Changing your Plusnet broadband product

1. How do I change my product?
2. How long does it take to change my product?
3. I'm under contract, can I change my product?
4. Can I switch between Residential and Business products?
5. Can I add a telephone service to my account?
6. I'm moving, can I take my broadband and phone with me?
7. I want to cancel my Plusnet product or move to another broadband provider, how do I do this?
8. How much does it cost to change between broadband products?

1. How do I change my product?

Choose your new product on 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?

All broadband account changes are scheduled to take place on the next billing date.

An upgrade from dial-up to broadband will take at least 5 working days to process.

3. I'm under contract, can I change my product?

You can change your Residential or Business product without affecting any contract(s) you are under.

If you want to change between products (Residential to Business or vice-versa), please see the next question.

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4. Can I switch between Residential and Business products?

Yes, although you should be aware of the following:

• Business to Residential: you must be out of contract or willing to settle the remainder of your current contract
• Residential to Business: would enter you into a new 12 or 24 month contract

To request this, choose the appropriate option from the following Help Assistant path:

Help Assistant > Customer Services & Billing > Account Management > Change or Upgrade Your Product

In the ticket we'll need you to confirm:

Business to Residential

• You're no longer using your account for business purposes
• If you're under currently under contract, that you're happy to pay this off

Residential to Business

• Your company name and reasons as to why you require a business service
• You're aware that you'll begin a new 12 or 24 month contract once your account changes

5. Can I add a telephone service to my account?

Only if you subscribe to one of our broadband products. Please note that we can't provide services on Kingston Communication lines.

For more information check our Home Phone & Business Phone FAQs

6. I'm moving, can I take my broadband and phone with me?

Yes, call us on 0845 1400 200 to arrange this. See our Moving Guide for more information.

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

Call our Customer Options team on 0845 140 6002. Lines open between 9.00am-5.30pm every weekday (except Bank Holidays).

Cancellations are subject to a notice period. See our Contracts Policy for more details.

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.

8. 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 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 13th January 2010