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2. Plusnet Contract & Billing

Plusnet is renowned for its competitive pricing and excellent customer service. It offers a range of straightforward broadband plans including the latest full fibre, ultrafast speeds, where they are available.

In this guide we will look at what you can find in a Plusnet contract, what's on your monthly bill and what happens if you want to leave. In addition we will cover payment options and some of the rights associated with your contract.

What is in a Plusnet contract?

The relationship between you and Plusnet is established by your contract. A contract of this type is known as a Service Level Agreement (SLA) and sets out what each party should expect from the arrangement. So what can you expect to find in a Plusnet SLA?

Contract length

Plusnet contracts are all for 24 months. When your contract comes to an end you will be moved onto a more expensive monthly fee, so if you wish to stay with Plusnet, it is a good idea to phone up and negotiate a better price – or otherwise consider moving to a new provider.

Your package

Your contract will set out what is included in your package.This will consistof either a ful fibre connection with no phone line, a superfast fibre connection with a phone line (and a call package is you have chosen one) or a standard broadband connection and a phone line (although standard broadband is now only available to anyone who cannot get fibre at all).

Plusnet broadband packages come in six speeds. There are two superfast fibre broadband packages averaging 36Mbps or 66Mbps. Then there are four ultrafast, full fibre packages (subject to availability), with speeds of 74Mbps, 100Mbps, 500Mbps and 900Mbps.

Other details such as your phone number (if you have one) are also shown on the contract. In addition you will see the details on any extras you have chosen to add to your package.

Installation

After signing up or switching it usually takes around 10 days for your service to be activated. In the intervening time you will receive your router in the post. If you already have an active phone line, then you can plug in the router and set it up yourself. If the phone line is inactive or you need a line to be installed – or if you are having full fibre – then an engineer will need to carry out some work before your service can be activated.

Price changes

Your contract gives Plusnet the ability to put its prices up each June in accordance with the CPI (Consumer Pricing Index). It is obliged to give you notice of its intention to do this. If Plusnet puts its prices up at any other time, you are allowed to cancel your contract without being penalised and having to pay early termination fees.

Cooling-off period

For the first 14 days of your Plusnet contract, you can cancel free of charge. Any time after 14 days, you will be charged for cancelling your service early.

What is in a Plusnet bill?

Plusnet bills are laid out incredibly clearly and simply. There are three boxes in a row. The first box contains a list of your monthly charges. The second box is a list of extra items and the third box is the amount you owe.

This is what you can expect to find on your Plusnet bill.

• Monthly charges – This section is a list of the services you pay for on a monthly basis. Package fees are charged a month in advance
• Other items – In this section you can see any extra charges you have accrued
• Outstanding balance – This section is the total you owe. It is the sum of the ‘monthly charges’ and ‘other items’ sections
• Itemised calls – The first page of your bill is simply a clear summary of the total you owe Plusnet. Later pages of the bill contain an itemised list of any calls you have made
• Plusnet Contact and payment details – You can find contact and payment details for Plusnet on the last page of your bill and at the bottom of the front page

Paying your Plusnet bill

Plusnet encourages customers to set up a direct debit. However, if you prefer to pay manually you can do so by logging into your Plusnet account to make a payment, paying over the phone, by credit or debit card.

Late payment will lead to extra charges, so if you are having trouble with your bill it is important to contact Plusnet which may be able to help you avoid extra fees.

Cancelling your Plusnet contract or moving home

If you are moving or wish to cancel Plusnet, here is what you should know.

Cancellation charges

If you leave Plusnet while you are still in-contract, you will be charged an early termination fee. How much you have to pay depends on how much time is left on your contract. Plusnet requires 30 days' notice to cancel your contract. If your contract or monthly charges are changed by Plusnet, or your broadband speed is consistently lower than advertised, you should be able to cancel your contract without an early termination fee. Leaving Plusnet after your contract has ended will not incur any extra fees. You can also leave Plusnet penalty-free during the first 14-day cooling-off period.

Moving home

Plusnet will move your service to your new address for free if you take out a new contract with them at the time of moving. If you want to take Plusnet with you but do not want a new contract, then there is a fee for moving to your new address. Plusnet asks for four weeks' notice if you are moving home. You can contact their moving team directly by calling 0800 587 1952.

Managing your Plusnet account

To manage your Plusnet account, sign-in to your account on the Plusnet website.

The Plusnet website allows you to view and download your bills, check your usage, change your personal details and upgrade your package. You can also add any extras you want. There is also a comprehensive help section to solve any problems you may have.

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