FAQs

All your broadband and phone questions answered

  1. What is Plusnet Fibre?
  2. How does it work?
  3. What does it mean for me?
  4. Will speeds go up and down?
  5. Who can get it?
  6. Fibre availability: How can I find out if it's available in my area?
  7. What does it cost?
  8. Is it traffic managed?
  9. How much does setup cost?
  10. How long does it take to set up?
  11. What happens on the go live day?
  12. Can I use my own extension cable(s)?
  13. Will I need a new router?
  1. What is Plusnet Fibre?

    It's our fibre optic broadband service, offering super-fast download speeds of up to 76Mbps.

    The actual speed you'll get depends on the package you choose, the quality of your phone line and your home wiring.

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  2. How does it work?

    Plusnet Fibre uses technology known as 'Fibre To The Cabinet' (or FTTC) which connects telephone exchanges to street cabinets using fibre optic links.

    The faster network can then be used to deliver more bandwidth-hungry broadband services.

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  3. What does it mean for me?

    Much faster speeds, making it more suitable for sharing Internet access in your household. Unlike standard broadband, the distance from your local telephone exchange doesn't determine the speed you can get.

    With fibre optic broadband, the distance from your nearest green street cabinet and the quality of the line between the cabinet and your property determine your speed.

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  4. Will speeds go up and down?

    Yes, fibre broadband uses the same technology (Dynamic Line Management) as standard broadband to give you the best possible service.

    You'll probably see your speed vary over the first 10 days, as the broadband system runs tests to find the best speed for your service. This can cause your speeds to go up and down. You may even get disconnected a few times. Don't worry, this doesn't mean there's a problem, so please bear with it.

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  5. Who can get it?

    Our fibre broadband service is available to anyone in a fibre-enabled area.

    If you're a new customer, choose the product you're interested in and select 'start your order' and we'll let you know if it's available.

    Existing customers can upgrade their service by using Product Change in My Account.

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  6. Fibre availability: How can I find out if it's available in my area?

    Go to our homepage and click 'Check Availability' on any of our broadband products. Enter your landline phone and/or address details and we can let you know about fibre availability in your area.

    Note: There are some reasons why you may not be able to get Plusnet Fibre, even though you live in a fibre optic broadband enabled area.

    1. If you're connected directly to a telephone exchange, rather than via a green cabinet
    2. If your line is too far from your nearest green cabinet to support a stable fibre optic broadband service
    3. Work hasn't yet been done at your nearest green cabinet
    4. Your green cabinet isn't suitable for fibre optic cabling
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  7. What does it cost?

    For information on pricing go to our homepage and choose the product you're interested in. If you're already a customer, our Product Change tool will provide more details.

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  8. Is it traffic managed?

    Like all our broadband services, Plusnet Fibre traffic is managed on our network. This is to guarantee all customers get a good quality and sustainable service. For more information read our Guide to Traffic Prioritisation.

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  9. How much does setup cost?

    Setup costs are as follows:

      New Customers Existing Customers
    Broadband only £50 £25
    Phone and broadband FREE FREE
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  10. How long does it take to set up?

    If you're new to broadband your service should be up and running after 5-10 working days. If you're transferring your service from another provider there's a 10 working day minimum period and you'll be able to choose a set up date if you wish. We'll email you as soon as possible to confirm the date your service will start.

    Once you've been notified your service is live, setting up your router takes just a few minutes depending on your set up.

    Note: On the go live day your broadband and telephone won't work for a short while; this is whilst the engineer is connecting your service at the green cabinet.

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  11. What happens on the go live day?

    An engineer may carry out work at the telephone exchange and green cabinet.

    Once you've been informed your service is ready you'll just need to plug your new fibre router into either the supplied microfilter or directly into your master socket with one of the included yellow Ethernet cables. The setup guide will explain which of these two options is applicable to you.

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  12. Can I use my own extension cable(s)?

    Yes. Bear in mind however that this will almost certainly reduce your overall broadband speeds.

    If you have a master socket with a double socket especially for broadband you can plug your extension into that - you won't need to use a microfilter at all in this case.

    If you have a master socket with only one socket which is shared with phone and broadband, you'll need to use a microfilter and plug your extension into that. Never filter at both ends of your extension lead!

    Best broadband speeds are always obtained by plugging your router directly into your master socket.

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  13. Will I need a new router?

    Yes. A wireless fibre router is available (P&P £6.99) with all fibre packages. We'll make sure it arrives before or on your go live day.

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

    The following questions should help you decide:

    • Does your router say VDSL2 Fibre in its description? (You may want to Google the model name)
    • Have you bought your router from a reputable high street/online retailer?

    If you answered YES to both questions, it is likely that your router is compatible with our service. If you answered NO, you may want 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.

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