Phone - Frequently Asked Questions
Browse through our most commonly asked phone, line rental and call plan questions. You'll find the answers here.
All your phone questions answered
If you've signed up for one of our standard broadband or standard fibre packages with home phone, you'll pay Plusnet for your line rental and calls. We'll also include broadband charges on your monthly invoice. This keeps everything on one bill.
If you've signed up for a standard broadband or standard fibre package, whenever possible we'll try and keep your current phone number. However, in some cases we can't transfer numbers. If you won't be able to keep your number we'll let you know before you switch to us.
No. If you don't already have a line we can install one for you. Depending on the work required, we may need to book an engineer to install the service for you. We'll confirm this when you signup.
We'll tell you an expected activation date when you're ordering a service. This shouldn't take any longer than 2-3 weeks, exact times depend on where your broadband and phone line are being transferred from, or if you need a new phone line installing.
Yes, you'll still be able to do all the things you normally do online whilst we switch your broadband and phone over to Plusnet.
Yes. Voicemail comes as standard with our service, but you can also add other call features to suit your needs. Some are free, others have a monthly charge. We'll ask you if you want to add more call features when you join.
All our Broadband and phone packages include the following call features as standard:
1471, 141, Voicemail (1571), Ringback (20p per use), Reminder call (20p per use) and Conference calling (40p per use).
You can also add any combination of the features shown below. For more information, please see our Call features guide.
| Call feature | Monthly cost | Available in call feature bundle? |
|---|---|---|
| Reminder Call (unlimited use) | £0.00 | Yes |
| Call Waiting | £0.00 | Yes |
| Call Divert | £0.00 | Yes |
| Ring Back (unlimited use) | £0.00 | Yes |
| Caller Display | £0.00 | No |
| Voicemail Extra (Call Minder) | £3.00 | No |
| Anonymous Call Reject | £4.00 | No |
Call feature bundles
Save money by adding any combination of available features:
- Any 2 for £3.00 - save £2
- Any 3 for £4.50 - save £3
- Any 4 for £6.00 - save £4
Inclusive calls are for numbers starting 01, 02 and 03, 0845 and 0870 (some exceptions apply), and for UK mobiles (on the Unlimited UK & Mobile and Evening & Weekend UK & Mobile call plans only).
These calls are inclusive:
- 24/7 with Anytime and Unlimited UK & Mobile Calls
- Between 7pm and 7am weekdays and all weekend with Evening & Weekends and Evening & Weekend UK & Mobile Calls
- All weekend on Weekends
Note: Calls become chargeable after 60 minutes, redial to avoid call charges. 1000 inclusive minutes to UK mobiles on Evening & Weekend UK & Mobile Calls and 2000 inclusive minutes to UK mobiles on Unlimited UK & Mobile Calls.
Plusnet Full Fibre is a broadband only package, so you don't need a phone line. This means you can save on line rental.
What this means if you’re a Plusnet broadband customer
When you upgrade your package to Full Fibre you'll need to confirm that you’re happy to lose your landline.
We'll then take care of everything and disconnect your home phone as part of your Full Fibre installation.
It’s important to know that losing your landline will mean any medical services or alarms connected to your phone will also stop working. This includes medical pendants and fall alarms.
We’d advise speaking to your supplier or manufacturer about these before choosing a Full Fibre package.
Want to keep your landline? No problem, you can choose a great renewal or upgrade deal on our broadband and faster fibre packages which use a phone line.
Login to see your current deals
What this means for new customers
When you sign up you'll just need to let us know what you want to do with your phone line:
- If you don't want to keep it we'll take care of everything and disconnect your phone when you switch to us. This will means you'll lose your landline number and any medical services or personal alarms connected to your phone will also stop working. We’d advise speaking to your supplier or manufacturer about these before choosing a Full Fibre package.
- If you want to keep your home phone line you'll need to arrange this with your current landline provider. Your phone service will be completely separate from your Plusnet Full Fibre package.
