Summary: If you're thinking of cancelling your service, or moving to Plusnet our guide will help you.

What you need to know about cancellations

  1. Moving to a new provider
  2. Using your MAC Key
  3. Giving us notice
  4. Making a final payment

Cancelling your Plusnet service

  1. What is a MAC Key?
  2. I have a MAC Key, what should I do with it?
  3. How do I get a key?
  4. How long does it take to get a key?
  5. Can I get a key immediately?
  6. Is there a limit to the number of times I ask for a key?
  7. Why won't you give me a key?
  8. How long do keys last for?
  9. Can I move if I've got any outstanding debts?
  10. What should I do if I'm unhappy with the way my MAC Key request has been handled?
  11. What should I do if I have any questions?

Moving to Plusnet

  1. How long does it take to move to Plusnet?

What you need to know about cancellations

1. Moving to a new provider

To move to a new broadband provider you need to ask us for a MAC Key. MAC Keys are valid for 30 days - it's up to you when you give it to your new provider to start the move. Your account with us will close when we confirm that your service has moved, giving you a seamless move with no disruption to your service.

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2. Using your MAC key

If you ask for a MAC Key and don't use it, your account with us will continue. If your MAC Key expires you'll have to ask for another if you still want to move. Asking for a MAC Key is only a way of moving your broadband, not cancelling the account.

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3. Giving us notice

If you ask us to cancel your service we need 14 days notice for residential accounts and 30 days notice for business accounts - unless your service terms say otherwise.

Cancellations are subject to minimum contract periods and the payment of any outstanding and/or deferred amount. You can see if we need you to pay any deferred costs by checking your Account Summary.

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4. Making a final payment

If we need you to make a final payment, you'll need to use a credit or debit card, where possible. When you ask us to cancel your service, or move to another provider please make sure your payment details are up-to-date and that you're happy for us to take a final payment.

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Cancelling your Plusnet service

5. What is a MAC Key?

A MAC Key (Migration Authorisation Code) is a code which any Internet Service Provider can give a customer to let them move their broadband to a different provider. Each MAC Key is different and includes 4 letters, 7 numbers / 2 letters, 2 numbers and 1 letter.

So a typical MAC Key would look like this: LXXX1234567/AB25J or this: OXXX7654321/CD32F

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6. I have a MAC Key, what should I do with it?

OK, you'll now need to give this to the broadband service provider you'd like to move to.

If you're moving to Plusnet: You can submit your MAC Key online, or if we have your mobile number, we'll send you a text message that you can reply to.

If you're moving away from Plusnet: Call your new broadband provider and give them the MAC Key we've given you.

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7. How do I get a key?

You can either:

  1. Call our Customer Options Team on: 0800 013 2632 or 0330 123 9197. For opening hours, please check our Contact us page.
  2. Write to us at:

Plusnet Plc, The Balance, 2 Pinfold Street, Sheffield, S1 2GU

We'll then make sure that within 5 working days there's a Question on your account containing:

  • Your MAC Key
  • How long you can use the key to move to a new provider
  • Which broadband service the key will let you move

Note: we can't reply to cancellation requests made using the Help Assistant. Please contact our Customer Options team on the telephone number above who will be able to deal with your query.

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8. How long does it take to get a key?

We'll give you a MAC Key within a maximum of 5 working days of you asking us for one.

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9. Can I get a key immediately?

Just give our Customer Options team a call on 0800 013 2632 or 0330 123 9197 (for opening hours, please check our Contact us page). We can't always give a MAC Key straightaway, but our team will make sure you get one within 5 working days.

Note: we can't reply to cancellation requests made using the Help Assistant. Please contact our Customer Options team on the telephone number above who will be able to deal with your query.

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10. Is there a limit to the number of times I ask for a key?

No. You can ask for a key as many times as you want - as long as you've already asked for one and it's expired. When we give you a key we'll tell you how long it's valid for.

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11. Why won't you give me a key?

We're sorry we can't give you a key straightaway. This might be because:

  1. We don't know who you are/the person who's asking to move your service is
  2. Your broadband service has already been cancelled
  3. We've already given you a key, but it's not expired yet
  4. We're already cancelling your broadband service
  5. We can't get a key from our supplier (this is rare, but if it does happen we'll do whatever we can to get one for you)

If we can't give you a key we'll let you know. We'll also tell you some other ways that you might be able to move to your new service provider.

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12. How long do keys last for?

Keys last for 30 days (including Bank Holidays). This time runs from the point we give you the key up until 5pm on the 30th day. If your key runs out before you've moved to your new provider call us 0800 013 2632 or 0330 123 9197 and we'll get you a new one. For opening hours, please check our Contact us page.

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13. Can I move if I've got any outstanding debts?

Yes, you'll still be able to move to your new provider. However, if you've still got charges you've deferred (e.g. hardware or setup costs) you'll need to honour these before moving. If you don't know if you need to pay anything Check your Account Summary.

If we do need to take a final payment from you:

  1. You'll need to pay using a credit or debit card. Before you ask us for a MAC Key please make sure your payment details are up-to-date.
  2. You give your authorisation for us to take a payment from you.
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14. What should I do if I'm unhappy with the way my MAC Key request has been handled?

If you don't think we've handled your MAC Key request in the best way, or if we've not given you a MAC Key at all, you should follow our complaints procedure. To find out how to raise a complaint, read our code of practice.

To find out how we handle broadband moves and cancellations read our Cancellation Policy.

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15. What should I do if I have any questions?

We're happy to answer any questions you have about MAC Keys and switching providers. Give our Customer Options Team a call on 0800 432 0200 or 0345 140 0200. For opening hours, please check our Contact us page.

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Moving to Plusnet

16. How long does it take to move to Plusnet?

Once you've given us your MAC Key, it takes around 5 working days to move your service.

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This page last updated 1st October 2013

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