How we handle cancellations (including cease of service and moving to a new provider) and downgrades to non-subscription accounts.
- Cease of Service
- Requesting Cease of Service
- Moving to a New Provider
- Notice Periods and Scheduling of Cancellations
- Final Payments
- Home Phone Specific Cancellation Policies
- Domain Names
- Metronet Accounts
- Closing of Non-subscription Accounts
- Cancellations during Trial Periods
- PSTN Ceases
- Cancellation of service under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the Regulations")
- Policy Changes
1. Cease of Service
- When a customer wishes to cease their service (as opposed to moving to another provider), we will action the request promptly, and with a view to making the cancellation process as smooth as possible.
- In all cases, when an account cancellation request for cease of service is raised, we will investigate the reasons and identify if any additional support can be offered, in order to resolve the cause of the cancellation request.
- Before we process a cancellation request for cease of service, we will check for home phone service and other account features which will be lost following the cancellation. We will make customers aware of the implications of cancelling their account.
- All customers, when cancelling, will be asked to complete a voluntary feedback survey. The results of which will be analysed regularly to highlight areas in which we need to improve.
- When an account is closed, access to all account features provided by Plusnet will be removed. This includes email, hosted web-space and Member Centre access (including discussion forums and access to the Help Assistant Ticketing system).
- It is possible, when requesting a cease of service, to request a downgrade to a mail only package for £20.28 a year instead of full account closure. This will allow continued access to email and some Member Centre features. This option must be requested at the time of cancellation.
- For the purposes of a subscription contract, we regard a request to downgrade from a subscription account to any non-subscription account in the same way as a request to close the account completely.
- An account cannot be placed on hold and re-activated later without paying a new connection charge. This is due to the fact that we are billed by our suppliers for a broadband line, even if it is not in use.
2. Requesting Cease of Service
- Cancellation requests for cease of service (as opposed to moving to another provider) can only be made by the account holder, or an authorised representative of the account holder e.g. a Power of Attorney holder.
- It is important that customers understand the difference between ceasing their service and moving to to a new provider. This avoids confusion and will prevent the customer having their service ceased unnecessarily (in which case, any new provider would have to re-activate the line, and service downtime would be unavoidable).
- Where customers wish to fully cease their broadband line (as opposed to moving to another provider) they should request a 'cease' when contacting the Customer Options team.
- A cancellation request for cease of service can be made in one of two ways:
- By calling us: The quickest and easiest way to request a cancellation for cease of service is by calling our Customer Options Team on 0800 013 2632 or 0330 123 9197. For opening hours, please check our Contact us page. Any notice period that applies will start as soon as a call is made to our Customer Options Team.
- By post to : Plusnet, The Balance, 2 Pinfold St. Sheffield, S1 2GU. It is recommended that for customers' own peace of mind, any letter containing a cancellation request for cease of service is sent by recorded delivery. We cannot accept responsibility for lost letters not sent in this way. The letter must state the account username, and if appropriate any final payments due should be included.
3. Moving to a New Provider
- Moving the service to another provider doesn't require the customer to contact us. From 20th June 2015, MAC (Migration Authorisation Code) keys are no longer required to move between providers. Please note that upon receipt of notification from the customer's new provider that the customer wishes to transfer their service, we will contact the customer to let them know the consequences of moving their service, including any applicable early termination charges or broadband cessation charges.
- To ensure no loss of service for the customer, the account will only be closed (or downgraded) when we receive confirmation from our network supplier that the service has moved to the new provider.
- When we receive confirmation that the migration has completed, our systems will automatically downgrade or close the account.
- If a customer does not receive confirmation of the account closure, once their migration has completed, they are advised to call our Customer Options Team on 0800 013 2632 or 0330 123 9197 to inform us that the migration has completed. For opening hours, please check our Contact us page.
4. Notice Periods and Scheduling of Cancellations
- We require notice in order to cancel an account. The notice period is 14 days for residential accounts, either by notifying us directly via phone or in writing, or where you are moving to another provider, we will accept that provider's order notification as notice. The notice period for business accounts is either 28 days' notice by notifying us via phone or in writing, or where you are moving to another provider, we will accept the provider's order notification as notice.
- When a cancellation is requested, we will schedule this to take place at the end of the notice period. Due to limitations of our supplier's systems, if this date falls on a weekend, a broadband line cancellation will be scheduled for the next working day.
- The notice period starts from the time we receive the cancellation request. If the cancellation request is withdrawn for any reason during the notice period, a new request needs to be made and a new notice period will commence.
- For a cease of service, as opposed to moving to another provider, it is possible to specify a cancellation date after the notice period. In this case, a one-off payment will be taken at the time the account is scheduled for cancellation. This payment will include all subscription charges up until the end of the requested period and no further subscription charges will be made.
- For a cease of service, as opposed to moving to another provider, if requested, we can close an account sooner than the notice period. In this event any payments due up until the end of the notice period will be required as a final one-off payment before the account closure can be scheduled.
- All customers under a minimum term contract will, when their minimum term ends, be automatically moved to a rolling one month contract.
- Should the customer wish to cancel at the end of the minimum term, they will need to give notice (as per paragraph 4.1).
- Should the customer wish to cancel within the minimum term (except as set out in paragraph 13 below for residential accounts), the customer will have to pay a termination charge by way of compensation to us for ending the service early. This charge will be calculated by multiplying the number of months remaining in the minimum term by a monthly early termination charge as set out our price guides.
6. Final Payments
- When requesting a cancellation, a final payment will be required to cover the notice period. Customers will have access to their account up until this final day.
- The closure of any account is subject to the payment of any outstanding amounts, including any applicable early termination charges. Customers can normally see if they are required to settle any early termination charges and/or broadband cessation fees by checking the Account Summary page.
- One-off final payments must be made by Credit or Debit card.
- A posted cheque can be accepted in exceptional circumstances. When sending a cheque, the username must be written clearly on the reverse, and this should be sent by recorded delivery to Plusnet, The Balance, 2 Pinfold St. Sheffield, S1 2GU.
- Where a customer cancels their service, the customer is informed of any fees outstanding and notified of the need to settle these.
- If not collected at the time of the cancellation request, all outstanding payments remain due. We will pursue unpaid debts via an external debt-collection agency, and will write to the registered account address before doing this. If we have to pass on the debt an additional administration fee will also be applied to the outstanding sum.
7. Home Phone Specific Cancellation Policies
- If a customer wishes to cease their home phone product from Plusnet (as opposed to moving to another provider), they can request a cease of service by calling our Customer Options team or writing to us as set out in paragraph 2.4 above.
- To move your home phone product to another provider from Plusnet, customers need to place a landline order with their new provider. If customers wish to cancel because they are moving to a cable provider, they can request a cease of their phone service by calling our Customer Options Team on 0800 013 2632 or 0330 123 9197. For opening hours, please check our Contact us page. Customers should note that a cease of phone service will also cease any broadband service on the line.
- We automatically process the account cancellation when we receive confirmation of the transfer to the new provider, or upon confirmation of the cease being placed on the service.
- Customers will be billed any remaining call charges and outstanding line rental 7 days after the transfer to the new provider, or the cease, has been completed.
8. Domain Names
- If a customer wishes to cancel their service, customers should provide instructions about what they would like to happen to any domain names on their account.
- If requested, we can continue to renew and host a domain name on a non-subscription account, for a charge of £25 + VAT per year.
- If no instructions are received, the domain name will be parked and will cease to function. It will not be renewed by us when the renewal is due.
- For a customer who has the £1.00 domain name option, if it is less than twelve months since the domain name was first registered or first renewed by us, a payment of £52.88 will be required.
- This is the full cost of registering a .uk domain name with us currently.
9. Metronet Accounts
- Metronet accounts are paid in arrears, unlike Plusnet accounts which are paid in advance. This means the final payment will include the current billing period and the time up until the 10 day notice period is completed.
10. Closing of Non-subscription Accounts
- As a rule, customers do not need to request the cancellation of non-subscription accounts. Where there is an exceptional reason for us to close a non-subscription account, we will do this on request of the account holder.
- Any free account which is not used for a period of 90 days will be removed from our systems. See Common Email Questions for more details.
- We reserve the right to adjust our policy in relation to non-subscription accounts at any time. We do not guarantee customers who are not paying a subscription will be able to continue to access any of the services associated with their account indefinitely.
11. Cancellations during Trial Periods
- When a customer is cancelling within a trial period, they should inform us of this when requesting cancellation.
12. PSTN Ceases
- A 'PSTN Cease' means BT have cancelled the Voice part of a telephone line. When this happens, BT also cancel the Broadband part of a line automatically. There are numerous reasons why BT raise PSTN ceases, such as a house move, change of BT account holder, account type or other account information and/or failure to pay a BT bill.
- On receipt of notification of a PSTN cease, Plusnet will do the following:
- Check to see if a house move is in progress with Plusnet, if so we do not need to take further action.
- If no house move request has been made, we will raise a contact to the customer and email them, notifying them that a PSTN cease has been requested or placed, including the date it is due to complete.
- If a house move is being performed without our knowledge, the customer will need to follow our house move process in order to restore the broadband service at the new location.
- If the customer wishes to cancel their account with us, this still needs to be requested in the normal way.
13. Cancellation of service under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the Regulations")
Any non-business service from Plusnet (apart from BT Sport, Plusnet Protect and channel packs) ordered on or after 10th June 2014 can be cancelled 14 days from the day after you sign-up for the service. If you cancel during this time you will have to pay for the services you have used, any applicable installation, connection or activation charges (including any charges that were discounted or advertised as free at the time we accepted your order for the services) and return any equipment provided. If the service you sign-up for is a re-contract, upgrade or add-on, we may revert you to your previous contract upon cancellation or the closest matching service.
You can cancel your order for the equipment we have sent you up to 14 days after you receive it from us. If you cancel within 14 days, you must return the equipment to us.
If you wish to cancel within the period set out above, you can use the cancellation form, located here and post it to us or by calling us on 0800 013 2632 or 0330 123 9197. Please ensure that when you cancel, you tell us if you are cancelling to just stop the service or in order to transfer to another provider, so that we can deal with your cancellation appropriately.
14. Policy Changes
Policy changes were made on:
|21st March 2007||Policy first published|
|12th September 2008||Policy updated|
|9th December 2008||Policy updated|
|17th February 2009||Policy updated|
|19th March 2009||Policy updated|
|11th May 2009||Policy updated|
|12th August 2009||Policy updated|
|1st January 2010||Policy updated|
|14th January 2010||Policy updated|
|6th April 2010||Policy updated|
|17th September 2010||Policy updated|
|28th March 2011||Policy updated|
|1st May 2012||Address updated|
|3rd June 2013||Customer Options Team opening hours updated|
|1st October 2013||Cancellation notice period updated|
|10th June 2014||Policy updated (section 13)|
|8th April 2015||Policy updated (section 13)|
|16th June 2015||Policy updated|