Terms and Conditions
Your Terms and Conditions for: Plusnet Residential Services
These Terms and Conditions come into effect from 17th February 2009
If you signed up before 17th February 2009 and haven't changed your product you can view previous Terms and Conditions here.
If you're a Business customer you can view your Terms and Conditions here.
Important information
The Terms and Conditions of each service are made up of this important information and the following terms (including any other document we refer to in those terms).
- Plusnet Residential Standard Terms;
- The relevant service terms;
- The relevant price terms;
- Any relevant special offer terms;
If any of these documents contradict each other, the terms will apply in the order set out above.
Service terms:
Price terms:
Plusnet Residential Standard Terms
What we provide
1. These standard terms apply to:
a. the service described in the relevant service terms;
b. any equipment we provide.
2. The services and equipment we provide to you under these terms should not be used for business.
Where we provide the service
3. We will provide the service and deliver any equipment to the UK address you give us, unless the service terms say otherwise.
When the service starts
4. The service will begin on the day we send you any equipment required to use the service, or on the day we activate the service whichever is later.
Paying for services
5. You agree to pay all charges for the equipment and the service, including any charges for late payment, whether you use the service or someone else does. The method of payment will be either as set out in the service terms or as we otherwise agree with you.
6. Unless we agree otherwise, we will normally bill you upfront (in advance) for any rental charges for the service. We will bill you later for any other usage charges after the event which the charges relate to. If possible, charges will appear on your next bill, but sometimes there may be a delay.
7. You may see your bills online at http://my.plus.net/. We will email you at the email address you have provided (or default email address if one is not provided), prior to us sending your first bill shortly after we have provided the service to you for the first time. After that, we will update your bills regularly online. However, we may sometimes send you a bill at a different time, for example if the amount of money you owe us is considerably higher than expected.
8. You agree to pay the charges on your billing date. You may also need to pay a deposit or a payment upfront before you can receive the service or goods.
9. If you do not pay your bill, we will send you a reminder or call you. If we do not receive payment within 10 calendar days of the date of that reminder, we may add a late payment charge of £7.50 to your next bill by way of compensation to us for breaking the terms of this agreement. We may also charge you £10 by way of compensation to us for any direct debit or cheque payments which are returned to us because you do not have enough funds in your account. The charges set out in this paragraph are not subject to VAT.
10. We will generally not suspend or end the service or the agreement until 14 days after your payment was due, unless the service terms or the price terms say otherwise. However, sometimes we may take this action earlier. For example, when you reach your credit limit.
11. If you do not pay your bill, we may ask a debt-collection agency to collect the payment on our behalf. If we do, you will have to pay us an extra amount by way of compensation to us for breaking the terms of this agreement. This will not be more than the reasonable costs we have to pay the agency, who will add the amount to your debt on our behalf (this will depend on the amount you owe us). Any extra amount added to your bill will not be subject to VAT. This paragraph applies even if your agreement with us has ended.
12. Where we arrange for an engineer to visit your Premises for activation of the Service, or for resolution of a fault, you will be responsible for any costs incurred owing to any of the following:
a. an engineer attends an incorrect address as provided by you;
b. the site for installation does not meet the minimum requirements as agreed during the product registration;
c. an engineer arrives to carry out the installation at the address provided by you, but you no longer want the installation completed;
d. entry is refused to the Premises, or access cannot be gained, at the appointed time, as agreed between you and us;
e. you report a fault, an engineer attends your Premises, and discovers the fault is not the result of the Service;
f. your reported problem, following your request for an engineering visit, cannot be confirmed; and
g. when you cancel a request for an engineering visit later than 48 hours before the scheduled visit.
Your rights to cancel your agreement and return equipment
- You may cancel your agreement with us before we have provided the service, unless the service terms say otherwise. If you do so, we will not charge you. If we have provided any equipment to allow you to use the service, you agree to return it, following our instructions and at your cost. We will refund any payment you have made for the equipment. If we have to collect the equipment, we may charge you our reasonable costs for doing so.
- If you have only ordered equipment from us, you may cancel your order at any time up to seven working days, beginning with the day after we deliver the equipment. If you do so, you agree to return the equipment, following our instructions and at your cost. We will refund any payment you have made for the equipment. If we have to collect the equipment, we may charge you our reasonable costs for doing so.
- If you return any equipment as faulty, we may test the equipment. If it is working, we will send it back to you. If we do so, we may charge you costs for our testing and postage. This does not affect your legal rights relating to equipment which is faulty or wrongly described.
Ending the service
- Once we have provided the service, you may tell us to stop providing it at any time by giving us 10 days' written notice, unless the service terms say otherwise. We can stop providing the service by giving you 10 days' written notice.
- If you ask us to end the service within your first 12 months with Plusnet, you may be liable to pay charges relating to the set-up of your service and for any equipment or hardware we have provided. Please refer to the product price terms and separate product service terms for more information.
- If you or we end the agreement for the service, we will pay back to you any money we owe you relating to that agreement. We will first take off any money you owe us under that agreement or any other agreement between us.
Providing the service
- You agree to follow any reasonable instructions that we may give you, and to allow us access to your premises if we need it.
- You also agree to get any permission needed from someone else if we have to cross their land or put our equipment on their premises.
- You agree to look after any of our equipment. If you do not do so and the equipment is damaged, you may have to pay for it to be repaired or replaced.
Using the service
- You must not use the service or allow the service to be used:
- in any way which breaks any law or the conditions of any licence or rights of others or, if you have a service from us that gives you Internet access, our acceptable use policy which we may amend from time to time (you can find this at http://www.plus.net/info2/legal/aup.html);
- to make offensive, indecent, menacing, nuisance or hoax calls or to cause annoyance, inconvenience or needless anxiety;
- to send, knowingly receive, upload, download, or use any material which is offensive, abusive, defamatory obscene or menacing; or
- in any way which we reasonably think will, or is likely to, affect how we provide the service to you or any of our customers.
- We take the types of misuse described in paragraph 22 very seriously, and you agree to take all reasonable steps to make sure that it does not happen. If we reasonably believe you have misused the service, we may take immediate action to suspend the service or end your agreement with us without telling you first, even if you were not aware that your service was misused.
- You agree that any content, software or other copyright material we supply to you is for your own private use, and that you must not copy, change or publish the material or supply it to any other person or use it for any business purpose.
- If we provide you with a phone number, you agree to the following:
- That the number must not be advertised in or on a BT phone box. If this happens, we may suspend or end your agreement for the service. However, we will write to you before we take this action.
- That you do not own the phone number and that you will not transfer it to anyone else or try to do so.
- If you want to connect equipment to the BT network other than by using a BT main phone socket, you must get our permission.
- You agree not to connect equipment to BT's network:
- that does not bear the European Consumer Equipment Standards 'CE' mark; or
- that may harm the network or other customers' equipment.
If you do, you must disconnect it immediately.
- If you have an Internet access service from us, you accept that you are using the Internet at your own risk. You are responsible for making sure any equipment you use to access the service is protected against viruses.
- If the service gives you content or software licensed by others who ask you to accept their terms of use you must keep to these terms.
- You are responsible for properly using any user IDs, personal identification numbers (PINs) and passwords needed for the service, if any, and must take all necessary steps to make sure that you keep these confidential and secure, use them properly and do not make these available to unauthorised people.
Changing these Terms and Conditions
- Sometimes, we will need to change the charges and the Terms and Conditions of the service. We will publish details of all changes online at www.plus.net.
- We will also let you know about a price increase or a change to the Terms and Conditions that we believe is likely to cause you material disadvantage at least one month before it happens. We will let you know about other price changes and changes to the Terms and Conditions via email to the contact email address on the account and by adding a service note to your account. Account Service Notes can be viewed at http://contactus.plus.net/
- For changes we need to make to meet legal and regulatory requirements, we may not be able to meet that timescale. We will let you know about these changes as soon as we can.
- If we have made a change which is to your material disadvantage, you must let us know that you want to end the agreement within ten calendar days of receiving notice of that change.
Other things we may need to do
- We may monitor and record calls relating to customer services and telemarketing. We do this for training purposes and to improve the quality of our customer services.
- Occasionally, we may have to:
- interrupt the service if we do so, we will restore it as quickly as we can;
- change your area code or phone number, or access numbers; or
- make minor changes to certain technical specifications, including limits for transferring information which are associated with the service.
Our responsibility to you
- We accept responsibility if you are injured or die as a result of our negligence. We will not limit this responsibility.
- We have no liability (whether in negligence or otherwise) for any loss not reasonably foreseeable by us when this Contract starts, nor any loss of opportunity, goodwill, reputation, business, revenue, profit, or savings you expected to make, wasted expenditure, data being lost or corrupted, loss or damage incurred by you as a result of third party claims or any indirect, special or consequential loss or damage howsoever caused.
- Unfortunately, we cannot guarantee that the service or the equipment we provide will never be faulty.
- Unless the service terms say otherwise, we have no responsibility to pay you compensation for financial loss, for any information which is lost or corrupted, or for any loss that could not have been reasonably foreseen (expected) as a result of paragraph 2.
- Except as described in paragraph 37, we will not pay you more than £10,000 in compensation (even if we have been negligent) in any 12-month period unless the service terms say otherwise.
- We do not have any liability of any sort (including liability for negligence) for the acts or omissions of other service providers, or for faults in or failures of their networks and equipment.
- Nothing in paragraphs 37 to 41 affects your legal rights relating to equipment which is faulty or has been described wrongly.
Matters beyond our responsible control
- Sometimes we may not be able to do what we have agreed because of something beyond our reasonable control. This could include very severe weather. In these cases, we do not accept responsibility for what has happened.
If you break the agreement
- Other than for serious misuse described in paragraph 22, we will normally give you an opportunity to put matters right within a reasonable time if you break the agreement.
- However, if you do not do so, we may suspend or end the agreement for the service. We may also suspend the service or end the agreement for the service if you break any other agreement you have with us and do not put matters right within a reasonable time. If we suspend the service or end the agreement for the service, we will tell you what needs to be done before we can restore the service.
Sorting out disputes
- We will try to work through any disputes that you may have with us. However, if we cannot do this, you may refer the matter to any relevant service which sorts out disputes. Details of these, and of how to refer a dispute, are set out in our Code of Practice.
Other things we need to tell you
- You accept that the agreement for the service is personal to you and agree not to transfer it to anyone else, or to try to do so. However, we may take instructions from a person who we think, with good reason, is acting with your permission.
- If you wish to give us notice you must do so using one of the following mechanisms. No other form of communication will be accepted, unless specifically stated otherwise in this agreement:
- To us: using the Help Assistant tool at www.plus.net or in writing to:
- Plusnet Plc Internet House 2 Tenter Street Sheffield S1 4BY UK
- We will give notice to you at the appropriate website using the Help Assistant tool or email to the address provided to you as part of the service or by post to the address provided by you in the Customer Order.
- Any notice given by the Help Assistant tool or by email shall be deemed to be served on the day of transmission. In the case of written postal notice, notice shall be deemed to have been served on the date of acceptance by signature of the recorded delivery or 2 Working Days after the date of posting, whichever is sooner.
- You are responsible for checking for email sent to the email address provided to you as part of the Service.
Plusnet Talk Service Terms
What we provide
- The service we agree to give you is:
- The facility to make or receive a phone call (including the ability to send or receive information, for example, from computers); and
- any other facilities (such as caller display) that we agree to give you.
- The service also includes at least one phone number. We will put one number (and your details) in the appropriate BT Phone Book and make it available from BT's Directory Enquiries Service unless you tell us not to.
- The Talk Service & Price terms operates independently to the Broadband Service & Price terms. Any change to these terms do not impact your Broadband Terms and any changes to your Broadband Terms do not impact these Talk terms.
- Plusnet will use reasonable endeavours to provide the Service by the date agreed with you, but all dates are estimates and Plusnet has no liability for any failure to meet any date.
Ending your agreement
- You may end your services at anytime after you have ordered them with 10 days notice, however you will have to pay charges for any calls made or any work that is undertaken to provide the service. You must also return any equipment we have provided to you. Please see price terms for charges.
Moving home
- If you move home within the UK, and let us know at least five full working days before you do so and in line with our home mover policy (as set out at http://www.plus.net/support/customer_service/house_moving.shtml) we will continue to provide the service at your new address subject to our home mover policy and the Plusnet Talk Service price terms. If we are able to continue to provide the service at your new address, and you choose not to continue the service then the terms in Paragraph 5 will apply.
Quality of the service
- We will start providing the service by the date we agree with you. We aim to provide a continuous, high-quality service.
- If something goes wrong, we will work on any problem that is reported to us in line with the level of repair service that you have chosen. Not all levels of repair service may be available with your service (see the Plusnet Talk Service price terms for more detail).
Matters beyond our reasonable control
- If we have not been able to do what we agreed because of something beyond our reasonable control (e.g. flooding), we will try to resolve this as soon as possible.
Other Information
- We cannot and do not guarantee that we will provide or transfer any or all services or equivalents to Additional Calling Features you may have active with your previous provider save as set out in the Product Description.
- We do not provide you with any equipment as part of a Plusnet Talk product, such as your telephone or any other hardware or services.
- When we provide you with the Service, we will use the reasonable skill and care of a competent service provider. We cannot and do not guarantee that the Service will be fault free. Should faults occur we will use reasonable endeavours to correct such faults.
- Should you transfer to a Plusnet Talk product or similar service from a third party service provider, we will use reasonable endeavours to keep your existing telephone number during the transfer, however we cannot guarantee this. We will maintain your BT Phone Book and Directory Enquires status at the time of transfer. For example if you are listed as Ex Directory with your previous provider you will continue to be Ex Directory on completion of the transfer. You can request to change your directory status by contacting us in writing via the Help Assistant.
- You authorise us to act on your behalf in all dealings with BT or any other network operator or service provider in connection with the Service, and in particular you consent to BT or any other network or service provider (as applicable) providing us with access to, and transferring to us or any nominated third party, any personal data of yours (and other relevant information) to allow us or any nominated third party to connect you to, and provide you with, the Service.
- Where the Service is being or has been used inappropriately as defined in clause 22 in the Plusnet Residential Standard Terms, or we suspect that the Service is being or has been used inappropriately, we may contact the police and/or co-operate with the police or any regulatory or similar or relevant authority or body in connection with any misuse. We may pass on your personal details and personal data to these authorities or bodies, in particular where we are required to do so by law, and you consent to such use of your personal details and personal data.
- We may use a nominated third party to connect you to, and/or provide you with, the Service.
- We may accept instructions regarding the Service from any person who reasonably appears to be acting on your authority. Any agreements made on your behalf by such a person will be binding on you and subject to these Conditions.
- Call data records will be kept for the purposes of billing, backup, problem solving, network management, marketing, in relation to any inappropriate use as defined in clause 18 and where required by law.
Actions we may need to take
- We may have to alter the Service including your phone number and/or STD code for operational reasons.
- If any operator shall discontinue the provision of telecommunications services to Plusnet or shall alter, modify, expand, improve, maintain, repair, suspend or otherwise change the telecommunications services or any part thereof provided to us, we shall be entitled to discontinue, alter, modify, expand, improve, maintain, repair, suspend, disconnect or otherwise change the Service to you as necessary.
- If we have arranged an engineer visit at a time pre-confirmed with you and you are without Service by reason of a fault with the Service, you may be entitled to claim back charges relating to the Service which have accrued during the period when the Service is unusable ("compensation") if we fail to keep that appointment with you. Any compensation will be calculated on a pro-rata basis in accordance with your Subscription fees only.
- Any compensation awarded will be payable solely as a credit against your next monthly invoice and in accordance with the following conditions:
- The maximum compensation claimable for each line is £180 per annum;
- Compensation is payable entirely at our discretion and will be given as a gesture of goodwill not as an admission of liability;
- Plusnet's liability for any fault in the Service shall be limited to the compensation. You agree that payment of any compensation shall be in full and final settlement of any loss or damage suffered by you as a result of any failure to provide the Service.
- Compensation cannot be claimed in accordance with clause 24 in the following circumstances:
- you have not made a claim for compensation within 30 days of the fault being reported to us; or
- the failure is due to an outage which is not isolated to your line, for example network wide outage; or
- matters beyond our reasonable control (paragraph 12); or
- we suspend your Service in accordance with clause 18 or you are in breach of any term of the Agreement; or
- through no fault on our part, we are unable to carry out any necessary work on your Premises; we are unable to gain access to your Premises; we are unable to agree an appointment date; the work is aborted; or we require information or assistance from you to prove the Service but are unable to gain this assistance or information.
- If you elect to use another provider for some or all of your calls we may at our sole discretion decide to:
- bar your use of IDA or CPS codes;
- charge you a higher fee for your use of the Service;
- terminate this Agreement; and/or
- disconnect all or any part of the Service.
Plusnet Broadband Family service terms
What we provide
- The service we agree to give you includes:
- high-speed network access to the Internet;
- helpdesk services; and
- other applications and features as described at www.plus.net/broadband; and the Plusnet Broadband Family price terms.
When the service starts
- The service will begin and the minimum period starts on the day we send you any equipment required to use the service, or on the day we activate the service whichever is later.
- We guarantee that the equipment that we send you in line with paragraph 2 will work to the relevant specification for at least 12 months and will be free from faulty design, manufacture or materials. If at any time during the first 12 months you find that the equipment is not working properly you may return it to us and we will replace (or at our option) repair it.
- We will not be responsible for any defects arising from fair wear and tear, accidental or willful damage, misuse or failure to follow our instructions.
Ending your agreement
- If you choose to end your agreement for the service and you do not use a recognised migration process you will be subject to the charge in the price terms.
- A charge for set up and activation will become payable if you leave Plusnet within 12 months of the start of your agreement. You will need to make a payment towards the cost of set-up and hardware within 12 months of the start of your agreement, but if you keep the hardware and remain with Plusnet for at least 12 months any payment for the set-up and hardware will be waived. You will also have the option to pay for set-up and hardware up-front. The standard full price of set-up and hardware is listed in the price terms.
- If you are using any services, applications or features which are free of charge, these will end on the day your agreement with us ends.
Moving home
- If you move home within the UK, and let us know at least 5 working days before you do so and in line with the home mover policy (as set out at http://www.plus.net/support/customer_service/house_moving.shtml), we will continue to provide the service, if we are able to, at your new address If we are able to continue to provide the service at your new address, and you choose not to the terms in paragraph 6 will apply.
Things you should know about Plusnet Broadband
- All Plusnet Broadband options (including any unlimited options) are provided in line with our Acceptable-usage policy as set out at: http://www.plus.net/info2/legal/aup.html
- If you constantly go over your usage guideline, we may charge you for your extra usage, upgrade you to another Plusnet Broadband option that is better suited to your usage or end your agreement. You can find details of the extra usage charges in the Plusnet Broadband Family price terms. If we upgrade you to another Plusnet Broadband Family option, any deferred payments which Plusnet have made for set-up and hardware will be carried over to the new product.
- We may also take action to manage the network's performance during periods where there is a high demand. Please refer to http://www.plus.net/support/broadband/quality_broadband/index.shtml for more details.
Changing your Plusnet Broadband service
- If you change the service any deferred payments which Plusnet have made for set-up and hardware will be carried over to the new product. If you downgrade your Plusnet Broadband option the charge in the Plusnet Broadband Family price terms will apply.
- If you change service, we have the right to move you to a different billing method.
Plusnet Broadband Phone service terms
These Conditions apply to customers signing up for the Broadband Phone service.
Provision of Service
- The Service is currently only available to customers of Plusnet's broadband services.
- Occasionally Plusnet may give the Customer instructions which it believes are necessary for reasons of health, safety, security or the quality of any telecommunications service provided by Plusnet to the Customer or any other customer;
Connection of Equipment to the Service
The service will allow calls between SIP (Session Initiation Protocol) enabled devices and between PSTN (Public Switched Telephone Network) fixed or mobile telephone networks in the UK or abroad. These calls will be charged at the rates published on our website here. The service is designed to function with other SIP networks. A list of SIP Service Partners is available here. Changes will be notified in advance via the Broadband Phone member area and Announcements areas of our website and we will endeavor to provide at least 5 days notice before changes take effect.
- In order to use the Service customers must download the recommended software available from the Broadband Phone portal. Plusnet do not offer or recommend any particular SIP-compatible hardware. Although we do not support SIP hardware, our Community site members regularly list hardware configurations at http://community.plus.net/forum/index.php/board,39.0.html
- The customer must ensure that any equipment:
- connected to or used with the Service is connected and used in accordance with any applicable instructions, safety and security procedures; and
- attached (directly or indirectly) to the Service is compliant with any relevant legislation.
Use of the Service
- The Service is intended for sending and receiving voice transmissions over the Internet. Customers understand that:
- The service is not intended as a like-for-like replacement for PSTN telephone services.
- Customers must retain a PSTN telephone line in order to use the Service.
- Plusnet makes no guarantees as to the availability or functionality of the Service.
- The service can be used to make emergency calls including 999 calls. In order to connect your 999/112 call to the emergency services we are required to pass on your location information (address and caller line identification number) to the National Emergency Location information database. This is so we can provide your whereabouts in instances where you are unable to do so. We ask that you to provide a true representation of your whereabouts using the Emergency Address details wizard at this link. It is your responsibility to keep this location information up-to-date – we will not update the details if you move house. By default, we will provide the fixed line address your Broadband service is connected to. For more information on how to use the Emergency Address details please click this link.
- All Broadband Phone products also allow calls to directory enquiry numbers provided there is sufficient credit available.
- In order to maximise service availability for all Customers, the maximum call duration is 120 minutes for a single call. If you reach this duration, your call will disconnect automatically and you will be able to reconnect immediately.
- Plusnet Broadband Phone services are fully PATS compliant. The Ofcom PATS conditions can be found at this link. Plusnet provides a full list of PATS compliant services for customers with special requirements. Click here to view a list of our services.
- The Service is intended to give you continuous connection, however there may be occasions which are not within our control where the service is not available or there is a degradation in quality of voice calls. Such occasions include, but are not limited to: availability of your broadband connection due to service faults, mistakes with customer configuration, computer viruses, availability or quality of connections with our suppliers to the telephone network, power disruptions or weather conditions.
- If a geographic number (one that begins with 01 or 02) is not available, we have the right to issue you with a non-geographic number (one that begins with a number other than 01 and 02).
- Where we have provided the service free or as part of another package and you allow more than 90 days to pass after the last time you used it to make an outgoing call, your agreement for the service will end automatically and you will lose your Plusnet Broadband Phone number.
Plusnet Talk Services Price Terms
General
- All prices and payments quoted in these Plusnet Talk Services price terms include VAT (based on a tax rate of 15%) except where it says otherwise.
- We charge calls by the day and time they are made, and the time periods described in these Plusnet Talk Services price terms are as follows:
- 'Weekend' means any time on Saturday or Sunday
- 'Evening' means before 6am or after 6pm
- 'Daytime' means between 6am and 6pm
Connection charges for Plusnet Talk Services
The following connection charges apply for Plusnet Talk Services
| Charge | Cost |
|---|---|
| New line provide | £105 |
| Start a stopped line | Free |
| BT Transfer | Free |
| LLU Transfer | Free |
| Transfer out | Free |
| House move | Depends on type of move - please contact Customer Support for prices |
| Cable Transfer | £105 |
| Renumber | £35.85 |
Extra connection and equipment charges
- If it is necessary to provide telephony services using equipment which we do not provide as standard, we may charge a special rental rate or any other charge for that.
- We may also charge you for extensive new construction over and above standard needs. We will attempt to advise you of these charges before any work is undertaken, however this may not always be possible.
We will begin charging you for the Service from the date that the Service is activated or transferred. You will be charged as follows:
- We will take payment for all Subscription fees in advance on your monthly invoice date;
- We will provide you with a Call Allowance;
- We will take payment for all Chargeable Call charges accrued in the month in arrears on your next monthly invoice date.
Converting your line and other set-up charges
- Charges for converting hard-wired master sockets and any other conversion charges are £95 call out charge, then £65 an hour (or part hour) there after.
Providing a restricted service
- We may restrict your service if you do not pay your bill or where unapproved attachments have been made to your line. We will charge you £5.76 to apply/or lift any of these restrictions.
Plusnet Talk Services & Service Features
| Package Name | Talk Evenings & Weekends | Talk Anytime |
|---|---|---|
| Line Rental | £10.95 per month | £10.95 per month |
| Call Plan Cost | £0.00 | £5.00 per month |
| Top 20 International Calls (including Mobile Calls to US & Canada) | 300 inclusive minutes * | 300 inclusive minutes * |
| Reduced Mobile Calls | No | Yes 25% off applicable mobile tariffs (excluding setup fee) |
| Inclusive calls to Plusnet Customer Support (no setup fee or call length maximum) | Yes | Yes |
| Included 01/02/03 calls (see point 8 below) | Evening & Weekends Only | Yes |
*Included international minutes are only free during call plan inclusive hours. You must redial after 30 minutes. Top 20 selected destinations are those decided by Plusnet and may be changed without notice. The current list of the top 20 countries can be found at the Plusnet Talk Price List.
Call and bill information
- A call set-up fee of 9 pence applies except to inclusive calls. The duration (length of time) of your calls are rounded up to the next whole minute before we work out the call charge. If your call charges are worked out without including VAT, they will be rounded up to the next penny before VAT is added. The VAT on your bill will also be rounded up to the next whole penny.
Call charges for Plusnet Talk Calling Plans
- The prices for calls to UK local and national numbers beginning with 01, 02 and 03 depend on your choice of Calling Plan and the time period in which you make the call. Please see the Plusnet Talk Call Charges Table below for these costs.
- Calls crossing over a time period charge band, will be charged at a pro-rata call rate (see the Plusnet Talk Price List for each call rate) for each time period.
- The price for calls to mobile phones depends on your Call Package and time of the call. Please see the Plusnet Talk Call Charges Table below for these costs.
- The prices for calls to numbers beginning with 0845 (exceptions apply) are as follows:
- Daytime - 4.5 pence a minute (6am - 6pm)
- Evening - 4.5 pence a minute (6pm - 6am)
- Calls to Plusnet Support are free of charge
The prices for calls to numbers beginning with 0870 (exceptions apply) are as follows:
- Daytime - 4.5 pence a minute (6am - 6pm)
- Evening - 4.5 pence a minute (6pm - 6am)
Any exceptions for numbers beginning with 0845 or 0870 are set out in the Plusnet Talk Price List. Call charges for 0845 and 0870 calls, not including VAT, are rounded up to the next penny.
Plusnet Talk Call Charges
| Call Setup Fee | Call setup (none inclusive calls only, not fixed-cost) - 9p |
| Call costs | Daytime | Evenings |
|---|---|---|
| Local and national calls - not included in a call plan | 4.5ppm | 4.5ppm |
| Plusnet to Plusnet Calls | Free | Free |
| 0845 calls | 4.5ppm | 4.5ppm |
| 0870 calls | 4.5ppm | 4.5pmm |
| Mobiles (inc 3 mobile) | 12.5ppm | 7.5ppm |
| Mobiles (inc 3 mobile) on Talk Anytime call plan | 9.3ppm | 5.6ppm |
Operator Assisted Calls:
|
All these rates are specified in the Plusnet Talk Price List. In addition these are charged the Call Setup fee and subject to a 5% admin fee. | |
- Prices to international fixed phones, prices to international mobile phones, information on whether the number you are dialing is a mobile number in the destination country are set out in the Plusnet Talk Price List.
- All other prices should be on the Plusnet Talk Price List. Due to the nature of the product, prices are added and changed regularly. We will always try to update the Plusnet Talk Price List regularly; however this may be different to or not show a call tariff you have been charged.
Plusnet Talk Calling Features
| Call Features | Monthly Cost | Single Use Cost when not subscribed | Available in Bundle? |
|---|---|---|---|
| 1471 | Free | No | |
| 1471 call return | 10p per use | No | |
| Voicemail (1571) | Free | No | |
| Voicemail Plus (Call Minder) | £3.00 | No | |
| Reminder Call | £2.50 | 30p per use | Yes |
| Call Waiting | £2.50 | Yes | |
| Call Divert | £2.50 | Yes | |
| Ringback | £2.50 | 30p per use | Yes |
| Anonymous Call Reject | £4.00 | No | |
| Caller Display | £0.99 | Yes | |
| Conference Calling | 58.65p per use | No |
| Number of Features | Bundle Price |
|---|---|
| 2 | £3.00 |
| 3 | £4.50 |
| 4 | £6.00 |
| 5 | £7.50 |
Buying calling features depends on whether they are available, and a minimum period does not apply.
Repair and customer visits
- No charges normally arise with the standard fault repair service. However, we will make a charge for new and replaced items. If you ask us to carry out work to repair a fault on items that we are responsible for maintaining, and we are not able to find a fault, we will charge you for the visit.
- The standard requests for an engineer to visit to perform work in clause 14, and any standard requests, for example moving a socket, is £95 call out charge, then £65 an hour (or part hour) there after.
- Where we arrange for an engineer to visit your Premises for activation of the Service, or for resolution of a fault, you will be responsible for any costs incurred owing to any of the following:
- an engineer attends an incorrect address as provided by you;
- the site for installation does not meet the minimum requirements as agreed during the product registration;
- an engineer arrives to carry out the installation at the address provided by you, but you no longer want the installation completed;
- entry is refused to the Premises, or access cannot be gained, at the appointed time, as agreed between you and us;
- you report a fault, an engineer attends your Premises, and discovers the fault is not the result of the Service;
- your reported problem, following your request for an engineering visit, cannot be confirmed; and
- when you cancel a request for an engineering visit later than 48 hours before the scheduled visit.
Plusnet Broadband price terms
- All prices quoted in these Plusnet Broadband price terms include VAT except where it says otherwise.
- The following rentals will apply for new customers who ordered Plusnet Broadband on or after 17th February 2009 and who have not had a Plusnet Broadband service immediately before that date, for the periods set out in Table 1 below. For other new customers and after this period, the rentals will apply as set out in Table 2 below. Subject to availability in your area. If your home cannot be connected to the broadband service supplied with this package, you may still be able to get an alternative broadband service from Plusnet at an additional charge detailed in Table 3.
| Table 1 | Period of offer (months) | Rental (a month) |
|---|---|---|
| Plusnet Value | 3 | £5.99 |
Plusnet Unlimited Sold until 18/10/2009 |
3 | £11.99 |
| Plusnet Premium | 3 | £11.99 |
| Plusnet Pro | 3 | £19.99 |
| Table 2 | Thereafter | Rental (a month) |
|---|---|---|
| Plusnet Value | £5.99 | |
Plusnet Unlimited Sold until 18/10/2009 |
£15.99 | |
| Plusnet Premium | £15.99 | |
| Plusnet Pro | £19.99 |
| Table 3 | Period of offer (months) | Rental (a month) |
|---|---|---|
| Plusnet Value | 3 | £5.99 |
Plusnet Unlimited Sold until 18/10/2009 |
3 | £11.99 |
| Plusnet Premium | 3 | £11.99 |
| Plusnet Pro | 3 | £19.99 |
| Table 4 | Thereafter | Rental (a month) |
|---|---|---|
| Plusnet Value | £11.99 | |
Plusnet Unlimited Sold until 18/10/2009 |
£19.99 | |
| Plusnet Premium | £19.99 | |
| Plusnet Pro | £19.99 |
- Payment will be by Direct Debit or other agreed payment method.
- A charge for set up and activation will become payable if you leave Plusnet within 12 months of the start of your agreement. You will need to make a payment towards the cost of set-up of £30 and hardware of £40 for the 4 port wireless router or £20 for the 1 port wired router within 12 months of the start of your agreement, but if you keep the hardware and remain with Plusnet for at least 12 months any payment for the set-up and hardware will be waived. You will also have the option to pay for set-up and hardware up-front.. The standard full price of set-up and hardware is listed in the price terms.
- If you change your service (account type) during your first 12 months, the terms in paragraph 4 will be carried over to your new service (account type).
- A charge for homemoves of £65 is payable for each housemove. This is comprised of the broadband set-up fee and a cancellation charge payable to BT Wholesale. If you are within your first 12 months with Plusnet we will pay this for you. If you have been with Plusnet for longer than 12 months you will need to make a payment towards the cost of the housemove, but if you remain with Plusnet for 12 months after your housemove this fee will be waived. You will also have the option to pay for this fee upfront.
The extra usage charge
- If we charge you for extra usage under the usage guideline, the charge will be £2 per 2GB (gigabyte), this will be rounded up to the next 2GBs. This applies to your Broadband service.
Ending the service
- When you end your broadband service and do not request and/or use a migration access code (MAC) or another recognised transfer process to move to another service provider, you will have to pay a cease charge of £25 inc VAT.
Plusnet Broadband Phone price terms
- You can find all product pricing and tariff information at this link. Plusnet Broadband Phone is only available to Plusnet Broadband customers with an active broadband service.
- We charge calls by the day and time they are made, and the time periods described in these Plusnet Broadband Phone price terms are as follows.
- 'Weekend' means any time on Saturday or Sunday
- 'Evening' means before 6am or after 6pm on Monday to Friday
- 'Daytime' means any other time period
- All prices quoted in these Plusnet Broadband Phone Price Terms include VAT except where it says otherwise.
Minimum period and monthly service fees
- Plusnet Broadband Phone has a minimum period of 1 month. There are no network connection charges.
- The following monthly rental charges apply:
- Plusnet Broadband Phone PAYG - Free of charge, no line rental when you take Plusnet 'Value', 'Unlimited' or 'Premium', simply pay for all your calls using top-up credit.
- Plusnet Broadband Phone Evenings & Weekends (2000 off-peak minutes to 01/02/03 numbers) - £2.93 per month.
- Plusnet Broadband Phone Anytime (4000 Anytime minutes to 01/02/03 numbers) - £4.88 per month.
- Plusnet Broadband Phone 240 (240 Anytime minutes to 01/02/03 numbers - free of charge, no line rental when you take Plusnet Pro.
- You can view more about Broadband Phone in more detail at this link.
