Deleting PlusNet Account(s)

[#1]

I would not just ignore it; depending on when the account was contracted, the router could be a lent device which must be returned.

I would suspect that account closure journeys do not discern well the status of the router and request / demand that all are returned.  Where the device is lent, there is a penalty charge for not returning it.

From the T&Cs...

11.3. We will loan you the Hub/router for the duration of your broadband service. When you end the service you must return the loaned Hub/router to us, or we will charge you a fee as set in the Price Guide. You must also keep the Hub/router in good condition while you are using it.

From the price guide - Other charges...

Hardware

Device	Price
Plusnet Hub One	£99.99
Plusnet Hub Two	£99.99

Personally I would be making certain that Plusnet know that the router has been returned previously.  Might save hassle over £100.

[#2]

I get what you are saying, @Townman , but if @CJT-80 's mother hasn't got a Hub to return, how can she return it?😉

I understand what you are saying, though - the does appear to be a lack of cohesion in certain admin areas at PN .

[#3]

Thanks @Townman however the routers (both the Hub 1 and 2) where returned as soon as Mum moved from PlusNet to Vodafone via the Royal Mail. 

[#4]

Whether or not there is an obligation on the customer to return the routers depends on when the contracts under which they were supplied were taken out. If I recall correctly the effective date after which the routers were only effectively loaned and thus were to be retunrd was on or after 1 February 2023. Charges only apply to such supplied routers. I would think that the Hub 1 definitely does not fall into the chargeable category.

Of course Plusnet would welcome the return of older routers under their recycling obligations and they did send out blanket reminders from time to time.

When you retuned the routers did you not get receipts from the Post Office / Royal Mail confirming postage (I did)? If you have these they can be presented to PN as proof if necessary, as they clearly do not keep adequate records themselves.

[#5]

Just a quick update,

I rang the number provided by @LexLex2020 and the colleague I spoke to advised she has sent a request to have the member centre account remove to a back office team to and wait up to 5 days for it to be actioned. 

[#6]

@LexLex2020 

I am also trying to get my Member Centre account completely deleted, (whilst hopefully keeping this forum account open!). I have just come off the phone with Plusnet, (as recommended earlier in this thread).

They told me initially that the account had been "destroyed". I pointed out to them that I can still log in to the account, (which in theory no longer exists?), and can see my name, email address and the beginning of my address. From a link on that page I can also see my full address and phone number. Hardly "destroyed".

They came back and said they called it "cute destroyed", whatever that means - they didn't know!

As far as they were concerned, Plusnet is not able to completely remove my old Member Centre account.

Are you able to arrange this on my behalf please, as I am getting nowhere? (PM me for account details maybe?).

.

[#7]

It’s QUEUED destroyed.

[#8]

Well it’s been 3 weeks apparently since my last message, and I have just tried to log into the member centre, and the account is still live, despite being advised it would be removed…. 😶

[#9]

There is a legal requirement to retain certain information for two years; that is the duration an account will usually remain in "Queued Destroy".

There is though a 'Right to be forgotten' process - is that what you initiated with the support agent?

You can also initiate that process here - https://www.plus.net/help/legal/privacy-policy/

Wherein there is this link - https://btprivacy.my.onetrust.com/webform/a0327856-31fc-4f51-b6d3-1c9e883e1ecf/4e5e40b3-c897-4db3-bf... - and in there is an option to "Delete my Data".

[#10]

---

@Townman wrote:

There is a legal requirement to retain certain information for two years; that is the duration an account will usually remain in "Queued Destroy".

But retaining information is quite different to an account remaining active. I have several old accounts and I can still log in to the member centre for them - including one that closed over 10 years ago and another that closed in 2019. There is no need for those to still be active (although as the 2019 one was a business account the VAT bills have to be kept for a further couple of years). 

Although Plusnet archive emails if you exceed the (small) allowance in order to save disk space, they apparently don't care about disk space on the member centre system.

EDIT: Amusingly, now I have logged into the account that closed over 10 years ago I can't log out. When I click logout it takes me to the banner stating that it will redirect me to the login page in 5 seconds, but then logs me back in again automatically.

"You can check out any time you like, but you can never leave"

[#11]

@Townman 

Thanks for the link I have completed it on behalf of my Mum (the account holder).  Let's hope it works. 

[#12]

@corringham 

10 years! that's excessive!