your guide to getting started - plusnet · 7 a reliable, flexible phone service with competitive...
TRANSCRIPT
1
Plusnet BusinessYour guide to getting started
v10
Thanks for choosing Plusnet we know how important a reliable
broadband and phone service are for your business
We also understand that you need to be able to trust your provider to fix
things if there are problems We take great pride in providing outstanding
customer support - itrsquos at the heart of everything we do
This pack will show you exactly what to expect from your new Plusnet
Business service If you need more information yoursquoll find a number of
links to guides on our website and of course our Business Support Team is
always available if yoursquod prefer to call
Thanks again
Nick Silverwood
Head of Business
Hello and welcome to Plusnet Business
Before yoursquore up and running 3Your activation date your router and how to log in to your online account
Your broadband speed 4Your speed what can affect it and going faster with Plusnet Business Fibre
Keeping track of your broadband usage 5How to check your usage and what happens if you go over your allowance
Using Plusnet email 6Get a Plusnet email address and find out how to use it
Plusnet Business Phone 7How to switch your phone to Plusnet and which calls are included if you do
Understanding your bill 8How to check your bills and when wersquoll take payment
Where to find help online 9Find the help you need in Help amp Support on our website
Business support - how to get in touch 10What to do if yoursquore having problems and how to contact our Support Team
Referrals and Our community 11Earn money by referring others to Plusnet
Router connection settings 12 Wireless details for your Plusnet router and setup details for other routers
3
If yoursquore not using a Plusnet router
Yoursquoll need the connection settings shown on page 12 to get set up
Considering using a router from another broadband provider Be aware that most providers lock routers to their network so you may not be able to use it
If you need a Plusnet router contact our Support Team and wersquoll arrange to send you one subject to the same terms offered to new customers
Your activation date
How long it takes to activate your services depends on what yoursquove ordered and what services you already have Here are some guidelines for the most common order types Wersquoll be able to confirm exact timescales when we process your order
bull Switching broadband from another provider this takes about a weekbull If yoursquove already got a phone line installing a new broadband service takes
about a weekbull Switching an active phone service this takes about a fortnight - wersquoll place
the order when your broadbandrsquos readybull Installing a new phone line this usually takes between 1 and 2 weeksbull Installing fibre optic broadband wersquoll arrange for an engineer to visit your
premises and install the service on the earliest available date If an engineer is needed to install your service the appointment date will be your activation date Otherwise wersquoll email you with your activation date once wersquove processed your order
If we need to speak to you about your order wersquoll use the contact details stored on your account To check or change your contact details log in (see below for help) to wwwplusnetmydetails and follow the on-screen instructions
Logging in to your acccount online
Yoursquoll need your Account Username and Password to log in You chose these when you signed up
If you need a reminder of your Account Username yoursquoll find it in the emails we sent after you signed up And if you need a Password reminder go to wwwplusnetforgotpassword and follow the on-screen instructions
Setting up your Plusnet router
If yoursquove ordered a Plusnet router it should arrive a day or two before your broadband activation date
Please wait until wersquove confirmed that your broadband is ready to use before setting up your router
Our routers come with everything you need to get started Just follow the simple step-by-step booklet and yoursquoll be online within 15 minutes
Before yoursquore up and running
4
Your speed estimate
Your speed should be close to the estimate we gave when you signed up If you want to check this itrsquoll be in your Welcome to Plusnet email
Wersquoll also send a reminder two weeks after your service is activated comparing your estimate to the actual speed yoursquore getting
During your first 10 days
Wersquoll check your service to find out the fastest stable speed that your line can support
As we do this your speed will go up and down and you may occasionally lose your connection Donrsquot worry itrsquoll come back straightaway
After 10 days your line will settle down and your speed should become more consistent Small changes in speed are normal and nothing to worry about
If your speed isnrsquot what you were expecting
There are a number of things that can affect your speed These include
bull The quality and length of your line from the exchange to your propertybull Bad weather and electrical interferencebull Problems with your phone linebull Where you install your routerbull How often you switch your equipment off
You can avoid most problems by following the speed tips at wwwplusnetspeedhelp
Your broadband speed
Improve your speeds with Plusnet Business Fibre
Todayrsquos fast-paced business world means itrsquos essential to keep up with the rest of your industry Effective communication with colleagues customers and suppliers is key to success
Super fast Plusnet Business Fibre allows multiple users to communicate and share information faster than with a standard broadband connection It improves productivity saving you both valuable time and money
If yoursquore interested in Plusnet Business Fibre go to wwwplusnetproductchange to check whatrsquos available in your area
Add-ons for better upload speeds
Prioritised Service offers a higher priority on the BT Wholesale network Itrsquos perfect for businesses who regularly upload large amounts or need to upload files faster than normal On older ADSL1 broadband products network upstream speeds will increase from 448kbps up to 832kbps
Annex M allows users on ADSL2+ (in Annex M enabled exchanges) to potentially receive up to 25Mbps upstream by sacrificing a small amount of their available downstream bandwidth
If yoursquod like to take either of these options give our Support Team a call and wersquoll arrange to add them to your account
5Keeping track of your broadband usage
Checking your usage is easy Just log in to wwwplusnetusage and yoursquoll see the following information
bull Your broadband productbull Your billing period (the time your usage
allowance applies to)bull Your usage allowance and when it
applies (usage doesnrsquot count towards your allowance between midnight and 8am)
How much of your allowance yoursquove used (so far) during your current billing period
This graph shows your usage in your current billing period
The pink bar shows how much of your allowance yoursquove used in your current billing period The blue bar shows how much of your usage is free usage (between midnight and 8am)
Below that yoursquoll see your usage for each day of the current week
bull Usage this month a daily breakdown of usage in your current billing period
bull Usage history your total usage for each of the last 3 billing periods
bull Usage breakdown see how yoursquove used your broadband in the current billing period
If you go over your allowance
Your allowance will be increased in blocks of 1GB (costing pound1 per extra GB ex-VAT) until the end of the month You can control how much extra usage is added by logging in to wwwplusnetmanageusage and following the on-screen instructions
Donrsquot forget that usage between midnight and 8am is completely free and doesnrsquot count towards your allowance This is a good time to schedule heavy activity like site backups
What counts towards your usage allowance
Any use of your broadband connection (downloads and uploads) between 8am and midnight counts towards your usage allowance
That includes HD video and VoIP calls software sharing and remote connections to and from your servers as well as the more traditional ways of using broadband from within the office (eg web browsing email etc)
6Using Plusnet email
How to get a Plusnet email address
If you didnrsquot choose a Plusnet email address when you signed up
bull Go to wwwplusnetemail and log inbull Click Manage My Mailbull Follow the on-screen instructions
Itrsquoll take a few hours and once itrsquos ready wersquoll send an email to your current contact address to confirm
bull What your new Plusnet address isbull The Email Username and Password for the new address bull Information about how to set up Plusnet email on your computer and other
devices
How to add more mailboxes
You can add as many email addresses as you need for your business Just follow these steps for each one
bull Log in to wwwplusnetemail bull Select Manage My Mailbull Click Create New Email Addressbull Follow the on-screen instructions
For each extra address yoursquoll be able to choose between making a separate mailbox with its own password or a forwarding address that redirects mail to another address of your choosing
Once yoursquove chosen a new email address itrsquoll be ready to use in about half an hour Wersquoll send an email to your contact address to confirm this
Check your email anywhere with Plusnet Webmail
Plusnet Webmail provides the convenience of securely sending and receiving email from anywhere with an Internet connection
To get started log in to wwwplusnetwebmail with the username and password for the email address you want to check
Set up your Plusnet email on a computer tablet or smart phone
Your Plusnet email addresses can be set up for use with most desktop email clients smart phones and tablet devices POP3 and IMAP access are available and you can use SMTP authentication if you need it
If you need any help setting up yoursquoll find the settings you need and step-by-step setup guides for the most popular programs and devices at wwwplusnetemailhelp
If you host a domain on your Plusnet account
Emails sent to your domain will automatically be sent to the corresponding Plusnet mailbox
eg nameyourdomain would be send to the nameyourplusnetemail mailbox
7
A reliable flexible phone service with competitive rates is important if yoursquore going to run a cost-effective and agile business
Thatrsquos why we have calling plans to suit every need with a choice between inclusive UK International and mobile calls plus a lsquopay as you gorsquo option too
How to get Plusnet Business Phone
All you need to do is go to wwwplusnetproductchange and choose a package
bull Business Phone is the standard package included with your line rental all calls are pay as you go
bull UK Anytime gives you inclusive calls to UK landlines at all timesbull UK Mobile and International gives you inclusive calls to UK landlines at all
times and 500 or 1000 minutes (depending on what you want to pay) to mobiles and countries in our top 20 International destinations
bull Some call features are included as standard You can add others for a small monthly fee find out more at wwwplusnetphonehelp
Switching your phone line is free and should take about a fortnight Wersquoll confirm this once wersquove placed your order Usually you can keep your number but wersquoll let you know if not Your phone service should carry on working with your current provider until the switch is completed
Managing your account online
Once your phone line is ready you can control your account at the Business Phone Control Panel To get started go to wwwplusnetmanagephone and log in
Plusnet Business Phone
Which calls are inclusive
bull UK landlines 01 02 03 0845 and 0870 numbers (but not indirect access or dial-up Internet numbers)
bull Top 20 International destinations landline numbers in the countries listed on our Business Phone tariff - wwwplusnetbusinesstariff
bull Mobiles all UK and US mobile numbersbull Calls to other Plusnet phone customers inclusive at all times on all plans
Inclusive calls have a maximum free length of 60 minutes You can avoid charges by hanging up and re-dialling Calls to our Business Support Team are free at all times on all call plans
How we charge for calls
Our call plans share the same rates for UK landlines mobiles and international destinations You can see our tariff in full at wwwplusnetbusinesstariff
bull Calls are charged for a minimum length of one minute and are rounded up to the next minute
bull The set up fee (if applicable) is addedbull The total is rounded up to the next penny
Some calls may have a fixed-cost element for part or all of the call (eg 5p for the first 5 minutes or 25p per call)
Want to know more about Plusnet Business Phone
For more on our call plans features and charges see wwwplusnetphonehelp
8Understanding your bill
Checking your bill
Log in to wwwplusnetmybill
Each line of the table shows a separate payment Click an invoice number to see a full breakdown of that payment (see your bill in detail below for more information)
If you have Business Phone (see page 7 for more on this) you can see fully itemised call charges by logging in to wwwplusnetphonebill and choosing a time period from the list
Your bill in detail
On each bill yoursquoll see some (or all) of the following items All services are charged in advance unless stated otherwise
Additional usage and call charges are charged in arrears
Your billing date
Wersquoll bill you at the same time each month This will start on the day that your first Plusnet service was activated
If yoursquove taken broadband and phone together itrsquos likely that the activation dates will be different Rather than bill you twice a month wersquoll make an adjustment to cover the difference between the two dates when both are ready
Yoursquoll see this as a one-off charge or a credit on your next bill (depending on how the dates work out) After that yoursquoll be billed for all your services on the same day each month
How to pay
bull For regular payments wersquod rather you paid monthly bills by Direct Debit You can pay by card for an additional charge of pound125 (ex-VAT) a month
bull For one-off payments we only accept credit and debit cards
With Direct Debit you wonrsquot have to worry about updating your details if you get a new bank card or confirming regular payments - everything happens automatically
Managing your payment details
Changing or updating your payment details is easy Go to wwwplusnetmypayment log in and follow the on-screen instructions
If you have Direct Debit and card details stored on your account wersquod always take payment from the Direct Debit if itrsquos active A Direct Debit can take up to a week to set up so bear this in mind if yoursquove only just added or updated one
Everyone will see Business Phone customers will also see
bull Your broadband packagebull Additional usage (if applicable)bull Additional services (if applicable)
bull Line rentalbull Your call planbull Call charges (if applicable)bull Call features (if applicable)
If you have any questions about your bill
Please see our billing guide at wwwplusnetbillhelp or contact our Support Team (see page 10)
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
Thanks for choosing Plusnet we know how important a reliable
broadband and phone service are for your business
We also understand that you need to be able to trust your provider to fix
things if there are problems We take great pride in providing outstanding
customer support - itrsquos at the heart of everything we do
This pack will show you exactly what to expect from your new Plusnet
Business service If you need more information yoursquoll find a number of
links to guides on our website and of course our Business Support Team is
always available if yoursquod prefer to call
Thanks again
Nick Silverwood
Head of Business
Hello and welcome to Plusnet Business
Before yoursquore up and running 3Your activation date your router and how to log in to your online account
Your broadband speed 4Your speed what can affect it and going faster with Plusnet Business Fibre
Keeping track of your broadband usage 5How to check your usage and what happens if you go over your allowance
Using Plusnet email 6Get a Plusnet email address and find out how to use it
Plusnet Business Phone 7How to switch your phone to Plusnet and which calls are included if you do
Understanding your bill 8How to check your bills and when wersquoll take payment
Where to find help online 9Find the help you need in Help amp Support on our website
Business support - how to get in touch 10What to do if yoursquore having problems and how to contact our Support Team
Referrals and Our community 11Earn money by referring others to Plusnet
Router connection settings 12 Wireless details for your Plusnet router and setup details for other routers
3
If yoursquore not using a Plusnet router
Yoursquoll need the connection settings shown on page 12 to get set up
Considering using a router from another broadband provider Be aware that most providers lock routers to their network so you may not be able to use it
If you need a Plusnet router contact our Support Team and wersquoll arrange to send you one subject to the same terms offered to new customers
Your activation date
How long it takes to activate your services depends on what yoursquove ordered and what services you already have Here are some guidelines for the most common order types Wersquoll be able to confirm exact timescales when we process your order
bull Switching broadband from another provider this takes about a weekbull If yoursquove already got a phone line installing a new broadband service takes
about a weekbull Switching an active phone service this takes about a fortnight - wersquoll place
the order when your broadbandrsquos readybull Installing a new phone line this usually takes between 1 and 2 weeksbull Installing fibre optic broadband wersquoll arrange for an engineer to visit your
premises and install the service on the earliest available date If an engineer is needed to install your service the appointment date will be your activation date Otherwise wersquoll email you with your activation date once wersquove processed your order
If we need to speak to you about your order wersquoll use the contact details stored on your account To check or change your contact details log in (see below for help) to wwwplusnetmydetails and follow the on-screen instructions
Logging in to your acccount online
Yoursquoll need your Account Username and Password to log in You chose these when you signed up
If you need a reminder of your Account Username yoursquoll find it in the emails we sent after you signed up And if you need a Password reminder go to wwwplusnetforgotpassword and follow the on-screen instructions
Setting up your Plusnet router
If yoursquove ordered a Plusnet router it should arrive a day or two before your broadband activation date
Please wait until wersquove confirmed that your broadband is ready to use before setting up your router
Our routers come with everything you need to get started Just follow the simple step-by-step booklet and yoursquoll be online within 15 minutes
Before yoursquore up and running
4
Your speed estimate
Your speed should be close to the estimate we gave when you signed up If you want to check this itrsquoll be in your Welcome to Plusnet email
Wersquoll also send a reminder two weeks after your service is activated comparing your estimate to the actual speed yoursquore getting
During your first 10 days
Wersquoll check your service to find out the fastest stable speed that your line can support
As we do this your speed will go up and down and you may occasionally lose your connection Donrsquot worry itrsquoll come back straightaway
After 10 days your line will settle down and your speed should become more consistent Small changes in speed are normal and nothing to worry about
If your speed isnrsquot what you were expecting
There are a number of things that can affect your speed These include
bull The quality and length of your line from the exchange to your propertybull Bad weather and electrical interferencebull Problems with your phone linebull Where you install your routerbull How often you switch your equipment off
You can avoid most problems by following the speed tips at wwwplusnetspeedhelp
Your broadband speed
Improve your speeds with Plusnet Business Fibre
Todayrsquos fast-paced business world means itrsquos essential to keep up with the rest of your industry Effective communication with colleagues customers and suppliers is key to success
Super fast Plusnet Business Fibre allows multiple users to communicate and share information faster than with a standard broadband connection It improves productivity saving you both valuable time and money
If yoursquore interested in Plusnet Business Fibre go to wwwplusnetproductchange to check whatrsquos available in your area
Add-ons for better upload speeds
Prioritised Service offers a higher priority on the BT Wholesale network Itrsquos perfect for businesses who regularly upload large amounts or need to upload files faster than normal On older ADSL1 broadband products network upstream speeds will increase from 448kbps up to 832kbps
Annex M allows users on ADSL2+ (in Annex M enabled exchanges) to potentially receive up to 25Mbps upstream by sacrificing a small amount of their available downstream bandwidth
If yoursquod like to take either of these options give our Support Team a call and wersquoll arrange to add them to your account
5Keeping track of your broadband usage
Checking your usage is easy Just log in to wwwplusnetusage and yoursquoll see the following information
bull Your broadband productbull Your billing period (the time your usage
allowance applies to)bull Your usage allowance and when it
applies (usage doesnrsquot count towards your allowance between midnight and 8am)
How much of your allowance yoursquove used (so far) during your current billing period
This graph shows your usage in your current billing period
The pink bar shows how much of your allowance yoursquove used in your current billing period The blue bar shows how much of your usage is free usage (between midnight and 8am)
Below that yoursquoll see your usage for each day of the current week
bull Usage this month a daily breakdown of usage in your current billing period
bull Usage history your total usage for each of the last 3 billing periods
bull Usage breakdown see how yoursquove used your broadband in the current billing period
If you go over your allowance
Your allowance will be increased in blocks of 1GB (costing pound1 per extra GB ex-VAT) until the end of the month You can control how much extra usage is added by logging in to wwwplusnetmanageusage and following the on-screen instructions
Donrsquot forget that usage between midnight and 8am is completely free and doesnrsquot count towards your allowance This is a good time to schedule heavy activity like site backups
What counts towards your usage allowance
Any use of your broadband connection (downloads and uploads) between 8am and midnight counts towards your usage allowance
That includes HD video and VoIP calls software sharing and remote connections to and from your servers as well as the more traditional ways of using broadband from within the office (eg web browsing email etc)
6Using Plusnet email
How to get a Plusnet email address
If you didnrsquot choose a Plusnet email address when you signed up
bull Go to wwwplusnetemail and log inbull Click Manage My Mailbull Follow the on-screen instructions
Itrsquoll take a few hours and once itrsquos ready wersquoll send an email to your current contact address to confirm
bull What your new Plusnet address isbull The Email Username and Password for the new address bull Information about how to set up Plusnet email on your computer and other
devices
How to add more mailboxes
You can add as many email addresses as you need for your business Just follow these steps for each one
bull Log in to wwwplusnetemail bull Select Manage My Mailbull Click Create New Email Addressbull Follow the on-screen instructions
For each extra address yoursquoll be able to choose between making a separate mailbox with its own password or a forwarding address that redirects mail to another address of your choosing
Once yoursquove chosen a new email address itrsquoll be ready to use in about half an hour Wersquoll send an email to your contact address to confirm this
Check your email anywhere with Plusnet Webmail
Plusnet Webmail provides the convenience of securely sending and receiving email from anywhere with an Internet connection
To get started log in to wwwplusnetwebmail with the username and password for the email address you want to check
Set up your Plusnet email on a computer tablet or smart phone
Your Plusnet email addresses can be set up for use with most desktop email clients smart phones and tablet devices POP3 and IMAP access are available and you can use SMTP authentication if you need it
If you need any help setting up yoursquoll find the settings you need and step-by-step setup guides for the most popular programs and devices at wwwplusnetemailhelp
If you host a domain on your Plusnet account
Emails sent to your domain will automatically be sent to the corresponding Plusnet mailbox
eg nameyourdomain would be send to the nameyourplusnetemail mailbox
7
A reliable flexible phone service with competitive rates is important if yoursquore going to run a cost-effective and agile business
Thatrsquos why we have calling plans to suit every need with a choice between inclusive UK International and mobile calls plus a lsquopay as you gorsquo option too
How to get Plusnet Business Phone
All you need to do is go to wwwplusnetproductchange and choose a package
bull Business Phone is the standard package included with your line rental all calls are pay as you go
bull UK Anytime gives you inclusive calls to UK landlines at all timesbull UK Mobile and International gives you inclusive calls to UK landlines at all
times and 500 or 1000 minutes (depending on what you want to pay) to mobiles and countries in our top 20 International destinations
bull Some call features are included as standard You can add others for a small monthly fee find out more at wwwplusnetphonehelp
Switching your phone line is free and should take about a fortnight Wersquoll confirm this once wersquove placed your order Usually you can keep your number but wersquoll let you know if not Your phone service should carry on working with your current provider until the switch is completed
Managing your account online
Once your phone line is ready you can control your account at the Business Phone Control Panel To get started go to wwwplusnetmanagephone and log in
Plusnet Business Phone
Which calls are inclusive
bull UK landlines 01 02 03 0845 and 0870 numbers (but not indirect access or dial-up Internet numbers)
bull Top 20 International destinations landline numbers in the countries listed on our Business Phone tariff - wwwplusnetbusinesstariff
bull Mobiles all UK and US mobile numbersbull Calls to other Plusnet phone customers inclusive at all times on all plans
Inclusive calls have a maximum free length of 60 minutes You can avoid charges by hanging up and re-dialling Calls to our Business Support Team are free at all times on all call plans
How we charge for calls
Our call plans share the same rates for UK landlines mobiles and international destinations You can see our tariff in full at wwwplusnetbusinesstariff
bull Calls are charged for a minimum length of one minute and are rounded up to the next minute
bull The set up fee (if applicable) is addedbull The total is rounded up to the next penny
Some calls may have a fixed-cost element for part or all of the call (eg 5p for the first 5 minutes or 25p per call)
Want to know more about Plusnet Business Phone
For more on our call plans features and charges see wwwplusnetphonehelp
8Understanding your bill
Checking your bill
Log in to wwwplusnetmybill
Each line of the table shows a separate payment Click an invoice number to see a full breakdown of that payment (see your bill in detail below for more information)
If you have Business Phone (see page 7 for more on this) you can see fully itemised call charges by logging in to wwwplusnetphonebill and choosing a time period from the list
Your bill in detail
On each bill yoursquoll see some (or all) of the following items All services are charged in advance unless stated otherwise
Additional usage and call charges are charged in arrears
Your billing date
Wersquoll bill you at the same time each month This will start on the day that your first Plusnet service was activated
If yoursquove taken broadband and phone together itrsquos likely that the activation dates will be different Rather than bill you twice a month wersquoll make an adjustment to cover the difference between the two dates when both are ready
Yoursquoll see this as a one-off charge or a credit on your next bill (depending on how the dates work out) After that yoursquoll be billed for all your services on the same day each month
How to pay
bull For regular payments wersquod rather you paid monthly bills by Direct Debit You can pay by card for an additional charge of pound125 (ex-VAT) a month
bull For one-off payments we only accept credit and debit cards
With Direct Debit you wonrsquot have to worry about updating your details if you get a new bank card or confirming regular payments - everything happens automatically
Managing your payment details
Changing or updating your payment details is easy Go to wwwplusnetmypayment log in and follow the on-screen instructions
If you have Direct Debit and card details stored on your account wersquod always take payment from the Direct Debit if itrsquos active A Direct Debit can take up to a week to set up so bear this in mind if yoursquove only just added or updated one
Everyone will see Business Phone customers will also see
bull Your broadband packagebull Additional usage (if applicable)bull Additional services (if applicable)
bull Line rentalbull Your call planbull Call charges (if applicable)bull Call features (if applicable)
If you have any questions about your bill
Please see our billing guide at wwwplusnetbillhelp or contact our Support Team (see page 10)
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
3
If yoursquore not using a Plusnet router
Yoursquoll need the connection settings shown on page 12 to get set up
Considering using a router from another broadband provider Be aware that most providers lock routers to their network so you may not be able to use it
If you need a Plusnet router contact our Support Team and wersquoll arrange to send you one subject to the same terms offered to new customers
Your activation date
How long it takes to activate your services depends on what yoursquove ordered and what services you already have Here are some guidelines for the most common order types Wersquoll be able to confirm exact timescales when we process your order
bull Switching broadband from another provider this takes about a weekbull If yoursquove already got a phone line installing a new broadband service takes
about a weekbull Switching an active phone service this takes about a fortnight - wersquoll place
the order when your broadbandrsquos readybull Installing a new phone line this usually takes between 1 and 2 weeksbull Installing fibre optic broadband wersquoll arrange for an engineer to visit your
premises and install the service on the earliest available date If an engineer is needed to install your service the appointment date will be your activation date Otherwise wersquoll email you with your activation date once wersquove processed your order
If we need to speak to you about your order wersquoll use the contact details stored on your account To check or change your contact details log in (see below for help) to wwwplusnetmydetails and follow the on-screen instructions
Logging in to your acccount online
Yoursquoll need your Account Username and Password to log in You chose these when you signed up
If you need a reminder of your Account Username yoursquoll find it in the emails we sent after you signed up And if you need a Password reminder go to wwwplusnetforgotpassword and follow the on-screen instructions
Setting up your Plusnet router
If yoursquove ordered a Plusnet router it should arrive a day or two before your broadband activation date
Please wait until wersquove confirmed that your broadband is ready to use before setting up your router
Our routers come with everything you need to get started Just follow the simple step-by-step booklet and yoursquoll be online within 15 minutes
Before yoursquore up and running
4
Your speed estimate
Your speed should be close to the estimate we gave when you signed up If you want to check this itrsquoll be in your Welcome to Plusnet email
Wersquoll also send a reminder two weeks after your service is activated comparing your estimate to the actual speed yoursquore getting
During your first 10 days
Wersquoll check your service to find out the fastest stable speed that your line can support
As we do this your speed will go up and down and you may occasionally lose your connection Donrsquot worry itrsquoll come back straightaway
After 10 days your line will settle down and your speed should become more consistent Small changes in speed are normal and nothing to worry about
If your speed isnrsquot what you were expecting
There are a number of things that can affect your speed These include
bull The quality and length of your line from the exchange to your propertybull Bad weather and electrical interferencebull Problems with your phone linebull Where you install your routerbull How often you switch your equipment off
You can avoid most problems by following the speed tips at wwwplusnetspeedhelp
Your broadband speed
Improve your speeds with Plusnet Business Fibre
Todayrsquos fast-paced business world means itrsquos essential to keep up with the rest of your industry Effective communication with colleagues customers and suppliers is key to success
Super fast Plusnet Business Fibre allows multiple users to communicate and share information faster than with a standard broadband connection It improves productivity saving you both valuable time and money
If yoursquore interested in Plusnet Business Fibre go to wwwplusnetproductchange to check whatrsquos available in your area
Add-ons for better upload speeds
Prioritised Service offers a higher priority on the BT Wholesale network Itrsquos perfect for businesses who regularly upload large amounts or need to upload files faster than normal On older ADSL1 broadband products network upstream speeds will increase from 448kbps up to 832kbps
Annex M allows users on ADSL2+ (in Annex M enabled exchanges) to potentially receive up to 25Mbps upstream by sacrificing a small amount of their available downstream bandwidth
If yoursquod like to take either of these options give our Support Team a call and wersquoll arrange to add them to your account
5Keeping track of your broadband usage
Checking your usage is easy Just log in to wwwplusnetusage and yoursquoll see the following information
bull Your broadband productbull Your billing period (the time your usage
allowance applies to)bull Your usage allowance and when it
applies (usage doesnrsquot count towards your allowance between midnight and 8am)
How much of your allowance yoursquove used (so far) during your current billing period
This graph shows your usage in your current billing period
The pink bar shows how much of your allowance yoursquove used in your current billing period The blue bar shows how much of your usage is free usage (between midnight and 8am)
Below that yoursquoll see your usage for each day of the current week
bull Usage this month a daily breakdown of usage in your current billing period
bull Usage history your total usage for each of the last 3 billing periods
bull Usage breakdown see how yoursquove used your broadband in the current billing period
If you go over your allowance
Your allowance will be increased in blocks of 1GB (costing pound1 per extra GB ex-VAT) until the end of the month You can control how much extra usage is added by logging in to wwwplusnetmanageusage and following the on-screen instructions
Donrsquot forget that usage between midnight and 8am is completely free and doesnrsquot count towards your allowance This is a good time to schedule heavy activity like site backups
What counts towards your usage allowance
Any use of your broadband connection (downloads and uploads) between 8am and midnight counts towards your usage allowance
That includes HD video and VoIP calls software sharing and remote connections to and from your servers as well as the more traditional ways of using broadband from within the office (eg web browsing email etc)
6Using Plusnet email
How to get a Plusnet email address
If you didnrsquot choose a Plusnet email address when you signed up
bull Go to wwwplusnetemail and log inbull Click Manage My Mailbull Follow the on-screen instructions
Itrsquoll take a few hours and once itrsquos ready wersquoll send an email to your current contact address to confirm
bull What your new Plusnet address isbull The Email Username and Password for the new address bull Information about how to set up Plusnet email on your computer and other
devices
How to add more mailboxes
You can add as many email addresses as you need for your business Just follow these steps for each one
bull Log in to wwwplusnetemail bull Select Manage My Mailbull Click Create New Email Addressbull Follow the on-screen instructions
For each extra address yoursquoll be able to choose between making a separate mailbox with its own password or a forwarding address that redirects mail to another address of your choosing
Once yoursquove chosen a new email address itrsquoll be ready to use in about half an hour Wersquoll send an email to your contact address to confirm this
Check your email anywhere with Plusnet Webmail
Plusnet Webmail provides the convenience of securely sending and receiving email from anywhere with an Internet connection
To get started log in to wwwplusnetwebmail with the username and password for the email address you want to check
Set up your Plusnet email on a computer tablet or smart phone
Your Plusnet email addresses can be set up for use with most desktop email clients smart phones and tablet devices POP3 and IMAP access are available and you can use SMTP authentication if you need it
If you need any help setting up yoursquoll find the settings you need and step-by-step setup guides for the most popular programs and devices at wwwplusnetemailhelp
If you host a domain on your Plusnet account
Emails sent to your domain will automatically be sent to the corresponding Plusnet mailbox
eg nameyourdomain would be send to the nameyourplusnetemail mailbox
7
A reliable flexible phone service with competitive rates is important if yoursquore going to run a cost-effective and agile business
Thatrsquos why we have calling plans to suit every need with a choice between inclusive UK International and mobile calls plus a lsquopay as you gorsquo option too
How to get Plusnet Business Phone
All you need to do is go to wwwplusnetproductchange and choose a package
bull Business Phone is the standard package included with your line rental all calls are pay as you go
bull UK Anytime gives you inclusive calls to UK landlines at all timesbull UK Mobile and International gives you inclusive calls to UK landlines at all
times and 500 or 1000 minutes (depending on what you want to pay) to mobiles and countries in our top 20 International destinations
bull Some call features are included as standard You can add others for a small monthly fee find out more at wwwplusnetphonehelp
Switching your phone line is free and should take about a fortnight Wersquoll confirm this once wersquove placed your order Usually you can keep your number but wersquoll let you know if not Your phone service should carry on working with your current provider until the switch is completed
Managing your account online
Once your phone line is ready you can control your account at the Business Phone Control Panel To get started go to wwwplusnetmanagephone and log in
Plusnet Business Phone
Which calls are inclusive
bull UK landlines 01 02 03 0845 and 0870 numbers (but not indirect access or dial-up Internet numbers)
bull Top 20 International destinations landline numbers in the countries listed on our Business Phone tariff - wwwplusnetbusinesstariff
bull Mobiles all UK and US mobile numbersbull Calls to other Plusnet phone customers inclusive at all times on all plans
Inclusive calls have a maximum free length of 60 minutes You can avoid charges by hanging up and re-dialling Calls to our Business Support Team are free at all times on all call plans
How we charge for calls
Our call plans share the same rates for UK landlines mobiles and international destinations You can see our tariff in full at wwwplusnetbusinesstariff
bull Calls are charged for a minimum length of one minute and are rounded up to the next minute
bull The set up fee (if applicable) is addedbull The total is rounded up to the next penny
Some calls may have a fixed-cost element for part or all of the call (eg 5p for the first 5 minutes or 25p per call)
Want to know more about Plusnet Business Phone
For more on our call plans features and charges see wwwplusnetphonehelp
8Understanding your bill
Checking your bill
Log in to wwwplusnetmybill
Each line of the table shows a separate payment Click an invoice number to see a full breakdown of that payment (see your bill in detail below for more information)
If you have Business Phone (see page 7 for more on this) you can see fully itemised call charges by logging in to wwwplusnetphonebill and choosing a time period from the list
Your bill in detail
On each bill yoursquoll see some (or all) of the following items All services are charged in advance unless stated otherwise
Additional usage and call charges are charged in arrears
Your billing date
Wersquoll bill you at the same time each month This will start on the day that your first Plusnet service was activated
If yoursquove taken broadband and phone together itrsquos likely that the activation dates will be different Rather than bill you twice a month wersquoll make an adjustment to cover the difference between the two dates when both are ready
Yoursquoll see this as a one-off charge or a credit on your next bill (depending on how the dates work out) After that yoursquoll be billed for all your services on the same day each month
How to pay
bull For regular payments wersquod rather you paid monthly bills by Direct Debit You can pay by card for an additional charge of pound125 (ex-VAT) a month
bull For one-off payments we only accept credit and debit cards
With Direct Debit you wonrsquot have to worry about updating your details if you get a new bank card or confirming regular payments - everything happens automatically
Managing your payment details
Changing or updating your payment details is easy Go to wwwplusnetmypayment log in and follow the on-screen instructions
If you have Direct Debit and card details stored on your account wersquod always take payment from the Direct Debit if itrsquos active A Direct Debit can take up to a week to set up so bear this in mind if yoursquove only just added or updated one
Everyone will see Business Phone customers will also see
bull Your broadband packagebull Additional usage (if applicable)bull Additional services (if applicable)
bull Line rentalbull Your call planbull Call charges (if applicable)bull Call features (if applicable)
If you have any questions about your bill
Please see our billing guide at wwwplusnetbillhelp or contact our Support Team (see page 10)
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
4
Your speed estimate
Your speed should be close to the estimate we gave when you signed up If you want to check this itrsquoll be in your Welcome to Plusnet email
Wersquoll also send a reminder two weeks after your service is activated comparing your estimate to the actual speed yoursquore getting
During your first 10 days
Wersquoll check your service to find out the fastest stable speed that your line can support
As we do this your speed will go up and down and you may occasionally lose your connection Donrsquot worry itrsquoll come back straightaway
After 10 days your line will settle down and your speed should become more consistent Small changes in speed are normal and nothing to worry about
If your speed isnrsquot what you were expecting
There are a number of things that can affect your speed These include
bull The quality and length of your line from the exchange to your propertybull Bad weather and electrical interferencebull Problems with your phone linebull Where you install your routerbull How often you switch your equipment off
You can avoid most problems by following the speed tips at wwwplusnetspeedhelp
Your broadband speed
Improve your speeds with Plusnet Business Fibre
Todayrsquos fast-paced business world means itrsquos essential to keep up with the rest of your industry Effective communication with colleagues customers and suppliers is key to success
Super fast Plusnet Business Fibre allows multiple users to communicate and share information faster than with a standard broadband connection It improves productivity saving you both valuable time and money
If yoursquore interested in Plusnet Business Fibre go to wwwplusnetproductchange to check whatrsquos available in your area
Add-ons for better upload speeds
Prioritised Service offers a higher priority on the BT Wholesale network Itrsquos perfect for businesses who regularly upload large amounts or need to upload files faster than normal On older ADSL1 broadband products network upstream speeds will increase from 448kbps up to 832kbps
Annex M allows users on ADSL2+ (in Annex M enabled exchanges) to potentially receive up to 25Mbps upstream by sacrificing a small amount of their available downstream bandwidth
If yoursquod like to take either of these options give our Support Team a call and wersquoll arrange to add them to your account
5Keeping track of your broadband usage
Checking your usage is easy Just log in to wwwplusnetusage and yoursquoll see the following information
bull Your broadband productbull Your billing period (the time your usage
allowance applies to)bull Your usage allowance and when it
applies (usage doesnrsquot count towards your allowance between midnight and 8am)
How much of your allowance yoursquove used (so far) during your current billing period
This graph shows your usage in your current billing period
The pink bar shows how much of your allowance yoursquove used in your current billing period The blue bar shows how much of your usage is free usage (between midnight and 8am)
Below that yoursquoll see your usage for each day of the current week
bull Usage this month a daily breakdown of usage in your current billing period
bull Usage history your total usage for each of the last 3 billing periods
bull Usage breakdown see how yoursquove used your broadband in the current billing period
If you go over your allowance
Your allowance will be increased in blocks of 1GB (costing pound1 per extra GB ex-VAT) until the end of the month You can control how much extra usage is added by logging in to wwwplusnetmanageusage and following the on-screen instructions
Donrsquot forget that usage between midnight and 8am is completely free and doesnrsquot count towards your allowance This is a good time to schedule heavy activity like site backups
What counts towards your usage allowance
Any use of your broadband connection (downloads and uploads) between 8am and midnight counts towards your usage allowance
That includes HD video and VoIP calls software sharing and remote connections to and from your servers as well as the more traditional ways of using broadband from within the office (eg web browsing email etc)
6Using Plusnet email
How to get a Plusnet email address
If you didnrsquot choose a Plusnet email address when you signed up
bull Go to wwwplusnetemail and log inbull Click Manage My Mailbull Follow the on-screen instructions
Itrsquoll take a few hours and once itrsquos ready wersquoll send an email to your current contact address to confirm
bull What your new Plusnet address isbull The Email Username and Password for the new address bull Information about how to set up Plusnet email on your computer and other
devices
How to add more mailboxes
You can add as many email addresses as you need for your business Just follow these steps for each one
bull Log in to wwwplusnetemail bull Select Manage My Mailbull Click Create New Email Addressbull Follow the on-screen instructions
For each extra address yoursquoll be able to choose between making a separate mailbox with its own password or a forwarding address that redirects mail to another address of your choosing
Once yoursquove chosen a new email address itrsquoll be ready to use in about half an hour Wersquoll send an email to your contact address to confirm this
Check your email anywhere with Plusnet Webmail
Plusnet Webmail provides the convenience of securely sending and receiving email from anywhere with an Internet connection
To get started log in to wwwplusnetwebmail with the username and password for the email address you want to check
Set up your Plusnet email on a computer tablet or smart phone
Your Plusnet email addresses can be set up for use with most desktop email clients smart phones and tablet devices POP3 and IMAP access are available and you can use SMTP authentication if you need it
If you need any help setting up yoursquoll find the settings you need and step-by-step setup guides for the most popular programs and devices at wwwplusnetemailhelp
If you host a domain on your Plusnet account
Emails sent to your domain will automatically be sent to the corresponding Plusnet mailbox
eg nameyourdomain would be send to the nameyourplusnetemail mailbox
7
A reliable flexible phone service with competitive rates is important if yoursquore going to run a cost-effective and agile business
Thatrsquos why we have calling plans to suit every need with a choice between inclusive UK International and mobile calls plus a lsquopay as you gorsquo option too
How to get Plusnet Business Phone
All you need to do is go to wwwplusnetproductchange and choose a package
bull Business Phone is the standard package included with your line rental all calls are pay as you go
bull UK Anytime gives you inclusive calls to UK landlines at all timesbull UK Mobile and International gives you inclusive calls to UK landlines at all
times and 500 or 1000 minutes (depending on what you want to pay) to mobiles and countries in our top 20 International destinations
bull Some call features are included as standard You can add others for a small monthly fee find out more at wwwplusnetphonehelp
Switching your phone line is free and should take about a fortnight Wersquoll confirm this once wersquove placed your order Usually you can keep your number but wersquoll let you know if not Your phone service should carry on working with your current provider until the switch is completed
Managing your account online
Once your phone line is ready you can control your account at the Business Phone Control Panel To get started go to wwwplusnetmanagephone and log in
Plusnet Business Phone
Which calls are inclusive
bull UK landlines 01 02 03 0845 and 0870 numbers (but not indirect access or dial-up Internet numbers)
bull Top 20 International destinations landline numbers in the countries listed on our Business Phone tariff - wwwplusnetbusinesstariff
bull Mobiles all UK and US mobile numbersbull Calls to other Plusnet phone customers inclusive at all times on all plans
Inclusive calls have a maximum free length of 60 minutes You can avoid charges by hanging up and re-dialling Calls to our Business Support Team are free at all times on all call plans
How we charge for calls
Our call plans share the same rates for UK landlines mobiles and international destinations You can see our tariff in full at wwwplusnetbusinesstariff
bull Calls are charged for a minimum length of one minute and are rounded up to the next minute
bull The set up fee (if applicable) is addedbull The total is rounded up to the next penny
Some calls may have a fixed-cost element for part or all of the call (eg 5p for the first 5 minutes or 25p per call)
Want to know more about Plusnet Business Phone
For more on our call plans features and charges see wwwplusnetphonehelp
8Understanding your bill
Checking your bill
Log in to wwwplusnetmybill
Each line of the table shows a separate payment Click an invoice number to see a full breakdown of that payment (see your bill in detail below for more information)
If you have Business Phone (see page 7 for more on this) you can see fully itemised call charges by logging in to wwwplusnetphonebill and choosing a time period from the list
Your bill in detail
On each bill yoursquoll see some (or all) of the following items All services are charged in advance unless stated otherwise
Additional usage and call charges are charged in arrears
Your billing date
Wersquoll bill you at the same time each month This will start on the day that your first Plusnet service was activated
If yoursquove taken broadband and phone together itrsquos likely that the activation dates will be different Rather than bill you twice a month wersquoll make an adjustment to cover the difference between the two dates when both are ready
Yoursquoll see this as a one-off charge or a credit on your next bill (depending on how the dates work out) After that yoursquoll be billed for all your services on the same day each month
How to pay
bull For regular payments wersquod rather you paid monthly bills by Direct Debit You can pay by card for an additional charge of pound125 (ex-VAT) a month
bull For one-off payments we only accept credit and debit cards
With Direct Debit you wonrsquot have to worry about updating your details if you get a new bank card or confirming regular payments - everything happens automatically
Managing your payment details
Changing or updating your payment details is easy Go to wwwplusnetmypayment log in and follow the on-screen instructions
If you have Direct Debit and card details stored on your account wersquod always take payment from the Direct Debit if itrsquos active A Direct Debit can take up to a week to set up so bear this in mind if yoursquove only just added or updated one
Everyone will see Business Phone customers will also see
bull Your broadband packagebull Additional usage (if applicable)bull Additional services (if applicable)
bull Line rentalbull Your call planbull Call charges (if applicable)bull Call features (if applicable)
If you have any questions about your bill
Please see our billing guide at wwwplusnetbillhelp or contact our Support Team (see page 10)
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
5Keeping track of your broadband usage
Checking your usage is easy Just log in to wwwplusnetusage and yoursquoll see the following information
bull Your broadband productbull Your billing period (the time your usage
allowance applies to)bull Your usage allowance and when it
applies (usage doesnrsquot count towards your allowance between midnight and 8am)
How much of your allowance yoursquove used (so far) during your current billing period
This graph shows your usage in your current billing period
The pink bar shows how much of your allowance yoursquove used in your current billing period The blue bar shows how much of your usage is free usage (between midnight and 8am)
Below that yoursquoll see your usage for each day of the current week
bull Usage this month a daily breakdown of usage in your current billing period
bull Usage history your total usage for each of the last 3 billing periods
bull Usage breakdown see how yoursquove used your broadband in the current billing period
If you go over your allowance
Your allowance will be increased in blocks of 1GB (costing pound1 per extra GB ex-VAT) until the end of the month You can control how much extra usage is added by logging in to wwwplusnetmanageusage and following the on-screen instructions
Donrsquot forget that usage between midnight and 8am is completely free and doesnrsquot count towards your allowance This is a good time to schedule heavy activity like site backups
What counts towards your usage allowance
Any use of your broadband connection (downloads and uploads) between 8am and midnight counts towards your usage allowance
That includes HD video and VoIP calls software sharing and remote connections to and from your servers as well as the more traditional ways of using broadband from within the office (eg web browsing email etc)
6Using Plusnet email
How to get a Plusnet email address
If you didnrsquot choose a Plusnet email address when you signed up
bull Go to wwwplusnetemail and log inbull Click Manage My Mailbull Follow the on-screen instructions
Itrsquoll take a few hours and once itrsquos ready wersquoll send an email to your current contact address to confirm
bull What your new Plusnet address isbull The Email Username and Password for the new address bull Information about how to set up Plusnet email on your computer and other
devices
How to add more mailboxes
You can add as many email addresses as you need for your business Just follow these steps for each one
bull Log in to wwwplusnetemail bull Select Manage My Mailbull Click Create New Email Addressbull Follow the on-screen instructions
For each extra address yoursquoll be able to choose between making a separate mailbox with its own password or a forwarding address that redirects mail to another address of your choosing
Once yoursquove chosen a new email address itrsquoll be ready to use in about half an hour Wersquoll send an email to your contact address to confirm this
Check your email anywhere with Plusnet Webmail
Plusnet Webmail provides the convenience of securely sending and receiving email from anywhere with an Internet connection
To get started log in to wwwplusnetwebmail with the username and password for the email address you want to check
Set up your Plusnet email on a computer tablet or smart phone
Your Plusnet email addresses can be set up for use with most desktop email clients smart phones and tablet devices POP3 and IMAP access are available and you can use SMTP authentication if you need it
If you need any help setting up yoursquoll find the settings you need and step-by-step setup guides for the most popular programs and devices at wwwplusnetemailhelp
If you host a domain on your Plusnet account
Emails sent to your domain will automatically be sent to the corresponding Plusnet mailbox
eg nameyourdomain would be send to the nameyourplusnetemail mailbox
7
A reliable flexible phone service with competitive rates is important if yoursquore going to run a cost-effective and agile business
Thatrsquos why we have calling plans to suit every need with a choice between inclusive UK International and mobile calls plus a lsquopay as you gorsquo option too
How to get Plusnet Business Phone
All you need to do is go to wwwplusnetproductchange and choose a package
bull Business Phone is the standard package included with your line rental all calls are pay as you go
bull UK Anytime gives you inclusive calls to UK landlines at all timesbull UK Mobile and International gives you inclusive calls to UK landlines at all
times and 500 or 1000 minutes (depending on what you want to pay) to mobiles and countries in our top 20 International destinations
bull Some call features are included as standard You can add others for a small monthly fee find out more at wwwplusnetphonehelp
Switching your phone line is free and should take about a fortnight Wersquoll confirm this once wersquove placed your order Usually you can keep your number but wersquoll let you know if not Your phone service should carry on working with your current provider until the switch is completed
Managing your account online
Once your phone line is ready you can control your account at the Business Phone Control Panel To get started go to wwwplusnetmanagephone and log in
Plusnet Business Phone
Which calls are inclusive
bull UK landlines 01 02 03 0845 and 0870 numbers (but not indirect access or dial-up Internet numbers)
bull Top 20 International destinations landline numbers in the countries listed on our Business Phone tariff - wwwplusnetbusinesstariff
bull Mobiles all UK and US mobile numbersbull Calls to other Plusnet phone customers inclusive at all times on all plans
Inclusive calls have a maximum free length of 60 minutes You can avoid charges by hanging up and re-dialling Calls to our Business Support Team are free at all times on all call plans
How we charge for calls
Our call plans share the same rates for UK landlines mobiles and international destinations You can see our tariff in full at wwwplusnetbusinesstariff
bull Calls are charged for a minimum length of one minute and are rounded up to the next minute
bull The set up fee (if applicable) is addedbull The total is rounded up to the next penny
Some calls may have a fixed-cost element for part or all of the call (eg 5p for the first 5 minutes or 25p per call)
Want to know more about Plusnet Business Phone
For more on our call plans features and charges see wwwplusnetphonehelp
8Understanding your bill
Checking your bill
Log in to wwwplusnetmybill
Each line of the table shows a separate payment Click an invoice number to see a full breakdown of that payment (see your bill in detail below for more information)
If you have Business Phone (see page 7 for more on this) you can see fully itemised call charges by logging in to wwwplusnetphonebill and choosing a time period from the list
Your bill in detail
On each bill yoursquoll see some (or all) of the following items All services are charged in advance unless stated otherwise
Additional usage and call charges are charged in arrears
Your billing date
Wersquoll bill you at the same time each month This will start on the day that your first Plusnet service was activated
If yoursquove taken broadband and phone together itrsquos likely that the activation dates will be different Rather than bill you twice a month wersquoll make an adjustment to cover the difference between the two dates when both are ready
Yoursquoll see this as a one-off charge or a credit on your next bill (depending on how the dates work out) After that yoursquoll be billed for all your services on the same day each month
How to pay
bull For regular payments wersquod rather you paid monthly bills by Direct Debit You can pay by card for an additional charge of pound125 (ex-VAT) a month
bull For one-off payments we only accept credit and debit cards
With Direct Debit you wonrsquot have to worry about updating your details if you get a new bank card or confirming regular payments - everything happens automatically
Managing your payment details
Changing or updating your payment details is easy Go to wwwplusnetmypayment log in and follow the on-screen instructions
If you have Direct Debit and card details stored on your account wersquod always take payment from the Direct Debit if itrsquos active A Direct Debit can take up to a week to set up so bear this in mind if yoursquove only just added or updated one
Everyone will see Business Phone customers will also see
bull Your broadband packagebull Additional usage (if applicable)bull Additional services (if applicable)
bull Line rentalbull Your call planbull Call charges (if applicable)bull Call features (if applicable)
If you have any questions about your bill
Please see our billing guide at wwwplusnetbillhelp or contact our Support Team (see page 10)
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
6Using Plusnet email
How to get a Plusnet email address
If you didnrsquot choose a Plusnet email address when you signed up
bull Go to wwwplusnetemail and log inbull Click Manage My Mailbull Follow the on-screen instructions
Itrsquoll take a few hours and once itrsquos ready wersquoll send an email to your current contact address to confirm
bull What your new Plusnet address isbull The Email Username and Password for the new address bull Information about how to set up Plusnet email on your computer and other
devices
How to add more mailboxes
You can add as many email addresses as you need for your business Just follow these steps for each one
bull Log in to wwwplusnetemail bull Select Manage My Mailbull Click Create New Email Addressbull Follow the on-screen instructions
For each extra address yoursquoll be able to choose between making a separate mailbox with its own password or a forwarding address that redirects mail to another address of your choosing
Once yoursquove chosen a new email address itrsquoll be ready to use in about half an hour Wersquoll send an email to your contact address to confirm this
Check your email anywhere with Plusnet Webmail
Plusnet Webmail provides the convenience of securely sending and receiving email from anywhere with an Internet connection
To get started log in to wwwplusnetwebmail with the username and password for the email address you want to check
Set up your Plusnet email on a computer tablet or smart phone
Your Plusnet email addresses can be set up for use with most desktop email clients smart phones and tablet devices POP3 and IMAP access are available and you can use SMTP authentication if you need it
If you need any help setting up yoursquoll find the settings you need and step-by-step setup guides for the most popular programs and devices at wwwplusnetemailhelp
If you host a domain on your Plusnet account
Emails sent to your domain will automatically be sent to the corresponding Plusnet mailbox
eg nameyourdomain would be send to the nameyourplusnetemail mailbox
7
A reliable flexible phone service with competitive rates is important if yoursquore going to run a cost-effective and agile business
Thatrsquos why we have calling plans to suit every need with a choice between inclusive UK International and mobile calls plus a lsquopay as you gorsquo option too
How to get Plusnet Business Phone
All you need to do is go to wwwplusnetproductchange and choose a package
bull Business Phone is the standard package included with your line rental all calls are pay as you go
bull UK Anytime gives you inclusive calls to UK landlines at all timesbull UK Mobile and International gives you inclusive calls to UK landlines at all
times and 500 or 1000 minutes (depending on what you want to pay) to mobiles and countries in our top 20 International destinations
bull Some call features are included as standard You can add others for a small monthly fee find out more at wwwplusnetphonehelp
Switching your phone line is free and should take about a fortnight Wersquoll confirm this once wersquove placed your order Usually you can keep your number but wersquoll let you know if not Your phone service should carry on working with your current provider until the switch is completed
Managing your account online
Once your phone line is ready you can control your account at the Business Phone Control Panel To get started go to wwwplusnetmanagephone and log in
Plusnet Business Phone
Which calls are inclusive
bull UK landlines 01 02 03 0845 and 0870 numbers (but not indirect access or dial-up Internet numbers)
bull Top 20 International destinations landline numbers in the countries listed on our Business Phone tariff - wwwplusnetbusinesstariff
bull Mobiles all UK and US mobile numbersbull Calls to other Plusnet phone customers inclusive at all times on all plans
Inclusive calls have a maximum free length of 60 minutes You can avoid charges by hanging up and re-dialling Calls to our Business Support Team are free at all times on all call plans
How we charge for calls
Our call plans share the same rates for UK landlines mobiles and international destinations You can see our tariff in full at wwwplusnetbusinesstariff
bull Calls are charged for a minimum length of one minute and are rounded up to the next minute
bull The set up fee (if applicable) is addedbull The total is rounded up to the next penny
Some calls may have a fixed-cost element for part or all of the call (eg 5p for the first 5 minutes or 25p per call)
Want to know more about Plusnet Business Phone
For more on our call plans features and charges see wwwplusnetphonehelp
8Understanding your bill
Checking your bill
Log in to wwwplusnetmybill
Each line of the table shows a separate payment Click an invoice number to see a full breakdown of that payment (see your bill in detail below for more information)
If you have Business Phone (see page 7 for more on this) you can see fully itemised call charges by logging in to wwwplusnetphonebill and choosing a time period from the list
Your bill in detail
On each bill yoursquoll see some (or all) of the following items All services are charged in advance unless stated otherwise
Additional usage and call charges are charged in arrears
Your billing date
Wersquoll bill you at the same time each month This will start on the day that your first Plusnet service was activated
If yoursquove taken broadband and phone together itrsquos likely that the activation dates will be different Rather than bill you twice a month wersquoll make an adjustment to cover the difference between the two dates when both are ready
Yoursquoll see this as a one-off charge or a credit on your next bill (depending on how the dates work out) After that yoursquoll be billed for all your services on the same day each month
How to pay
bull For regular payments wersquod rather you paid monthly bills by Direct Debit You can pay by card for an additional charge of pound125 (ex-VAT) a month
bull For one-off payments we only accept credit and debit cards
With Direct Debit you wonrsquot have to worry about updating your details if you get a new bank card or confirming regular payments - everything happens automatically
Managing your payment details
Changing or updating your payment details is easy Go to wwwplusnetmypayment log in and follow the on-screen instructions
If you have Direct Debit and card details stored on your account wersquod always take payment from the Direct Debit if itrsquos active A Direct Debit can take up to a week to set up so bear this in mind if yoursquove only just added or updated one
Everyone will see Business Phone customers will also see
bull Your broadband packagebull Additional usage (if applicable)bull Additional services (if applicable)
bull Line rentalbull Your call planbull Call charges (if applicable)bull Call features (if applicable)
If you have any questions about your bill
Please see our billing guide at wwwplusnetbillhelp or contact our Support Team (see page 10)
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
7
A reliable flexible phone service with competitive rates is important if yoursquore going to run a cost-effective and agile business
Thatrsquos why we have calling plans to suit every need with a choice between inclusive UK International and mobile calls plus a lsquopay as you gorsquo option too
How to get Plusnet Business Phone
All you need to do is go to wwwplusnetproductchange and choose a package
bull Business Phone is the standard package included with your line rental all calls are pay as you go
bull UK Anytime gives you inclusive calls to UK landlines at all timesbull UK Mobile and International gives you inclusive calls to UK landlines at all
times and 500 or 1000 minutes (depending on what you want to pay) to mobiles and countries in our top 20 International destinations
bull Some call features are included as standard You can add others for a small monthly fee find out more at wwwplusnetphonehelp
Switching your phone line is free and should take about a fortnight Wersquoll confirm this once wersquove placed your order Usually you can keep your number but wersquoll let you know if not Your phone service should carry on working with your current provider until the switch is completed
Managing your account online
Once your phone line is ready you can control your account at the Business Phone Control Panel To get started go to wwwplusnetmanagephone and log in
Plusnet Business Phone
Which calls are inclusive
bull UK landlines 01 02 03 0845 and 0870 numbers (but not indirect access or dial-up Internet numbers)
bull Top 20 International destinations landline numbers in the countries listed on our Business Phone tariff - wwwplusnetbusinesstariff
bull Mobiles all UK and US mobile numbersbull Calls to other Plusnet phone customers inclusive at all times on all plans
Inclusive calls have a maximum free length of 60 minutes You can avoid charges by hanging up and re-dialling Calls to our Business Support Team are free at all times on all call plans
How we charge for calls
Our call plans share the same rates for UK landlines mobiles and international destinations You can see our tariff in full at wwwplusnetbusinesstariff
bull Calls are charged for a minimum length of one minute and are rounded up to the next minute
bull The set up fee (if applicable) is addedbull The total is rounded up to the next penny
Some calls may have a fixed-cost element for part or all of the call (eg 5p for the first 5 minutes or 25p per call)
Want to know more about Plusnet Business Phone
For more on our call plans features and charges see wwwplusnetphonehelp
8Understanding your bill
Checking your bill
Log in to wwwplusnetmybill
Each line of the table shows a separate payment Click an invoice number to see a full breakdown of that payment (see your bill in detail below for more information)
If you have Business Phone (see page 7 for more on this) you can see fully itemised call charges by logging in to wwwplusnetphonebill and choosing a time period from the list
Your bill in detail
On each bill yoursquoll see some (or all) of the following items All services are charged in advance unless stated otherwise
Additional usage and call charges are charged in arrears
Your billing date
Wersquoll bill you at the same time each month This will start on the day that your first Plusnet service was activated
If yoursquove taken broadband and phone together itrsquos likely that the activation dates will be different Rather than bill you twice a month wersquoll make an adjustment to cover the difference between the two dates when both are ready
Yoursquoll see this as a one-off charge or a credit on your next bill (depending on how the dates work out) After that yoursquoll be billed for all your services on the same day each month
How to pay
bull For regular payments wersquod rather you paid monthly bills by Direct Debit You can pay by card for an additional charge of pound125 (ex-VAT) a month
bull For one-off payments we only accept credit and debit cards
With Direct Debit you wonrsquot have to worry about updating your details if you get a new bank card or confirming regular payments - everything happens automatically
Managing your payment details
Changing or updating your payment details is easy Go to wwwplusnetmypayment log in and follow the on-screen instructions
If you have Direct Debit and card details stored on your account wersquod always take payment from the Direct Debit if itrsquos active A Direct Debit can take up to a week to set up so bear this in mind if yoursquove only just added or updated one
Everyone will see Business Phone customers will also see
bull Your broadband packagebull Additional usage (if applicable)bull Additional services (if applicable)
bull Line rentalbull Your call planbull Call charges (if applicable)bull Call features (if applicable)
If you have any questions about your bill
Please see our billing guide at wwwplusnetbillhelp or contact our Support Team (see page 10)
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
8Understanding your bill
Checking your bill
Log in to wwwplusnetmybill
Each line of the table shows a separate payment Click an invoice number to see a full breakdown of that payment (see your bill in detail below for more information)
If you have Business Phone (see page 7 for more on this) you can see fully itemised call charges by logging in to wwwplusnetphonebill and choosing a time period from the list
Your bill in detail
On each bill yoursquoll see some (or all) of the following items All services are charged in advance unless stated otherwise
Additional usage and call charges are charged in arrears
Your billing date
Wersquoll bill you at the same time each month This will start on the day that your first Plusnet service was activated
If yoursquove taken broadband and phone together itrsquos likely that the activation dates will be different Rather than bill you twice a month wersquoll make an adjustment to cover the difference between the two dates when both are ready
Yoursquoll see this as a one-off charge or a credit on your next bill (depending on how the dates work out) After that yoursquoll be billed for all your services on the same day each month
How to pay
bull For regular payments wersquod rather you paid monthly bills by Direct Debit You can pay by card for an additional charge of pound125 (ex-VAT) a month
bull For one-off payments we only accept credit and debit cards
With Direct Debit you wonrsquot have to worry about updating your details if you get a new bank card or confirming regular payments - everything happens automatically
Managing your payment details
Changing or updating your payment details is easy Go to wwwplusnetmypayment log in and follow the on-screen instructions
If you have Direct Debit and card details stored on your account wersquod always take payment from the Direct Debit if itrsquos active A Direct Debit can take up to a week to set up so bear this in mind if yoursquove only just added or updated one
Everyone will see Business Phone customers will also see
bull Your broadband packagebull Additional usage (if applicable)bull Additional services (if applicable)
bull Line rentalbull Your call planbull Call charges (if applicable)bull Call features (if applicable)
If you have any questions about your bill
Please see our billing guide at wwwplusnetbillhelp or contact our Support Team (see page 10)
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
9
If you can get online you should be able to find what you need in our Help amp Support section
Yoursquoll find it at wwwplusnethelp or simply click the Help amp Support link shown at the top of every page on our website
Where to find help online
Customer Support Stats
Our support stats show when the best time is to contact our Support Team
You can see our call volumes over the last 24 hours how many people are waiting right now how long theyrsquove been waiting and how quickly wersquore responding to messages sent through the Help Assistant
Support Pages
This is our online library of guides and FAQs Yoursquoll find information on all aspects of your Plusnet service Browse through the different topics or search to find what yoursquore after
The Help Assistant
Want to ask us a question The Help Assistant might save you a phone call
If we have the answer on our website itrsquoll show you where to look or you can send a message directly to our Support Team
Service Status
If a service issue affects a large number of customers wersquoll announce details about it here and post regular updates until itrsquos fixed
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
10
What to do if you have a broadband fault
Your router setup guide contains troubleshooting tips which will help you fix the most common connection problems You should also check that your phone line has a clear dial tone without any interference or background noise
You can call us at any time to report and log problems If you can get online the Broadband Troubleshooter will help you report service faults quickly and easily
bull Log in to httpfaultsplusnetbull Yoursquoll be asked questions about the problem and guided through step-by-
step checks of your wiring sockets and computer equipmentbull The Broadband Troubleshooter will then test your line and check for problems
in your local areabull If the problem isnrsquot fixed it will be passed to our Business Support Team for
further investigation
Enhanced Care for broadband faults
If your business would be seriously impacted by a broadband fault you should consider our Enhanced Care Add-On This allows any broadband faults you report to be prioritised by our support team then fixed and closed within 24 hours (Monday- Friday 8am-8pm)
Where possible our supplier will keep contact and appointmens within standard working hours However yoursquod need to be available for contact and to allow access to your business property at all times when a fault case is open
To find out more information or if you have any questions about Enhanced Care please see wwwplusnetcarehelp
If yoursquod like to add Enhanced care to your account you can do so at the Member Centre - wwwplusnetmyaccount
Our Business Support Team is the voice of Plusnet Business Wersquove hand picked and trained our most skilled staff to deliver exceptional levels of phone and online support Theyrsquore on the same floor all under one roof in the UK
Whether you call us or get in touch online a specialist is ready to help you 247 365 days a year Yoursquoll get no scripts no hurried conversations just real people who are passionate about broadband and about giving you the very best customer support
How to contact us online
You can use the Help Assistant to contact us online
To get started log in to httphelpplusnet and select the subject that you want to ask us about
As you type your query the Help Assistant will search the Plusnet website for related guides and articles If that doesnrsquot help you can pass your questions to our Support Team
Prefer to call
If yoursquod prefer to speak to someone directly our Business Support Team are available 247 on
bull 0800 023 2221 - free from landlinesbull 0300 123 4433 - free from mobiles with landline minutes
To speed things up have your Account Username and Password handy when you call See Logging in to your online account on page 3 if yoursquore not sure what they are
If you prefer you can ask to speak to someone yoursquove spoken to before As long as theyrsquore in the office and free wersquoll put you through to them
Business support - how to get in touch
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
11
Refer others to Plusnet home or business broadband and wersquoll reward you by discounting your bill for each month they stay with us Wersquore giving discounts of over pound60000 each month so why not start to get your share now
Therersquos no limit to the number of referrals you can make and yoursquoll get a bigger discount if they take a phone package Make enough referrals and you could even make a profit
Find out how much you can earn and check how much yoursquore currently saving each month at httpreferralsplusnet
How to make a referral
All you need to do is give them your Account Username When they sign up wersquoll ask who recommended us - make sure they quote your username and yoursquoll start to get your discount after their first bill
Other ways to refer
Yoursquoll find more ways to refer at httpreferralsplusnet
bull Create Plusnet links on your Facebook Twitter Google+ or LinkedIn feedsbull Send emails with Plusnet linksbull Link to Plusnet from your own website with a referrals banner
Anyone who signs up after clicking one of your links will count as your referral and start earning you money after their first bill
Referrals
Wersquore not just a company wersquore a community Have a look around our community site to see what we mean httpcommunityplusnet
As well as the latest news about Plusnet and broadband in general the forums are always handy if you need help Yoursquoll find our staff and customers chatting about loads of subjects and therersquos a good chance that other customers have asked the same questions as you
Social networking
Wersquore big fans of social networking and you can find us on the following sites
bull Twitter - wwwtwittercomPlusnetBusinessbull Facebook - wwwfacebookcomplusnetbull YouTube - wwwyoutubecomplusnettv
Our community
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password
12
Your Plusnet routerrsquos wireless details
Your Plusnet wireless router is secure No one can connect to it over wireless without knowing the Wireless Name (SSID) and Wireless Key (or password)
bull The Wireless Name starts with PlusnetWirelessbull The Wireless Key will be no more than 10 characters
Not sure what these are Yoursquoll find them printed on the bottom of your router and the set-up card so yoursquoll always have them close to hand
If you need more help with wireless please see wwwplusnetwifihelp
How to access the settings on your Plusnet router
If you need to access your routers advanced settings
Want to find out more about your router Go to wwwplusnetrouterhelp
Router connection settings
Connecting with your own router
The names used for the settings below can vary so wersquove included the most commonly used alternatives
Your Broadband Username and Password
Your Broadband Username looks like this usernameplusdslnet
bull Replace username with your Account Usernamebull Force9 customers replace plusdslnet with force9coukbull Freeonline customers replace plusdslnet with freeonlinenet
Your Broadband Password is the same as the one you use to log in to our website
Router settings for standard broadband
Router settings for fibre optic broadband
Wireless Network
Name (SSID) PlusnetWirelessVVVVV
Key 1234ABCDEF
Wireless NetworkName (SSID) PlusnetWirelessVVVVVVKey 1234ABCDEF
Router AccessAddress http1921681254User adminPassword CP1206VF0Y1
Your router setup details
Please note all details are case sensitive
Setting Should beConnection type Encapsulation PPPoA PPP over ATM
Virtual Path Identifier (VPI) 0
Virtual Channel Identifier (VCI) 38
Multiplexing Method VC Based VC MUX VC-Multiplexing
Setting Should beConnection type Encapsulation PPPoE Always on
bull Open your web browser and go to 1921681254
bull Yoursquoll be asked to log in Enter admin for the username and your routerrsquos serial number (printed on the bottom and the included set-up card) for the password