How do I close my account with Packnet
If you are looking to move your services to another provider or you no longer need our Telephony services, you can follow these steps to remove billable services and then close your account.
Dashboard
To delete dashboards, log in to Metis and select Dashboards from the left menu. From the 'View Dashboards' tab, click the delete option on each dashboard line. Do this for all dashboards.
Numbers
IMPORTANT: If you are moving to another provider and would like to keep the numbers within your Packnet account, you should arrange to port your geographic & non-geographic numbers to the new provider. Only remove your numbers from your Packnet account once the port is completed. If you do, your number port to the new provider will fail.
If you are not moving to a new provider, remove the numbers from your Metis account.
To remove numbers, log in to Metis and select Numbers from the left menu. From the 'View Numbers' tab, click on the number, and from the dropdown, select deactivate number and confirm your choice. Do this for all numbers in the list. Repeat this process for 'Non-Geographic', 'Fax 2 Email', 'Conference', and 'Outgoing Only' numbers.
To remove UK freephone and International numbers, please get in touch with the support team.
Extensions & Voicemail
To delete extensions, log in to Metis and select Extensions & Voicemail from the left menu. Select the delete option from the actions column dropdown on each extension line. Do this for all extensions.
Trunks
To delete extensions, login to Metis and select Trunks from the left menu. From the 'View Trunks' tab, click on the delete option on each Trunk line. Do this for all trunks.
Call Recording
To remove the call recording service, log in to Metis and select Call Recording from the left menu. From the 'Retention Settings' tab, please ensure the retention period is set to 30 days. Ensure the 'Delete' option is selected next to 'When The Retention Period Is Over, I Want The Files To Be'. Next, choose the 'Call Recording Settings' tab and ensure that all Inbound and Outbound options are removed.
IMPORTANT: If you want to keep a copy of your call recording, you can download files directly from the Call Recording Report. If you have a high volume of data, you can contact the support team, who will arrange for your recordings to be uploaded to a location you advise*.
*charges apply
Broadband
If your broadband order was placed via Metis, you will have the option to cease the order via Metis.
This guide shows the process of ceasing a broadband order.
For orders not placed via Metis (where the circuit is provided by either Vodafone or Nasstar/KCOM/Eclipse), please email the support desk with your circuit order number or CLI to request a cease.
You can find these in Metis. Log in and select Reports from the left menu. Then select Broadband. This will display all your Broadband orders/circuits.
IMPORTANT: Please note that charges apply when you're ceasing broadband circuits.
For more information, see this guide
WLR3
To cease any WLR3 line with Packnet, please email the support desk with your line order number or CLI.
You can find these in Metis. Log in and select Reports from the left menu. Then select WLR3. This will display all your WLR3 orders/lines.
IMPORTANT: Please note that charges apply when you're ceasing WLR3 lines.
Final Billing
Once all billable services have been removed from your account, your final bill will be issued on the first day of the following month. If you have a direct debit mandate in place with Packnet, you should not cancel it until your final bill has been paid.
Once your final bill has been processed, we will check and close access to your account.