PlusNet to EE mid-contract moves

A little note about what's happening, PlusNet have been contacting customers (grouped by area), informing them of the switch from PSTN to Digital Voice services.

PlusNet don't offer VoIP type services so are telling customers that they will be automatically switched to EE for broadband+voice, but can contact PlusNet if they no longer require their landline voice element in which case they can stay with PlusNet.

As this is happening mid-contract, PlusNet are saying the price with EE will remain the same up to the end of contract. However they omit to mention what the standard EE pricing is (for broadband+voice at next renewal).

A bigger concern is that either being moved to another ISP (even one in the same group) or having your landline stop working
are both significant change to an existing contract,
yet PlusNet are telling customers they cannot move themselves to another ISP without incurring early termination charges.
This does not sound right because it is PlusNet are the ones initiating the mid-contract change so on principle (and possibly contract law) the customer should have the same option to choose for themselves.

PlusNet are also not really saying there are a choice of providers for home phone services nor offering guidance on migration.
(e.g. for FTTC the customer account portal ought to offer a way to accept the change to SOGEA then how to port out a landline number).

The latest letter states that a customer will receive new account details and package name from EE, and their marketing preferences will be transferred to EE (which for all purposes is a new contract with a custom term length set to be whatever remained on the old PlusNet contract)
but that customers have 30 days to let PlusNet know (by phone) that they would like to remain with PlusNet by "dropping your landline and moving to a broadband-only package".

Edited by prlzx (Mon 15-Dec-25 10:45:12)

Although what you say isn't good for those wanting a customised migration\separation of line and broadband I do think Plusnet are trying to keep it simple so their process is as effective as possible.

They are keeping to their contract - giving you exactly teh same service and price untill the end of contract. Not ideal, but does not break the contract or give you a reason to leave at no cost.,

It has been a long-standing bugbear that Plusnet have no mechanism for users to migrate from FTTC to either SOGEA or FTTP and port out their phone number to another provider, sadly something the one-touch switching processes completely failed to address.

For those not wanting to change broadband provider, due to being mid-contract or to keep rewards payments and/or static IP addresses, the only option is to accept the migration to broadband only, then recover the PSTN number with a third-party VOIP provider during the 30-day recovery window with fingers crossed that no problems arise.

Please read what I wrote and what they are saying in the letters and emails.

No if (1) transferred to EE there is a different legal entity or trading style then it is a new contract with a different ISP regardless of how the marketing language looks.

And if (2) you stay with PlusNet the terms of your contract change mid-contract because they will no longer supply you with a telephone service.

As I stated, either way I don't think they can force your to choose between (1) and (2) while also saying that you cannot migrate to another ISP mid-contract without fees for terminating a service mid-contract, because that is in direct contradiction to options (1) and (2)
neither of which are a continuation of existing contract between the same two parties (customer and ISP).

To clarify in case you misunderstand. PlusNet are not offering to resell you the EE package at the same price and rest of term with PlusNet remaining your point of contact.
PlusNet are migrating you to a new account and a package EE by passing your details to EE as your new customer contact to deal with, unless you phone PlusNet and tell them you didn't want that.

Edited by prlzx (Mon 15-Dec-25 15:32:16)

In reply to a post by tdw42:

... accept the migration to broadband only, then recover the PSTN number with a third-party VOIP provider during the 30-day recovery window with fingers crossed that no problems arise.

This is broadly correct and I have advised the person affected to check what the actual cost of the equivalent package of FTTC+Home Phone would have been on EE once the short term "continuation" offer ends, so that they can compare with other voice providers.

I have also suggested to the person they might want to start contacting utility, services and housing organisations to check they have an email address or mobile/SMS as primary contact method to reduce dependency on the landine numbers generally.

The timing is quite challenging or scary for older people being told that they have to decide something over the Christmas holiday that may involve a break in Internet access and being sent something else to plug in,
when they don't understand the terminology
especially the part
"if you don't reply we'll assume you want us to move your to EE and be given a new account and package there and you'll need to swap out your router".

Especially as by default their landline will just stop working until they figure out what to plug in where if it's at all unclear on the date and time of changeover.

Edited by prlzx (Mon 15-Dec-25 16:37:10)

Hi,

In reply to a post by prlzx:

Please read what I wrote and what they are saying in the letters and emails.

No if (1) transferred to EE there is a different legal entity or trading style then it is a new contract with a different ISP regardless of how the marketing language looks.

And if (2) you stay with PlusNet the terms of your contract change mid-contract because they will no longer supply you with a telephone service.

As I stated, either way I don't think they can force your to choose between (1) and (2) while also saying that you cannot migrate to another ISP mid-contract without fees for terminating a service mid-contract, because that is in direct contradiction to options (1) and (2)
neither of which are a continuation of existing contract between the same two parties (customer and ISP).

You are misunderstanding what you are being offered. Plusnet is saying that the contract will continue as it was before but will be novated to EE. I strongly suspect that the contract permits its novation to a third party so this is entirely in accordance with the contract and is not a change. You still get the same service at the same price under the same terms and therefore no compensation or opportunity to break is required.

In addition to notifying you of this (non)change, they are offering you the possibility to mutually agree to vary the contract with Plusnet to remove the provision of a telephone line. That is optional, your choice.

Are you a PlusNet customer or have you received the letters and emails to know what I am talking about?
I have received copies of the comms from the affected customer that I am quoting from.

It is not a name change or rebranding of what they have to continue - they are NOT being sold an EE branded package through PlusNet while remaining a customer of PlusNet.

And it involves a replacement router with a new VDSL account with EE, new billing agreement/dates from EE, new Direct Debit from EE. They have not been told what model (or how many LAN ports) either.

They are either being transferred over or are having part of their current service turned off - those are the 2 choices as well as being made anxious by "early termination fee" warnings.

By the way the "Novation" you are choosing to categorise this (as compared with "Assignment"), both types still requires informed consent of both parties and the party being impacted should not be threatened with early termination fees if wanting to make a contract at that time with a 3rd party of their own choice.

Stating that there is "no change" as long as price and end date are the same is wrong as those are not the only material changes that matter. PlusNet are not claiming that either.

PlusNet should not have offered 18 months contracts with financial lock-ins in 2025 if they already knew they were going to break this out at less that half way through the term but only to allow in ways that suit PlusNet.

If you had read my posts fully and my sig you would know I am posting here on behalf of an affected customer, and the sole purpose is so that this forum has information on how PlusNet are handling the PSTN switchover and how it impacts vulnerable customers.

My purpose in posting is not for other people to try to dismiss the concerns (and lived experience) of my associate and how this is affecting them.

Please indicate which part of this post you do not understand.

Edited by prlzx (Mon 15-Dec-25 17:31:15)

It's passable for people that understand the terminology being used.
The main problem is the "if you say nothing this will happen regardless" alongside the customer services op being unable to say when it will happen.

People need to know if they can wait until the first full working week back after New Year before having to decide, or if the phone will stop working before then.

Customer services are not able to say when each area or individual customer is due to happen yet.
The automated letters and emails are being sent in groups (combo of exchange areas as notified by Openreach along with a commercial incentive to migrate as many people off PSTN as possible prior to known wholesale price increases in the pipeline - so effectively by March 2026).

The letter does not clarify what date the "30 days to phone us if you want to stay with PlusNet" starts from, could be the original email, the follow up phone call to customer services or the follow up letter.
So it's a bit rough.

Edited by prlzx (Mon 15-Dec-25 16:25:43)

Don't get me wrong, its not good what they are doing and how it could affect those who don't fully understand what the impact could be. I was just pointing out what their motives probably are.