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Contract Summary Unlimited Fibre Extra: 1. Services
Contract Summary Unlimited Fibre Extra: 1. Services
This contract summary contains the main elements of this service offer as required by EU Law.
Complete information about the service is provided in other documents.
1. Services
Package Summary
If your package includes a reward card we'll send you information on how to claim this separately.
Broadband Speeds
If you're regularly getting download speeds lower than estimated, let us know and we'll try to improve them. In certain
circumstances you'll be able to cancel your service early without paying a fee should speeds consistently fall short of
the Minimum Guaranteed Speed. You also have other legal options, see https://www.citizensadvice.org.uk/. Just so
you know, we'll comply with all relevant Ofcom General Conditions and Voluntary Codes of Practice where we have
agreed to that particular code. See our terms and conditions https://www.plus.net/help/legal/ and https://www.plus.net
/help/legal/ofcom-voluntary-speed-code-of-practice/ for more information.
3. Price
Monthly costs
Unlimited Fibre Extra £0.00 a month, then £27.86 a month from month 25
Broadband Package
and thereafter.
Line Rental £24.99 a month, then £26.53 a month from month 25 and
Line Rental
thereafter.
One-off charges
The monthly price for broadband, line rental, call plans, call charges and any BT Sport service (where that BT Sport service
was signed up to on or after 9th December 2020) will be increased on or after 1st March each year by the Consumer Price
Index (CPI) rate of inflation published in January of that year plus 3.9% (rounded up to the nearest whole pence). See our
terms and conditions https://www.plus.net/help/legal/ and https://www.plus.net/help/legal/cpi-plus-guide/ for more details.
We'll also increase the cost of international calls (from your landline in the UK to other countries) when our third party partners
put the cost up for us. See our terms and conditions https://www.plus.net/help/legal/.
We may also increase any charges at any time. If we do, you may be able to end the service early without paying early
termination charges. See our terms and conditions https://www.plus.net/help/legal/.
Duration:
For most services, the minimum term starts when the service starts which is outlined in the terms and conditions.
Renewal:
Each service will last for a minimum amount of time (the minimum term), which is set out above. Once that ends, each service
will continue until cancelled in accordance with the terms and conditions, see https://www.plus.net/help/legal/.
If you have other contracts with us their minimum terms may not start or end at the same time as the minimum term for this
contract.
Termination:
You can end each service using one of the ways set out in our terms and conditions. You'll need to contact us and give us 14
days' notice, or if someone else requests that we end the service (for example, a provider you're transferring to), we'll accept
that notice but will email you, asking you to confirm that this is what you want. If we don't hear from you within 10 working
days, we'll stop providing your service. Our website sets out details of how you may contact us to cancel.
You may have to pay us early termination charges if you end a service during the minimum term in accordance with our terms
and conditions.
You may not need to pay early termination charges to end a service during the minimum term if we've made a change to it.
In some situations, this contract may form a linked contract with other contracts you take from us. If that's the case, in some
situations where you're able to cancel a linked contract without having to pay early termination charges to leave early you
may also be able to cancel this contract.
For more details on the above see section 7 of the Pre-Contract Information document and our terms and conditions, see
https://www.plus.net/help/legal/.
Plusnet plc
The Balance
Registered address 2 Pinfold Street
Sheffield
S1 2GU.
For complaints about home phone and broadband, please call us on 0800 432 0200.
If you'd prefer to contact us by an online ticket please log in to My Account and we'll
For complaints
respond within 5 working days, https://www.plus.net/help/assistant.
If you want to write to us, we'll reply to your letter within 10 working days.
2. Description of services
Package Summary
If your package includes a reward card we'll send you information on how to claim this separately.
Equipment
It may take us a while to install or transfer your service, but we'll do this
as soon as reasonably possible (if you're new to Plusnet, usually within
Service start date
2 weeks) and we'll keep you updated on when we estimate this will
happen.
Broadband Speeds
When you choose your broadband service with us we'll give you a
speed estimate in the form of a range, in Megabits per second
(Mbps). Under normal circumstances the speed you get should fall
within this range.
Our broadband packages don't have any speed restrictions or restrict your usage or downloads. So, if you're on one of
our packages, you don't need to worry about us slowing you down even at peak times. We won't slow down peer-to-
peer file sharing either. More information is available here https://www.plus.net/help/broadband/about-traffic-
prioritisation/
Just so you know, the speed ranges we show are estimates. Your actual speed depends on your location, line, home
wiring, Wi-fi connection and time of day. It can vary throughout the day and can be slower during busy periods,
especially between 8 - 10pm. This is the equivalent of internet rush hour when lots of people are using the shared
parts across the network at the same time. So faster broadband speeds means faster downloads of content such as
music or films.
4. Price
Monthly costs
Unlimited Fibre Extra £0.00 a month, then £27.86 a month from month
Broadband Package
25 and thereafter.
Line Rental £24.99 a month, then £26.53 a month from month 25 and
Line Rental
thereafter.
One-off charges
The monthly price for broadband, line rental, call plans, call charges and any BT Sport service (where that BT Sport service
was signed up to on or after 9th December 2020) will be increased on or after 1st March each year by the Consumer Price
Index (CPI) rate of inflation published in January of that year plus 3.9% (rounded up to the nearest whole pence).
Example Calculation
If CPI were 10.5% (this was the CPI rate published in January 2023 that was used for our increase of March 2023), the total
price increase would be 14.4%. If your monthly price for broadband, line rental and any call plans was £25/month, it would
increase to £28.60 after that change. Call charges and the price of any BT Sport services would also increase by CPI +3.9%,
so in this example 14.4%. The CPI rate fluctuates over time so the applicable CPI rate and actual increase each year could
be higher or lower than in this example. See our terms and conditions https://www.plus.net/help/legal/ and https://www.plus.net
/help/legal/cpi-plus-guide/.
We'll also increase the cost of international calls (from your landline in the UK to other countries) when our third party partners
put the cost up for us. See our terms and conditions https://www.plus.net/help/legal/.
We may also increase any charges at any time. If we do, you may be able to end the service early without paying early
termination charges. See our terms and conditions https://www.plus.net/help/legal/.
5. Delivery of service
For information on the right to cancel see section 10 of the Pre-Contract Information document.
If you set up direct debit your payment is in advance by monthly direct debit. We'll take payment from your registered
bank account using the details you provided. Your recurring payment date will be confirmed in your order confirmation.
Activation fee is paid up front by debit/credit card. For more information see https://www.plus.net/help/my-account
/paying-your-bill/
If you're new to Plusnet, we'll aim to get your broadband up and running within 2 weeks, although this can sometimes take
longer.
6. Switching to Plusnet
1. Choose one of our great value broadband packages. No need to contact your current provider – we'll do that for you
(unless you're with Virgin Media*)
2. We'll give you a switching date – normally within 2 weeks, unless you choose a later one. Your new Plusnet Hub will arrive
by post. It's specially designed to fit through most letter boxes.
3. We'll text you when your Plusnet Broadband is activated. Then you just connect your Plusnet Hub yourself.
*If you're a Virgin Media customer, contact both Plusnet and Virgin Media so you can coordinate the start of your service with
the end of your old one. This is the best way to prevent a break in your service, or paying for overlapping services.
• If you currently have your telephone services with another company (for example a cable operator), then we should be able
to switch your number over to Plusnet. We'll give you a switching date when you order. It's normally within 2 weeks, unless
you choose a later date. We'll let you know if this isn't possible when ordering.
• All you need to do is tell us what company you're using and the telephone number you want to bring over
• You won't be charged for this transfer. We'll work with your current cable provider to make sure that you don't have a break
in your service. And, if for any reason we can't transfer your number to Plusnet, we'll give you a new number for free.
• If you're moving home within your own telephone exchange area you may be able to take your current phone number with
you. There's no charge for this service.
Duration:
For most services, the minimum term starts when the service starts which is outlined in the terms and conditions.
Renewal:
Each service will last for a minimum amount of time (the minimum term), which is set out above. Once that ends, each service
will continue until cancelled in accordance with the terms and conditions https://www.plus.net/help/legal/.
If you have other contracts with us their minimum terms may not start or end at the same time as the minimum term for this
contract.
Termination:
When you want to end your service you generally have two options:
• to completely stop receiving the service from us or any other provider (we call this ceasing your service); or
• to just stop receiving the service from us and to move to another provider.
When speaking to us about ending your service please be clear on whether you're ceasing your service or moving to a new
provider. This will prevent any confusion and your service being ceased unnecessarily (with the cost of a new provider re-
activating the line and the hassle of the associated service downtime).
You can end each service by one of the ways set out in our terms and conditions. You'll need to contact us and give us 14
days' notice, or if someone else requests that we end the service (for example, a provider you're transferring to), we'll accept
that notice but will email you, asking you to confirm that this is what you want. If we don't hear from you within 10 working
days, we'll stop providing your service. Our website sets out details of how you may contact us to cancel. See our terms and
conditions https://www.plus.net/help/legal/ for more details.
You may have to pay us early termination charges if you end a service during the minimum term in accordance with our terms
and conditions. See our terms and conditions and Price Guide https://www.plus.net/help/legal/plusnet-price-guide-for-
residential-products/ for more information.
You may not need to pay early termination charges to end a service during the minimum term if we've made a change to it.
See our terms and conditions for more information.
In some situations, this contract may form a linked contract with other contracts you take from us. If that's the case, in some
situations where you're able to cancel a linked contract without having to pay early termination charges to leave early, you
may also be able to cancel this contract. See our terms and conditions for more information.
8. Security
If we suspect there's been, or is likely to be, a security incident, we may suspend your Plusnet username to protect your
account. We'll ask you to change your password before letting you log back in.
More information about staying safe online can be found at https://www.plus.net/help/broadband/stay-safe-online/
Our Code of Practice, see https://www.plus.net/help/legal/plusnet-code-of-practice/ and our Customer Complaint Code, see
https://www.plus.net/help/legal/complaints-code-of-practice/ tell you how to contact us to sort out a problem and how we'll
deal with any complaint or dispute. You may be able to refer the matter to an alternative dispute resolution service to get an
independent opinion. More details are given in our Code of Practice, Customer Complaints Code and our terms and
conditions, see https://www.plus.net/help/legal/.
As Plusnet Protect and any BT Sport services are digital content which is available immediately, once you start downloading
content you'll lose the 14 day cooling off period to change your mind for these.
Please see our terms and conditions https://www.plus.net/help/legal/ for more details.
11. Equipment
If you cancel during the 14-day cooling off period, you'll need to return any equipment provided. For more information on this
see section 10 of the Pre-Contract Information document above.
The type of personal information we may need includes your contact details and other information to confirm your identity and
communications with us, such as your name, gender, address, phone number, date of birth, email address and a security
question and answer. If you choose to buy something from us we'll need your payment and financial information too. We also
collect and use certain personal information when you use our services, such as your IP address and other online identifiers.
If you tell us you have a disability or otherwise need support, we'll note that you are a vulnerable customer, but only if you
give your permission or if we must for legal or regulatory reasons.
We must keep a directory of numbers for regulatory reasons. If you order a phone service we'll ask how you want to be listed
in our public directory such as the phone book. If you are happy to be listed in our public directory we'll publish your details
and share that information with other providers. Ex-directory numbers aren't included in our public directory and won't appear.
You can request to change your public directory at any time by contacting one of our advisors.
Further information can be found in our privacy policy which can be found on our website at https://www.plus.net/help/legal
/privacy-policy/
14. Accessibility
Please refer to the terms and conditions https://www.plus.net/help/legal/ for the services that you've taken out.