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How to cancel Plusnet broadband

What you need to know about cancelling Plusnet broadband

Worried about what cancelling your Plusnet broadband involves. Read our Plusnet cancellation guide to make sure you understand how to leave without penalties.

How to cancel Plusnet broadband

Before cancelling any broadband service, you should always check your current contract to see whether you're still in the minimum term you agreed to when you signed up. This will make a big difference whether you're free to look for a new broadband package and switch suppliers.

Find your Plusnet contract end date

Cancelling a broadband package in the middle of a contract will mean you have to pay an early termination fee. This can end up being expensive.

Before you cancel, log into your account on the Plusnet website and you'll find a clear 'your contract' section where you can view the start and end date of your package and the remaining time left. If you have any queries, you can get in touch with Plusnet's customer services department.

Unless it can’t be avoided, you’re always better off waiting until the end of the contract term.

A notice for Plusnet customers who signed up after 17 June 2022

In May 2024, Ofcom found BT (the parent of Plusnet broadband), had been failing to provide clear information to customers on contract terms.

If you signed up to Plusnet from 17th June 2022 through the Plusnet website, contact centre or any other consumer channel (including a comparison site) and you're still under contract, you may now have the right to cancel your contract for free. This means you could switch to a new provider without paying an early termination fee.

Customers should expect to receive contact from BT by August 2024 if they're affected, but we recommend you get in touch with Plusnet customer support if you want confirmation.

For more help finding a new package and provider, visit our guide, 'how to switch broadband and get a better deal'.

Find a new broadband deal

If you still need broadband after cancelling Plusnet, you should spend some time researching new deals before quitting.

If you cancel without switching, you may have to pay additional setup charges, and you could be left without an internet connection for several weeks. 

These are just some of the best offers available at the moment:

Dynamic deal panel

If you're not sure what you want or what's available in your area, enter your address to see what providers and deals you could get:

Broadband Genie deals checker

If you’re out of contract: cancelling Plusnet for free

Switching from Plusnet will be easy if you're out of contract. If you're moving to another provider on the Openreach network (this includes the likes of TalkTalk, Sky, BT and Vodafone) you shouldn't have to speak to Plusnet at all, and the process could be as quick as one day. If you’ve not received a notification of transfer with a switch date within a couple of days of signing up for a new provider, it’s worth dropping Plusnet a line to confirm.

If you're cancelling because you no longer need broadband at all, you’ll need to call or write to Plusnet. 

To cancel over the phone, call Plusnet on 0330 1239 123.

Plusnet Mobile customers can dial 500 from their Plusnet mobile, or call 0800 079 1133.

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

The steps are the same as above when you're still in contract. The difference is that when the final bill arrives, it will include an early termination fee for each month remaining. There may be an exception if you signed up from 17th June 2022. We recommend you get in touch to confirm if you're eligible for an early termination without charge.

Cancelling Plusnet due to bereavement

To cancel a broadband account for bereavement reasons, you can call 0330 1239 123.

For more help on this topic, please visit our guide: 'How to cancel broadband if you're bereaved or terminally ill'.

Cancelling Plusnet if you're moving home

If you cancel your Plusnet broadband before your contract term is over, you might be charged an early termination fee.

If you're moving, it's likely you'll be able to move your Plusnet Broadband package along with you. However, if you're currently signed up to a Full Fibre package, there's a change you might have to downgrade your package.

You'll need to give four weeks' notice and call Plusnet's moving team on 0800 587 1952. There's a £65 charge for house moves, unless you're prepared to renew your contract.

If you're out of contract, this high cost is a good reason to consider switching broadband and looking around to see if there are any gift offers available to help sweeten your move.

Plusnet cancellation fees

Plusnet will charge a fee for each month remaining on your broadband contract. The only exception may be if you signed up after the 17th June 2022. Some customers who signed up from this period didn't receive adequate contract information and a contract summary. Subsequently, these customers may be able to leave without penalty.

For any other customer who signed up for 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.
  • The current rate of VAT is added back to the final amount
  • Any remaining credit on the account is taken off the total

*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.

  • What is Plusnet broadband’s notification period?

    Plusnet requires 14 days' notice for cancellation for home broadband packages.

  • Can I keep my email address if leave Plusnet?

    You should be able to keep your email address, but you'll have to get in touch with Plusnet to let them know you'd like to do this. For more information, read our guide: "Can I keep my email address if I switch broadband 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 cannot deliver a minimum speed. Speak to technical support. If they confirm your line is performing below expectations but they can't fix it, you can cancel without charge.

  • Can I cancel Plusnet because of price increases?

    If you choose to cancel because of a price rise, you'll be forced to pay an early termination charge if you're still within your minimum term.

Meet the author:

Contributor

Matt has been working with Broadband Genie since 2009. A lifelong tech enthusiast, he has 20 years of experience writing about technology for print and online.


Specialist subject: The technicalities of broadband

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