topic Re: Phone line early termination charge in My Account/Billing

Phone line early termination charge

KatG — Thu, 14 Aug 2025 15:22:12 GMT

Hi there,
I've just received an email from Plusnet, saying they're sorry to hear I'm moving my landline service and have informed me there is a termination charge.
However, I'm staying with Plusnet and have simply upgraded to full fibre, is it right that I'm still charged?

Re: Phone line early termination charge

jab1 — Thu, 14 Aug 2025 15:35:24 GMT

@KatG That sounds a little strange if you are staying with PN for Full Fibre (FTTP). If you move to FTTP with PN, your phone service is terminated on moving - PN do not offer VoIP phone service, but I wasn't aware they charged for termination of the phone service

@MisterW / @Townman - Have I missed something?

Re: Phone line early termination charge

MisterW — Thu, 14 Aug 2025 15:38:21 GMT

@KatG

is it right that I'm still charged?

No it isn't. I suspect that the email is sent out via automated systems as a result of the landline 'cease' order and isnt correct (I'm sure I've seen this before!). One of the PLusnet help team will be along shortly to confirm if my understanding is correct and there should be no early termination charges.

Re: Phone line early termination charge

Baldrick1 — Thu, 14 Aug 2025 15:38:05 GMT

@KatG Welcome to the Plusnet Community Fora.

Assuming that your landline was with Plusnet then this is a simple error. However, if you had a phone service with another company such as BT and cancelled it before the transfer to Full Fibre was completed, then this could have caused confusion as it would have been this that cancelled your previous service, not the move to Full Fibre.

Either wait for a Plusnet Agent to come along or ring in. Either way you should not be charged.

Re: Phone line early termination charge

KatG — Thu, 14 Aug 2025 15:41:26 GMT

Thanks all so far for the quick replies, no we've never been with anyone but Plusnet for the phone line.

Re: Phone line early termination charge

KatG — Thu, 14 Aug 2025 15:48:04 GMT

Thanks again, yep as confirmed just automated and no fee will be taken. Thanks folks.