Contract Summary Unlimited Fibre Extra

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

Package Name Unlimited Fibre Extra

Add-Ons Plusnet SafeGuard, Plusnet protect

Line Rental Line Rental

Call Plan Line Only

If your package includes a reward card we'll send you information on how to claim this separately.

2. Speed of the internet access service and remedies in case of problems

We predict your service will provide the following speeds:

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.

Our Code of Practice, see https://www.plus.net/help/legal/plusnet-code-of-practice/ and our Customer Complaints

Code, see https://www.plus.net/help/legal/complaints-code-of-practice/ tell you how to get in touch to sort out a
problem and how we'll deal with any complaint or dispute. You may be able to take 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/.

3. Price

Monthly costs

Unlimited Fibre Extra £0.00 a month, then £27.86 a month from month 25
Broadband Package
and thereafter.

Add-Ons Plusnet SafeGuard £0.00 a month, Plusnet protect £0.00 a month

Line Rental £24.99 a month, then £26.53 a month from month 25 and
Line Rental
thereafter.

Call Plan Line Only £0.00 a month

 Total Monthly Costs £24.99

* If you're due a discount, you'll see this on your bill

One-off charges

Total One-Off Charges £0.00

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/.

4. Duration, renewal and termination

Duration:

Product Contract Length

Broadband Package Name:

24 month Minimum Term
Unlimited Fibre Extra

Add-Ons 30 day Minimum Term

Line Rental 24 month Minimum Term

Call Plan 30 day Minimum Term

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/.

5. Features for customers with disabilities

You can find out more about the products and help and advice available on our website, see https://www.plus.net/help/legal
/support-for-customers-with-disabilities/.

6. Other relevant information

For information on the right to cancel see section 10 of the Pre-Contract Information document.
 Pre-contract Information Unlimited Fibre Extra
This document is to help you make a comparison between service offers
so you can make the right choice for you

1. Identity and contact details of Regulated Provider

Regulated Provider Plusnet plc

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

Package Name Unlimited Fibre Extra

Add-Ons Plusnet SafeGuard, Plusnet protect

Line Rental Line Rental

Call Plan Line Only

If your package includes a reward card we'll send you information on how to claim this separately.

Equipment

Plusnet Broadband Equipment Hub Two router

Call Plan and other details about Plusnet Home Phone

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.

Line Rental For more information please see https://www.plus.net/help/phone/

3. Service Characteristics

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.

We'll also give you a Minimum Guaranteed Speed. If your speed

consistently falls below this value you should contact us. We'll try to
fix the issue and aim to get your speed above the minimum we gave
Minimum Guaranteed Speed
you, and if possible, within your original speed estimate range.

If we can't get this resolved within a minimum period of 30 days you

should contact us. You'll be given the opportunity to leave your
contract without an early termination charge.

For more information please see https://www.plus.net/help/legal

/ofcom-voluntary-speed-code-of-practice/

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.

Add-Ons Plusnet SafeGuard £0.00 a month, Plusnet protect £0.00 a month

Line Rental £24.99 a month, then £26.53 a month from month 25 and
Line Rental
thereafter.

Call Plan Line Only £0.00 a month

Total Monthly Costs £24.99

* If you're due a discount, you'll see this on your bill

One-off charges

Total One-Off Charges £0.00

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.

You can pay by Direct Debit, credit card or debit card.

Payment Methods More information about making payment for the service is available here
https://www.plus.net/help/legal/failed-payments/

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/

Broadband Provisioning date

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

Switching your broadband to Plusnet

Move your broadband in 3 simple steps:

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.

Switching your Home Phone to Plusnet

• 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.

7. Duration, renewal and termination of contract

Duration:

Product Contract Length

Broadband Package Name:

24 month Minimum Term
Unlimited Fibre Extra

Add-Ons 30 day Minimum Term

Line Rental 24 month Minimum Term

Call Plan 30 day Minimum Term

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/

9. Remedies, complaints handling and dispute resolution

If you have issues with your service, please contact us to resolve. Where you have speed issues, 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/. Please also note that we will
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.

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/.

10. Right to cancel

You have a 14-day cooling off period in case you change your mind and want to cancel your service. If you cancel during this
cooling off period, you'll have to pay for the services you have used, any applicable installation, connection or activation
charges (including the full cost of any charges that were discounted or advertised as free as a condition of taking services on
the terms that you agreed) and return any equipment provided. You must return equipment within 14 days of telling us you
want to cancel at your own cost and, if you don't, you'll have to pay the full price of the equipment. If you return the equipment
to us later, we'll waive or return what you have been charged for the equipment.

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.

12. Data protection

We need to collect and use personal information so we can set you up and provide you with our products or services. This
includes when you register, buy or use one of our products or services, if you express an interest in our products and
services, and if you download and register on one of our apps. If you don't provide us with the correct information, we may be
unable to provide you with the product or service.

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.

Plusnet Home Phone

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/

13. Customers with disabilities

We offer a range of services to help customers with disabilities and vulnerabilities stay connected, manage their account and
communicate with us as easily as possible. See https://www.plus.net/help/legal/support-for-customers-with-disabilities/

14. Accessibility
Please refer to the terms and conditions https://www.plus.net/help/legal/ for the services that you've taken out.