FAQs

Why are your prices shown as 'from'?

80% of UK homes can get our lowest priced service, available in 'low cost' telephone exchange areas. If you don't live in a 'low cost area' then you'll pay a bit more. You see exactly what price you'll pay for broadband and phone by clicking 'start your order' and following the on-screen instructions.

I already have broadband, how do I switch?

Simply go to our Switch page and we'll guide you through the process of moving your broadband to Plusnet.

Can I use the modem/router I already have?

Standard broadband

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

When you signup for Plusnet broadband you can choose a 4-port wireless router if you want to (P&P £5.99).

If you've already got a modem or router from another broadband service then this might work with Plusnet broadband - but check with your current broadband provider if you don't know. Some providers lock their routers in the same way mobile phones can be locked to a specific network.

Fibre broadband

If you sign up for fibre broadband we'll supply a wireless fibre router (P&P £5.99). You'll get a free BT fibre modem for your service. The engineer who installs your fibre broadband will bring this.

We advise against using your current broadband router for fibre. The majority of existing broadband routers won't work with fibre optic broadband. Most cable broadband routers will work, if they can use PPPoE and have an Ethernet WAN port. If you're unsure whether your router will work, check with us.

I've got a MAC Key, when do I have to use it by?

Your MAC Key (Migration Authorisation Code) lasts for 30 days, starting from the date it's issued. If you don't use it within 30 days you can ask your current provider for a new one.

Should I cancel my current broadband service?

If you currently have broadband - you'll need an active service to switch to Plusnet. If you cancel your broadband account with your current provider your move will be delayed.

If you currently have cable - you can keep your cable service connected and use this until your broadband service is activated.

Once we've confirmed your service has been switched to us, check that your old provider has cancelled your service. This should stop any unnecessary payments being made.

How fast will my broadband be?

You'll get the fastest speed that your telephone line can reliably support. Select the service you're interested in and click 'start your order' to get an estimate. Speeds are available as follows:

• Up to 16Mb for ADSL2+ enabled exchanges
• Up to 6Mb service on other exchanges

(Note: If the estimated speed we give you is below 4Mb we'll offer you an up to 6Mb service, giving you a more stable broadband experience.)

Can I use a MAC Key to move from cable broadband?

No, services can't be switched using a MAC Key. When you sign up online we'll be able to check if you've got a cable line and explain what we'll do to switch your service.

I use the Internet for more than just web browsing and email. What speeds can I expect?

Check our Broadband download speeds article.

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

For standard broadband, we can supply a wireless router (P&P £5.99) All fibre broadband services include a wireless router (P&P £5.99) as standard.

If you're not sure about how many microfilters you'll need, see our Microfilters - how and why article.

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.

Can I connect more than one computer?

Yes, if you have a router that supports this. Our wireless routers allow up to 4 computers to connect using Ethernet and multiple connections using wireless.

What broadband packages are available in my area?

To find out, go to our homepage and click 'Check Availability' on the product you're interested in. We'll ask you to enter your telephone number and postcode to start off with. When you do this we can then tell you:

• An estimated broadband download speed
• Available products and their costs