Home Phone General Guide

General

1. Who is PlusNet Home Phone available to?
   
2. What is the minimum contract period?
   
3. Are the included calls over my normal phone or using my computer?
   
4. Does it cost any extra for non-PlusNet rental customers to call me?
   
5. Can I keep the same phone number?
   
6. Will you be doing an equivalent package for business customers?
   
7. Can I make my number ex-directory?
   
8. Can I roll over any unused minutes to the next month?
   
9. Is my number still in the phone book?
   
10. Do I need to dial a code before dialling the number I want to ring?
    
11. Can I use multiple handsets?
    
12. How do I move my line to a new house?
    
13. I have an annual Broadband Phone contract and want to move to PlusNet Home Phone. Can I have Home Phone instead of the Broadband Phone service?
    
14. What countries can I dial as part of my inclusive minutes on Anytime Plus?
    
15. Do I need to set up a Direct Debit for Home Phone?

Payment

16. Who do I pay for phone calls once I have a PlusNet broadband, line and calls package?
    
17. Who will I be billed by and how?
    
18. Are there additional call charges for the Home Phone call packages?
    
19. Do I get an itemised bill?
    
20. What are your standard rates?
    
21. Is there a minimum and maximum call charge duration on chargeable calls?
    
22. Will I still need to pay BT a line rental fee?

What to do if you have a problem

23. Would I contact PlusNet for queries about my voice service and telephone line?
    
24. If there is a problem with my line, will there be a charge to have it fixed?

Home Phone and your broadband?

25. Will I have to start a new contract for my broadband?
    
26. If I exceed my broadband allowance will my phone service be affected?

Features

27. Do you have a call screening and abuse procedure like BT?
    
28. What features can I add / will you offer?
    
29. How do I add or remove Call Features?
    
30. How long does it take to add or remove Call Features?
    
31. Can I have both Voicemail and Voicemail Extra on my Home Phone service?

Joining and leaving

32. How long does it take to move to your call plans?
    
33. What are the setup fees?
    
34. Will I spend time without my phone when I switch?
    
35. Is it possible to change a PlusNet telephone line to another provider?
    
36. What are the leaving fees?
    
37. I’m not on cable, but I do have a phone line from another provider other than BT (e.g. Talk Talk). Can I move to your service?
    
38. Can I move my phone line back to BT and keep my broadband with PlusNet?
    
39. Can I move my broadband to another provider and keep my calls package?

Who can I call?

40. Can I call mobiles and international numbers?
    
41. Can I call 999?
    
42. Are there any numbers I cannot call (e.g. premium rate numbers)?
    
43. Can I make Operator calls?
    
44. How are calls to numbers beginning with 03 charged?

General

1. Who is PlusNet Home Phone available to?
The Home Phone service is only available to PlusNet customers on residential broadband products. A service for business customers will be launched soon.

If you’re a customer of another service provider, you'll need to sign up with PlusNet broadband to take advantage of our Home Phone deals.
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2. What is the minimum contract period?
Home Phone plans have a 1-month contract and are subject to a 30 day notice period. If your 30 days notice crosses another billing date you will be charged for another month's subscription and service. [Top]

3. Are the included calls over my normal phone or using my computer?
You’ll get included calls that you can use, like standard calls, over your normal landline. You can also get free calls to other PlusNet broadband customers or other VoIP users using Broadband Phone VoIP.
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4. Does it cost any extra for non-PlusNet rental customers to call me?
No, to call your line will cost the same as calling a home phone line from BT.
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5. Can I keep the same phone number?
Yes. (However, there may be some instances where we're unable to guarantee this).
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6. Will you be doing an equivalent package for business customers?
Yes, we will be launching line rental and calls packages for business customers soon.
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7. Can I make my number ex-directory?
Yes.
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8. Can I roll over any unused minutes to the next month?
No, unused minutes are not carried over. Note, this applies only to Anytime accounts, Anytime+ does not have a set number of minutes.
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9. Is my number still in the phone book?
Yes, if you are currently listed then you will still be. Likewise if you are not listed, you will remain unlisted.
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10. Do I need to dial a code before dialling the number I want to ring?
No, this isn't necessary with PlusNet Home Phone.
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11. Can I use multiple handsets?
Yes, although we recommend a maximum of 3.
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12. How do I move my line to a new house?
You will need to raise a Question through the Help Assistant to our support team. A £3 administration fee is required, payable on completion of both your PSTN line and broadband house move.
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13. I have an annual Broadband Phone contract and want to move to PlusNet Home Phone. Can I have Home Phone instead of the Broadband Phone service?
You would still need to pay for your annual Broadband Phone contract. However, Home Phone and Broadband Phone are two separate products, so it would be possible to signup to Home Phone and use both services on the same account.
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14. What countries can I dial as part of my inclusive minutes on Home Phone Anytime+?
Please see the Home Phone Tariffs for details about which countries you can call using Home Phone Anytime +.
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15. Do I need to set up a Direct Debit?
Yes. Your Home Phone order will not be processed unless you have an active Direct Debit setup.
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Payment

16. Who do I pay for phone calls once I have a PlusNet broadband, line and calls package?
All calls will be handled and charged by PlusNet where appropriate.
Remember, the Home Phone Evening & Weekends plan includes unlimited evening and weekend calls to 01,02 and 03 numbers and the Home Phone Anytime+ package includes all local and national calls, plus calls to our top 20 international destinations (landline calls only). Calls to other Home Phone users are free. In addition: VoIP calls are free to PlusTalk users and the customers of other associated VoIP providers.
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17. Who will I be billed by and how?
You will be billed by PlusNet on the date when you usually pay for your broadband.
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18. Are there additional call charges for the Home Phone call packages?
With both Home Phone plans you get some inclusive calls to certain types of numbers. Calls to other numbers need to be paid for as do calls when you have used your inclusive minutes. See the Call Charges Guide for more details.
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19. Do I get an itemised bill?
Yes, we provide you with an itemised call bill online.
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20. What are your standard rates?
You can see our standard rates by reading our Home Phone Tariffs Guide.
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21. Is there a minimum and maximum call charge duration on chargeable calls?
See our Call Charges Guide for full details of how calls are charged for.

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22. Will I still need to pay BT a line rental fee?
No. The price for your PlusNet package replaces your BT line rental. You won’t need to pay BT for anything if you take out the Home Phone package.
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What to do if you have a problem

23. Would I contact PlusNet for queries about my voice service and telephone line?
Yes, if you take out a phone line and calls package with PlusNet, we will deal with all your queries.
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24. If there is a problem with my line, will there be a charge to have it fixed?
If the problem is out of your control you usually won't be charged. However, if the engineer finds that the fault is caused by you (e.g. damaged wiring or master socket), you will be liable for charges. The fee is £85+VAT for the initial callout and first hour of work, then £55+VAT for each additional hour.
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Home Phone and your broadband

25. Will I have to start a new contract for my broadband?
You can add on a phone and landline rental plan without changing your broadband service or contract. Home Phone Evening & Weekends and Anytime+ are based on a one-month contract and these will just align with your existing broadband agreement.
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26. If I exceed my broadband allowance will my phone service be affected?
No.
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Features

27. Do you have a call screening and abuse procedure like BT?
Yes.
More about call screening
More about the abuse procedure
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28. What features can I add / will you offer?
There are a selection of free, pay-per-use and pay monthly features available to order during signup including:

• 3 way calling (pay-per-use)
  Talk to 2 people at the same time, even if one of them is abroad.

• Reminder call (pay monthly - unlimited use)
  Set your phone for an alarm call.

• Ring back (pay monthly - unlimited use)
  Get a call back if the number you're dialling is engaged.

• 1471 Last Caller Number (free)
  Find the number of the last person to call you.

• 1471 Call Return (free)
  Give the last person to call you a ring.

• 141 Number Withhold (free)
  Keep your number secret from the person you're calling.

• 1471 Erasure (free)
  Clear the last number stored using 1471.

• Caller Display (pay monthly)
  See who's calling before you answer the phone.

• Call Waiting (pay monthly)
  Get an alert if somebody tries to call you when you're already on a call.

• Call Divert (pay monthly)
  Divert your calls to any UK landline, mobile, and most international destinations.

• Anonymous Call Rejection (pay monthly)
  Bar incoming calls from people who withhold their number.

• Voice Mail
  Never miss a call with this answerphone style service.

• Voice Mail Extra (pay monthly)
  Advanced Voicemail service with extra features such as remote access. Also known as Call Minder.
  

Find out more about these Call Features and how to set them up in the Home Phone Features Guide
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29. How do I add or remove Call Features?
You can add or remove Call Features using the Home Phone Control Panel. Please note: only one order can be in progress at any one time. Also, adding and removing features cannot be done at the same.

Example:

Simon adds Call Waiting to his Home Phone product at his Home Phone Control Panel. The order is placed and processed. In the time it takes to process this order, Simon decides he wants to remove Caller Display. As he already has an order in progress to add Call Waiting, he must wait until that order has completed before he can remove Caller Display.

Please note: multiple Call Features can be added/removed at the same time, providing they are added/removed as part of the same order.

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30. How long does it take to add or remove Call Features?

Adding
Your new features will be added to your service on the next working day. However, voicemail features will take 3 working days to add.

Removing
Your unwanted features will be removed from your service after 1 working day. However, voicemail features will take 3 working days to remove.

Please note: If you've requested to remove any Call Features you cannot add or remove any further features until this is complete.
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31. Can I have both Voicemail and Voicemail Extra on my Home Phone service?
No. You cannot have both these features at the same time.
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Joining and leaving

32. How long does it take to move to your call plans?
Moving your phone line across can take as little as 10 days.
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33. What are the setup fees?
There are no charges for moving your phone line.
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34. Will I spend time without my phone when I switch?
No, moving your phone service to PlusNet is designed to be seamless, and can be done without an engineer having to come to your house.
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35. Is it possible to change a PlusNet telephone line to another provider?
Yes, in much the same way as you would transfer to PlusNet.
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36. What are the leaving fees?
You will need to satisfy the conditions of your contract, but there is no administration fee for leaving.
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37. I'm not on cable, but I do have a phone line from another provider other than BT (e.g. Talk Talk). Can I move to your service?
Yes, you would move in exactly the same way as you would from BT. However, if your provider is currently Kingston Communications you will be unable to move to Home Phone.

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38. Can I move my phone line back to BT and keep my broadband with PlusNet?
Yes.
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39. Can I move my broadband to another provider and keep my calls package?
No, you need to be a PlusNet broadband customer to benefit from our Home Phone packages.
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Who can I call?

40. Can I call mobiles and international numbers?
Yes, you can call mobiles and international numbers. See the cost tariffs.
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41. Can I call 999?
Yes.
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42. Are there any numbers I cannot call (e.g. premium rate numbers)?
No, you can call any number.
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43. Can I make Operator calls?
Yes. Operator services are provided by BT, so BT call charges apply. It is your responsibility to ask the Operator how much your call will cost, before you are connected. Please note: we add a 5% administration charge to all Operator calls.
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44. How are calls to numbers beginning with 03 charged?
Calls to 03 numbers will cost the same as calls to geographic numbers (starting 01 or 02), and can be included as part of any inclusive call minutes or discount schemes in the same way as geographic calls.
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This page last updated 29th February 2008

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