Moving home and want to take Plusnet

[#1]

We are moving in less than a month, phoned Plusnet today and was disappointed to hear that we cannot get the 150mb we contract for. We are only half way through the contract and understand that the only options are to use a local company who have an excellent reputation but we need to understand what Plusnets position is on the remainder of the contract?
Can’t anyone help?

[#2]

Reading your post, @Woodfish , you are moving to an address in an area not served by Openreach Full Fibre?

Unfortunately in that case, you will be subject to Early Termination Charges, as the situation is out of Plusnets control.

[#3]

While you may not be able to have "full fibre" what can Plusnet offer at the new address?

You will pay a good proportion of the cost of the remaining term if you cancel, you (probably) could have a slower service for the remainder of the term and then get the local supplier.

You may also find that the Openreach full fibre service arrives during the next 12 months. 

[#4]

This is one of the situations where the contract terms are not really fair.

If a customer has to move due to circumstances outside of their control - for example the end of a tenancy, or ill health forcing a move to a care home etc. - then ETCs are payable. If a customer moves to a location where Plusnet are unable to provide the same, or in some cases any, service then according to the contract ETCs are payable.

If a Plusnet supplier (i.e. Openreach) withdraw a product then Plusnet can break their contract without penalty - the removal of PSTN later this year in areas where ADSL is the only broadband available will result in all Plusnet's broadband customers being dropped without compensation. Yet if a customer moves to such an area they will still have to pay ETCs to end their contract. 

However, in the past I have helped arrange broadband for a number of relatives, and in two cases such as outlined above the ISPs (neither Plusnet) waived the ETCs - so it could be worth kicking up a bit of a fuss if Plusnet do enforce ETCs.

[#5 · Accepted solution]

I thought PN had changed the T & Cs a while ago to say that ETCs arent applicable if the service cant be supplied at the new address. 

From the Aug 2025 updated T & C https://www.plus.net/help/legal/terms/  applicable to contracts after July 2024

Broadband , Fibre & Full Fibre Service Terms  section 

9. Moving home

9.1. If you want to move your standard broadband, fibre broadband or Full Fibre broadband service during your minimum term you may have to pay a home move fee as set out in the Price Guide or enter a new agreement with us with a new minimum term.

9.2. If you have fibre broadband, but we can't provide it at your new home, you can move to our standard broadband service without penalty.

9.3. If you have full fibre broadband, but we can't provide it at your new home, you can move to our standard broadband or fibre broadband service without penalty if it is available in the area.

9.4. If we can't provide your current service(s) to your new UK address, you won't have to pay a fee to end your agreement early.

9.5. Other home move charges (such as fees for installing a new line) may also apply as set out in the Price Guide.

[#6]

Ah, thanks @MisterW, that's a new amendment to the T&Cs that I wasn't aware of. That is much better.

My only remaining concern is just what is meant by "If we can't..." - obviously it will cover the case where OR don't provide any FTTC or FTTP service, but what about moving to an address that already has broadband (e.g. moving in with relatives, or a care home), where Plusnet could technically provide a service but where the customer has no control over choosing broadband provider.

[#7]

In that case PN technically 'can' provide the service so I wouldn't expect ETCs to be routinely waived in those circumstances. Its a unfortunate situation and in those cases a call to COTS may be beneficial.

As regards the general waiving when OR cant provide the service, I vaguely recalled some discussion a while ago so had cause to go and check the T & Cs myself!. I would assume that any waving of ETCs must be done via the Home move team.

[#8]

Many thanks for the response, we were informed by the previous owner that the premises lists ‘a fibre broadband connection’ in the Home Inventory, to a local company called Wight Fibre. So, it would appear that I need to have a conversation with the home team today. In a previous (Military) life COTS meant ‘Commercially available, Off The Shelf’. I would be grateful if you could give me the meaning of your version of COTS. Thank you.

[#9]

@Woodfish COTS, in Plusnet-speak, is the Customer Options Team (0800 013 2632)

[#10]

Many thanks for all the responses. It is such a shame as we really don’t want to leave Plusnet as we have no complaints about the service, and the community has been brilliant.

[#11]

Just spoken to a lovely young lady call Bethany who agreed that as PN cannot provide the service they are contracted for we may, in these circumstances, leave without any termination fees. As we have given the required notice (2 Wks) we have terminated from the day of the move, all we have to do is return the router.
We are truly sorry to leave PN as they are one of the few companies whose product ‘does what is says on the tin’
Whe Openreach finally do get round to the Isle of Wight (12/15 months) we will be sure to be banging on PlusNet’s door again.
Thank you to all the Community members whose responses have been extremely accurate and helpful.

[#12]

I think you will be fine with Wight Fibre.

They have been very active covering many places on the island.

[#13]

Many thanks, that’s really good to know.