topic Re: How to close my account or part of it? in My Account/Billing

How to close my account or part of it?

Cartyhome — Thu, 01 Jun 2023 11:19:31 GMT

After getting past the endless AI robot 'prove that you are human by clicking on these grainy photographs of a dead cat' I am finally in!

So I have a BB and Phone account and my contract is due to finish next month. I want to terminate the BB and keep the landline.

I've searched for the last hour to do this simple task on here and .... nothing.

I've used the chat AI robot and tried to narrow it down and ..... nothing.

I've called the 0800 number and tried every department number and .... 'all of our operators are busy, please hold ... and then it automatically terminates the call at 2 min 26 seconds. EVERY TIME!!

So how the 'frig' is a customer supposed to do a simple task like, terminate one of the services or (I'm now thinking this company is beyond useless) terminating the whole account?

Re: How to close my account or part of it?

jab1 — Thu, 01 Jun 2023 11:27:36 GMT

@Cartyhome Welcome to the forum. It is not possible to do as you wish - Plusnet only provide a combined phone/broadband service, as do the vast majority of ISPs. Do you mean you wish to move to another broadband provider, or totally eliminate your broadband?

Re: How to close my account or part of it?

Baldrick1 — Thu, 01 Jun 2023 11:28:10 GMT

@Cartyhome

The answer is that Plusnet no longer offer phone line without broadband accounts.

Re: How to close my account or part of it?

Cartyhome — Thu, 01 Jun 2023 11:37:44 GMT

I already have another provider for my broadband needs.

I just wanted to keep the landline. Odd that Plusnet can't offer this service when they designate the 2 services individually on the billing?

In which case, how do I terminate my account which is due to end its contract mid June?

I keep reading about numerous customers who have had problems making this happen and still being billed. I want to ensure this will not happen.

Re: How to close my account or part of it?

jab1 — Thu, 01 Jun 2023 11:43:17 GMT

Who is this other provider - as I have said previously, all (mainstream) ISPs, apart from one, now provide a combined phone/BB package.

You phone and BB package with Plusnet will terminate when your new ISP takes over.

Re: How to close my account or part of it?

Cartyhome — Thu, 01 Jun 2023 11:48:28 GMT

The other provider is a specialist broadband only provider in a rural area.

They don't offer phone packages. However that isn't really your concern.

If someone could still answer the question please, HOW do I close the account to prevent additional payments beyond the end of the contract?

Re: How to close my account or part of it?

Cartyhome — Thu, 01 Jun 2023 11:49:39 GMT

The service provider is connected to another building. So I will not be transferring it 'from' Plusnet. I just want to terminate Plusnet

Re: How to close my account or part of it?

jab1 — Thu, 01 Jun 2023 11:51:33 GMT

In that case, as closing your Plusnet account - whichever way it is done - will disconnect your phoneline at the same time, I suggest you contact BT to see if they will offer a phone-only option.

Re: How to close my account or part of it?

jab1 — Thu, 01 Jun 2023 11:52:21 GMT

@Cartyhome wrote:

The service provider is connected to another building. So I will not be transferring it 'from' Plusnet. I just want to terminate Plusnet

So you are moving properties, too?

Re: How to close my account or part of it?

Cartyhome — Thu, 01 Jun 2023 11:59:21 GMT

Blimey this is really HARD work. How much time does it take to ask a simple question and get a complete answer.

HOW do I terminate the account with Plusnet please?

What is the conrect process? I can't call and get through, there's no email account, so do I have to write?

If so where to and by what time in advance of terminating the contract at the end?

Thank you

Re: How to close my account or part of it?

jab1 — Thu, 01 Jun 2023 12:02:26 GMT

As your new provider is not taking over the service, I suggest you write to:

Plusnet PLC

The Balance

2 Pinfold Street

Sheffield

S1 2GU

giving 30 days notice.

Re: How to close my account or part of it?

Cartyhome — Thu, 01 Jun 2023 12:05:33 GMT

Thank you!!

For an 'award winning' service in the world of service providers you guys really have got to be the pits.

It has taken my almost 2 hours to resolve this. A 30 second phone call at most in the old days when 'customer service' actually meant something!

I do hope this thread stay up to warn others of the difficulty of doing this simple task.

Under the terms of Ofcom this should be clear and easy to do on your website.

Re: How to close my account or part of it?

jab1 — Thu, 01 Jun 2023 12:09:14 GMT

I am not PN staff, merely an (ex)customer who tries to help others.

The details are available in the 'Code of Practice' link at the bottom of each page on the forum.

Re: How to close my account or part of it?

Cartyhome — Thu, 01 Jun 2023 12:48:16 GMT

Just FYI I followed the Code Of practise link you mentioned and it would appear the 30 days notice you mentioned is incorrect?

"We require 14 days' notice in order to cancel a residential account and 28 days' notice to cancel a business account. The notice can be provided either by notifying us directly via phone or in writing, or if you're moving to another provider, we will accept that provider's order notification as notice.

The notice period starts from the time we receive the cancellation request. If the cancellation request is withdrawn for any reason during the notice period, a new request needs to be made and a new notice period will commence.

When a cancellation is requested, we will schedule this to take place at the end of the notice period. However, if this date falls on a weekend, the cancellation will be scheduled for the next working day.

For a cease of service, as opposed to moving to another provider, it is possible to:

specify a cancellation date after the notice period. In this case, a one-off payment will be taken at the time the account is scheduled for cancellation. This payment will include all subscription charges up until the end of the requested period and no further subscription charges will be payable. Although you will still have to pay for usage charges and any additional services (such as any chargeable calls you make before the account is cancelled) once the account is closed; or
close an account sooner than the notice period. In this event any payments due up until the end of the notice period will be required as a final one-off payment before the account closure can be scheduled."

Re: How to close my account or part of it?

jab1 — Thu, 01 Jun 2023 12:53:15 GMT

Sorry, it is 12 years+ since I read those terms of service and I don't remember everything exactly - do you?

Anyway, you now have all the details you require.

Re: How to close my account or part of it?

Townman — Mon, 05 Jun 2023 11:33:43 GMT

If you want to KEEP your existing phone number / phone service then YOU need to find a new phone service provider. Getting your phone service taken over by another provider will terminate the services supplied by Plusnet entirely.

You just need to time that right to avoid ETCs and out of contract charges. Planning that circa two weeks before the end of contract should avoid ETCs (you will already have paid to term). If the service switch is close to the billing date, you will be billed for the following month at the out of contract rate. After the service is ceased, the final bill is usually provided within 21 days and any balance due will be returned to the paying account within a further 10 days, so do not cancel payment arrangements.

In some areas you cannot now obtain a copper borne service, so you might be forced to (or indeed wish to) look at VoIP service providers, who will deliver telephony services over your internet connection (as opposed to delivering broadband over a voice circuit).