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Comms Factory Limited - Moving to Plusnet FAQ

Comms Factory Limited - Moving to Plusnet FAQ

Comms Factory Limited - Moving to Plusnet FAQ

Welcome to Plusnet.
These FAQs should help to answer any questions that you may have about your phone and/or broadband switch.
If you need any further information, please call 0800 008 7286 (24Talk), 0870 224 8791 (Your-Team), 0845 450 5020 (Yourcalls) or 0845 241 0908 (24Talk business).


1. Why is my service moving to Plusnet?

Plusnet has acquired phone and broadband providers 24Talk, Yourcalls and Your-Team - all brands of the Comms Factory Limited. At this time, we're working with Comms Factory Limited to ensure that you'll continue to receive the great service that you've come to expect.

2. Who are Plusnet?

Plusnet provide the UK with award-winning broadband, phone and super fast fibre optic broadband. We received our fifth consecutive Which? Recommendation for broadband in September 2013 and we're also recommended for broadband and phone. In a recent independent survey, Plusnet customers were found to be more satisfied than those of Sky, Virgin and TalkTalk, mainly due to our 24/7 UK based customer support.
In 2013 Plusnet has won several industry accolades, including the prestigious 'Best Customer Rated Home Broadband' awards from uSwitch and 'Best Value Broadband Provider' in the Simplifydigital Customer Choice Awards. We swept the board in the Home Broadband Survey 2013 too. Find out more about our awards.
As well as being known for providing residential consumers with broadband and home phone, Plusnet has always offered business connectivity too. For over 16 years we've provided cost-effective, reliable services to businesses throughout the UK. You can rest assured if you need any support our dedicated UK-based business specialists are available 24/7, 365 days a year. Learn more

3. When will my service move to Plusnet?

We'll be moving accounts over to Plusnet throughout October and November 2013. Your phone and/or broadband will be switched during this time.

The Transfer

4. Will I lose my connection during the switch?

Broadband - You must ensure that your router is switched on at all times from now and throughout the switch to ensure that your service transfers with no issues. We have sent you a letter which outlines the date when it will be safe to switch your router off.
Telephone - Everything should transfer over without interruption but you will lose some call feature settings (call divert, stored voicemails, call waiting and call barring). You can re-add these features after the switch is complete on 1st December 2013.
If you have any further problems with your or phone or broadband connection, please call:

  • 24Talk on 0800 008 7286
  • Your-Team on 0870 224 8791
  • Yourcalls on 0845 450 5020
  • 24Talk business on 0845 241 0908

5. Will my account username and password change?

You'll need a Plusnet Account Username and Password to log in to our website. We'll send these to you in separate letters.

6. Will I need new broadband hardware?

No. You can keep using your current broadband router and you won't need to change any settings. If you have problems with your connection after 1st December 2013, try switching your router off, leaving it for 10 minutes and then switching it back on again.
If you continue to have issues, please call:

  • 24Talk on 0800 008 7286
  • Your-Team on 0870 224 8791
  • Yourcalls on 0845 450 5020
  • 24Talk business on 0845 241 0908

7. How will I access my account online?

From 1st December 2013 you'll be able to log in to our Member Centre to manage your account. You'll need your Plusnet Account Username and Password - just choose 'Plusnet' from the drop down menu.
Once you're logged in you can view your broadband/phone usage, monthly bills, change your package, add services and much more.
We'll send you a welcome letter with more details on how to use the Member Centre.
If you don't have Internet access, you can safely use the Plusnet Member Centre from a public computer i.e. An Internet Cafe. We enforce robust IT Security access policies to ensure that your personal information remains confidential.

8. Will my email address stay the same?

Yes, your existing email address will continue to work before, during and after the switch to Plusnet.
You'll be able to access your email in exactly the same way and use your email address as normal. If you currently use a mail program such as Outlook or Mac Mail to check your email, your contacts, emails and drafts will still be accessible after the transfer.

9. Will my web and email hosting move?

No, it'll continue to be hosted by your current provider. You will be able to login and access your emails via exactly the same method. Over a longer period of time, email hosting will be switched to Plusnet.

My Service

10. Will my monthly price change?

The standard monthly price for your broadband and line rental will either remain the same, or be lower. We'll send a letter to confirm your monthly pricing details.
There'll be some changes to charges for calls made outside of your inclusive allowance and for additional services such as call features.
For further details please see Comms Factory Limited - Plusnet package guide.

11. Will my services change?

Yes, each service will be moved to an equivalent Plusnet package. Our packages have different features and pricing to those offered by your current provider, but we'll make sure you pay the same price or lower for your line rental, call plan and broadband. You'll also keep your current call features, including those not currently available to other Plusnet customers.
Residential phone services will move to one of our current call plans. All residential broadband services will move to Plusnet Unlimited.
Business customers with inclusive calls will move to Plusnet UK Anytime. Calls to UK landlines (01, 02 and 03 numbers), 0845 and 0870 numbers (except ISP dial-up services or indirect access numbers), other Plusnet customers and Plusnet support are inclusive at all times. Business customers without inclusive calls, will move to Business Phone Pay As You Go, this does not include any calls, meaning all calls are charged for.
We'll send a letter to confirm the package you're moving to.
For more details about the packages we're moving customers to, please see our Comms Factory Limited - Plusnet package guide.

Payment and contract

12. Will my payment and billing date be the same?

We won't change the payment date, i.e. the date that the money leaves your bank account but the date that you receive your bill may change after the move. If you choose to change/upgrade any aspect of your package, your payment date could change.

13. Why is my December bill higher than I expected?

Your current provider charges for services by calendar month - e.g. 1st December - 31st December.
In December you'll be moved to the Plusnet billing system and your payment will cover 30 days from your new billing date.

  • If your payment date is currently on or around the 20th of the month, your new billing date will be the 3rd of every month
  • If your payment date is currently on or around the 27th of the month, your new billing date will be the 10th of every month

To cover the gap between the 30th November and the start of your new billing period, you may find a pro-rata payment on your December bill.

14. Will I need to set up a new Direct Debit?

In most cases no. We may need to set up a new Direct Debit mandate if you want to add broadband to a phone only package, or if you upgrade to fibre broadband from standard broadband and phone. This may also change your billing date.

15. What happens to my contract after the switch to Plusnet?

Your contract will be transferred to Plusnet when your services move. The contract length will not change (i.e. If your contract finishes in January 2014, your contract with Plusnet will end on that date) but it will be subject to our standard terms and conditions once the move is complete.

16. I don't want to move to Plusnet - What can I do?

If you don't want to move to Plusnet, you can make a cancellation request directly to 24Talk, Yourcalls or Your-Team for no charge between 1st and 30th November 2013. If you're a broadband customer and you want to switch your service to another provider, make sure to ask for your MAC Key, otherwise there may be a charge.
To do this, please call:

  • 24Talk on 0800 008 7286
  • Your-Team on 0870 224 8791
  • Yourcalls on 0845 450 5020
  • 24Talk business on 0845 241 0908

After 30st November 2013: If you're in contract you'll need to pay a cancellation charge for each month of your contract remaining as per our standard terms and conditions.

Please note: a broadband cessation charge will apply if you want to cancel and remove broadband from your line entirely. If you ask for a MAC Key and use it to switch to another provider, the cessation charge will not apply. For more information on this, please see Cessation charges explained

My details

17. Why am I receiving marketing messages from Plusnet?

From time-to-time we will need to send you useful messages about your service. From the 1st December 2013, you can choose to opt out of receiving any marketing communications from Plusnet. All you need to do is go to, log in with your new Plusnet Username and Password and choose which messages you want to receive.

18. Will my personal details be safe and secure with Plusnet?

Absolutely. Plusnet are governed by the same Data Protection Laws as 24Talk, Yourcalls, Your-Team and the rest of the telecommunications industry. We take all necessary steps to secure your data appropriately. For more information please see our Privacy Policy.

19. What happens if I want to query an old bill after my services are moved to Plusnet?

You'll need to contact our Support Team online through the Help Assistant.
Details of how to raise a support request will be provided in the Welcome letter we'll send after your service is transferred to Plusnet.

20. Will my terms & conditions change when I move to Plusnet?

After the move you'll be subject to our standard terms and conditions.

21. Who can I contact for help?

You can continue to contact Customer Services for:

  • 24Talk on 0800 008 7286
  • Your-Team on 0870 224 8791
  • Yourcalls on 0845 450 5020
  • 24Talk business on 0845 241 0908 - Monday-Friday between 8.30am and 5.30pm
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