Cancellations & customer support
0330 1239 123Getting to the right team
We don't yet know how Plusnet's phone menu is structured, so we're not going to guess. If you work it out, we'd like to hear from you.
Before you call
What to know first
Plusnet needs only 14 days’ notice on a residential account. That is half what BT, Virgin Media and TalkTalk require, so the timing of your call matters less here than with the others.
Plusnet publishes a separate Account Review line, 0800 587 1942, described as a review of your account rather than a cancellation. A widely circulated “Customer Options Team” number, 0800 013 2632, appears nowhere on plus.net — Plusnet names that team in its policy but publishes no number for it. Unverified
The two numbers that matter
Notice and what leaving costs
Notice period14 days
Plusnet requires only 14 days’ notice on a residential account — half what BT, Virgin Media and TalkTalk ask. Business accounts need 28 days. Notice runs from when Plusnet receives the request.
Leaving earlyWe don’t know what Plusnet charges to leave early.
Plusnet confirms an early termination charge normally applies, and its cancellation policy links to a dedicated charges page — but that page returns an error, so no figure is published anywhere we can reach. Ask on the call. Separately, Plusnet does state a £50 charge if you signed up after 1 February 2024 and do not return the router.
On the call
What you can hold them to
We don't publish negotiation scripts for broadband. There is no Ofcom equivalent of the insurance price-parity rule, so anything we wrote would be generic advice we could not source. What you can use are three things that are documented:
- Their own best tariff, which they were required to send you. The end-of-contract notification must list Plusnet's best available deals. Asking them to match a price they were legally obliged to tell you about is a concrete request, not a favour. Verified
- The exact cost of walking away. Plusnet does not publish the figure, so ask for it on the call — and get it in writing before you decide anything. Unverified
- A switch that no longer needs their cooperation. Under One Touch Switch you arrange everything with the new provider. That makes leaving genuinely easy, which is what gives the conversation weight. Verified
General We don't claim any of this will reduce your bill. It describes what is documented, not what will happen on your call.
Your rights
What you're entitled to
- They have to tell you when your contract is ending — and what their best deal is. Under Ofcom's General Conditions, providers must send an end-of-contract notification before your fixed period ends. It has to be a separate message, not a line buried in a bill, and it must state the end date, the price you pay now, the price you will pay afterwards, how to leave, and the provider's own best available tariffs. In force since 15 February 2020. Verified
- Once the fixed period ends, leaving costs nothing. The end-of-contract notification must say so explicitly. After your minimum term, no early termination charge applies — only the notice period, which varies by provider. Verified
- If you're already out of contract, they must remind you every year. Providers must send an annual best-tariff notification to customers who are no longer in a fixed commitment period — again as a separate, standalone message, telling you what their best deals are. Verified
- An unexpected price rise lets you leave penalty-free. If a provider changes your contract in a way that was not set out when you signed, they must give at least one month’s notice and tell you that you may leave at no cost. Exercise that right and no early termination charge is payable. This does not apply to a rise that was properly specified at the point of sale. Verified
- We don’t know what Plusnet charges to leave early. Plusnet confirms an early termination charge normally applies, and its cancellation policy links to a dedicated charges page — but that page returns an error, so no figure is published anywhere we can reach. Ask on the call. Separately, Plusnet does state a £50 charge if you signed up after 1 February 2024 and do not return the router. Unverified
Ofcom’s guidance says that notification should arrive between 10 and 40 days before the fixed period ends. Worth being precise: the 10-to-40-day window sits in the guidance under the Condition rather than in the Condition itself. General
One thing worth knowing before you call at all: if you are simply switching to another broadband provider, One Touch Switch means your new provider handles the cancellation. You contact them, not your current provider. The full explainer is here.
Where this comes from
| Claim | Source | Checked |
|---|---|---|
| Cancellation number 0330 1239 123, and 8am–8pm daily hours | Plusnet’s own contact and “Thinking of leaving” pages | 26 July 2026 |
| 14 days’ residential notice, 28 days business | Plusnet’s own published cancellation policy | 26 July 2026 |
| £50 charge for an unreturned router, contracts from 1 February 2024 | Plusnet’s own “Thinking of leaving” page | 26 July 2026 |
| Early termination charge amounts | Plusnet’s cancellation policy links to a charges page that returns an error; no figure published | Not known |
| Customer Options Team number 0800 013 2632 | Circulated by third parties; appears nowhere on plus.net | Unverified |
Bill Watch
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