topic Name Change in My Account/Billing

Name Change

jonbrownm — Wed, 22 Oct 2025 10:16:20 GMT

Hi, I need to change the name of the account holder on my Plusnet Account. It is no longer correct for Billing purposes.

I am the secondary Authorised user and I would like the account to be held in that name because I now pay the bill for the account.

How can I get this changed?

Re: Name Change

jab1 — Wed, 22 Oct 2025 10:20:52 GMT

@jonbrownm For that to happen, the current account holder would have to cancel their account (paying any ETC's), and you would have to open a new account in your name.

Re: Name Change

corringham — Fri, 24 Oct 2025 08:47:22 GMT

As John said, it isn't possible to change a Plusnet account to a different person. However, as you probably know it doesn't have to be the account holder's account that payments are made from, so as an authorised user you can pay the bill and manage the account. The only downside is that if you didn't pay the account holder would be liable.

If you are still in contract I would let the existing contract run until less than a month from the end, and then I'd take over the Plusnet connection as a new customer (and get whatever rewards are on offer at the time).

Re: Name Change

Townman — Tue, 28 Oct 2025 07:59:50 GMT

Is there a lasting power of attorney involved here or a bereavement? In those circumstances there could be exceptions to the rules. You’ll need to call customer services.

Re: Name Change

jonbrownm — Mon, 03 Nov 2025 09:43:20 GMT

No the name is just required to ensure the right owner is on the broadband account not related to any death.

I'm assuming you can't have dual name on the account/bill, besides the secondary named which is only required when speaking to an agent?

Thanks for your help.

Re: Name Change

Townman — Mon, 03 Nov 2025 10:12:24 GMT

The name on the "account" is actually the name on the CONTRACT, regardless of who pays the bill. A contract cannot be transferred other than in the circumstances of a bereavement, name change by de-poll or (I think) LPoA.

Only the CONTRACT holder can change something on the contract which entails a change in charges.

If you want your name on the bill, then you'll need to arrange a change of contract, which will entail ETCs and a new agreement period. Official guidance can be found by calling COTS...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Call this number 0800 432 0080 and press 2 and it takes you straight to a Sales/COT advisor. You get two simple options of 'are you an existing member' or 'are you new'.

Open

8am - 8pm Monday to Friday
9am - 7pm Saturday
9am - 6pm Sunday

Re: Name Change

corringham — Mon, 03 Nov 2025 10:06:50 GMT

@Townman wrote:

A contract cannot be transferred other than in the circumstances of a bereavement, name change by de-poll or (I think LPoA.

In the case of an LPoA the account name should not need to be changed or a new contract created - but the LPoA must be registered with the account. An Attorney acts for and on behalf of the account holder - exactly as if they were the account holder, but without being the account holder. (At least that's how it works in every case I've been involved with).