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.
Any customer can nominate a friend or family member to manage bills on their account. We call these people 'authorised users'.
You can add up to two authorised users on your account, and once they're set up they'll be able to discuss bills on your account and make a payment for any outstanding balances. However, authorised users are not permitted to close an account, or to make changes to an existing contract (e.g. changing the current broadband package).
If you wish to add an authorised user to your account, please contact us on 0800 432 0200 or by using our online chat service.
Powers of Attorney
A power of attorney (POA) is a legal document which gives someone else (known as an 'attorney') legal authority to make decisions and act on your behalf. The attorney is usually a family member, friend or solicitor.
The most common type of power of attorney is known as a lasting power of attorney (LPA). An LPA allows you to appoint someone to make decisions on your behalf if you lack mental capacity or if you no longer wish to make decisions for yourself.
There are two types of LPA, known as 'property and financial affairs' and 'health and welfare'. Only a property and financial affairs LPA is valid for the purposes of managing a Plusnet account, and it will need to be registered by the Office of the Public Guardian (OPG) before it can take effect. Once the LPA is registered by the OPG, the attorney will have the same powers to manage your Plusnet account as you do.
Once an LPA is effective on your account, we will only be able to take instructions from the attorney and not from you. In addition, we can only remove an LPA from your account if you provide us with a valid 'Deed of Revocation' (signed by you), or a confirmation letter from the Office of the Public Guardian or the Court of Protection stating the LPA has been revoked.
Another common type of power of attorney is known as an ordinary power of attorney (OPA). An OPA is normally temporary and will only remain valid whilst you still have mental capacity to make your own decisions and can give instructions to the attorney. OPA's tend to be used for specific purposes, such as if you need someone to manage your affairs whilst on holiday. Ordinary powers of attorney don't need to be registered with the Office of the Public Guardian.
If you'd like to know more about powers of attorney, including information about other types of POA, we recommend this useful guidance published by Ofcom: Powers of attorney and third party bill management.
If you have power of attorney, please send a scanned copy to email@example.com. Alternatively you can send a photocopy to:
2 Pinfold Street