How to close my account or part of it?

[#1]

After getting past the endless AI robot 'prove that you are human by clicking on these grainy photographs of a dead cat' I am finally in!

So I have a BB and Phone account and my contract is due to finish next month. I want to terminate the BB and keep the landline.

I've searched for the last hour to do this simple task on here and .... nothing.

I've used the chat AI robot and tried to narrow it down and ..... nothing.

I've called the 0800 number and tried every department number and .... 'all of our operators are busy, please hold ... and then it automatically terminates the call at 2 min 26 seconds. EVERY TIME!!

So how the 'frig' is a customer supposed to do a simple task like, terminate one of the services or (I'm now thinking this company is beyond useless) terminating the whole account?

[#2]

@Cartyhome Welcome to the forum. It is not possible to do as you wish - Plusnet only provide a combined phone/broadband service, as do the vast majority of ISPs. Do you mean you wish to move to another broadband provider, or totally eliminate your broadband?

[#3]

@Cartyhome 

The answer is that Plusnet no longer offer phone line without broadband accounts. 

[#4]

I already have another provider for my broadband needs.

I just wanted to keep the landline. Odd that Plusnet can't offer this service when they designate the 2 services individually on the billing?

In which case, how do I terminate my account which is due to end its contract mid June?

I keep reading about numerous customers who have had problems making this happen and still being billed. I want to ensure this will not happen.

[#5]

Who is this other provider - as I have said previously, all (mainstream) ISPs, apart from one, now provide a combined phone/BB package.

You phone and BB package with Plusnet will terminate when your new ISP takes over.

[#6]

The other provider is a specialist broadband only provider in a rural area.

They don't offer phone packages. However that isn't really your concern.

If someone could still answer the question please, HOW do I close the account to prevent additional payments beyond the end of the contract?

[#7]

The service provider is connected to another building. So I will not be transferring it 'from' Plusnet. I just want to terminate Plusnet

[#8]

In that case, as closing your Plusnet account - whichever way it is done - will disconnect your phoneline at the same time, I suggest you contact BT to see if they will offer a phone-only option.

[#9]

---

@Cartyhome wrote:

The service provider is connected to another building. So I will not be transferring it 'from' Plusnet. I just want to terminate Plusnet

---

So you are moving properties, too?

[#10]

Blimey this is really HARD work. How much time does it take to ask a simple question and get a complete answer.

HOW do I terminate the account with Plusnet please?

What is the conrect process? I can't call and get through, there's no email account, so do I have to write?

If so where to and by what time in advance of terminating the contract at the end?

Thank you

[#11]

As your new provider is not taking over the service, I suggest you write to:

Plusnet PLC

The Balance

2 Pinfold Street

Sheffield

S1 2GU

giving 30 days notice.

[#12]

Thank you!!

For an 'award winning' service in the world of service providers you guys really have got to be the pits.

It has taken my almost 2 hours to resolve this. A 30 second phone call at most in the old days when 'customer service' actually meant something!

I do hope this thread stay up to warn others of the difficulty of doing this simple task.

Under the terms of Ofcom this should be clear and easy to do on your website.

[#13]

I am not PN staff, merely an (ex)customer who tries to help others.

The details are available in the 'Code of Practice' link at the bottom of each page on  the forum.

[#14]

Just FYI I followed the Code Of practise link you mentioned and it would appear the 30 days notice you mentioned is incorrect?

"We require 14 days' notice in order to cancel a residential account and 28 days' notice to cancel a business account. The notice can be provided either by notifying us directly via phone or in writing, or if you're moving to another provider, we will accept that provider's order notification as notice.

The notice period starts from the time we receive the cancellation request. If the cancellation request is withdrawn for any reason during the notice period, a new request needs to be made and a new notice period will commence.

When a cancellation is requested, we will schedule this to take place at the end of the notice period. However, if this date falls on a weekend, the cancellation will be scheduled for the next working day.

For a cease of service, as opposed to moving to another provider, it is possible to:

• specify a cancellation date after the notice period. In this case, a one-off payment will be taken at the time the account is scheduled for cancellation. This payment will include all subscription charges up until the end of the requested period and no further subscription charges will be payable. Although you will still have to pay for usage charges and any additional services (such as any chargeable calls you make before the account is cancelled) once the account is closed; or

• close an account sooner than the notice period. In this event any payments due up until the end of the notice period will be required as a final one-off payment before the account closure can be scheduled."

[#15]

Sorry, it is 12 years+ since I read those terms of service and I don't remember everything exactly - do you?

Anyway, you now have all the details you require.