Frequently Asked Questions - Broadband and phone
Browse through our most commonly asked broadband and phone line rental questions. If you can’t find the answer here get in touch and we’ll do our best to get you sorted.
All your broadband questions answered
To see what packages and cheapest Plusnet broadband deals you can get, all you need to do is enter your details into our broadband postcode checker. Once you’ve signed up, we'll contact your current provider to arrange the transfer for you.
To see what packages, speeds and cheapest deals you can get at your address, just enter your details into our broadband postcode checker.
Yes you can, but you'll need to contact them to cancel any services that you no longer require.
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.
If you'd rather use your own, make sure you check it is compatible.
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 0330 1239 123.
How you set up your router can depend on which model you have. Check out our dedicated set-up page, select your model and follow the instructions. Having trouble? Get in touch with our friendly team and they’ll talk you through it.
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.
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:
- Average download speeds of 36Mb† or 66Mb† for Fibre (FTTC) enabled areas depending on the package you choose
- Average download speeds of 10MbΦ for ADSL2+ enabled areas
Φ†Based on speed available to at least 50% of customers at peak time (8-10pm). Speeds vary by location. Check your speed via ‘check availability’ on our home page.
Your speed will be presented as a range of values in megabits per second (Mb or 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 0330 1239 123 and we'll work with you to get the best possible speed for your line.
Check our Broadband download speeds article.
Whichever Plusnet package you choose, we strongly advise taking one of our routers. Some routers from other providers may be locked to prevent them working with other services. You can easily add our router as part of your order.
For our standard broadband and fibre packages you'll need an active phone line. If you don't have one we’ll sort this for you when you sign up.
Yes, if you have a router that supports this. Our wireless routers allow multiple connections using wireless and up to four computers via Ethernet.
| New customers | Existing customers | |
|---|---|---|
| Broadband no contract and line rental | £50 | N/A |
| Broadband and line rental | £5 | N/A |
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