Plusnet package ends 22nd July, how to end it and let someone else set up new contract?

[#1]

Hi,

We are moving into a house that my girlfriends sister "owns", her current broadband "Unlimited Fibre Extra and line rental" contract is coming to an end on 22nd July 2025.  When it ends her monthly price will go from £29.84 to £61.09, and she has had an email saying "we'll soon be taking a payment of £46.37 for your service. This will leave your account on or after 16th July 2025". 

Problem is she does not want to carry on paying for broadband and due to difficulties we haven't been able to move in to the house as planned, so she wants to just cancel the package altogether and I set up a new account and package all in my name, fair enough. The BT checker says Plusnet FULL FIBRE is available (OH via telegraph pole) which we will want.

As she is out of contract from 22nd July, how does she cancel her Plusnet package altogether. I am guessing *I* can't place an order for FULL FIBRE until her package has totally ceased / cancelled with Plusnet. She has the line rental package but doesn't make / receive telephone calls and I understand when I sign up for a new FULL FIBRE 150 package in my name and with my billing details, the landline aspect will be lost, fine by me.

From what I have read, it can take from 3-10 working days from placing new FULL FIBRE package to be installed / set up with Openreach.

So, sorry for repeating, how does she cancel her OOC package and be done with it?

And when can I sign up for a new FULL FIBRE 150 package in my name and my billing details?

When she gives "notice" which I assume she has to do, I assume Openreach "disconnect" the copper landine telephone service, will that cause a delay when I want a new FULL FIBRE sevice connecting?

It's a small cul-de-sac with 6 houses and a telegraph pole at start of the street with overhead wires to each house.

Any advice most welcome please as she does not want to pay for her broadband package any longer and will fume at having to pay the increasing OOC monthly rates.

Thanks,

Andy

[#2]

...and she also won't sign up for the FULL FIBRE 150 24 month offer package Plusnet have offered her to upgrade to, even if I then pay her the money each month.

So it's like we are moving home into a property with no broadband and telephone service, fair enough.

[#3]

I am guessing *I* can't place an order for FULL FIBRE until her package has totally ceased / cancelled with Plusnet

I'm not sure why not ? an FTTP order by you should basically be a working line takeover and cease. Its no different from someone moving house and a new occupier moving in.

From what I have read, it can take from 3-10 working days from placing new FULL FIBRE package to be installed / set up with Openreach.

That's a tad optimistic!. The 3 days only applies if FTTP (Full fibre) is already installed. In your case it isnt and so Openreach will need to schedule an install. The 10 days is probably about the minimum in this case, a lot will depend on Openreach engineer availability in your area.

What does the BT wholesale checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome say in the 'FTTP Install process' column for the WBC FTTP product ? and also what does the narrative below the availability results say

e.g 'Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.' 

[#4]

I can't see any problem with the sister of your girlfriend calling up Plusnet and ceasing the service today with a requested last day of 22nd July.

Ideally there would have been 14 days notice (see https://www.plus.net/help/legal/cancellation-policy/ ) and she may be charged for up to 14 days after the cease is put in. 

There may well be a bit of billing "messing about" but she will eventually be refunded charges beyond the last day of service.

When you move in you can order a new service (from any provider).

[#5]

Once you move in, assuming you would be happy with a Plusnet service, I suggest you order a copper service (as that will be available immediately) then take an "upgrade" offer after a week or so to a fibre service.

I think you will be offered that upgrade via the Plusnet account.

[#6]

Thanks MisterW.

So it's best to place my order for FULL FIBRE 150 now while the current resident still has an active Fibre broadband and landline (albeit unused)? Will this cancel her package that runs out in 22nd July. Surely she doesn't have to cancel from 22nd as she will be out of contract?

As for the BT wholesale checker, these are the results:

[#7]

Thanks markhawkin,

But she's out of contract (OOC) from July 22nd so there should be no early termination charges / fees. I realise customers are charged in advance so may take time for her billing account to be straight then CLOSED by Plusnet

[#8]

Seems too much hassle to order a copper service which would be Fibre only ( with no landline), then shortly upgrade to FULL FIBRE. But I get what you mean re: at least there would be broadband at the house I can use until a FULL FIBRE service can be installed / activated.

Conflicting advice though as people are suggesting I order FULL FIBRE now due to the wait while my girlfriends sister still is in contract (only until 22nd), or as you have advised - do it after.

#IAmConfused

[#9]

From my understanding and experience , where Full Fibre is available you will only be offered this product. 

Checking the plusnet site would confirm this https://www.plus.net/ 

[#10]

Thanks Dan_the_Van,

You're right, only Full Fibre deals now offered at the new address. Of the 5 available, I am only interested in the FULL FIBRE 145 package as can't afford any more each month. 

Just need to know WHEN to place my order and what notice does girfriends sister need to give. Don't want her service to end 22nd July then my Full Fibre not be active until say a whole month later.

Thank you all

[#11]

..... kind of need the internet while decorating the house, carpeting etc and our little lad can play on our tablet during school summer holidays while mum & dad do more housework until ready to move in!

[#12]

Surely she doesn't have to cancel from 22nd as she will be out of contract?

Firstly, the service doesnt just stop when the contract ends, it just goes to a rolling contract at the non-discounted price.

So it's best to place my order for FULL FIBRE 150 now while the current resident still has an active Fibre broadband and landline (albeit unused)? Will this cancel her package that runs out in 22nd July.

If you place a FF order, the system SHOULD spot that there is an existing service at the address and ask whether that is to be retained or not. If you select not to retain it, then it SHOULD arrange for the current service to be cancelled at the same time as the FF is installed.

TBH I'd try ordering FF, In reality one of three things could happen

1) it won't let you order because the existing service is in a different name

2) the order is placed , the current service is scheduled to be cancelled and the current occupier receives a  'sorry you are leaving...' message

3) the order is placed but no cancellation of the existing service is scheduled and no 'sorry you are leaving...' is received

In the event of 1) (very unlikely IMHO) , then the current occupier will need to cancel first before you can order. The problem here is that you will need to wait until the cancellation is complete before re-ordering and thus will be without internet for a period. 

For 2) , job done. Existing service continues until FF is installed and then is automatically cancelled.

For 3) , FF install is scheduled and existing service will need to be cancelled manually once FF is installed. There will some period where the existing service is charged at the non-dsicounted price!

[#13]

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@andyt1970 wrote:

But she's out of contract (OOC) from July 22nd so there should be no early termination charges / fees. I realise customers are charged in advance so may take time for her billing account to be straight then CLOSED by Plusnet

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For Information.

Plusnet charges are levied a month in advance. Therefore any bill paid after June 29th will have fully paid up the fixed term contract. Any cancellation after that bill being paid will attract an ETC in the form of a reduction in the amount repayable for the days between leaving and the contract end date, not an additional charge. 

The ETC is compensation for the lost income, that is, the amount you pay Plusnet for providing the sevice minus Plusnet's  costs to rent the service from their suppliers. It is not a penalty charge. 

[#14]

@andyt1970 

There are two things I think should guide the approach.

1) Stoping the sister of your girlfriend paying for internet she doesn't want.

Hence, she should cease the service now as that will limit the out of contract charges. There is only a minimum term at a discounted price, after that the full (undiscounted) charge is payable hence the urgency to cease it today.

2) You getting an Internet service when you move in.

This may be slightly more tricky.

A copper (Internet only) service should be quick to provision and require no physical install.

A fibre service needs an install which takes time to arrange, hence suggestion of going for the copper service first. The property owner also needs to agree to this install.

[#15]

Hi all, decided to just get girffriends sister to upgrade to FULL FIBRE package and I transfer her the money each month as soon as it has been taken by Plusnet out of her bank account. Not ideal but she should be happy it's not one bill she's paying for.

Openreach appointment is on 24th July so got other worries now >

https://community.plus.net/t5/Full-Fibre/Openreach-ONT-box-power-lead/td-p/2013664

Thank you for all your help and suggestions, appreciated.