topic Re: Switching provider in My Account/Billing

Switching provider

Staffy100 — Thu, 16 Apr 2026 18:14:31 GMT

My contract is due to expire soon and I'm thinking of moving to a new provider. I was wondering if someone could clarify a few things for me please?

If my contract end date is say 1st May, when can I ask my new provider to start /activate my service with them? Would it be 1st May or 2nd May? If my understanding is correct, my contract is still with PN on 1st May so does that mean I'm free to leave on 2nd May or is there an overlap allowed between PN and the new provider on 1st May? i.e. I'll be with PN on 1st May for part of the day until the new provider flips the switch to move me over to them on the same day and no termination fee is applicable (I know it should be minimal if there is one).

Would I be correct that I don't need to cancel my PN contract and just leave everything for the new provider to sort out?

Is it standard practice to specify a switch day with a new provider or do they make the switch any day between 10 and 14 days of me placing my order? If I can specify a switch day, can I place my order with the new provider any time and just let them know when I want to switch to them?

Thanks

Re: Switching provider

jab1 — Thu, 16 Apr 2026 18:24:34 GMT

@Staffy100 If you wish to move providers, I would suggest you start the process around a fortnight prior to your hoped-for date, but be aware that if it involves any BT/Openreach activity, then that depends on OR engineer availability, so it could be a little later.

In effect, you place the order with the new supplier and they should apply best endeavour to accommodate you, but note my comment re OR above.

It is up to the gaining provider to process the switch.

Re: Switching provider

bmc — Thu, 16 Apr 2026 18:43:32 GMT

@Staffy100

If 1st May is your end of contract date then you'll pay your bill at the end of April. If you move anytime after this then the worst case is you lose what you've paid for up to the end date.

There are other things to consider. What product (service) are you on? If its FTTC with a phone then you'll lose the phone service. If Full Fibre then it's a simple switch.

If you're on FTTC and Full Fibre is available you might be asked to move to this - it sepends on whether or not your Exchange is a Priority Fibre Exchange.

Lastly, do you use PN email?

Brian

Re: Switching provider

Staffy100 — Thu, 16 Apr 2026 19:51:40 GMT

Thank you for your replies. Good point about OR. Yes, I'll be moving onto full fibre from FTTC so will need them to give me a new connection point into the house. With this in mind would it be wise to start the process sooner than a fortnight before my contract end date but specify an activation date of 1st May (in my example) so as to (hopefully) get everything in place ready for switchover? I'm not sure about the soonest I can kick off the process. I've seen 14 days being mentioned in a few places but is that a maximum or just a common suggested time period?

I don't use PN email so that's one thing less to think about.

Re: Switching provider

jab1 — Thu, 16 Apr 2026 19:59:50 GMT

If you are switching from FTTC to FTTP, that introduces a further complication, as it involves the installation of the CSP and ONT, and therefore needs the installation engineer to be booked. Exactly how far away from the end of your current contract are you?

Re: Switching provider

bmc — Thu, 16 Apr 2026 20:12:35 GMT

@Staffy100

Is Full Fibre already installed in the property? If It is, it shouldn't cause any major problem.

I would be tempted to iniatiate the move now and, if given the opportunity to do so, specify the date. If it happens before the 1st May you lose a few pounds. If after, PN will put you on the out of contract price. Note that the PN bill is generated about a week in advance so may charge you for a full month. If so, it usually sorts itself out the following month when you get a refund from when the service switches.

Brian

Re: Switching provider

jab1 — Thu, 16 Apr 2026 20:18:58 GMT

@bmc I doubt FTTP is already installed, or the OP wouldn't be 'moving from FTTC to FTTP'.

Re: Switching provider

bmc — Thu, 16 Apr 2026 20:31:07 GMT

@jab1

Quite right too - my grey matter isn't working well tonight. I was half way through suggesting the OP phone the house move team before I remembered.

In which case I most definitely would suggest placing the order asap.

Brian

Re: Switching provider

Staffy100 — Thu, 16 Apr 2026 20:38:08 GMT

Ahh. I didn't realise about the extra complication about going from FTTC to FTTP (no full fibre at the house currently). My contract ends beginning of June so I've got a good amount of time to sort this switch (I think!). So, if I can sort out a new provider now, put in the order with an activation date of June so that I don't incur penalties, I'm happy to start the process. I wasn't too sure if now is too soon to place my order or if I have to wait until 2 weeks before my contract end date at the earliest.

It sounds like if I can't get the timing right, it should cost a few pounds either due to early termination or higher out of contract price so not as bad as I thought it would be.

Re: Switching provider

jab1 — Thu, 16 Apr 2026 20:44:45 GMT

The thing is, you don't know when they would be able to install the FTTP infrastructure, and as you are only ~6 weeks away from your contract end date, starting it now would be a good idea. Either way, you might get hit with either minimal ETC's, or a minimal time on out-of-contract pricing.

Re: Switching provider

Staffy100 — Thu, 16 Apr 2026 20:46:30 GMT

Thanks for the suggestion @bmc

Re: Switching provider

Staffy100 — Thu, 16 Apr 2026 20:48:45 GMT

Thanks @jab1. Yes, I think I start the process now. It doesn't sound so bad now that I talked through it with you guys 🙂

Re: Switching provider

Townman — Thu, 16 Apr 2026 21:40:16 GMT

To clarify a statement above - you’ll not lose anything. Things will work as follows…

If your minimum contract period ends 1st May, then you have already paid to end of the minimum term
You can start the move to an alternative supplier now
If they commence service before the end date you will get a refund of fees pre-paid for the rest of the month but. Ight have ETC charges to pay - IIRC generally ETCs are not charged for the last 14 days
If the service commences after 1st May, Plusnet will bill for another month at out of contact prices
When the move is completed after 21 days Plusnet will issue a final bill, which will credit any unused period

Continiius billing ensures that the service is not terminated in the event of the new supplier finding issues and thereby giving rise to delays in service commencing.

Whatever DO NOT advise Plusnet of an anticipated end date - leave that all to the new supplier.

Why are you moving?

Re: Switching provider

Staffy100 — Thu, 16 Apr 2026 21:55:35 GMT

That's great @Townman. That's a great explanation of the process and cleared things up for me 👍 . I'm leaving because I still need a phone connection and found a better price elsewhere (I did read about using another provider for calls whilst staying with PN)

Re: Switching provider

markhawkin — Fri, 17 Apr 2026 09:26:58 GMT

A relative moved from Plusnet to BT (due to wanting to retain the landline) and it was about 4 weeks from the original order to the Openreach full fibre install appointment.

I would allow a month before contract end and accept the risk of being charged for a few days by Plusnet.

Re: Switching provider

bmc — Fri, 17 Apr 2026 11:36:35 GMT

@Staffy100

If I understand correctly once OR have accepted the order and confirmed an install date you get the option of delaying this to a later date that suits you (you need to be present for the install).

If you get a reasonable quick date I would consider delaying until 9 or 10 days before the end of your contract. This means that, all things being well, the PN system will know you're leaving and will not generate a full months bill at out of contract rates. The bill is generated 7 days in advance of the billing date.

Brian

Re: Switching provider

MisterW — Fri, 17 Apr 2026 11:45:23 GMT

@bmc

This means that, all things being well, the PN system will know you're leaving and will not generate a full months bill at out of contract rates.

It doesnt work like that I'm afraid. Leaving dates can change, so until leaving actually happens, billing continues as normal (monthly in advance). Around 21 days after leaving , a final bill is generated taking into account any refund due.

Re: Switching provider

Staffy100 — Fri, 17 Apr 2026 17:16:45 GMT

Thanks for the heads up about a potential delay with OR @markhawkin . Will get this going!