Plusnet Business Broadband: Frequently asked questions

Friday 20 January, 2012

By Duncan Heaney - duncan@consumerchoices.co.uk

We answer some frequently asked questions about switching to Plusnet Broadband for businesses.

Plusnet specialises in affordable broadband, phone and voice over IP (VoIP) services for both business and residential customers.

The company started in 1997, offering dial-up internet at speeds of just 56Kb. Since then, it’s grown to provide broadband speeds of up to 20Mb. Plusnet was acquired by BT in 2006, but it still operates as its own entity.

With its wide network and low prices, Plusnet is an attractive option for many businesses. For lots of people, however, the switching process can seem daunting at first - all the options and jargon can be confusing.

With that in mind, here are some questions that we’re regularly asked.

Q: Can any business join Plusnet?

So long as your business has an active BT phone line, it can switch to Plusnet broadband. However, the costs will vary depending on what telephone exchange area you’re in.

Essentially, the more competition there is in an area, the cheaper prices will be. The telephone exchanges are split into three categories, labelled Market 1, Market 2 and Market 3.

In Market 1 areas, BT is the sole broadband provider. This is the most expensive category.

In Market 2, there are two or three different broadband providers (including BT). Alternatively, there might be four or more forecasted providers, but fewer than 10,000 properties served.

Market 3 areas contain four or more broadband providers. Alternatively, they have four or more forecasted providers, serving over 10,000 premises. Market 3 is classed as a low-cost area, which means Plusnet offers cheaper packages.

Q. What broadband packages are available?

Plusnet offers three broadband options, designed for different types of business user:

• Business Broadband Option 1 is designed for the small office or home office. Speeds of up to 20Mb are available (depending on the area) and users have a 10GB monthly usage allowance and 240 VoIP minutes to 01,02 and 03 numbers. VoIP is an emerging technology that lets users make calls over the internet instead of a phone line.


• Business Broadband Option 2 is for small businesses with up to 10 members of staff. Depending on the area broadband speeds can go as high as 20Mb as standard. Subscribers get a healthy 50GB monthly usage allowance (unlimited between midnight and 8am) and 360 VoIP minutes to 01, 02 and 03 numbers.


• If you have more than 10 employees that need to use the internet, Business Broadband Option 3 is the one to go for. As with the others, standard download speeds are up to 20Mb where available. Option 3 includes BT’s IPStream Max, which enables faster upload speeds. The Option 3 plan also offers 480 VoIP minutes to 01, 02 and 03 numbers.

Q: If I sign up to Plusnet, how long am I locked into a contract?

Plusnet offers two types of contract - 12 and 24 months. Switching from Plusnet to another provider before the end of the contract is likely to result in additional costs.

Q: What do I need to switch to Plusnet?

To connect to Plusnet broadband you will need:

• An active BT telephone line
• A modem or router
• A USB cable, Ethernet cable or wireless adapter
• A telephone socket that’s within 3 metres of your broadband modem and computer
• A microfilter. This plugs into your telephone socket and splits voice signals and broadband signals into two separate channels so they can’t interfere with each other.

This is all standard equipment, so if you’re switching to Plusnet, it’s probable that you’ve already got most or all of it. In any case, Plusnet will provide everything you need.

If you’re switching from another provider, it’s also important to know your MAC code.

Q: What is a MAC code, and why will I need it?

MAC stands for migration authorisation code. MAC codes (sometimes called MAC keys) are numbers that identify your specific connection within the local exchange. They make it easier for a broadband provider to move you over to their service.

A typical MAC code starts with “BBIP”, “FTIP”, “BBDS” or “BBDP”, followed by seven numbers (sometimes up to nine), a forward slash, two letters, two numbers and a final letter. So something that looks like this:

BBIP8143542/DU12C

A MAC code means that, rather than having no internet for three or four weeks while you wait for a new connection to be established, the switchover will be seamless, with little or no downtime and no need for an engineer visit. When you switch to Plusnet, you will be asked to supply the code during the sign-up process.

When they were first introduced, MAC codes were a voluntary system, but in February 2007, the UK’s telecoms regulator Ofcom made them compulsory. If you’re switching your broadband provider, you should be able to get a MAC code.

Be aware though, that if you are switching from a cable provider (such as Virgin Media) to Plusnet, the MAC code will not be sufficient to switch.

Q: How do I get my MAC code?

When you’re switching over to Plusnet (or any provider for that matter), you need to ask your old provider for your MAC code. The quickest way to get it is to simply give them a ring. Often, they’ll be able to give it to you over the phone, but sometimes they might need a few days.

Our sister site Broadbandchoices.co.uk has the phone number for most major providers for both business and residential users.

Q: Will an engineer have to visit?

No. You can set up Plusnet broadband yourself once you have all the necessary equipment.

Q: What happens after I place my order?

Once you’ve signed up, Plusnet will test your phone line to see if it can support broadband. If it can, all is well and the line will be activated. Plusnet will send an email to your default address. This will contain your log in details and some useful tips on how to get going online.

Q: What happens if I change premises?

You can carry your Plusnet account over when you move to different premises. Plusnet won’t charge you anything either. However, if you change premises multiple times in the same year, only the cost of the first move will be covered by Plusnet, and subsequent moves will result in additional charges.