Home Phone FAQ

General Information

1. Who are your Home Phone packages available to?

Our packages are available to all new or existing Plusnet broadband customers.

[Top]

2. How much do they cost?

Line rental is £10.95 per month, you'll also need to choose a call plan:

At the moment there are two available:

• Talk Evenings and Weekends is free
• Talk Anytime costs £5 per month

Call Features cost extra, see our Call Features Guide for more information.

[Top]

3. What's the minimum contract period?

Our phone packages have a minimum 1 month contract.

Signing up for a special offer or package may mean a longer term.

[Top]

4. Do I still have to pay line rental to BT?

No. You pay us for your line rental and call plan.

Transferring to Home Phone

5. Will I keep my number?

Yes.

In some extreme cases this might not be possible. In the event of this, we'll contact you to discuss your options before starting the transfer.

[Top]

6. How long does a transfer take and how much does it cost?

It takes around 10-14 days to complete a transfer. Transferring a line from most providers is free.

If you want to transfer from a cable provider then there may be costs involved. Call our sales team to clarify this.

[Top]

7. My line isn't with BT. Can I transfer to your service?

Yes, we can transfer and install new lines in most areas.

We can't provide service to areas served by Kingston Communications (Hull).

[Top]

8. Will my line be available during the switch?

Line transferring is usually seamless, but in some cases your line can be unavailable for up to 30 minutes.

[Top]

9. Will transferring affect my directory status?

No, your directory status will stay as it is.

[Top]

10. Would transferring my line to affect my broadband?

No, the broadband contract is handled separately.

Who can I call?

11. Are included minutes available?

Yes, both call plans (Talk Anytime and Talk Evenings & Weekends) offer included minutes.

Take a look at the Call Charges & Billing Guide for more information.

12. Can I call mobiles and international numbers?

Yes. Check the Home Phone Tariff Guide for call rates:

For more information, see the Call Charges & Billing Guide.

13. Can I make Emergency or Operator calls?

Yes, you can dial 999 or 112 for Emergency calls and 100 for Operator calls.

BT call charges apply to Operator calls.

Please note: we add a 5% administration charge to all Operator calls.

If there are problems

14. Who do I contact for queries about my line?

When you're on one of our packages, we'll deal with all your queries.

See our Troubleshooting guide for more information on this.

[Top]

15. Do you offer compensation for service issues?

We can claim compensation on your behalf for problems fixed outside of BT Openreach's Service Level Agreement. We can't guarantee that your claim will be upheld or be held liable for any additional costs which you are charged.

Compensation claims are limited to £180 per customer line per year.

[Top]

16. What can I claim compensation for?

We can handle claims for the following:

• Problems arising from transferred services, new services or telephone line conversions.
• Outgoing calls barred and temporary out of service.
• Cease orders - failure to cancel the line on date specified.
• Cancel own orders- failure of our request to cancel a pending order, (i.e. BT don't cancel the order on time).
• Failure of service - faults with the line (such as noise etc.).
• Appointments - engineers failing to meet appointments which have been booked.
• Disconnections made in error - BT disconnecting a phone service when they are not entitled to do so.

[Top]

17. How do I make a claim?

Raise a ticket using our Help Assistant. We'll assess your claim and if it's valid, we'll apply to BT Openreach for compensation on your behalf.

[Top]

This page last updated 1st July 2009