The following information was updated on 1 July 2019 following new regulations introduced by Ofcom.
Can we fix this?
We’re sorry to hear you’re thinking of leaving us. plan.com is constantly pushing the boundaries to exceed customer expectations at every opportunity.
It may be that there’s a simple solution to the problems you’re having and that a quick chat will resolve the issues. If there’s anything we can do to make your experience better and stop you from leaving our experienced team of Customer Services experts are here to help.
But if you’d prefer to simply cancel your services, here’s everything you need to know to make cancelling your connection as easy as possible.
If you have any other questions or need help with cancelling your contract and cannot find the answers on this page, you can call +44(0)3300 88 18 18 or email [email protected].
How to cancel
You can cancel your contract with us at any time but it’s worth noting that if you do decide to cancel, you may be charged early termination fees.
To cancel your plan.com contract, please use one of the following channels:
- Visit our online portal go.plan.com. Our secure online portal will enable you to request a number transfer (PACs) or a disconnection.
- Send us a text to one of the below numbers:
- If you would like to request a PAC please text PAC to 65075 for free
- If you would like to request a STAC please text STAC to 75075 for free
- If you would like to make an information request, please text INFO to 85075 for free
- Call 03300 88 18 18
The easiest way to cancel
go.plan
Visiting go.plan is the simplest and most effective way to cancel your contract, regardless of how you wish to terminate your services or the number of services you wish to transfer or disconnect.
go.plan is a secure online portal and is designed specifically to provide all available options for each service on your account, process all termination requests and provide instant information about any related termination fees.
Important
For the transfer process to complete, all authorisation steps must be completed and the PAC or STAC must be activated within 30 days of being issued.
Should I request a PAC, STAC or disconnection?
Transferring numbers to a new network provider (PAC)
If you wish to keep your existing number by transferring it to a new network, you can request a Porting Authorisation Code (PAC).
PAC codes must be used within 30 days, at which point they are redundant, and a new PAC must be generated by following the same procedure.
Want to find out when your contract ends and any costs that may be payable?
You can request information about any charges (including termination fees) associated with transfer or disconnection requests without initiating a transfer or disconnection by visiting go.plan.com which will give you an immediate summary. Otherwise, you can text INFO to 85075 or call 03300 88 18 18.
Billing: what you need to know if you do decide to leave
You’ll be billed as normal until the date we disconnect or transfer your number.
Your final bill will be invoiced once your service has disconnected and we’ve calculated and reflected on your invoice any Termination Fees, accrued but unpaid monthly fixed charges, any additional accrued but unpaid call, text and data usage.
How long does it take to receive my PAC, STAC or Switching Information?
Business contracts work slightly different to a standard consumer contract as tariffs tend to be more complex which is why Ofcom’s lead times differ when it comes to issuing codes to business customers.
Here’s a breakdown of the methods you can request a PAC, the lead times for issuing you your PAC or STAC and how you will receive it.
Who can request a PAC code or a disconnection?
To transfer (PAC) or disconnect a service, you must be the person who signed the contract or an authorised signatory on the account.
If you have been supplied a plan.com service by your business but did not sign the contract, you will not be able to transfer or disconnect the service. Similarly, if you work for the company but you are not the signatory or an authorised signatory, you will not be able to make a transfer or disconnection request so please contact your employer.
Terms and conditions
Validity of PAC/STAC
Date of Disconnection
Costs of Termination