What to do before you cancel Plusnet broadband
When cancelling a broadband service you must always check the current contract and, if you’re switching to another provider, compare and find a new broadband deal.
Check your contract
Cancelling a broadband package in the middle of a contract will mean you have to pay an early termination fee, and this can be quite expensive. So before you cancel Plusnet get in touch with customer services and find out when your current deal ends. Unless it can’t be avoided you’re always better off waiting until the end of the contract term.
Find a new broadband deal
If you still need broadband after cancelling Plusnet you should search for a new deal before ending the existing service. If you cancel without switching you may have to pay additional setup charges, and you’ll be left without broadband for several weeks. Switching will ensure minimal disruption to the connection.
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How to cancel Plusnet broadband
If you’re out of contract: cancelling Plusnet for free
The easiest way to end your Plusnet broadband service is to choose a new provider on the same Openreach (BT line) network that Plusnet uses (which is the vast majority, of the major ISPs only Virgin Media does not use Openreach) because then your new ISP will notify Plusnet and handle the transfer of your line. Assuming there are no problems there will be very little else for you to do and no need to speak to Plusnet.
If you are cancelling without switching, or moving to Virgin Media or another ISP which does not use Openreach telephone lines, then you’ll need to call or write to Plusnet.
To cancel over the phone call 0808 169 2448. You can also write to Plusnet by sending a letter stating your intention to cancel and including your name, telephone number, address where the service is located and your account number. Though to simplify matters Plusnet provides a cancellation form with fields for all the information it needs which you can print.
If you want more information about contacting Plusnet, we've got a page dedicated to Plusnet customer service and complaints.
Cancelling Plusnet if you’re still in contract
To cancel a Plusnet service which is still in contract then the steps are the same as above. The difference is that when the final bill arrives it will include an early termination fee for each month remaining, which you’ll find detailed below.
Plusnet early cancellation fees
Plusnet will charge a fee for each month remaining on your broadband contract.
For any customer who signed up to a broadband or broadband and phone contract after the 9th of December 2019, early termination charges are calculated as follows**:
- monthly charge (factoring in any monthly discount to which the customer is entitled);
- deduct VAT at the applicable rate;
- reduce the charge to take account of any costs saved because of leaving early, such as wholesale costs;
- deduct 1% for early receipt of payment;
- multiply this figure by the remaining months of the minimum term. Any part of a month in the remaining minimum term will be charged daily on a pro-rata basis.
**for any remaining period of the minimum term for which a customer has Line Rental Saver, the broadband monthly charge only will be applicable in calculating the customer’s early termination charges.
For further information see the Plusnet early cancellation charges guide.
Frequently Asked Questions about cancelling Plusnet
What is Plusnet broadband’s notification period?
Plusnet requires 14 days notice for cancellation.
Do I need to return my Plusnet Wi-Fi router or TV box?
If you are out of contract you can retain your Plusnet router or TV box for no charge. If you're still in contract they will need to be returned - ask Plusnet for free postage-paid packaging.
Can I keep my phone number?
Your phone number can be transferred to another ISP or telephone service, just make sure to request this when you switch to another provider.
Can I cancel for free if my Plusnet broadband is too slow?
Yes, you may be able to end the service without penalty if it fails to perform as expected. Plusnet has signed on to Ofcom's broadband speed code of practice, which gives customers the right to leave if the provider is unable to deliver a minimum speed. You will first need to speak to technical support, if they confirm your line is performing below expectations and are unable to fix it, you can cancel without charge.