Account Administration FAQ

1. I want to get in touch with you, how do I do it?
2. I want to change my username, is this possible?
3. How can I update my account details, for example contact address and password?
4. What characters can I use in my username and password, also what length can they be?
5. I've forgotten my password and username, how can I find out what they are?
6. How can I pay for my account?
7. I'm moving house, what do I need to do?
8. How do I cancel my account?
9. How do I move (or migrate) to another broadband provider?

I want to get in touch with you, how should I do it?

I want to change my username, is this possible?

How can I update my account details, for example contact address and password?

What characters can I use in my username and password, also what length can they be?

Characters which can be used:

• Upper case and lower case letters (a-z and A-Z)
• Numbers (0-9)
• Special characters (!#$%&()*+,-./:;<=>?@[]^{|}~. )
  

Characters which can't be used:

• Single quote - ‘
• Double quote - “
• Backslash - \
• Pound sign - £
• Space
  

Passwords can begin and end with a number or a special character. The first 2 characters of your username must be letters, no hyphens or other characters. Your username must be between 5 and 16 characters and your password must be between 8 and 16 characters, ASCII 7-bit characters.

Read our Username and Password Security Guide for more information.
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I've forgotten my password and username, how can I find out what they are?

If you forget your username:
If you have Auto Login turned on you can enter the Member Centre (you would need to enter your username to do this otherwise). Once you've logged in click on:

My Account > Connection Settings > Connection Details

Find the 'Login name' row in the table (the 3rd row down). Your username is the name or word shown before the '@' symbol.
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How can I pay for my account?

a) Make all your payments by Direct Debit
b) Make one payment (for example an Activation fee) by Switch / Maestro, Visa Delta or a Credit Card, and the remaining payments by Direct Debit
c) Make all your payments by Credit Card

Please note that Broadband Basic is only available if Direct Debit is used for subscription payments.

Unfortunately we cannot accept Debit Cards (including Switch / Maestro and Visa Delta) for your continuing monthly payments, due to restrictions imposed by our Bank.

We accept the following Credit Cards
Mastercard
Visa
American Express

We do NOT accept:
Visa Electron cards
Solo cards
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I'm moving house, what do I need to do?

If you're a dial-up customer, you simply need to update your CLI (this stands for caller line identification and is basically the phone number you use to connect on). Update your CLI

How do I cancel my account?

Cancel (or cease) a broadband product
Move your broadband to another broadband provider
Cancel a product or service other than broadband

Alternatively you can send a signed, written letter from yourself, sent by recorded delivery. We will require your username and full postal address, as well as your reason for cancellation. This similarly applies if you wish to downgrade your subscription-based account to a free service.

This needs to be sent to.

PlusNet
Internet House,
2 Tenter Street,
Sheffield,
S1 4BY.

Please note that termination of the service will only become effective 30 days after the receipt of your cancellation request.
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How do I move (or migrate) to another broadband provider?

If you want to move because we haven't met your expectations or you feel you're not getting value for money, please let us know what the problem is and give us a chance to put it right. Explain your problem by raising a Question to the support team using the Help Assistant and we'll work hard to help you until you're satisfied with your service.

If you're moving house you can take your PlusNet broadband with you - there's no need to change your service provider. Use our Move My Broadband tool.

If you do want to move you'll need a code known as a MAC Key (also known as a MAC Code or MAC Number). Read our Request A MAC Key FAQ which explains how you can get one.

If you are provisioned on our LLU service you will need to move to a service provider that accepts LLU MAC Keys or you could cancel your PlusNet broadband. Find out more about moving from an LLU service.

30 days notice is needed and you'll need to pay any cancellation fees and outstanding payments before we will give you a MAC Key.
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