topic Re: Account cancellation penalties when account upgraded in My Account/Billing

Account cancellation penalties when account upgraded

AndyD_OHD — Tue, 17 Jun 2025 16:31:40 GMT

We have recently had FTTP arrive in our rural location. We have enquired into upgrading our internet package but have been told that an upgrade would mean a loss of landline, which is to be expected considering the changes that are coming into effect, although retaining a Digital Voice/VOIP capability would have been nice. We like the PN service and support but fear we will have to move to another company as we have retired family in their 80's living in the EU and they are a priority to keep in touch with and changing our numbers for them might be a bit of an effort. What I wondered was whether, having over a year or thereabouts in our contract, there are penalties for closing our cancelling our contract and transferring our number elsewhere?

Re: Account cancellation penalties when account upgraded

bmc — Tue, 17 Jun 2025 16:42:23 GMT

@AndyD_OHD

Only a staff member can tell you the ETC if you phone in.

You can stay with PN but move your landline to an independant VOIP provider. You can't do this until you upgrade so would probably result in a few days downtime.

PN will move you to EE free of charge is you phone and ask. However they may not be your preferred internet provider. Moving to an ISP who offers both is the easiest option - you have to work to set up your phone with an independant supplier.

Note that VOIP doesn't work during power cuts.

Depending on your phone usage A&A may be worth a look. If nothing else they have a good FAQ page on VOIP. Or Zen Internet for a combined service.

https://www.aa.net.uk/voice-and-mobile/voip-information/

Brian

Re: Account cancellation penalties when account upgraded

Marksfish — Tue, 17 Jun 2025 18:26:11 GMT

There are a couple of gaining isp's out there that will pay your termination fees (up to £300), may be worth a look when you get your early termination fee.

Mark

Re: Account cancellation penalties when account upgraded

AndyD_OHD — Tue, 17 Jun 2025 18:26:22 GMT

Hi Brian,
I read a few of your advice posts today and than you for replying to mine. A friend has recently gone to Zen and highly recommends them so I think they may be our chosen provider of both telephony and internet services. I'll give PN a call to find out about the present contract we are signed up to.
Thanks

Re: Account cancellation penalties when account upgraded

markhawkin — Tue, 17 Jun 2025 19:19:44 GMT

If you are reasonably capable with setting devices up, a VoIP service might be a good answer. For low usage (or generally incoming calls) Andrews & Arnold are generally well thought of.

If you buy the VoIP service from them they will send out preconfigured phones (typically DECT cordless) which might make the process fairly painless.

Plusnet not offering telephony on full fibre services must have been good for Andrews and Arnold!

Re: Account cancellation penalties when account upgraded

bmc — Tue, 17 Jun 2025 21:09:18 GMT

@AndyD_OHD

If you login to your PN Members page you should find your account details on there.

If you leave PN you lose any add ons you may have, including email.

Brian

Re: Account cancellation penalties when account upgraded

AndyD_OHD — Tue, 17 Jun 2025 21:35:23 GMT

Thanks Brian, we generally use my own domain as well as yahoo and Gmail for emails. The European Calls package was useful but I see Zen has something similar.