6

Using your Plusnet email

How to get a Plusnet email address

If you didn’t choose a Plusnet email address when you signed up:

•

Go to

www.plus.net/email

and log in

•

Click

Manage My Mail

•

Follow the on-screen instructions

It’ll take a few hours and once it’s ready we’ll send an email to your current contact

address to confirm:

•

Your new Plusnet address

•

The

Email Username and Password

for the new address

•

Information about how to set up your Plusnet Email address on your

computer and other devices

Need more email addresses?

Once you’ve registered your address, you can add as many email addresses as you

need. Just follow these steps:

•

Log in to

www.plus.net/email

•

Select

Manage My Mail

•

Click

Create New Email Address

•

Follow the on-screen instructions.

You’ll need to choose whether your new address is a separate mailbox with a

password or a forwarding address that redirects mail to another address of your

choosing.

Adding a new email address takes about half and hour. We’ll send an email to your

contact address to let you know when it’s ready.

Check your email anywhere with Plusnet Webmail

Plusnet Webmail gives you the convenience of sending and receiving email wherever

you are. All you need is an Internet connection.

To get started, log in to

www.plus.net/webmail

with the username and password for

the email address you want to check.

Set up your email on your computer, tablet or smart phone

You can set up your favourite email program (e.g. Outlook, MacMail, Mozilla

Thunderbird or Windows Live Mail), smartphone or tablet (iOS, Android, Blackberry

etc) to check your Plusnet email.

You’ll find settings and step-by-step setup guides for the most popular programs at:

www.plus.net/emailhelp

Set up your email with Plusnet Assist

Having problems setting up Outlook or Windows Live Mail? Download Plusnet

Assist and it’ll help set up your software for you. Find out more on

page 11

.

7

We don’t just offer award-winning broadband, we also offer home phone packages.

Switching to Plusnet Home Phone is quick and easy and you’ll get the convenience of

having your broadband and phone on the same bill at a price that’s hard to beat.

How to get Plusnet Home Phone

If you’ve not yet joined Plusnet, you’ll be able to choose a phone package when you

sign up.

If you’re already with us, go to

www.plus.net/productchange

and select the phone

package you want (you’ll be asked if you want to change your broadband package

first, just choose ‘Keep this product’ if you don’t want to).

•

Weekends

is included in the line rental price. You’ll get inclusive calls at

anytime on Saturdays and Sundays

•

Anytime

gives you inclusive calls at all times

•

Anytime International 300

gives you inclusive calls at all times and 300

minutes to selected international destinations

Some call features are included as standard. You can add others for a small monthly

fee, find out more at

www.plus.net/phonehelp

Switching home phone to Plusnet usually takes about a fortnight. Your phone service

should carry on working with your current provider until the day of the switch. You

should be able to keep your number, but we’ll let you know if not.

Managing your account online

Once your phone line is ready, you can control your account at the Home Phone

Control Panel.

To get started go to

www.plus.net/managephone

and log in.

Plusnet Home Phone

Which calls are inclusive?

•

Calls to UK landlines (01, 02 and 03 numbers), 0845 and 0870 (not indirect

access or dial-up Internet) are inclusive for the first 60 minutes at the times

outlined in your call plan

•

Calls to other Plusnet Home Phone customers and our Support Team are

inclusive at all times on all call plans

•

Unless stated in your call plan, mobile, premium rate, international, 0844,

0871, operator and directory enquiries numbers are

not inclusive

Included calls have a maximum free length of 60 minutes. You can avoid charges by

hanging up and re-dialling before the hour’s up.

How we charge for calls

Our call plans share the same tariff for UK landlines, mobiles and international

destinations. You can see our tariff at:

www.plus.net/phonetariff

•

Calls are charged for a minimum length of one minute and are rounded up to

the next minute

•

The set up fee (if applicable) is added

•

The total is rounded up to the nearest penny

Some calls may have a fixed-cost element for part or all of the call (e.g. 5p for the

first 5 minutes or 25p per call).

Want to know more about Plusnet Home Phone?

For more on our call plans, features and charges, see

www.plus.net/phonehelp

8

Understanding your bill

Your billing date

We’ll bill you at the same time each month. This will start on the day that your first

Plusnet service was activated.

If you’ve taken broadband and phone together, it’s likely that the activation dates will

be different. Rather than bill you twice a month, we’ll make an adjustment to cover

the difference between the two dates when both are ready,

You’ll see this as a one-off charge or a credit on your next bill (depending on how the

dates work out). After that you’ll be billed for all your services on the same day each

month.

Checking your bill

Log in to

www.plus.net/mybill

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 Plusnet Home Phone (see

page 7

for more on this) you can see fully

itemised call charges by logging in to

www.plus.net/phonebill

and choosing a time

period from the list.

Your bill in detail

On each bill you’ll 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.

How to pay

•

For regular payments:

we’d rather you paid monthly bills by Direct Debit. You

can pay by card for an additional charge of £1.50 a month

•

For one-off payments

, we only accept credit and debit cards

With Direct Debit you won’t 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

www.plus.net/mypayment

log in and follow the on-screen instructions.

If you have Direct Debit and card details stored on your account, we’d always take

payment from the Direct Debit if it’s active. A Direct Debit can take up to a week to

set up so bear this in mind if you’ve only just added or updated one.

Everyone will see:

Home Phone customers will also see:

•

Your broadband package

•

Additional usage (if applicable)*

•

Add-Ons (if applicable)

•

Line rental

•

Your call plan

•

Call charges (if applicable)*

•

Call features (if applicable)

If you have any questions about your bill

Please see our billing guide at

www.plus.net/billhelp

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 & Support

section.

To get there, go to

www.plus.net/help

, or simply click the

Help & Support

link shown at the top of every page on our website.

Where to find help

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 they’ve been waiting and how

quickly we’re responding to messages sent

through the Help Assistant.

Support Pages

This is our online library of guides and FAQs.

You’ll find information on all aspects of your

Plusnet service. Browse through the different

topics, or search to find what you’re 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 it’ll

show you where to look, or you can send a

message directly to our Support Team.

Service Status

If a problem affects a large number of our

customers, we’ll announce details about it here

and post regular updates until it’s fixed.

Having connection problems? Call our

Broadband Service Status

line: 0800 917 6714

10

If your broadband isn’t working

The guide that comes with your router contains troubleshooting tips which will help

you fix the most common problems. If you can’t find it:

•

Switch your equipment off and on again

•

Make sure all cables and connections are fitted securely

You should also check that your phone line has a clear dial tone without any

interference or background noise.

•

If it doesn’t, give us a call (or call your telephone provider if it’s not us) and

try your broadband again when it’s fixed

•

If you can hear a clear dial tone, report the problem to our Support Team

How to report problems

If you can get online, the

Broadband Troubleshooter

will help you report problems to

our Faults Team quickly and easily.

You can use it from any Internet connection (e.g. your smart phone, a friend’s

broadband connection or at work).

•

Log in to

•

You’ll be asked questions about the problem and guided through step-by-

step checks of your wiring, sockets and computer equipment

•

The Broadband Troubleshooter will then test your line and check for problems

in your local area

•

If the problem isn’t fixed, it will be passed to our Support Team for further

investigation

If you can’t get online, call our Support Team (see the numbers on the right).

Contacting us online

Want online help? You can use the Help Assistant to contact us.

To get started, log in to

http://help.plus.net

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 doesn’t help you can pass your questions to our Support

Team.

Prefer to call?

If you want to call, our friendly UK-based Support Team are always available on:

•

0800 432 0200 - free from landlines

•

0345 140 0200 - 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 you’re not sure what they are.

0800 numbers are free to call from landlines, but may be chargeable from

mobiles. Rates will vary depending on your network and call plan.

0345 numbers are charged at the same rate as landline numbers, including

calls from mobile phone networks.

Calls may be recorded for training purposes.

How to get in touch