topic Re: Moving home in My Account/Billing

Moving home

Carlosw1022 — Fri, 17 Oct 2025 14:14:54 GMT

Hi,
I will moving home and need to transfer my service to my new address.
I’ve tried on the call waiting for over 30 minutes.
So apart from calling them, is there any other way to contact them?
If the service is unavailable, why not to say so, and avoid waste people time?

Carlos

Re: Moving home

Mav — Fri, 17 Oct 2025 15:17:55 GMT

Moderator's note(s):

Thread moved from General Chat to My Account/Billing.

Re: Moving home

Alex_H — Sat, 18 Oct 2025 14:28:09 GMT

Hi @Carlosw1022,

Thanks for visiting the Plusnet Community

I am sorry you were unable to get through to our team the other day. Setting up to move your services to a new address will require calling our moving team. You can contact them on 0800 587 1952. Our help page has more information on the home move process.

Alex

Re: Moving home

Carlosw1022 — Sat, 18 Oct 2025 15:03:51 GMT

I’ve tried calling the number contact them, but it’s waiting on the call about over 30 minutes still no body answer me.
So have you got any other way to contact you guys please?

Re: Moving home

Alex_H — Sun, 19 Oct 2025 11:27:48 GMT

@Carlosw1022 We do only offer the option to contact the home move team by phone currently. I do appreciate waiting in a call queue can be unpleasant and I am sorry you were unable to get through after waiting 30 minutes previously. It is not always that busy though, for example you should get through in about 10 minutes right now.

Alex

Re: Moving home

KeithM1 — Mon, 16 Mar 2026 15:28:48 GMT

I just tried calling, and got the same message about waiting 30 minutes. We are moving home, but not selling the old address immediately. I wanted to ask if it's possible to have more than one connection on the same "My Account". Or do I need to setup a new account with a different email address to keep them separate?

Re: Moving home

jab1 — Mon, 16 Mar 2026 15:34:52 GMT

@KeithM1 No - if you want to keep the connection at your current address after you have moved, you will have to set up a new account at the new address.

Re: Moving home

bmc — Mon, 16 Mar 2026 15:53:45 GMT

@KeithM1

Do you use PN email? If it's not been migrated to Greenby you would lose it when you cancel your old account. You would probably be liable for Early Termination Charges on this account.

Brian

Re: Moving home

KeithM1 — Mon, 16 Mar 2026 16:27:19 GMT

@jab1 - thanks.

I might have misunderstood, but it seems like creating a new account (that's active at the same time as the old account) will force me to use a different email address. Not a terrible problem, just a pain when accounts use email addresses as part of the uniqueness checks.

Re: Moving home

jab1 — Mon, 16 Mar 2026 16:32:50 GMT

@KeithM1 As @bmc has said above, unless your current email with PN has been migrated, you will lose that when your current account is closed, anyway - PN do not include an email account with new accounts.

You could of course use a Gmail/Yahoo address.

Re: Moving home

KeithM1 — Mon, 16 Mar 2026 16:51:11 GMT

@jab1 - there might be some confusion here. I'm not using PN email, never have, never will, and no need for any email migration. It's my external email address shown on the "Manage your account" page.

The username and account number should be enough for uniqueness of an account. But if the external email address also has to be unique to an account, and cannot be used for more than one account, so be it.

Re: Moving home

jab1 — Mon, 16 Mar 2026 17:13:55 GMT

@KeithM1 wrote:

The username and account number should be enough for uniqueness of an account. But if the external email address also has to be unique to an account, and cannot be used for more than one account, so be it.

I don't see why not, but it is nearly 15 years since I signed up to PN, and things may have changed. I know when I signed up with my current ISP, all they asked for was am email address, with no other restrictions.

Re: Moving home

KeithM1 — Wed, 25 Mar 2026 17:23:00 GMT

@jab1 and all

I'm glad to say I had no trouble creating a new user account with the same email address, but a different username.

I just have to keep my wits about me when I logon, to use one of the two usernames, and not the email address.