FAQs

All your broadband and phone questions answered

  1. Why does the price change depending on where I live in the UK?
  2. I already have broadband, how do I switch?
  3. Can I switch to Plusnet from a cable provider?
  4. Can I use the modem/router I already have?
  5. Should I cancel my current broadband service?
  6. How fast will my broadband be?
  7. I use the Internet for more than just web browsing and email. What speeds can I expect?
  8. What equipment will I need?
  9. Can I connect more than one computer?
  10. What broadband packages are available in my area?
  1. Why does the price change depending on where I live in the UK?

    We can supply broadband to all parts of the UK but the cost may be higher for a small amount of our customers depending on where they live in the UK. This is due to the fact that the price we pay in these areas is regulated and costs more for us to provide to our customers. This constitutes approximately 10% of the UK (defined by our regulator as Market A and to us a non-low cost area) whereas the other 90% of the UK is not regulated (known as Market B and to us a low cost area).

    Please note: Plusnet reserves the right to reclassify non-low cost areas to low cost areas at its discretion; it shall not reclassify a low cost area as a non-low cost area unless required to do so under UK law.

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  2. I already have broadband, how do I switch?

    All you need to do is choose a package and sign up. We'll contact your current provider to arrange the transfer for you.

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  3. Can I switch to Plusnet from a cable provider?

    Yes you can, but you'll need to contact them to cancel any services that you no longer require.

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  4. Can I use the modem/router I already have?

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

    When you sign up to Plusnet broadband you can choose to take a wireless router (P&P £6.99).

    If you'd rather use your own, make sure you check it is compatible.

    Want to use a router from another broadband provider? Be aware that many providers lock routers to their network so you may not be able to use it.

    The following questions should help you decide:

    Standard Broadband

    • Does your router say ADSL/ADSL2/ADSL2+ in its description? (You may want to search for the model name if you don't have details to hand)
    • Have you bought your router from a high street/online retailer?

    Fibre Broadband

    • Does your router say VDSL2 Fibre in its product description? (You may want to search for the model name if you don't have details to hand)
    • Have you bought your router from a reputable high street/online retailer?

    If you answered Yes to both questions, it's likely that your router is compatible with our service. If you answered No, we'd advise you to take our router to be on the safe side.

    Should you find that your router isn't compatible once your broadband service is up and running, call us on 0800 432 0200.

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  5. 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.

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  6. 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 a speed estimate. Speeds are available as follows:

    • Up to 38Mbps or Up to 76Mbps for Fibre (FTTC) enabled areas depending on the package you choose
    • Up to 17Mbps for ADSL2+ enabled areas
    • Up to 6Mbps service in other areas

    Your speed will be presented as a range of values in megabits per second (Mbps). The actual speed you get will usually be within these values and may vary depending on line conditions. If you find that your speed is much slower than the lowest estimated value you should call us on 0800 432 0200 and we'll work with you to get the best possible speed for your line.

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

    Check our Broadband download speeds article.

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  8. 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

    All packages can be ordered with a wireless router (P&P £6.99), or you can use your own. We strongly advise taking one of our routers, unless you're an experienced Internet user. Some routers from other providers may be locked to prevent them from working with other services.

    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.

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  9. Can I connect more than one computer?

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

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  10. 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
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  11. What is traffic prioritisation?

    Plusnet's Unlimited broadband network is designed to provide enough capacity for all our customers and so you will generally be able to achieve the fastest possible speed your line will allow. We don't limit your line speed, usage or downloads. If you or your family are trying to do more online than your line speed will allow, we prioritise the traffic in your home. In this situation we will ensure time sensitive uses, like video calls or the latest must-see box set speed along whilst software downloads, which aren't time critical, can carry on more slowly in the background. You get the quality of service you need to enjoy all the advantages the Internet brings.

    If you'd like to find out more about traffic prioritisation, click here for more details.

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Is my router compatible?

When you sign up to Plusnet broadband you can choose to take a wireless router (P&P £6.99).

We strongly advise taking our router, unless you're an experienced Internet user.

Want to use another broadband provider's router? Check that it's compatible first. Most providers lock routers to their network - so you may not be able to use it.

How to check if your router is compatible

  • Does your router's description state 'ADSL/ADSL2/ADSL2+'? (You may want to search for the model name if you don't have details to hand)
  • Did you buy your router from a high street/online retailer?

If you've answered Yes to both questions, it's likely that your router will be compatible with our service. If the answer is No, we suggest that you take the router we supply.

Should you find that your router isn't compatible once your broadband service is up and running, call us on 0800 432 0200.

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