Change account holder out of contract

[#1]

I had a Plusnet contract for phone & broadband in my old place which had a few months left to run after I moved out. It is now out of contract and my old housemate wants to take over the contract. This should seem simple, but the online chat adviser has advised me:

1. Cannot perform an account holder change (Really?!)

2. I would have to cancel the contract and they would start a new one in their name. OK, but this will incur downtime and no service while the changeover happens

3. Move to another provider to avoid downtime.

Are these really the only options here?!

[#2]

Hello @adamc81 the information that has been provided to you is accurate.

I do apologise for any inconvenience caused by this.

Should you require any further assistance, please do get back in touch with us.

Best wishes.
 

[#3]

Wow, this is really poor - I am surprised. My flatmate was prepared to continue using plusnet, but it seems this is impossible without estimating the downtime. OK, so we'll switch away and plusnet will lose custom from this 18 month contract and most likely future renewals for something that to the customer should be fairly easy to achieve.

[#4]

Hello @adamc81 I am deeply sorry to hear you are not pleased with our services.

I will pass on your feedback to the relevant team.

Please feel free to get back in touch with us, should you require any further assistance.

We wish you all the best for the future.

Kind regards.