Broadband FAQs - See how we compare

1. I already have broadband, how do I switch?
2. What is a low cost area?
3. Will I stay online until I'm connected to Plusnet?
4. Do I need to contact my current provider?
5. Can I use the modem I have already?
6. Will my current provider charge me if I switch?
7. How long will it take to get connected?
8. Should I cancel my current broadband service?
9. How long do I have to stay with Plusnet for?
10. I've got a MAC Key, when do I have to use it by?
11. How fast will my broadband be?
12. I use the Internet for more than just web browsing and email. What speeds can I expect?
13. Can I use a MAC Key to move from cable broadband?
14. Does your service work with both Macs and PCs?
15. What equipment will I need?
16. Can I connect more than one machine?
17. Is support included
18. Does anyone need to come to my house?
19. What happens after I signup?

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

Simply go to our Switch page and we'll guide you through the process of moving your broadband to Plusnet.

[Top]

2. What is a low cost area?

There are 3 different categories for UK telephone exchange areas - Market 1, Market 2 and Market 3.

Which one of these categories your area falls into determines the price you pay for broadband. Where there's more competition in an exchange between different providers, we can offer you better pricing. This is known as a 'low cost area'.

Find out more about the exchange areas and see which one you live in by reading our Guide to Low Cost Areas.

[Top]

3. Will I stay online until I'm connected to Plusnet?

Yes, you'll still be able to do all the things you normally do online whilst we switch your broadband over to Plusnet. However, once we let you know your service is ready you'll need to set up your hardware, activate your broadband connection and login to your new service. Installation is very straightforward and we have lots of step-by-step setup guides to help you.

[Top]

4. Do I need to contact my current provider?

Yes, you'll need to give them a call to get a MAC Key (also called a MAC Code). The key will let you switch your broadband to Plusnet, without it you won't be able to move to us. To help you we've listed telephone numbers for all the major broadband providers below. Once you've got your MAC Key go to our Switch page, we'll tell you what to do next.

Broadband provider	Telephone number
AOL	0844 499 5555
BT Yahoo (Residential)	0800 085 2819
BT Yahoo (Business)	0845 600 7020
BT Broadband	0800 328 6738
Demon	0845 272 2333
Eclipse (Residential)	0845 122 4111
Eclipse (Business)	0845 122 4333
Freedom2Surf	0871 230 9312
Madasafish	0844 395 0830
Nildram	0871 230 9300
Orange	0844 871 0079
O2	0800 230 0202
Pipex	0871 663 3300
Sky	0844 241 0515
TalkTalk	0870 444 1820
Tiscali	0845 077 4488
Virgin	0845 454 1111
Zen	0845 058 9009

[Top]

5. Can I use the modem I have already?

If you've already got a modem or router from another broadband service then this might work with Plusnet broadband - but check first. Some broadband providers lock their routers so you can't use them with another provider's service. If you're unsure about your own hardware you should check with your current broadband provider.

However, when you signup for Plusnet broadband you can choose a free new 1-port wired or 4-port wireless router if you want to. In the event of a national postal strike, we may use an alternative courier to avoid delays with delivery. Check our Community Site for announcements on this.

[Top]

6. Will my current provider charge me if I switch?

It won't cost you anything to switch your broadband, however they might hold you to any contract you've taken out with them. (i.e. you may need to pay any outstanding charges). You should check with your current provider before switching to us.

[Top]

7. How long will it take to get activated?

If you're switching your broadband from another provider: you'll be able to choose when you want to move your broadband when you signup (any time between 7-30 days after you signup).

Note: Your move to Plusnet is more likely to go smoothly if you've met all your contractual obligations for your old broadband provider. Delays caused by the wholesale supplier and your old broadband provider can mean your move date may change.

If you're a new broadband customer: your broadband will be activated at least 5 working days from the date you signed up.

[Top]

8. Should I cancel my current broadband service?

No - you'll need an active broadband account to switch to Plusnet. If you cancel your broadband account with your current provider your move will be delayed.

Once we've emailed you to tell you that your broadband has been switched to us you should check that your old provider has cancelled your service. This should stop any unnecessary payments being made.

[Top]

9. How long do I have to stay with Plusnet for?

If you leave Plusnet in your first 12 months after receiving a free set-up, router or house move, we'll charge you for these. If you remain with Plusnet for 12 months after receiving a free set-up, router or house move these charges will be waived. You can also choose to pay for any of these up front if you want more flexibility.

[Top]

10. I've got a MAC key, when do I have to use it by?

You have 30 days to use the MAC Key (Migration Authorisation Code) from the date your current broadband provider gave it to you. If you don't use it to move within 30 days then your old broadband service won't be stopped. You can ask your current provider for another MAC Key if this happens.

[Top]

11. How fast will my broadband be?

You'll get the fastest broadband speed your telephone line can support, up to 8Mb. Up to 20Mb speeds will be available in the future too, thanks to ADSL2+ technology.

[Top]

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

If you enjoy gaming, making frequent downloads, or use file sharing, check our Broadband download speeds to see what experience you'll get from our broadband products.

[Top]

13. Can I use a MAC key to move from cable broadband?

ADSL and cable broadband don't work in the same way, so services can't be switched using a MAC Key. If you're a cable customer, our sales team will be able to help you switch your service over. Call them on 0845 1400 200.

[Top]

14. Does your service work with both Macs and PCs?

Yes. The service supports both PCs and Macs on the Mac OSX and Mac OS9 platforms.

[Top]

15. What equipment will I need?

You'll need:

• Your own choice of modem or router.
• A microfilter (also known as a 'splitter').
• 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'll also need 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

[Top]

16. 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.

[Top]

17. Is support included?

Expert technical support is available 24/7 365 days a year, online at the Help Assistant. Our help articles, FAQs and Community Site forums will also give you quick answers to your questions.

[Top]

18. Does anyone need to come to my house?

No. You can setup Plusnet broadband yourself, so you can do it at any time which suits you.

[Top]

19. What happens after I signup?

Your telephone line will be checked, just to see if it can support broadband. If it can and there are no problems your line will be activated by our wholesale supplier. Once we know that this has been done we'll send an email to your default address. This will include your log in details and information to help you setup your equipment to get you online.

[Top]

Stuff you need to know

A BT landline is required for broadband products. If you leave Plusnet in your first 12 months after receiving a free set-up, router or house move, we'll charge you for these. If you remain with Plusnet for 12 months after receiving a free set-up, router or house move these charges will be waived. You can also choose to pay for any of these up front if you want more flexibility.

* - Plusnet Value broadband starts at £5.99 a month for the first 3 months. If you live in one of our low cost areas you'll then pay this price every month. If you live outside of one of these areas you'll then pay £11.99 a month thereafter.

** - Plusnet Premium Broadband starts at £11.99 a month for the first 3 months. If you live in one of our low cost areas you'll then pay £15.99 a month thereafter. If you live outside of one of these areas you'll then pay £19.99 a month thereafter.

1 - Broadband is described as up to 8Mb or 20Mb because your actual download speeds will vary depending on your telephone line and where you live. When you sign up we'll check your line and give you an estimate of the speed you should get. Download speeds will vary a lot in the first 10 days after connection and will then become more consistent.