Cancellation Policy

How we handle cancellations, downgrades to non-subscription accounts and migrations to another ISP.

1. General Policies
2. Requesting Account Cancellation
3. Broadband Specific Cancellation Policies
• Moving to a new provider
• Ceasing a Broadband Line
4. Notice Periods and Scheduling of Cancellations
5. Annual Contracts.
6. Final Payments
7. Home Phone Specific Cancellation Policies
8. Domain Names
9. Metronet Accounts
10. Closing of Non-subscription Accounts
11. Cancelling Wireless Access products
12. Cancellations during Trial Periods
13. PSTN Ceases
14. Cancelling before the service is activated, or under Distance Selling regulations
    
Appendix

15. Policy Changes

1. General Policies

1. When a customer wishes to cancel for any reason, we will treat the request promptly, and with a view to making the cancellation or migration process as smooth as possible.

2. In all cases, when an account cancellation request 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.

3. Before we process a cancellation request, we will check for domain names, 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 and provide advice on moving these services if requested.

4. 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.

5. 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).

6. It is possible, when requesting an account cancellation, to request a downgrade to a non-subscription 'free' account 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.

1. 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.
2. For process reasons, accounts where a migration away has occurred will be left open as a non-subscription account automatically. This may change in the future and customers who require this should not rely on this automation.

7. It is not currently possible to 'park' a broadband account and re-activate it 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.

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2. Requesting Account Cancellation

1. Process Diagram

2. Cancellation requests can only be made by the account holder, or an authorised representative of the account holder.

3. For accountability reasons, we can only accept cancellation requests in writing, never verbally. A cancellation request can be made in one of two ways:

Online: The quickest and easiest way to request a cancellation is online, via our secure ticketing system (known as the Help Assistant). This tool is linked from the Support section of our website. The path to request cancellation is 'Customer Services & Billing' > 'Account Management' > 'Cancel My Account' > 'Select appropriate option'.

Any notice period that applies to the cancellation request will start as soon as a ticket is received via this Help Assistant path.

By Post to: PlusNet, Internet House, 2 Tenter St. Sheffield, S1 4BY

It is recommended that for customers' own peace of mind, any letter containing a cancellation request 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.

4. Any special requests relating to the cancellation should be made in the text box on the final screen of the Help Assistant wizard.

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3. Broadband Specific Cancellation Policies

It is important that customers understand the difference between 'cancelling' (ceasing) their Broadband line and 'migrating' to a new provider. This avoids confusion and will prevent the customer having their broadband ceased unnecessarily (in which case, any new ISP would have to re-activate the line, and broadband downtime would be unavoidable).

 

Moving to a new provider

1. To move to a new broadband provider a MAC Key (Migration Authorisation Code) is required. We generate this on behalf of the customer, using a supplier-provided system.

2. We will provide the MAC Key via our on-line Help Assistant. A MAC Key will not normally be provided over the phone

3. We will provide a MAC Key within five working days following a valid request being made via the Help Assistant. In the event of any difficulties our suppliers have providing a code, this may take longer, and in this case we will provide updates to this effect.

4. MAC Keys are valid for 30 days following their issue, and can be used at any time during this period simply by providing the MAC Key to the new supplier.

• It is possible for a customer to use a MAC Key as soon as it is received, in which case the migration can take place in as little as 5 working days (payment for the full 30 days notice period will be required).
• If the MAC Key is not used and expires, the customer must request another via the same process if they still wish to change Broadband provider.

5. To ensure no loss of service for the customer, when we issue a MAC Key, we do not schedule the account for cancellation. Any due subscription payments will continue to be taken. The account will only be closed (or downgraded) when we receive confirmation from either the customer (or from our network supplier) that the service has moved to the new provider.

6. When we receive confirmation that the migration has completed, our systems currently will automatically downgrade the account to a non-subscription dial-up account.

• This non-subscription account will be subject to our normal procedures, and will be closed if left unused for 90 days.
• Although an account that has been migrated out will be downgraded to a non-subscription account, customers who require this specifically should still request it when making the MAC Key request.

7. If the migration completes after the 30 day period has expired, a complete month's subscription payment will be automatically taken. In this situation, the customer can request a refund for any unused subscription credit. The refund will be made within 10 working days and will be provided via the same method that the payment was taken.

Note: It is important that any Direct Debit mandates are not cancelled until the refund has cleared.

8. Our suppliers do normally inform us when a customer uses a MAC Key, but this doesn't always happen.  If a customer does not receive confirmation of the account closure, once their migration has completed, they are advised to raise a new Help Assistant ticket to inform us that the migration has completed.

Ceasing a Broadband Line

1. Where customers wish to fully close their broadband line, instead of migrating, they simply need to request a 'Cease' order when raising the cancellation ticket. The policies stated in the notice period and final payment sections of this document will apply.

2. Occasionally, when a broadband line is cancelled, a 'Tag' can be left on the line which prevents a new ISP from placing a broadband order. BT has set up a specialist team to deal with Tag problems. Their direct contact number is 0800 1699576.

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4. Notice Periods and Scheduling of Cancellations

1. We require 30 days notice in order to close any account. When a cancellation (as opposed to a MAC Key) is requested, we will schedule this to take place 30 days after the request is made. 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.

2. The notice period starts from the time we receive the cancellation request via a support ticket created using the Help Assistant. If the cancellation request is withdrawn for any reason during the notice period, a new request needs to be made via Help Assistant on a new support ticket, and a new notice period will commence.

3. It is possible to specify a cancellation date for more than 30 days in the future. 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.

4. If requested, we can close an account sooner than 30 days. 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.

5. Because we need to order the broadband line cancellations with our own suppliers we always require at least 5 working days notice.

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5. Annual Contracts

1. All customers who opt for an annual contract will, when their initial period is up, be automatically moved to a rolling one month contract.

2. Should the customer wish to cancel at the end of the initial term, they will need to give notice 30 days prior to the annual contract end date.

3. Should the customer wish to cancel before the initial 12 month term has expired, payment for the remaining months of the contract will be requested as a final payment.

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6. Final Payments

1. When requesting a cancellation (as opposed to a MAC Key), at the time this is scheduled, a final payment will be required to cover the notice period. Customers will have access to their account up until this final day and will not be charged again during the notice period.

2. The closure of any account is subject to minimum contract periods and the payment of any outstanding and/or deferred amounts. Customers can normally see if they are required to settle any deferred costs by checking the Account Summary page.

3. One-off final payments must be made by a Credit or Debit card. These cannot be taken by Direct Debit. A posted cheque can be accepted in exceptional circumstances.

4. When sending a cheque, the username must be written clearly on the reverse, and this should be sent by recorded delivery to PlusNet, Internet House, 2 Tenter St. Sheffield, S1 4BY.

5. At the point where a MAC Key is issued, the customer is informed of any fees outstanding and notified of the need to settle these.

6. 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.

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7. Home Phone Specific Cancellation Policies

1. To cancel a home phone product from PlusNet, customers must initiate a new order for their landline phone with the new provider. Or, if customers wish to cancel because they are moving to a cable provider then they can request a cease of their phone service using the Help Assistant to raise a support ticket. Customers should note that a cease of phone service will also cease any broadband service on the line.

2. 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.

3. There is a £20 cancellation charge, which we can process automatically by Direct Debit if this is set-up on the account, or by credit card if this is the primary payment method. Any outstanding scheduled subscription payments, including call barring administration fees, will be taken with the cancellation charge.

4. 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.

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8. Domain Names

1. When we receive an account cancellation request, customers should provide instructions about what they would like to happen to any domain names on their account.

2. 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.

3. 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.

4. For a customer who has the £1 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.

5. This is the full cost of registering a .uk domain name with us currently.

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9. Metronet Accounts

1. 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 30 day notice period is completed.

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10. Closing of Non-subscription Accounts

1. 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.

2. 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.

3. 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.

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11. Cancelling Wireless Access products

1. A separate article, detailing cancellations relating to Wireless Broadband is available. (applies to PlusNet only)

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12. Cancellations during Trial Periods

1. When a customer is cancelling within a trial period, they should inform us of this when requesting cancellation.

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13. PSTN Ceases

1. 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.

2. 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.

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14. Cancelling before the service is activated, or under Distance Selling regulations

1 Any non-business service from PlusNet, under Distance Selling regulations, can be cancelled, without penalty, within 7 working days.

• For a broadband activation, the 7 day period starts on the day the line is installed, but if the service is used at any time the right to cancel is lost.
• For supplied equipment, the 7 day period starts from the day after the equipment is received. We will not pay the postage costs for the return of the equipment in these circumstances.

2. Any third-party costs associated with activation of the line will still be payable (such as partial or full activation fee). These costs are applied to us by our supplier.

• If the request to cancel the line is received within 48 hours of the date it is due to be installed, the full cost of the line will be payable.
• A sliding scale is used to determine how much is payable if the cancellation request is received more than 48 hours before the line is due to be installed.

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15. Policy Changes

We will list changes to the policy as they occur, to make it easier for you to see if and how the policy has altered since you last read it.

Date	Change Summary
21st March 2007	Policy first published

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