topic Account closing in My Account/Billing

Account closing

Hydramir — Sat, 22 Jan 2022 17:24:04 GMT

Can you please check my account. I recently received a email from Plusnet informing me that the account was being closed. This was after I ordered a new contract with Plusnet (Line rental + Broadband) previous package was broadband only. My dad was paying for the service at the time, now he's no longer here, so i tried changing the payment method to my bank account and it failed.

Also my Sister cancelled the BT line rental, so i think that may have had something to do with it.

Thanks.

Re: Account closing

Gandalf — Sun, 23 Jan 2022 09:03:09 GMT

Thanks for your post @Hydramir and welcome to our Community Forums.

I'm really sorry to see what's happened.

Unfortunately cancelling the home phone line rental would've absolutely had something to do with this, because our broadband services rely upon a phone line being active at all times, so when the line was stopped on the 16th December, the broadband service we were providing ceased and your account closed down automatically.

I'm afraid we can't revive your account or provide broadband without phone anymore as we no longer sell broadband only packages, but if you'd like to stay with us, I'd recommend creating a new account either by going online Here or calling our sales team on 0800 432 0080. Let me know if you've got further queries though.

Re: Account closing

Hydramir — Sun, 23 Jan 2022 13:56:47 GMT

Thanks for the help. I just made a new order.

Re: Account closing

Gandalf — Sun, 23 Jan 2022 14:33:32 GMT

Cheers for staying with us @Hydramir

I can see we're due to reactivate your phone line on Tuesday before midnight, and once that's done, we'll place your fibre order then confirm when the service will be live again, and post your new & upgraded router out to you.

Let me know how it goes.

Re: Account closing

Hydramir — Wed, 02 Feb 2022 20:35:21 GMT

Well my phone line and internet connection is up and running. Went smoothly, no problems.

Thanks again.

Re: Account closing

LaurenB — Thu, 03 Feb 2022 10:20:41 GMT

Hiya @Hydramir, thanks for the update! I'm pleased the services are up and running.

Should you have any further queries at all, please do just get back to us.