Close account

[#1]

I already change to another mobile network supplier but still received an email for bills, please help to close my account

[#2]

You need to call PlusNet directly.

[#3]

@Coco2 - Hiya, did you get our message? It would be nice to check your account but as we can't close accounts or generate PAC codes over social media it may be that you will need to contact us anyway on 500 /  0800 079 1133. If we don't hear from you, all the best.

[#4]

I already got the PAC code and switched to another supplier, and Plusnet already stopped to provide service for my sim on early last month so I would like to clarify what’s the bills I’m now receiving, did my account already closed? Thank you!

[#5]

Plusnet already stopped to provide service for my sim on early last month so I would like to clarify what’s the bills I’m now receiving

You will receive notification ( on your normal monthly bill date ) of at least two bills following your transfer to another supplier.

The first should show the account in credit ( since you pay a month in advance ) for the part month following your transfer. Sometime between that bill and the next, you should get the credit amount refunded to your bank account, providing the direct debit is still in place. The second bill should show the refund as a charge , thus cancelling the credit to give a balance of zero, at which point your account SHOULD close and you receive no further bill notifications.

That's how it should work but sometimes the refund seems to be delayed, thus causing further bills showing the account in credit

[#6]

I asked for advice on this forum a month ago about closing my mobile account because it is impossible that I am living abroad. I received 3 private messages offering assistance from the Plusnet help team within a week. Bot total silence since. Meanwhile I continue to pay for services that I can no longer use or need. Thinking of just cancelling the direct debit mandate but would prefer a proper resolution.

[#7]

Good morning, I can see James was waiting for you to finish answering DPA questions before going anything further, as this was never provided he was unable to do anything further. 

However, to cancel your account, you will need to call our cancellations team to do this. You can call them on 500 from your Plusnet mobile or +447953966500 from abroad. 

If you're not calling from a Plusnet mobile, you can call us on +443451400200.

Unfortunately, you will need to call in order to cancel your account.

[#8]

James in his last private message asked for my DOB which I duly replied. What is he waiting for?

[#9]

The message you've sent across hasn't been received, looking at the DM's the last message I can see is James's. I'm not sure what's happened there.

[#10]

Obviously an error, something or someone. All my messages are still posted and still there for us to see. Never mind, thank you for your help. Managed to get through to the Cancellation team with the mobile number you provided. All sorted.

[#11]

@csmith94 I suspect there is a problem with some DMs - a few months ago I had a protracted exchange with James and he never received any of my PMs, although I received his. There has also been mention from others that their DMs to James were not received. 

[#12]

---

@dlui88 wrote:
James in his last private message asked for my DOB which I duly replied. What is he waiting for?

---

Do you have the sent time stamp on this specific message @dlui88 ? Should be at the top of the PM message. 

Also, is there a 'Read' timestamp at all?

Will look to dig a little deeper on why this wasn't received.

[#13]

Sent 14/3/2024 a 6:24am
Not sure what is the read time stamp.

[#14]

@dlui88 

The READ time stamp should appear below the SENT time stamp.

If the PM remains unread, it will have a highlight bar to the left of the SENT MESSAGES list.

@NickBS 

Given staff do not read PMs direct in the forum, but they are read via LSR (as discussed elsewhere), is it more likely that the read flag does not get set for the PM message within the forum?  Thereby customers might have no direct confirmation that their PMs have been picked up.

One to add to your query with the product vendor?

[#15]

Yes - we've replicated this @Townman. Read stamp does not pull through and the conversation has been picked up with Khoros.