topic Re: Moving house in My Account/Billing

Moving house

zl — Tue, 25 Mar 2025 14:16:59 GMT

Hi team,

I’m moving house next month and hoped to stay with Plusnet and renew my contract. Your website says I have to call you. I can’t call you due to a disability. Can you help me sort this without calling you? Wild to have to ask this in 2025, please consider making it easier for your disabled customers.

Thanks - Z

Re: Moving house

lahbrannan1 — Tue, 25 Mar 2025 14:44:38 GMT

Hi @zl

Thank you for your recent message.

I regret to inform you we would need to speak to the account holder in scenarios where contractual changes are being aggreed, this is to ensure we are complaint with GDPR regulations.

I would recommend you contacting us when a trusted person is with you to assist. Alternatively, please explore the below which may be of us to you whilst calling.

Relay UK - homepage | Relay UK (bt.com)

Apologies for any inconvenience caused. Should you have any further queries then please do not hesitate to get in touch.

Re: Moving house

bmc — Tue, 25 Mar 2025 14:51:38 GMT

@zl

Are you registered with PlusNet as "vunerable"? If not, you should do so via your Member's page.

Brian