Product Change Policy

1. General Policies
2. Residential Broadband Product Changes
3. Business Broadband Product Changes
4. Product Changes between Business and Residential
5. Dialup Product Changes
6. Home Phone
7. Table of Charges

1. General Policies

1. It is Plusnet policy to only permit a single product change in a 30 day period.
2. Product changes should generally be requested via the Member Centre Upgrade link on our website. For product changes between Residential and Business products, customers must raise a ticket via the Help Assistant.
3. There may be a charge for some product changes. Any one-off charges in respect of a product change would need to be made by credit or debit card at the time of the product change. Customers must have valid card details on their account in order to complete the change. Card details for customers who pay their subscription by Direct Debit will only be used for one-off payments such as a product change, or unless you opt to pay your subscription in this way.
4. Any upgrade or downgrade that requires a change in the underlying wholesale product due to a change in speed (i.e. from 'IPStream Max' to 'IPStream Max Premium') will result in a charge of £14.99 for residential customers and £14.99 + VAT for business customers. An example of where this may take place is a change to or from our 'business' product which has a higher upload speed and is based on the 'Max Premium' product.

2. Residential Broadband Product Changes

• All broadband product changes will be scheduled to take place on your next billing date.
• Plusnet Value, Plusnet Premium and Plusnet Pro accounts are subject to a 12 month contract.

Original Product: Plusnet Value, Plusnet Pro, Plusnet Unlimited or Plusnet Premium

1. Customers on Plusnet Value, Plusnet Pro, Plusnet Unlimited or Plusnet Premium can move between the different products free of charge in most cases.
2. Plusnet Pro, Plusnet Unlimited or Plusnet Premium customers moving to Plusnet Value would begin a new 12 month contract upon doing so.
3. Plusnet Value customers moving to Plusnet Pro or Plusnet Premium would continue on their existing contract term.
4. Plusnet Pro customers moving to Plusnet Premium would continue on their existing contract term.
5. Plusnet Unlimited customers moving to Plusnet Pro would begin a new 12 month contract.

Original Product: Previously Sold Products

1. When we introduced Plusnet Value, Plusnet Pro and Plusnet Unlimited, we withdrew all other residential broadband products from sale. Existing customers can remain on their current product if they choose to. (Note: Plusnet Unlimited is no longer available to buy or upgrade to. This product has now been replaced with Plusnet Premium).
2. If any customer decides that they wish to change from a previously sold product to either Plusnet Value, Plusnet Pro or Plusnet Premium, there would be no charge for this. Previously sold products include:
   • ADSL Home
   • ADSL Home Surf
   • Broadband Home Lite
   • Broadband EasyStart
   • Broadband Premier
   • Broadband Plus
   • Broadband PAYG
   • Broadband Your Way
   • Plusnet Essential
   • Plusnet Unlimited
3. Customers changing from previously sold products to Plusnet Value, Plusnet Pro or Plusnet Premium would begin a new 12 month contract.
4. Customers choosing a new 12 month contract would be entitled to one free house move and a wireless router. The 12 month contract option does not include a free house move or wireless router
5. Customers changing from Plusnet Essential to any of our current products would carry over their Home Phone contract.

3. Business Broadband Product Changes

1. There is no charge for customers who are moving to another business product that is of equal or higher value as this is classed as an 'upgrade'.
2. There is a charge of £29.99+VAT for customers who wish to change to a product of lesser value as this is classed as a 'downgrade'.
3. Product changes to products where the new subscription fee is higher or equal to the current subscription fee take place immediately. If relevant, a pro-rata charge is calculated based on the difference in cost between the two products and the remaining days in the current billing month.
4. Product changes to products where the new subscription fee is lower than the current subscription fee take place on your next billing date. No pro-rata payment or refund is therefore due in these circumstances.

4. Product Changes between Business and Residential

Upgrades to Business Products from Residential Products

1. Business products are designed for use by genuine businesses, or customers who are using their broadband connection to trade as more than just a hobby.
2. An upgrade from a residential account to a business account is processed free of charge.
3. An upgrade from a residential account to a business account is a manual process and can only be performed by certain Plusnet Support Analysts. Customers wishing to make this product change should raise a ticket via the Help Assistant advising that they are a business.

Downgrades to Residential Products from Business Products

1. Residential products are not permitted for use by businesses, or customers using their connections to trade as more than just a hobby.
2. Customer information will be retained for 6 years and 1 quarter. This is in accordance with VAT regulations and the Limitation Act of 1980.
3. The hosting provided with residential accounts cannot be used to host business websites.
4. Customers wishing to change to a residential product from business must raise a ticket via the Help Assistant explaining their reasons for wishing to make the change.
5. This change is a manual process and can only be performed by certain Plusnet Support Analysts.
6. There is a charge of £29.99 + VAT to make this product change.

5. Dialup Product Changes

Switching between dialup products

• There is no charge to change between any of the dialup products.

PAYG Dialup to Broadband

• Customers with a free PAYG dialup account, who wish to 'upgrade' to broadband are treated in the same way as a new signup to broadband. Customers can take advantage of included activation and receive a wireless router for free. This product change is processed using the 'upgrade' journey on our website, or customers can signup a new account.

Subscription Dialup to Broadband

• Customers with a subscription dialup account, who wish to 'upgrade' to broadband are treated in the same way as a new signup to broadband with regards to new charges. However, once the broadband has been activated and the account change takes place, any pro-rata unused credit for the dialup product is refunded.

6. Home Phone

Switching between Call plans

1. Any change of call plan will be scheduled to take place on your next bill date.
2. There is no charge to change between call plans.
3. Customers under contract are able to switch between call plans without affecting the length of their contract.

7. Table of Charges

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.