Changing your PlusNet broadband product

1. How do I change my product?
2. How long does it take to change my product?
3. Can I change between residential and business broadband products?
4. Does changing my product affect my contract length?
5. Can I change my product if I have an annual contract?
6. Can I add a Home Phone Service to my account?
7. I want to move my broadband to different premises, how do I do this?
8. I want to cancel my PlusNet product or move to another broadband provider, how do I do this?
9. How much does it cost to change between broadband products?

1. How do I change my product?

Select your new product from our Upgrade page and follow the on screen instructions. If the product you want isn't available, use the Help Assistant to raise a support ticket detailing your request.
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2. How long does it take to change my product?

If you're upgrading your broadband account (to a higher subscription rate) then the change will happen immediately. A change to a lower priced product will be scheduled for the end of your billing month. An upgrade from dial-up to broadband will take at least 5 working days to process.
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3. Can I change between residential and business broadband products?

Please request this via Help Assistant. If you're moving from business to residential, we need confirmation that you are no longer using your account for business purposes. To move from residential to business products you must provide us with your company name or another legitimate reason as to why you require the use of a business line.
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4. Does changing my product affect my contract length?

Only moves from residential to business products affect contract length. Annual contracts are applied to all new business products.

If you sign up for a special offer then your contract may be extended as part of this. Please refer to the special offer terms and conditions for more information.
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5. Can I change my product if I have an annual contract?

Yes, the length of your contract would be unaffected, unless you sign up for a special offer as detailed in question 4.
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6. Can I add a Home Phone Service to my account?

Only if you subscribe to one of our residential broadband products. We can transfer a line from any provider that uses the BT Openreach network. We cannot provide service to Cable or Kingston Communication lines.

If you'd like to sign up check our product information pages for information on our current offers.
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7. I want to move my broadband to different premises, how do I do this?

Use our Move my Broadband tool to request this. See our House Move Guide for more detailed information.
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8. I want to cancel my PlusNet product or move to another broadband provider, how do I do this?

Cancellations and migrations must be requested in writing and are subject to 30 days notice. Full details are available on our Account Administration FAQ.
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9. How much does it cost to change between broadband products?

Any fees will be calculated when you choose to Upgrade your account. The basic rules for one-off fees are:

A valid Credit or Debit card is needed to cover any one-off costs. You can Update Payment Details via the Member Centre.
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This page last updated 5th June 2008

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