Archive of Residential Broadband Products FAQ

* These products are not available to new signups.

Signing up for broadband

1. Which product is best for me?
2. Why is Broadband Plus the same price as Broadband PAYG but with no extra costs?
3. What activation and contract options can I choose?
4. What hardware options are available?
5. How can I find out if broadband is available where I live?
6. How can I pay?
   
   

Broadband PAYG

1. How do I know how much data transfer I have used?
2. Can I pay for extra data transfer if I need it?
3. Can I restrict how much I spend on extra data transfer?
4. When will I be billed for any extra data transfer that I use?
5. What happens to any data transfer that is unused at the end of the month?
6. What happens if someone else uses my data transfer, for example if my computer is infected with a virus that sends out information without my knowledge?
   
   

Upgrading from dial-up to broadband

1. What do I need to get started with broadband?
2. How much data transfer am I using at the moment with my dial-up connection?
   
   

Changing to PlusNet broadband

1. Can I change to PlusNet from my existing broadband provider?
2. How much does it cost to change to PlusNet broadband from another provider?

1. Which product is best for me?
There are a range of products available. Take a look at the features of each to see which is best for you:

Broadband Premier

• Perfect if you want great-value, fixed-cost, quality broadband.
• Ideal for Internet enthusiasts and families looking to play games, download music and movies and connect more than one PC.
• 20GB of peak-time usage allowances with upgrade options if you need more.
• Comes with 240 minutes a month of anytime Broadband Phone calls*.

Broadband Plus

• Perfect if you're new to broadband and want flat monthly payments.
• Ideal for web surfing, email, chatting, gaming and broadband phone calls.
• 4GB of peak-time usage each month.
• Not suitable for data-intensive applications such as peer-to-peer filesharing.
• Comes with free Broadband Phone Pay As You Go.

Broadband PAYG

• Gives you flexibility, choice and speed.
• Get 2GB included then pay for more if you need to - Find out more about Pay As You Go and data transfer
• Free usage between midnight and 8am.
• Suitable for all types of usage.
• Comes with 120 minutes a month of evenings and weekends Broadband Phone calls*.

Broadband PAYG Basic

• No frills broadband.
• Ideal for everyday Internet use e.g. surfing.
• Only pay for what you use.
• Easy to add a Broadband Phone call plan.

* Included minutes can only be used to call 01 & 02 UK landline numbers.

Not sure how much a GB is? See what you can do with a GB

Monthly Data Transfer Examples 1GB 3GB 10GB Surfing 4 hours a day 12 hours a day 24 hours a day + + + Email with attachments 15 a week 45 a week 150 a week + + + Email 100 a week 300 a week 1000 a week + + + Downloading songs and short video 10 songs or clips a week 30 songs or clips a week 100 songs or clips a week + + + Listen to online radio 2 hours a week 6 hours a week 20 hours a week

Please note that this a rough guide and other online activities will also result in data transfer.

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2. Why is Broadband Plus the same price as Broadband PAYG but with no extra costs?
Broadband Plus is specifically designed for light use such as email, web surfing and gaming. Because you pay for what you use, Broadband PAYG is suitable for all applications, including data-intensive applications such as peer-to-peer and binary USENET.
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3. What activation and contract options can I choose?
You can choose an annual or monthly contract. You can also opt for free broadband activation or pay for activation upfront.

If you choose a monthly contract, you can cancel at any time by giving 30 days notice. By choosing an annual contract you are agreeing to 12 months service.
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4. What hardware options are available?
Free setup is available, including hardware and line activation. A USB modem is provided as part of this offer.

You can also choose from this selection of hardware:

• USB Modem/Router - connect your current network through this advanced modem (supports both USB and Ethernet connections).
• 4-Port router - easy to set up, suitable for multi-system networking.
• Wireless router - flexible, easy to set up, no need for network cables.
• Wireless Router Desktop Kit - router and 2 USB wireless adapter.
• Wireless Router Laptop + Desktop Kit - router, 1 laptop adapter and one USB wireless adapter.

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5. How can I find out if broadband is available where I live?
Currently, close to 99% of telephone exchanges are broadband enabled. If you can't get broadband now, chances are you soon will be able to. Check whether you can get broadband at the Exchange checker.
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6. How can I pay?
You can pay by Direct Debit or credit card.

Please note: you can only pay for Broadband PAYG Basic with Direct Debit.
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Broadband PAYG

7. How do I know how much data transfer I have used?
Using the View My Broadband Usage tool at the Member Centre.
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8. Can I pay for extra data transfer if I need it?
Yes. If you have used your pre-pay data transfer amount then you can 'pay as you go' for any extra data transfer you need. The cost of extra data transfer depends on whether you add it to your product using pre-pay or simply use extra when you need to using 'pay as you go'.

Pre-pay data prices
- £1.50 per 2GB

PAYG data prices
- £1.80 per 2GB

Save money with pre-pay: Extra 'pay as you go' data transfer is ideal if you occasionally need more than your pre-pay amount. However, if you regularly need more than your pre-pay amount you will save money by increasing your pre-pay amount or by changing to a Premier product.

Please note: pre-pay is not available on Broadband Basic PAYG.
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9. Can I restrict how much I spend on extra data transfer?
Yes. Use the Data Transfer Watch tool at the Member Centre, found in Connection Settings for Broadband PAYG customers. This allows you to set a maximum amount that you are willing to spend on extra data transfer each month.
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10. When will I be billed for any extra data transfer that I use?
You will be charged each month with your subscription payment. If you change your product to include extra data transfer, this too will be charged with your next subscription payment.
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11. What happens to any data transfer that is unused at the end of the month?
It is not possible to carry over any unused pre-pay data transfer from your previous billing month. On each billing date your included amount is automatically reset to your standard level.
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12. What happens if someone else uses my data transfer, for example if my computer is infected with a virus that sends out information without my knowledge?
Keeping your computer or network secure remains your responsibility. To help keep you secure, Broadband PAYG includes anti-virus protection as standard. In addition, we recommend that you use a software or hardware firewall, along with anti-virus software on your computer. Find out more in the Security section.
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Upgrading from dial-up to broadband

13. What do I need to get started with broadband?
To get broadband you need to be in a broadband enabled area and have a suitable, BT telephone line. You will also need specific broadband hardware, which is available to buy when you sign up.
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14. How much data transfer am I using at the moment with my dial-up connection?
That depends on how you are using your connection but the following example should give you an indication:

If you were to download from the Internet for 2 hours a day, using a 56k modem, you would use approximately 1GB a month. If you are just using the Internet just to surf and email, you will use around 200MB in a month.
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Changing to PlusNet broadband

15. Can I change to PlusNet from my existing broadband provider?
Yes. Contact your current provider and ask for your unique reference number, known as a 'MAC Key'.

Also ask them which product your service is based on. Once you have this information you can sign up to one of our broadband products.

Find out more about changing to PlusNet in the moving guide.
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16. How much does it cost to change to PlusNet broadband from another provider?
This is free.*

Please note; a fee of £14.99 is charged if you choose a PlusNet product based on a different speed or contention rate to your existing service. This covers the cost of regrading your phone line.

Please see our moving guide for more details.

* For a limited special offer period.
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Related Links
Broadband Premier Product Page
Broadband Plus Product Page
Broadband PAYG Product Page