FAQs

All your broadband and phone questions answered

  1. Who do I pay line rental to?
  2. Can I keep my current phone number?
  3. Do I need an existing landline to signup for a Plusnet package?
  4. When will my service go live?
  5. Will I stay online until I'm connected?
  6. Can I add more call features?
  7. What call features are available?
  8. Do I get any included/free calls?
  9. I'm already a broadband customer, can I add Home Phone?
  10. What is traffic prioritisation?
  1. Who do I pay line rental to?

    You'll pay Plusnet for your line rental and calls, instead of your current phone provider. We'll also include broadband charges on your monthly invoice. This keeps everything on one bill.

    Line rental costs £17.99 a month.

    Pay for 12 months line rental in advance and save money. Line Rental Saver costs £185.88 for 12 months line rental (monthly equivalent £15.49).

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  2. Can I keep my current phone number?

    Whenever possible we'll try and keep your current phone number. However, in some cases we can't transfer numbers. If you can't keep your number we'll let you know before you switch to us.

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  3. Do I need an existing landline to signup for a Plusnet package?

    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.

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  4. When will my service go live?

    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.

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  5. Will I stay online until I'm connected?

    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.

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  6. Can I add more call features?

    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.

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  7. What call features are available?

    All 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?
    Caller Display £0.99 Yes
    Reminder Call (unlimited use) £2.50 Yes
    Call Waiting £2.50 Yes
    Call Divert £2.50 Yes
    Ring Back (unlimited use) £2.50 Yes
    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 up to £2
    • Any 3 for £4.50 - save up to £3
    • Any 4 for £6.00 - save up to £4
    • All 5 for £7.50 - save £3.49
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  8. Do I get any included/free calls?

    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.

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  9. I'm already a broadband customer, can I add Home Phone?

    Yes, you can. Just log into My Account and select the Product Change link.

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  10. What is traffic prioritisation?

    Plusnet's Unlimited broadband network is designed to provide enough capacity for all our customers and so you will generally be able to achieve the fastest possible speed your line will allow. We don't limit your line speed, usage or downloads. If you or your family are trying to do more online than your line speed will allow, we prioritise the traffic in your home. In this situation we will ensure time sensitive uses, like video calls or the latest must-see box set speed along whilst software downloads, which aren't time critical, can carry on more slowly in the background. You get the quality of service you need to enjoy all the advantages the Internet brings.

    If you'd like to find out more about traffic prioritisation, click here for more details.

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