https://community.plus.net/t5/My-Account-Billing/Account-not-closing/m-p/2055649#M77587 <P>Hi <SPAN style="background: var(--ck-color-mention-background); color: var(--ck-color-mention-text);"><a href="https://community.plus.net/t5/user/viewprofilepage/user-id/150031">@Staross</a></SPAN>,</P> <P>It sounds like you've had to chase this multiple times, which is understandably frustrating, especially after being told the account had already been closed and your router was returned.</P> <P>It's likely that the bill was produced before the cancellation was put in place, and if that's the case, then you'd be refunded for the days that the line was cancelled.</P> <P>I think important that we get a guide to look into your account so that they can give you some clarity on the current situation, so I'd recommened <A href="https://www.plus.net/contact-us/" target="_blank">getting in touch</A> with us as soon as you can.</P> <P>Chris S</P> Sat, 15 Aug 2026 10:38:55 GMT Chris_S 2026-08-15T10:38:55Z https://community.plus.net/t5/My-Account-Billing/Account-not-closing/m-p/2055536#M77579 <P>Hi all,&nbsp;</P><P><BR />I have moved home for about 5/6 months now, and my account is still not terminated. When I moved I wanted to take Plusnet with me as I still had time on my subscription, but the agent said they couldn't supply my new address and proceeded to close my account with no fee. I received a confirmation email and I sent my router back a few days after at the time.&nbsp;</P><P>&nbsp;</P><P>For the 2/3 following months I received bills with some £1 credit. I didn't really got concerned, there was a banner on my account stating a change was in progress. A month or so ago I called them to understand what was going on and I was passed to the cancellation team. The agent apologised, confirmed they had received my router, and said everything was resolved and closed.&nbsp;<BR /><BR /></P><P>Today I received a £27 bill, as if my subscription was restarting. I called again and the cancellation team seemed fairly not understanding on how to close my account. At some point the lady contacted another dept and told me that she'd close my account as of today. At the end of the call she prompted me to call back again if there was any other issues.&nbsp;<BR /><BR /></P><P>&nbsp;</P><P>However I checked and the account is still open and the £27 bill is still there.&nbsp;<BR /><BR />If anyone knows please help cause I don't know what else to do.&nbsp;</P><P>&nbsp;</P><P>&nbsp;</P> Thu, 13 Aug 2026 23:42:06 GMT https://community.plus.net/t5/My-Account-Billing/Account-not-closing/m-p/2055536#M77579 Staross 2026-08-13T23:42:06Z https://community.plus.net/t5/My-Account-Billing/Account-not-closing/m-p/2055649#M77587 <P>Hi <SPAN style="background: var(--ck-color-mention-background); color: var(--ck-color-mention-text);"><a href="https://community.plus.net/t5/user/viewprofilepage/user-id/150031">@Staross</a></SPAN>,</P> <P>It sounds like you've had to chase this multiple times, which is understandably frustrating, especially after being told the account had already been closed and your router was returned.</P> <P>It's likely that the bill was produced before the cancellation was put in place, and if that's the case, then you'd be refunded for the days that the line was cancelled.</P> <P>I think important that we get a guide to look into your account so that they can give you some clarity on the current situation, so I'd recommened <A href="https://www.plus.net/contact-us/" target="_blank">getting in touch</A> with us as soon as you can.</P> <P>Chris S</P> Sat, 15 Aug 2026 10:38:55 GMT https://community.plus.net/t5/My-Account-Billing/Account-not-closing/m-p/2055649#M77587 Chris_S 2026-08-15T10:38:55Z