Account contract vanished

zpeterk · ‎14-04-2007

I renewed my contract for 12 months in August having been out of contract for a long time, and last week I received an email saying I was out of contract and would be charged £47.50 a month. I contacted customer services and now appear to have a contract that started on the 14th of November. I specifically only wanted a short contract as fibre is coming to my area.

Can someone look at this for me.

Thanks

Townman · ‎22-08-2007

Personally, I would speak with COTS. Was the first renewal online or over the phone? If the latter, I would request that the recordings be reviewed, the contract start date be set to that of the original arrangement ... and any OOC higher charges be refunded.

As for a switch to full fiber, if you do that with Plusnet it would be reasonable to anticipate that any ETC fees on the existing service will be waived for taking out a new FTTP contract.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 (from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

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zpeterk · ‎14-04-2007

Thanks for the info, I''l give them a ring