topic Re: Deleting PlusNet Account(s) in My Account/Billing

Deleting PlusNet Account(s)

CJT-80 — Sun, 02 Feb 2025 11:51:39 GMT

Good Afternoon,

I haven't been here for a while since my Mum moved to Vodafone, however (as per my previous post some months ago) the account with PlusNet remains live.

How can we arrange for the account to be closed?

Also once that's done, how do I delete my Community Account?

Thanks in advance.

Re: Deleting PlusNet Account(s)

jab1 — Sun, 02 Feb 2025 12:01:14 GMT

@CJT-80 You say 'the account remains live' - in what way?

If you wish your Community account to be closed, confirm it here, and I'm sure @NickBS will oblige.

Re: Deleting PlusNet Account(s)

CJT-80 — Sun, 02 Feb 2025 12:05:16 GMT

@jab1 wrote:

@CJT-80 You say 'the account remains live' - in what way?

If you wish your Community account to be closed, confirm it here, and I'm sure @NickBS will oblige.

@jab1 I can still log into the PN Member Centre with the details we previously used, I'd like to be able to remove that account entirely.

Once that's sorted I can ask @NickBS to sort out my PN Community Account

Re: Deleting PlusNet Account(s)

jab1 — Sun, 02 Feb 2025 12:09:34 GMT

OK - as I still have a 'mail only' provision with PN, I can still log in, so can't really say how an account can be/should be deleted. Maybe @MisterW could help here?

Re: Deleting PlusNet Account(s)

MisterW — Sun, 02 Feb 2025 13:17:02 GMT

I'm not sure I can help with definitive information. I suspect the account information has to be kept for some period but don't know exactly. I recall that when I left Plusnet mobile and the account was effectively closed , I could still login to view final bill etc for a considerable time.

We would need a staffer to confirm the exact situation.

Certainly a forum account can be 'anonomised' because there's no personal or financial information associated with it.

Re: Deleting PlusNet Account(s)

jab1 — Sun, 02 Feb 2025 13:22:07 GMT

Thanks, @MisterW . If I remember, I'll ask my sister what, if any, information she can access, she left PN (broadband) when she moved - ~3 years ago.

Re: Deleting PlusNet Account(s)

jgb — Sun, 02 Feb 2025 13:46:32 GMT

I left PN last July and can still log in, see the home page, see the bill and payments page (with my last credit bill anount showing), the referrals page,.and my tickets ( I still got one of those last Oct/Nov asking me to confirm my marketing preferences!). I suspect other pages are available if I search. I will be interested ti know if the account is ever fully deleted.

Re: Deleting PlusNet Account(s)

Townman — Mon, 03 Feb 2025 02:44:34 GMT

FWIW I can still access accounts closed in 2020.

Re: Deleting PlusNet Account(s)

corringham — Mon, 03 Feb 2025 09:36:54 GMT

I've just tried some of my family accounts that are "closed" for 2+ years, and I can log in and get the last bill overview and the message

Account Closing

You can't change your products for the moment, our system may be updating. Please try again later.

Plusnet aren't very good at housekeeping, which explains why some years ago after closing an account at one address I couldn't open an account with the same name at a new address (or reopen the previous one) because old accounts never go away.

Re: Deleting PlusNet Account(s)

LexLex2020 — Mon, 03 Feb 2025 13:11:41 GMT

Hi @CJT-80,

The only way to get the account closed fully would be for the account holder to speak to us over the phone to discuss the account.

Usually once an account is closed it will remain on our systems for some years before being fully destroyed.

Best number to call for this would be: 0800 013 2632

They deal with new account and cancellations.

Hope this helps,

Lex

Re: Deleting PlusNet Account(s)

CJT-80 — Mon, 03 Feb 2025 17:06:25 GMT

Hi @LexLex2020

Thanks for getting back to me, I am due to see the account holder (my Mum) in a few weeks, we will call the number you have provided once we are together and ask them if they can fully delete the account and the associated details.

Thanks again.

Re: Deleting PlusNet Account(s)

CJT-80 — Sat, 08 Feb 2025 12:59:38 GMT

Afternoon,

Weirdly after making this post and @LexLex2020 advising me what I needed to do regarding closing Mum's old account I have had a text from PlusNet on how to return the router, however we returned them when Mum moved to the other ISP. 😕

Re: Deleting PlusNet Account(s)

jab1 — Sat, 08 Feb 2025 13:02:41 GMT

@CJT-80 That is a generic message generated on account closure -ignore it.

Re: Deleting PlusNet Account(s)

CJT-80 — Sat, 08 Feb 2025 13:05:19 GMT

@jab1 Ah thank you, however I have not yet rang up to close the account.

Re: Deleting PlusNet Account(s)

jab1 — Sat, 08 Feb 2025 13:08:28 GMT

Maybe something done 'behind the scenes' by @LexLex2020 has kicked things off - I don't know, I'm not staff and obviously not privy to the PN systems. You can still ignore the message, though. 😀

Re: Deleting PlusNet Account(s)

Townman — Sat, 08 Feb 2025 14:47:47 GMT

I would not just ignore it; depending on when the account was contracted, the router could be a lent device which must be returned.

I would suspect that account closure journeys do not discern well the status of the router and request / demand that all are returned. Where the device is lent, there is a penalty charge for not returning it.

From the T&Cs...

11.3. We will loan you the Hub/router for the duration of your broadband service. When you end the service you must return the loaned Hub/router to us, or we will charge you a fee as set in the Price Guide. You must also keep the Hub/router in good condition while you are using it.

From the price guide - Other charges...

Hardware
Device	Price
Plusnet Hub One	£99.99
Plusnet Hub Two	£99.99

Personally I would be making certain that Plusnet know that the router has been returned previously. Might save hassle over £100.

Re: Deleting PlusNet Account(s)

jab1 — Sat, 08 Feb 2025 14:54:10 GMT

I get what you are saying, @Townman , but if @CJT-80 's mother hasn't got a Hub to return, how can she return it?😉

I understand what you are saying, though - the does appear to be a lack of cohesion in certain admin areas at PN .

Re: Deleting PlusNet Account(s)

CJT-80 — Thu, 13 Feb 2025 16:38:17 GMT

Thanks @Townman however the routers (both the Hub 1 and 2) where returned as soon as Mum moved from PlusNet to Vodafone via the Royal Mail.

Re: Deleting PlusNet Account(s)

jgb — Thu, 13 Feb 2025 17:14:48 GMT

Whether or not there is an obligation on the customer to return the routers depends on when the contracts under which they were supplied were taken out. If I recall correctly the effective date after which the routers were only effectively loaned and thus were to be retunrd was on or after 1 February 2023. Charges only apply to such supplied routers. I would think that the Hub 1 definitely does not fall into the chargeable category.

Of course Plusnet would welcome the return of older routers under their recycling obligations and they did send out blanket reminders from time to time.

When you retuned the routers did you not get receipts from the Post Office / Royal Mail confirming postage (I did)? If you have these they can be presented to PN as proof if necessary, as they clearly do not keep adequate records themselves.

Re: Deleting PlusNet Account(s)

CJT-80 — Tue, 25 Feb 2025 16:32:50 GMT

Just a quick update,

I rang the number provided by @LexLex2020 and the colleague I spoke to advised she has sent a request to have the member centre account remove to a back office team to and wait up to 5 days for it to be actioned.