Customer Service

1. How do I get in touch with Plusnet?
2. My email or webspace address is not suitable, can I change my username?
3. How can I update my account details, for example contact address and password?
4. What characters can I use in my username and password and what length can they be?
5. I've forgotten my login details, how can I find out what they are?
6. How can I pay for my account?
7. I'm moving house, what do I need to do?
8. How do I cancel my account?
9. How do I move (or migrate) to another broadband provider?

1. How do I get in touch with Plusnet?

See our How to get in touch page for advice on how best to contact us depending on your particular query.

2. My email or webspace address is not suitable, can I change my username?

Unfortunately it's not possible to change your username.

If you need to use a different email or webspace address then you can register a domain. Hosting a domain on your account allows you to use the domain rather then your username.

e.g. yourname@username.plus.com would become yourname@yourdomain.co.uk.

3. How can I update my account details, for example contact address and password?

Your account can be administered via My Account in the Member Centre. Choose Account Details to update your personal information.

4. What characters can I use in my username and password and what length can they be?

Usernames can be between 5-16 characters. Numbers and letters are allowed but the first two characters must be letters.

Passwords can be between 8-16 characters, available characters are shown in the table below:

Check our Username and Password Security Guide for more information.

5. I've forgotten my login details, how can I find out what they are?

• Forgotten Password: Please visit the Password Recovery page and follow the on-screen instructions
• Forgotten Username: Contact our Support Team for help

6. How can I pay for my account?

There are three ways to pay for your account:

• Direct Debit
• Credit Card
• Cheque

Monthly subscription and one-off payments can be made with a MasterCard, Visa (Electron) or American Express Credit Card.

Only one-off payments are possible with a debit card (Switch, Maestro, Solo etc).

Cheque payments are only available to business customers paying in quarterly or annual instalments.
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7. I'm moving house, what do I need to do?

If you're a broadband customer and you want to move your Plusnet broadband account to your new address, please give us a call. See our House Move Guide for detailed information.

If you're a dial-up customer, all you need to do is update your accounts address & telephone number. To do this visit the Member Centre and view My Account.

8. How do I cancel my account?

If you want to cancel your account, please phone our Customer Options Team on 0845 140 6002. Lines open every weekday (except Bank Holidays) between 9.00am-5.30pm.

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

However, you can send your cancellation request to us in writing via recorded delivery. Make sure you sign the letter and to process your request quickly we'll need your account username, reason for cancellation and full postal address.

This also applies if you wish to downgrade a subscription account to a free service.

Address your letter to:

Plusnet
Internet House
2 Tenter Street
Sheffield
S1 4BY

Please note that termination of your service will occur 10 days after we receive your cancellation request unless you request otherwise.

Take a look at our Cancellation Policy if you'd like more information on how we handle cancellation requests.

9. How do I move (or migrate) to another broadband provider?

If you want to move because we haven't met your expectations or you feel you aren't getting value for money, we'd like to know what the problem is so we can try to put things right.

Please give us a ring on 0845 140 6002 and tell us about your situation. Lines are open on weekdays (except Bank Holidays) between 9.00am-5.30pm. We'll work hard to address the issues you raise.

If we cannot help then you'll be provided with a MAC key which you'll need to give to your new supplier within 30 days. See our Request a MAC Key FAQ for more information. Standard cancellation terms apply, as outlined in question 8. Take a look at our Cancellation Policy if you'd like more information on how we handle cancellation requests.

This page last updated 5th October 2009