Changing your Plusnet broadband product

1. How do I change my product?
2. How long does it take to change my product?
3. Can I change between residential and business broadband products?
4. Does changing my product affect my contract length?
5. Can I change my product if I'm already under contract?
6. Can I add Home Phone to my account?
7. I want to move my broadband to different premises, how do I do this?
8. I want to cancel my Plusnet product or move to another broadband provider, how do I do this?
9. How much does it cost to change between broadband products?

1. How do I change my product?

Select your new product from our Product Change page and follow the on screen instructions.

If the product you want isn't available, use the Help Assistant to raise a support Ticket detailing your request.

2. How long does it take to change my product?

Residential

All broadband account changes will be scheduled to take place on your next billing date.

Business

If you're upgrading your broadband account (to a higher subscription rate) then the change will happen immediately. A change to a lower priced product will be scheduled for the end of your billing month. An upgrade from dial-up to broadband will take at least 5 working days to process.

3. Can I change between residential and business broadband products?

Please request this via Help Assistant.

If you're moving from business to residential, we need confirmation that you are no longer using your account for business purposes. To move from residential to business products you must provide us with your company name or another legitimate reason as to why you require the use of a business line.

4. Does changing my product affect my contract length?

If you've already got a contract with us -this will continue to run from its original date, if you've opted for free setup, a free house move or free hardware.

If you're changing product and want new hardware - you can get a free router by staying with us for 12 months.

If you're on Plusnet Essential then your Home Phone contract will be carried over to your new account.

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5. Can I change my product if I'm already under contract?

Yes, select your new product from our Product Change page and follow the on screen instructions.

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6. Can I add Home Phone to my account?

Only if you subscribe to one of our residential broadband products. We can transfer a line from any provider that uses the BT Openreach network. We cannot provide service to Cable or Kingston Communication lines.

If you'd like to sign up check our product information pages for information on our current offers.

7. I want to move my broadband to different premises, how do I do this?

Use our Move my Broadband tool to request this. See our House Move Guide for more detailed information.

8. I want to cancel my Plusnet product or move to another broadband provider, how do I do this?

You can either call our Customer Options team on 0845 140 6002. Lines open between 9.00am-5.30pm every weekday (except Bank Holidays). Alternatively, you can write to us. Cancellations and migrations and are subject to 30 days notice. Full details are available on our Account Administration FAQ.

Note: we can't reply to cancellation requests via Ticket. Please contact our Customer Options team on the telephone number above who will be able to deal with your query.

9. How much does it cost to change between broadband products?

Any fees will be calculated when you choose to Change your product.

The basic rules for one-off fees are:

A valid Credit or Debit card is needed to cover any one-off costs. You can Update Payment Details via the Member Centre.

This page last updated 8th October 2009