Our mobile cancellation policy
We're sorry to hear you're not happy with your Plusnet Mobile service. If you want to cancel it, you'll need to get in touch with us.
When you ask us to cancel our agreement, we'll check with you why that is. We'll ask if there's anything we can improve to change your mind. If there isn't, we'll try to make your cancellation as smooth as possible.
We might send you a feedback form or give you a call after you cancel. If we do this, we'll just use your feedback to find out what we should be improving for the future.
Unless you're within your 14-day cancellation period, you'll need to give us 30 days' notice if you want to cancel our agreement. There's more on that further down.
We'll carry on providing you with our service as normal and you'll still need to pay all relevant charges during that time.
If you've got a SIM only plan with us and you signed up over the phone or online, you've got 14 days from the day after we accept your order to tell us you've changed your mind.
If you've got a mobile phone because you've upgraded your contract with us, and you signed up over the phone or online, you've got 14 days from the day after you receive your mobile phone to tell us you've changed your mind.
If you want to cancel within that 14-day period, fill in this cancellation form (pdf 143KB), and post it to us or give us a call.
When we'll refund you
When we've got your cancellation request and you've returned everything to us, we'll refund you within 14 days.
You'll have to pay for any services we've provided as well as a pro-rata amount of your monthly plan price up to the date that you told us you wanted to cancel. We won't take into account any discounts or free offers.
We'll refund you using the payment method you originally used.
About damaged equipment
When you first get a mobile phone or device form us, you're allowed to do whatever's reasonable to make sure you've received what you thought you were buying and that it works as expected.
We'll check your returned mobile phone to make sure there's no damage like scratches on the screen or liquid damage. If there's damage, we'll need to take the cost of repair off your refund or charge you the cost of having it fixed separately.
Yes if you cancel, you'll need to return your mobile phone (or other equipment) to us. Here's how to return your mobile phone.
First, get in touch with us by phone or email
By phone:
- call us from any phone
- tell us the make and model of your mobile, its IMEI number, and the reason you're cancelling
- we'll then tell you what you need to do
By email:
- email us at mobile-help@plus.net
- we'll send you a mobile phone return form
- fill it in and email it to us
- when we've got it, we'll get in touch to tell you how to return your phone
Then return your mobile to us
We'll normally send you a pre-paid, addressed silver delivery bag. It's important to use this bag because it means your package is tracked and insured in case anything happens to it.
When you've got it, make sure you:
- send your mobile back to us within 14 days
- don't take the phone out the box if you aren't planning to use it
- put it back in the box and seal it if you've already used it
- uninstall any theft or loss protection apps, and remove any pin numbers you've set up on your phone – the mobile's manual should help explain how to do this
- return anything else you got along with the phone, like packaging, accessories or free gifts – otherwise you'll need to send them back separately, which might mean paying for postage
Then take it to the Post Office. We recommend that you get a proof of postage receipt.
If you changed which plan you were on, upgraded to a plan where we provide a mobile phone, or agreed a new minimum term, you can cancel within 14 days. You'll go back to your old agreement with its original minimum term.
If you had a mobile phone from us and you cancel, you'll need to return it to us. You'll see how to do that further down.
If you've had your upgraded contract or mobile phone for more than 14 days, get in touch with us to see what we can do.
If you choose to cancel after the 14-day cancellation period, but still within your minimum term, you'll need to pay a charge for ending our agreement early. And you'll need to give us 30 days' notice to cancel. There's more on that in our Mobile Price Guide.
If you had a mobile phone from us and you're still within the first six months of your minimum term, you might need to return it to us.
Where we ask you to return a mobile phone, make sure you:
- put it back in the box if you've still got it
- uninstall any theft or loss protection apps, and remove any pin numbers you've set up on your phone – the mobile's manual should help explain how to do this
- return anything else you got along with the phone, like packaging, accessories or free gifts – otherwise you'll need to send them back separately, which might mean paying for postage
We recommend that you get a proof of postage receipt.
If your billing date is within your 30-day notice period, you'll still be billed in full as normal for your plan and any usage on that date.
We'll refund you what you've paid for your plan for the period we didn't provide you with a service. We'll show this as a credit on your final bill.
It may take us up to a 10 working days for this refund to be made from the date of your final bill.
You'll normally get it a month after we've cancelled your contract with us. If it takes longer to work out some of the extra charges you might need to pay, you'll get it a few months later instead.
This bill will include:
- any charges up until the date we stopped your service
- any charges for ending your contract early
Yes, you can. For more information, see our guide on moving your mobile phone number.
If you change your mind about ending your contract with us, just get in touch and we'll sort things out for you.
