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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
.
Page 7 / 13
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
Page 8 / 13
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
).
Page 9 / 13
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
Page 10 / 13
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
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

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