About your home phone service
Phone service FAQs
What call plans can I get and how much do they cost?
How do I change my phone package?
How much do calls cost?
I've already got Plusnet broadband – how do I get Plusnet phone, too?
Go to the Product Change tool in the Member Centre and log in to your account. Then follow the steps – they're easy, we promise.
One of the things we'll ask is if you want to change your broadband package. If you're happy with the broadband package you've got and you just want to add phone, click Keep this product.
If you want to find the Product Change tool later, it's in the Member Centre.
Where can I see a breakdown of my phone bill?
You can check everything you're paying for as part of your phone service in your Phone Control Panel in the Member Centre. You'll need to log in and then choose the month you want to check. Then you'll see a list of all your calls and how much each one cost.
Can I call emergency services or the operator and how much do the calls cost?
Yes. Dial 999 or 112 for emergency calls. These calls are free. Dial 100 for operator calls. These cost the standard BT amount plus a five percent admin charge.
Can I make calls using an indirect access provider or number?
You can. But just so you know, we won't be able to help if you run into any trouble with that service. And if you call an 0845 or 0870 number using an indirect access provider or number, you might need to pay for your call.
In case you're wondering, indirect access numbers are numbers you might call to get a lower rate - you call them first, then they connect you.
How do I change my directory entry?
'Ex-directory' means your number won't be in The Phone Book or The Directory Enquiry service from BT (118500). We automatically list you as ex-directory when you sign up with us.
If you just want a listing in The Directory Enquiry service, your number will only be given to people calling 118500. You won't have a listing in The Phone Book or on The Phone Book or 118500 websites.