yes you can, but you'll need to contact them to cancel any services that you no longer require.

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

    When you sign up to Plusnet broadband you can choose to take a wireless router.

    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.

    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:

    Standard Broadband

    • Does your router say ADSL/ADSL2/ADSL2+ in its description? (You may want to search for the model name if you don't have details to hand)
    • Have you bought your router from a high street/online retailer?

    Fibre Broadband

    • Does your router say VDSL2 Fibre in its product description? (You may want to search for the model name if you don't have details to hand)
    • Have you bought your router from a reputable high street/online retailer?

    If you answered Yes to both questions, it's likely that your router is compatible with our service. If you answered No, we'd advise you to take our router to be on the safe side.

    Should you find that your router isn't compatible once your broadband service is up and running, call us on 0800 432 0200.

    If you currently have broadband - you'll need an active service to switch to Plusnet. If you cancel your broadband account with your current provider your move will be delayed.

    If you currently have cable - you can keep your cable service connected and use this until your broadband service is activated.

    Once we've confirmed your service has been switched to us, check that your old provider has cancelled your service. This should stop any unnecessary payments being made.

    You'll get the fastest speed that your telephone line can reliably support. Select the service you're interested in and click 'start your order' to get a speed estimate. Speeds are available as follows:

    • Average download speeds of 36Mb† or 66Mb† for Fibre (FTTC) enabled areas depending on the package you choose
    • Average download speeds of 10MbΦ for ADSL2+ enabled areas

    Φ†Based on speed available to at least 50% of customers at peak time (8-10pm). Speeds vary by location. Check your speed via ‘check availability’ on our home page.

    Your speed will be presented as a range of values in megabits per second (Mb or Mbps). The actual speed you get will usually be within these values and may vary depending on line conditions. If you find that your speed is much slower than the lowest estimated value you should call us on 0800 432 0200 and we'll work with you to get the best possible speed for your line.

    Check our Broadband download speeds article.

    You'll need:

    • An active Plusnet or other BT compatible landline
    • A compatible router
    • One microfilter per active phone socket
    • An Internet capable computer

    All packages can be ordered with a wireless router, 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.

    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.

    Yes, if you have a router that supports this. Our wireless routers allow multiple connections using wireless and up to four computers via Ethernet.

    To find out, go to our homepage and click 'Check Availability' on the product you're interested in. We'll ask you to enter your telephone number and postcode to start off with. When you do this we can then tell you:

    • An estimated broadband download speed
    • Available products and their costs

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    Activation fees are as follows:
      New customers Existing customers
    Broadband no contract and line rental £50 N/A
    Broadband and line rental £5 N/A

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