The easiest way to ensure you don't miss a payment is to pay your bills by Direct Debit. This way you'll never need to worry about missing a bill. However, we appreciate that some customers prefer to pay with a credit or debit card.
In exceptional circumstances, like a long stay in hospital, we know that anyone can accidentally forget to pay a bill. Therefore, we offer various ways for someone else to manage bills on your behalf if your personal circumstances change, whether temporarily or on a permanent basis.
Service Protect Scheme (Phone and broadband customers only)
We have a scheme in place to prevent service interruption should you be unable to make a payment due to, for example, a long stay in hospital or a change in circumstances. You can nominate a friend or relative (a nominee) who we will contact should there be a payment outstanding on the account. We would attempt to contact the nominee before any service restrictions are applied, and that nominee will be authorised to make a payment on your account. In order to add a nominee, please fill in the Protected Services Scheme application form and send it in to us or, if you are unable to print the form, please contact our support team on 0800 423 0200 to request one.
Authorised Users (Phone and Broadband)
You can nominate up to two people to manage your phone and broadband account. They can manage your bills, make payments, contact us about faults and ask questions about the account.
Authorised users cannot close the account, accept additional charges on your behalf or make any changes to your contract.
To set up an authorised user for phone and broadband, just give us a call on 0800 432 0200.
Authorised Users (Mobile)
You can nominate one authorised user to manage your mobile account. They will have access to your account information, such as usage allowance, details about the bill and any out of bundle spend.
The authorised user cannot edit any details, cancel the service or request a PAC, edit security questions, request a sim swap or complete an upgrade.
To set up an authorised user for mobile, just call 500 from your Plusnet Mobile device, or 0800 079 1133 from any other phone.
Power of Attorney
There may be times when you need someone to manage your affairs for you. A Power of Attorney (PoA) is a legal document which gives someone else (known as the attorney) legal authority to make decisions and act on your behalf. If you have a PoA we’ll treat them as the account holder, which means you’ll no longer be able to manage your account.
The types of PoA we accept are:
|PoA type ||Proof we need |
|Lasting Power of attorney ||Must be registered and validated by the Office of Public Guardian |
|Enduring Power of attorney ||Must be signed by both parties Only needs to be registered with the Office of Public Guardian if the donor has lost mental capacity |
|Ordinary power of attorney ||Must be signed by both parties |
|Deputyship order ||Must be stamped by the Court of Protection |
|Benefits appointee ||BF57 form must be provided which has been processed by DWP with an official stamp |
*Please note we're unable to accept other types of PoA.
You can find out more information on PoA including other types of PoA on Ofcom’s website.
If you have a power of attorney you can send a copy using the options below:
| ||Phone and broadband ||Mobile ||Method |
|Postal address ||Plusnet plc |
2 Pinfold Street
|Plusnet plc |
2 Pinfold Street
|Email address ||email@example.com ||Mobilefirstname.lastname@example.org ||Scanned copy |