How to upgrade or change your mobile plan

If you’re spending outside your usual plan, you might be better off on one with a higher allowance so you don’t have to keep paying extra. If that’s the case, get in touch and we’ll look at getting you onto the best plan for your usage.

If you then do change your plan based on our recommendation, we’ll still let you know if there’s an even better one. But we’ll only base it on what you’ve used since you started your new plan. We won’t contact you if you’re already on the plan with the highest allowance.

It’s completely up to you whether you change your plan or not. We’ll only be letting you know what’s available. And you can stop these checks at any time – just let us know.

Yes, you can do that at any time. Normally plan changes will start when your usage allowance refreshes for the next month.

If you are moving from 3G to 4G you’ll need a new SIM, we will have to send out and activate your new SIM before your new plan takes effect.

Just get in touch with us to find out more. Alternatively, request a call plan change for the next month by messaging us via our mobile app.

If you'd like to change to an applicable higher priced plan but keep the same mobile phone, you can do that any time during your contract.

If you've already changed to a higher priced plan during your minimum term and want to change back to your previous plan, you can do that at any time.

Once you're half way through your minimum term, you can also change to the next applicable cheapest plan to the one you've got at the moment, even if you haven't changed to a higher priced plan before.

You can only change to a plan of the same length. So if you've got a plan with a 24 month minimum term, you'll only be able to switch to another 24 month one. Also not all our plans will be available for handset customers, for example our 30 day SIM only plans won't be available for you to move to unless you agree to pay all applicable in-contract cancellation charges.

Just get in touch with us to find out more.

It’ll start from the date your plan usually refreshes each month. That’s the date your SIM originally started working when you signed up with us.

If you are moving from 3G to 4G you’ll need a new SIM, we will have to send out and activate your new SIM before your new plan takes effect.

Just get in touch with us to find out more.

Normally you can change from a SIM only to a handset plan if you’ve been up to date with your payments for the last six months. Sometimes that changes though, so get in touch to find out if you can upgrade.

Will I need a new SIM card when I upgrade?

It depends which plan and SIM card you had before. If you need a new SIM card to work with your mobile phone, we’ll send you one. But we do recommend that you keep your old SIM card for 28 days after you’ve got your new one.

What if I change my mind and want to cancel?

We hope you’ll be really happy with your Plusnet Mobile service, but if for some reason you do need to cancel, then, provided you let us know within 14 days of us agreeing to the upgrade, we’ll let you cancel your upgrade and move you back to your previous plan.

If you cancel you’ll have to return any mobile phone (or other equipment) to us, and pay for any services received (including a pro-rata amount of your monthly plan price up) to the date that you told us you wanted to cancel (and we won't take into account any discounts or free offers). We’ll refund you using the payment method you originally used.

After 14 days, you’ll need to get in touch with us but you may have to pay a charge as set out in our Mobile Price Guide to cancel.

If I upgrade to a handset plan, can I have the new phone delivered to my work address?

Yes, we can send your new phone to any address that’s in the UK, except educational or government buildings. To have your phone delivered somewhere else, just tell us when you’re placing your order with us.

How long will it take for my new mobile to arrive?

If you order it before 2pm on a working day, we aim to deliver it the next working day. Sometimes a delivery can take longer, like if you live in a remote area or a mobile phone is in particularly high demand.

We’ll give you an estimated delivery date when you agree to upgrade. Then we (or our courier company) will get in touch to let you know roughly what time they’ll deliver it. To find out anything else to do with your delivery, just get in touch with us.

My order hasn’t arrived – what can I do?

We (or our courier company) will send you a message telling you the approximate delivery time and tracking number for your parcel. If you haven’t got that, you can track your parcel at dpd.co.uk/tracking

If you need any more help, just give us a call.

Normally you can do that after you’ve had your current handset for six months.

If you’ve got more than 60 days left of your minimum term, you’ll need to pay a charge to upgrade your handset. If you’re within the last 60 days of your minimum term, you can upgrade without paying any extra charges.

From time to time there might be other criteria for upgrading your handset, so get in touch to find out if you can upgrade.

If you’d like to change to an applicable higher priced plan, you can do that any time during your contract.

However, not all our plans will be available customers who are still within the minimum term of their contract, for example our 30 day SIM only plans won’t be available for you to move to unless you agree to pay all applicable in-contract cancellation charges or an early upgrade fee.

You’ll need to set up a separate Direct Debit for your new SIM. To find out more, just get in touch.

If your SIM is damaged, lost or stolen we can send a replacement to you. There's usually a small fee for this, which is charged to your account. To order a replacement Contact Us.

Yes, simply order another SIM online, or over the phone - just as you did for your original SIM.

You can get up to three SIMs linked to one Plusnet Mobile account, but if you've got Plusnet Broadband you can get up to 5 SIMs linked. These will be charged for separately, so won't be combined into one account payment. To find out more Contact Us