topic Re: House move turned into a farce! in My Account/Billing

House move turned into a farce!

onlymeok — Wed, 08 Jul 2026 12:06:06 GMT

I've recently moved house, no problems in arranging old FTTP to a new FTTP at my new property. Moved house, everything was activated on the correct day and everything has been working fine since I moved in over a week ago.

Now the problem, I got an email from Plusnet yesterday stating that there is an issue with my account and I have to contact them as soon as possible. I rang Plusnet, they said do I have internet, I said yes, they said there is an issue with their Move Transfer Tool and that I have to setup a new username and password, new direct debit, go through all the questions again as though I'm being a new customer. I said I wanted to continue with my Fixed IP address as I've been a long standing customer and my IP had originally been moved. I was told his manager was going to contact me yesterday to confirm, nothing, today and still nothing. No wonder Plusnet ratings are going down hill, especially with the Greenby email debacle.

Re: House move turned into a farce!

Gandalf — Wed, 08 Jul 2026 12:23:04 GMT

Hey, apologies for what had happened.

I've activated your new account now and given you a new static IP.

If you're using a Hub Two, factory reset it using the pinhole at the back and you should be back online shortly after.

Re: House move turned into a farce!

onlymeok — Wed, 08 Jul 2026 12:38:49 GMT

Many thanks Gandalf, new username and password is working, thanks for allocating a new static IP.

Re: House move turned into a farce!

onlymeok — Thu, 09 Jul 2026 11:57:17 GMT

It now looks like Plusnet have taken out money for my old account today, yet took payment yesterday for my new account.

Re: House move turned into a farce!

Christopher_G — Fri, 10 Jul 2026 14:35:29 GMT

Hi @onlymeok

if you speak with our customer support team, they'll be able to check your account and look into this for you. They should be able to explain what has happened or correct any problems, if there are any.

Let us know how you get on please.

Chris