topic Re: Help with moving in My Account/Billing

Help with moving

alexena — Mon, 27 Jan 2025 14:28:30 GMT

Hi. I just got keys for a new house but been with Plusnet for years and haven't had much trouble so I'd like to stick with them! Is it possible to somehow keep internet service at my current address and also get my new home supplied? Wanting to take our time moving so kind of need supply at both! Thank you.

Re: Help with moving

jab1 — Mon, 27 Jan 2025 14:39:49 GMT

The only way you could do that would be to set up a new account at the new place and pay for both connections. Or, if you want to keep your original account running, move that account to the new address, and set up a new one at your current home.

Either way, you will have to pay for both accounts, and, when you finally move pay early termination charges (ETCs) on the account you close.

My suggestion would be to contact Plusnet and ask their advice.

Re: Help with moving

MisterW — Mon, 27 Jan 2025 14:43:17 GMT

@alexena its not normally possible to have two services active at different addresses on the same account.

It would be possible to open a new account for the new home, leaving the existing account open at the old home and then cancelling the old account when the move is complete. There is a problem though if you use the Plusnet email service or have webspace , since they will disappear when the old account is cancelled and as @jab1 says there may be ETCs to pay.

Is there good mobile coverage at either the old or new house ? it might be worth looking at a temporary mobile broadband connection at one of the houses while you move

Re: Help with moving

Anonymous — Mon, 27 Jan 2025 18:56:06 GMT

@alexena

Do you actually need a hard wired, (ie FTTC or FTTP), connection at both properties at the same time?

I'm wondering if you might be able to make do with using a mobile phone as a WiFi hotspot using 4G/5G data, or even buying a 4G or 5G mobile WiFi hotspot and a pay monthly data SIM might be more economical, if you get a good signal at at least one of the properties? (As also suggested by @MisterW ).

Re: Help with moving

alexena — Tue, 28 Jan 2025 07:30:02 GMT

Hi Paul, and thank you everyone else for the suggestions! I've just created a new account and got it set up that way. I'll cancel the original account when we decide we're ready to move permanently. I'm really just trying to keep it simple for my Mum and Dad as they're not great with tech as it is! Can I ask though, would there be a problem with eventually switching the new account to my Mum's name and payment details? as right now I've just used mine and will pay for it so my mum isn't covering two bills.

Re: Help with moving

MisterW — Tue, 28 Jan 2025 07:38:03 GMT

Can I ask though, would there be a problem with eventually switching the new account to my Mum's name and payment details?

@alexena you won't be able to change the account name but you should be able to change the payment details

Re: Help with moving

alexena — Tue, 28 Jan 2025 07:49:03 GMT

Okay great, my concern was sometimes if the details on the account don't match the card, it might be refused? I guess it might not matter because it's still getting paid at the end of the day 😂 Thank you for all your help. It's much appreciated.

Re: Help with moving

Anonymous — Tue, 28 Jan 2025 07:50:22 GMT

@MisterW

"you won't be able to change the account name but you should be able to change the payment details"

Will doing it the way that @alexena has cause problems in the future?

For example if there is a fault, will their mother be able to report it as they will not be the account holder, will they?

@alexena

If preventing your mother from covering two bills is the purpose of this exercise, then it might be better to cancel the new account, (assuming that you are still within the 14 days "cooling off period"), and setting up a new one in your mother's name and just giving her the money to cover it?

Don't do anything just yet - wait for others to comment, in case I am wrong!

Re: Help with moving

jab1 — Tue, 28 Jan 2025 07:51:14 GMT

@alexena Plusnet are only interested in getting paid - who pays is of no concern to them.

Re: Help with moving

jab1 — Tue, 28 Jan 2025 07:55:39 GMT

@Anonymous wrote:

@MisterW

"you won't be able to change the account name but you should be able to change the payment details"

Will doing it the way that @alexena has cause problems in the future?

For example if there is a fault, will their mother be able to report it as they will not be the account holder, will they?

.

If @alexena is entered as a 'named person' on the account, that shouldn't be an issue - the only thing they won't be able to do is talk to PN about the financial side of things, but reporting a problem shouldn't be an issue.

Re: Help with moving

MisterW — Tue, 28 Jan 2025 07:59:06 GMT

Will doing it the way that @alexena has cause problems in the future?

For example if there is a fault, will their mother be able to report it as they will not be the account holder, will they?

@Anonymous a good point.

It will complicate things. As long as their mother is added to the account as an authorised user, then reporting a fault should be possible. What wont be possible , is renegotiating a new contract or change to the product. Tha cant ONLY be done by the account holder.

Re: Help with moving

Anonymous — Tue, 28 Jan 2025 07:59:13 GMT

@jab1

"If @alexena is entered as a 'named person' on the account, that shouldn't be an issue - the only thing they won't be able to do is talk to PN about the financial side of things, but reporting a problem shouldn't be an issue."

From the way it has been described, the new account has been set up in @alexena's name - so their mother should be the "Named person" on the account, shouldn't they?

Re: Help with moving

jab1 — Tue, 28 Jan 2025 08:02:20 GMT

@Anonymous You are correct - I misread the details.

Re: Help with moving

Townman — Tue, 28 Jan 2025 15:25:38 GMT

For utter clarity...

The account ID cannot be changed
The name of the account owner cannot be changed except in certain circumstances such as death (only to an immediate family member) or name change by marriage or de-poll see Letting us know about a bereavement | Help | Plusnet
The payment details can be changed as suits, though the legal obligation for payment remains with the account owner
A named person on an account can ask for support, but cannot request a chargeable change

If the account is created in @alexena 's name, it remains in their name forever and they retain all contractual obligations. If it is created in their parent's name, they hold the legal obligations until they are no longer able to**.

** Personally I am not sure what the position is if a legal power of attorney is invoked.

If a new account is created for the new property, then ETCs might become payable when the existing service is ceased.

If there is an email service attached to the existing account, that will be lost when the broadband service is ceased.

If there is a phone line associated with the existing service and it is intended to migrate that to VoIP for the new premises ... migrating the number will cease the existing broadband service.

There's dragons in these hills ... and alligators in those swamps!

Re: Help with moving

alexena — Tue, 28 Jan 2025 16:09:59 GMT

Ah, so really the thing I should have done was created the new account in my Mum's name, then used my card to pay for it until we were ready to cancel our old one, then she could take over payments on new house. Damn. Do you know if I'll be charged to cancel the current set up? They've sent router out but completion is marked for the 30th. I looked around on the account but can't see a cancel option and my phone signal is trash in the village were in after the storms. I really was just trying to save her paying two bills 😅

Re: Help with moving

jab1 — Tue, 28 Jan 2025 16:15:06 GMT

Which account are you calling 'the current set up' - your original account? If it is that one, when does the contract end?

Re: Help with moving

alexena — Tue, 28 Jan 2025 16:23:43 GMT

I misunderstood. Current set up, I'm referring to account for new property. In my name.

Re: Help with moving

jab1 — Tue, 28 Jan 2025 16:26:19 GMT

If you are still within 14 days of setting it up, as I think you are, then it will cost you nothing - but getting your initial payment back could take awhile due to PN's 'accounting system'.

Re: Help with moving

alexena — Tue, 28 Jan 2025 16:29:59 GMT

No problem. Problem of my own making! Do I have to phone to cancel? Our mobile signal isnt great after storm and I don't have a landline. I can't see an email or anything so I'm assuming so.

Re: Help with moving

jab1 — Tue, 28 Jan 2025 16:32:07 GMT

Unfortunately, @alexena , yes, you will have phone them. The only other option is via snail-mail, and I wouldn't trust that.