With effect from 1st June 2022, we’re updating the Mobile service terms and conditions, Business service terms and conditions and the Residential service terms and conditions due to new Ofcom regulations designed to improve your rights where we make changes to your service.
We’ve summarised the key changes on this page, but you can find a full copy of the new terms and conditions using the appropriate link(s) below:
- Plusnet Mobile terms
- Plusnet Residential Broadband & Landline terms
- Plusnet Business Broadband & Landline terms
The changes mean that:
- You may have more frequent opportunities than currently to cancel your plan where we make changes to it. From 1st June, any changes to your terms and conditions that are not exclusively to your benefit may give you the right to leave your plan early with no early cancellation charges;
- In some situations where we make changes to your terms and conditions, you may be able to leave other plans you have with us and we will tell you when that happens;
- For mobile plans we can increase the cost of roaming calls (calls made while you’re outside the UK) because our roaming partners increase the costs. For mobile and residential service plans we can increase the cost of international calls and texts from the UK to another country because our international partners increase the costs. If we do you will have the right to leave your Plusnet plan if you are materially worse off;
- It’s clearer that there is a separate set of terms and conditions for each product you have with us; and
- We’ll continue to notify you of any contractual changes and your rights with a minimum of 30 days’ notice.
If you have any questions about these changes, please refer to the FAQs below.
FAQs
The changes to your terms are designed to protect you and are a result of new Ofcom regulations implemented because of the European Electronic Communications Code (EECC).
The EECC is an EU directive which regulates electronic communications networks and services in the EU. The code is enforced by Ofcom, the UK’s Communications Regulator.
The UK is bound to the EECC as part of the Brexit Transition period agreement and Plusnet must comply with the requirements of the code.
No, these changes improve the rights you have currently. They are designed to protect you from future changes to your services which are not to your benefit.
We’ll continue to notify you of any changes with a minimum of 30 days’ notice, including telling you whether you have the right to cancel a service or leave your plan if appropriate.
The changes improve the rights you have when we make changes to your plan or services. Where we do make changes, you will be able to cancel the service that’s changing. We will make sure we tell you what services you can cancel when we tell you about a change.
Annual RPI or CPI price increases are written into our terms and conditions; and you are asked to agree to these terms at the point of sale. An annual RPI or CPI related price increase does not allow you to leave your plan early.
Sometimes our roaming partners (Telco’s like us in other countries) put up the cost of roaming. When they do that your roaming cost will increase too but you will be able to cancel your plan if the increase is material for you. It’s very similar to how things are today but due to the new rules we have to make that clear to you.
Sometimes our international partners (Telco’s like us in other countries) put up the cost of calls and texts to those countries from the UK. When they do that your international calls and/or texts cost will increase too but you will be able to cancel your plan if the increase is material for you. It’s very similar to how things are today but due to the new rules we have to make that clear to you.
You can always contact us whenever we make a change to your service to discuss your options.
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