Sales Enquiries FAQ

This FAQ provides answers to the most common questions about broadband connections.

1. How much is the activation fee?
2. How much is the hardware?
3. What hardware do you supply?
4. What contracts do you offer?
5. What is involved during the activation process?
6. How long before my line is activated?
7. Does anyone need to come to my property?
8. Is the installation process simple?
9. What equipment will I need if I don't buy hardware from you?
10. Can I connect more than one machine?
11. Can I move to another product with a higher speed?
12. Is support included?
13. What will my email address be?
14. Can I have multiple addresses?
15. Can I use my existing ISP's POP3 mail?
16. Do I get a static IP address?
17. How much is a static IP?
18. Can I have a block of IPs?
19. Does your service work on Macs?
20. How can I find out about adding your phone service to my broadband?

1. How much is the activation fee?
Activation is £40 (inc. VAT) for residential broadband products, (apart from Plusnet Essential, which is is free if you agree to stay for 12 months). Alternatively you can get activated with no upfront costs with our Free Activation offer. Activation is £40 (inc. VAT) on business broadband products. There is no activation cost if you're moving your broadband in to PlusNet from another supplier.
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2. How much is the hardware?
Cost varies depending on which hardware option you choose. During the early stages of the online signup process you will be provided with a list of hardware costs. You may view the pricing without being committed to providing any details or signing up. View hardware costs.
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3. What hardware do you supply?
During signup you can choose from our excellent range of hardware packs.
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4. What contracts do you offer?
We offer a 12 month contract with Broadband Your Way and Plusnet Essential accounts. This means you are committed to a full 12-month period.
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5. What is involved during the activation process?
After you have placed your order, your line will be activated by the wholesale supplier. Once we receive confirmation of the activation, we will send an email to your default address, confirming your log in details to get you online.
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6. How long before my line is activated?
Activations take at least 5 working days from the time of ordering. However, if any complications occur delays can be expected. In this situation we will keep you informed via the Help Assistant.
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7. Does anyone need to come to my property?
No. All PlusNet broadband accounts are self-install, meaning that you can setup your connection whenever is most convenient to you.
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8. Is the installation process simple?
Installation is very straightforward. Visit our setup guides for simple, step-by-step instructions on how to set up your hardware and activate your broadband connection.
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9. What equipment will I need if I don't buy hardware from you?
To enable connection you will need to ensure you have:

• Your own choice of modem or router.
• A splitter (also known as a 'microfilter').
• A USB cable, Ethernet cable or suitable wireless adapter.
• A telephone socket within 3m of your broadband modem and computer.
• An active BT telephone line.

You will also require a computer that meets the minimum specification.

Minimum PC Specification
Windows 98SE/2000
Pentium 200MHz
32Mb RAM
150MB Free on Hard Drive
4-speed CD-ROM Drive
Video display 800x600 / 256 colours
SVGA Monitor

Minimum Mac Specification
PowerPC 601 or equivalent 200Mhz
32MB RAM
2-speed CD-ROM player
Video display 800 x 600 / 256 colours
100MB free on hard drive
Mac OS 8.6 and higher
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10.Can I connect more than one machine?
Yes, you can find details on how to do this by reading our guide to connecting more than one computer.
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11. Can I move to another product with a higher speed?
Customers will be upgraded to the fastest 'up to 8Mb' speeds their phone lines can support.
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12. Is support included?
Expert technical support is available 24/7 365 days a year, online via the Help Assistant. Our online help pages and FAQs, also provide answers to your queries quickly and accurately.
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13. What will my e-mail address be?
Your email address will take the appearance of: forename@username.plus.com. You can choose your email address upon signup.
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14. Can I have multiple addresses?
You can create an unlimited number of email addresses, all individually available and password protected. Your email can be read online or downloaded to your email software, as all email addresses support the POP3 email protocol.
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15. Can I use my existing ISP's POP3 mail?
Yes, this is a very simple process. You can collect and administer mail from up to 4 separate e-mail accounts, meaning you can add up to 3 other ISPs to your default PlusNet account.
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16. Do I get a static IP address?
Residential broadband customers are assigned dynamic IP during signup. Dial-up account customers may request a static IP within the Member Centre.
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17. How much is a static IP?
There is no additional charge to assign a static IP.
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18. Can I have a block of IPs?
Multiple IPs may be requested by using the Help Assistant tool.
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19. Does your service work on Macs?
Yes, the service supports both the Mac OSX and Mac OS9 platforms.
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20. How can I find out about adding your phone service to my broadband?
You can add Home Phone to any residential broadband product. (Note: Home Phone already comes as part of Plusnet Essential). Find out more in our Home Phone FAQ.
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Got any further questions? Get in touch with us.

This page last updated 31st October 2008