Policies

Introduction

PlusNet strives to be open and transparent about every aspect of our business. The PlusNet Policies section of our website exists to provide complete visibility of the customer policies which PlusNet uses in its daily operations. The information presented here is, word for word, the same as that used by our support team during training and when handling customer queries. We are presenting this information in order to aid consistency of information and provide a clear expectation as to how we will handle any situation before a customer speaks to us.

These pages should be read in conjunction with our general Terms and Conditions. It should be noted that these policies are subject to change without notice. They may change frequently in response to our changing environment, customer feedback or new business decisions. These policies do not, as a general rule, form part of your contractual terms; but that doesn’t affect your rights as a consumer of course. While we will endeavour to inform our customers of any changes in policy, a change here does not warrant a change to our Terms and Conditions and will not be notified to all customers like a T&Cs change would be.

Policies:

1. Cancellation Policy (Last edited 21st March 2007)
How we handle cancellations, downgrades to non subscription accounts and migrations to another ISP.

2. Failed Billing Policy (Last edited 23rd July 2008)
This policy describes what happens when we are unable to take a subscription payment for Broadband or Home Phone services.

3. IP Block Allocation Policy (Last edited 2nd July 2007)
How we handle requests for blocks of IP addresses and the formal protocols applicable to such requests.

4. Home Phone Faults Policy (Last edited 2nd July 2007)
Information on our policy on Home Phone Faults and related issues.

6. Product Change Policy (Last edited 4th September 2007)
This article explains the policy that is applied when a customer changes their product.

What Policies would you like to see documented here?
Your feedback is very important. Why not 'Rate this page' (click on one of the faces at the top of this page) and tell us what policies you would like to see documented here? We will prioritise the ones we have requests for, although ultimately we intend to publish all of our policies here.

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