When a loved one dies and they had a Plusnet broadband or phone account, that account will carry on billing until you notify Plusnet directly. Plusnet – a Sheffield-based ISP owned by BT Group – has a straightforward bereavement process, but it runs separately from BT: contacting one does not close the other. This guide walks through how to reach Plusnet, what to have ready, what happens to the account, and the things worth watching out for along the way.
Quick reference:
- Phone: 0330 1239 123
- Hours: Monday–Friday 8am–8pm, Saturday 9am–7pm, Sunday 9am–6pm
- Online form: none – Plusnet handles bereavement by phone only
- Death certificate: required if identity cannot be verified over the phone
- Early termination fees: typically waived on bereavement
How to notify Plusnet
Plusnet handles all bereavement notifications by phone. There is no online form.
By phone
Call 0330 1239 123. This is a standard-rate number, not a freephone line. Lines are open Monday to Friday 8am–8pm, Saturday 9am–7pm, and Sunday 9am–6pm.
When you get through, let the adviser know you are calling about the death of an account holder. Plusnet’s team will handle the call sensitively and will run a data protection security check – a standard set of questions about the account – before making any changes. This is designed to protect the estate, not to create barriers.
Have the deceased’s Plusnet username or account number to hand if you can find it – it appears on any Plusnet bill or in a Plusnet welcome email. If you cannot find this, the team can search by name and address.
Tell the adviser whether you want to cancel the account or transfer it to another person at the same address. Plusnet can often handle this during the initial call if the security check is passed.
If the security check cannot be completed
If you are unable to pass the security questions over the phone – because you do not have the account number, username, or other account details – Plusnet will ask you to send a copy of the death certificate. Once received, the team will process the closure or transfer.
You can send documentation by post or email. For postal correspondence: Plusnet PLC, Pinfold Street, Sheffield, S1 2GU. For email enquiries: postroom@plus.net.
Plusnet and BT: separate notifications
Plusnet is a BT Group company, but it operates its own account systems and its own bereavement team. If the deceased had both a Plusnet broadband account and a BT account – for example, a BT mobile contract or a previous BT broadband service – each requires a separate notification. Contacting Plusnet does not notify BT, and contacting BT does not affect the Plusnet account. See our guide to notifying BT for the BT process.
Source: Plusnet bereavement help page, last verified May 2026.
What documents you will need
Plusnet’s documentation requirements depend on whether the security check can be completed over the phone.
| What you need | Details |
|---|---|
| Plusnet username or account number | Found on any Plusnet bill or welcome email |
| Deceased’s full name | As registered on the account |
| Deceased’s address | Billing address on the account |
| Date of death | Required for all notifications |
| Your name and contact details | Name, phone number, relationship to the deceased |
| Death certificate | Required if security check cannot be passed by phone |
If you do need to provide a death certificate, a scanned copy or clear photograph is sufficient – you do not need to send an original. Keep original certified copies for organisations that specifically request them: banks, pension providers, and the probate registry commonly do.
Certified copies of the death certificate can be ordered from the register office for £11 each in England and Wales (source: gov.uk/order-copy-birth-death-marriage-certificate).
What happens to the broadband and phone account
Once you have notified Plusnet, you will be asked whether you want to close the account or transfer it to another person at the same address.
Closing the account
Plusnet will cancel all services on the account. Billing will stop once the closure is processed. A final bill will be issued for any charges accrued up to the closure date.
If the account is in credit – for example, if a direct debit was taken after the date of death – Plusnet will arrange a refund of the overpaid amount to the estate. Confirm during the call how you would like any credit returned: bank transfer or cheque.
Any outstanding balance owed to Plusnet at the time of death is a debt of the estate, not of the family member making the notification. You are not personally liable for the deceased’s Plusnet bill.
Transferring the account
If another person at the same address needs to keep the broadband or phone service running, Plusnet can transfer the service to their name. The new account holder will need to set up a new Plusnet account – the existing account cannot simply be renamed. This is the better option if you want to avoid a service gap: new broadband activation on a fresh account can take one to two weeks.
Transfers are restricted to immediate family or the nearest blood relative of the deceased. This includes a spouse or civil partner, children, siblings, and parents.
Early termination fees
If the deceased was part-way through a minimum-term contract, Plusnet will typically waive any early termination fee when the account is being closed due to bereavement. You should not be charged an exit penalty. Under Ofcom’s guidance, telecoms providers should not apply penalty charges when closing an account because of the account holder’s death (source: Ofcom – notifying a provider of a customer’s death). If an early termination charge appears on the final bill, ask the bereavement team to review it.
Joint accounts
Broadband accounts are almost always held in one person’s name. If the deceased shared a household, the other person will be a service user – not a joint account holder. This means the service does not pass automatically: the other person will need to request a transfer, set up a new account, or cancel the service.
How long does it take
| Action | Timescale |
|---|---|
| Account closure or transfer initiated | During the call, if security check is passed |
| Full processing of closure | 1–3 weeks once documentation is received |
| Final bill issued | After account closure |
| Refund of credit balance | After account closure – allow a few weeks |
Plusnet typically takes one to three weeks to complete a bereavement case once all required information has been received. Straightforward closures where the security check is passed on the first call should be at the faster end of that range.
Bills will continue to accrue until the closure is confirmed, so it is worth calling as soon as you feel ready. Cancelling the direct debit before the account is formally closed can complicate the final settlement – it is better to let Plusnet close the account first, then cancel the direct debit once you have received the final bill. See our guide to cancelling direct debits after a death for more on this.
Tips and things to watch out for
Bills carry on until you call. Plusnet is not automatically notified when someone dies. The account will continue to be billed at its normal rate. Call as soon as you are able to, and make a note of the time and date of your call in case there is any dispute about when the notification was made.
No online form means a phone call is required. Unlike some broadband providers, Plusnet does not offer a web form for bereavement notifications. If you find the idea of a phone call daunting, it can help to write down the key details beforehand – account number, date of death, your relationship to the deceased – so you are not scrambling during the call.
Router return may be required. If the deceased had a Plusnet-supplied router, check with the team whether it needs to be returned. Confirm during the call whether a returns bag will be sent, and keep proof of postage when you return any equipment.
Plusnet is not BT. Despite being part of BT Group, Plusnet and BT are distinct brands with separate account systems and separate bereavement teams. If you contact BT about a Plusnet account, they will be unable to help. Always use Plusnet’s number (0330 1239 123) for Plusnet accounts.
Tell Us Once does not cover Plusnet. The government’s Tell Us Once service notifies government departments of a death in one step. It does not cover private broadband or telecoms companies – you will need to contact Plusnet directly.
Watch for ongoing direct debits. If Plusnet has an active direct debit mandate, payments will continue to be taken until the account is closed. Notify Plusnet promptly to limit the amount you will need to reclaim. Do not cancel the direct debit before speaking to Plusnet – see our guide to direct debits after a death.
Summary
To notify Plusnet after a bereavement, call 0330 1239 123 (Monday–Friday 8am–8pm, Saturday 9am–7pm, Sunday 9am–6pm). Have the deceased’s Plusnet username or account number ready, along with their name, address, and date of death. Plusnet will run a security check over the phone. If that cannot be completed, a copy of the death certificate will be needed.
Early termination fees are typically waived. The account can be closed or transferred to an immediate family member at the same address. Processing takes one to three weeks once all information has been received.
If the deceased also had a BT account, that requires a separate notification to BT – Plusnet and BT are separate brands. For a broader list of broadband and telecoms companies to notify, return to the what to do after someone dies hub. If you are also managing other broadband accounts, see our guides to Sky and Virgin Media. For a complete bereavement task list, try the free checklist tool.