Plusnet’s residential cancellation terms make an important distinction between telling the provider you want to cancel and completing the equipment return that goes with that cancellation. A customer who received a router or other supplied equipment should not assume the account is fully settled until the return requirements have also been met.
Cooling-off cancellation can still involve service charges
If the broadband has already activated, Plusnet can charge for the service used before cancellation takes effect. The terms also warn that a cancellation request made very close to activation may not stop the order from progressing. Where activation or installation costs have already been incurred, those charges can still appear on the account.
Equipment should be returned within 14 days of cancelling
When cancellation requires equipment to go back, Plusnet says it must be returned undamaged and in its original packaging within 14 days of telling the provider you want to cancel. Unless Plusnet agrees otherwise, the customer is responsible for the return cost under the published terms.
If equipment was paid for, Plusnet says the amount paid can be refunded once the return is dealt with. The refund may be reduced where the equipment is damaged or has been handled more than needed to confirm that it was suitable. If required equipment is not returned inside the stated period, the provider can charge the full price and later adjust that charge if the equipment eventually comes back.
Re-contracts and added services can unwind differently
A cancellation involving an additional feature, upgrade or re-contract may result in the account being moved back to the earlier contract or to the closest matching service. That is different from a brand-new customer cancelling the whole package. Check the order confirmation so you know which agreement is being reversed.
Example
A new customer receives a router, then decides the service is not suitable. They notify Plusnet within the relevant cooling-off period and return the router within 14 days of cancellation. If the line has already gone live, the final account can still include activation costs or the days of broadband actually supplied.
Keep proof of the router return
Retain tracking until the account shows the equipment has been received. The detailed rules are in the official Plusnet residential terms and the provider’s cancellation information.