FAQs

All your broadband and phone questions answered

  1. Why does the price change depending on where I live in the UK?
  2. What happens to my service while I switch to Plusnet?
  3. Do I need to contact my current provider?
  4. Will my current provider charge me if I switch?
  5. How long will it take to move to Plusnet?
  6. How long do I have to stay with Plusnet for?
  7. Is support included?
  8. What equipment will I need?
  9. How can I protect myself and my family online?
  10. Does anyone need to come to my house?
  11. What happens after I signup?
  12. What contract and setup options are there?
  13. Will I stay online until I'm connected?
  14. How will I be billed?
  1. Why does the price change depending on where I live in the UK?

    We can supply broadband to all parts of the UK but the cost may be higher for a small amount of our customers depending on where they live in the UK. This is because it costs us more to provide broadband in certain areas. We call these areas non-low cost areas (also known as Market A), which constitute about 10% of the UK. The other 90% constitutes low cost areas (also known as Market B).

    Please note: Plusnet reserves the right to reclassify non-low cost areas to low cost areas at its discretion; it shall not reclassify a low cost area as a non-low cost area unless required to do so under UK law.

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  2. What happens to my service while I switch to Plusnet?

    You'll still be able to do all the things you normally do online whilst we switch your broadband (and phone service, if you've chosen Home Phone) over to Plusnet.

    Once we've let you know your service is ready you'll need to set up your hardware, activate your broadband connection and log in to your new service. Installation is very straightforward and we have lots of step-by-step setup guides to help you.

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  3. Do I need to contact my current provider?

    Once you've chosen a package and signed up, we'll contact your current provider to arrange the transfer for you. If you're switching from a cable service, you'll need to contact them to cancel any services that you no longer require.

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  4. Will my current provider charge me if I switch?

    It won't cost you anything to switch your broadband, however they might hold you to any contract you've taken out with them. (i.e. you may need to pay any outstanding charges).

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  5. How long will it take to move to Plusnet?

    This depends on your current service and provider, but switching should take between 10-12 working days. If an engineer is required to install your phone, your broadband service will usually be switched on the same day as the installation.

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  6. How long do I have to stay with Plusnet for?

    Please see What contract and setup options are there?

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  7. Is support included?

    We provide award-winning support 365 days a year, either online or over the phone. It's free to call from any UK landline or mobile.

    There are a number of ways to contact us. Our help articles, FAQs and Community Site forums will also give you quick answers to your questions.

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  8. What equipment will I need?

    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 (P&P £6.99), 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.

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  9. How can I protect myself and my family online?

    With Plusnet Protect powered by McAfee you can keep you and your family safe from online threats. Read more about the anti-virus, anti-spyware, firewall and other features available in our Plusnet Protect FAQ.

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  10. Does anyone need to come to my house?

    In some cases an engineer may need to install a new phone line at your property (if you don't already have a phone line, or if you're switching over from a cable service). If you do need this work doing we'll tell you when you sign up and you'll be able to book an engineer appointment that's convenient for you.

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  11. What happens after I signup?

    After you've signed up we'll confirm your account details and tell you what will happen next. This depends on:

    • Whether you've signed up to broadband and/or Home Phone
    • If you're switching from another provider
    • If you need an engineer to visit your property

    After you've ordered your Plusnet service, we'll email you confirming the details about your service and what you can expect to happen next. Of course, we'll keep you updated about the progress of your order until it's active.

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  12. What contract and setup options are there?

    • Fibre broadband - 18 month contract: Pay a £50 installation charge (free if you take a phone package) and choose a free wireless router (P&P £6.99)
    • Standard broadband - 12 month contract: Pay a £25 broadband activation charge (free if you take a phone package) and choose a free wireless router (P&P £6.99)
    • Standard broadband - No annual contract: Pay a £50 broadband activation charge (£25 if you take a phone package) and choose a free wireless router (P&P £6.99)
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  13. 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 service, if you've chosen Home Phone) over to Plusnet.

    Once we've let you know your service is ready you'll need to set up your hardware, activate your broadband connection and log in to your new service. Setting up is very straightforward and we have lots of step-by-step guides to help you.

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  14. How will I be billed?

    We'll bill you once a month for your Plusnet services. Broadband and phone subscriptions are payable in advance. Call and usage charges are paid in arrears.

    Subscriptions are usually paid for by Direct Debit, or you can choose to pay by card for an additional charge of £1.50 a month.

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