Cancel a non existent contract

[#1]

Hi all
I was wondering where would I stand if I was to just switch provider while apparently under contract.
I moved house and was told a month to switch the service, for the second time I had to contact plusnet about my order and for the second time I was told of a 'system error' (once with first joining and now with the house move) money was taken but no existence of an order? Now they send a mini hub which didn't work and to be honest I give up. They can't give a date, can't answer why I had to contact them in regard to my order, after payment was taken, can't answer how long they would've just taken money from an account that apparently didn't exsist. Call centre folk very helpful, but as a company? Just no. False advertisers. I have all emails and correspondence in regard to this matter and was with them for 4 years with rock solid service after the previous bout of complaints. It took 2 months to be connected, I would still be waiting now if I hadn't made contact!
Any suggestions?

[#2]

Leaving aside that theree seem to have been problems providing service to your new address, I suspect your contract term (and the billing) continues with the contract you took out at the old address.

If you were to cease the contract you would pay the (substantial) early termination charges which is what you would have paid for the service to the end of the contract (less a bit).

I take it you now have service, the question I would be asking Plusnet is what recompense they will be providing for the gap in service and if you feel inclined to move, do so within a month of the end of your current contract.

[#3]

Hi markhawkin
No, I do not have any service as although they noted my move, it somehow got lost due to a system error, they sent me a mini hub that didn't work, they are sending me another one. And I have received my bill which is now for £0. As far as I'm concerned there is no contract as if I hadn't have made them aware of the missing order they wouldn't even know I existed. No service has or is going to be provided and I was assured they could accommodate the move if I gave them a month's notice which I did (false advertising) and after phone calls and such, I was told extensive work needs to done even tho the previous owner already had infrastructure in place.... Perplexing. So I will have to wait for how long before an acknowledgement of the work that will be taking place to get recompense on a order they didn't even know existed? Doesn't sound right to me.

[#4]

All very odd this.

Plusnet will be just as able (or unable) to serve an address as any other provider on Openreach.

I assume that if you try to place an order, both Plusnet and other providers think they can serve your address.

I don't think any other Openreach based provider (with the possible exception of Andrews and Arnold) will be able to do better in terms of serving your address but clearly something has gone wrong.

With the "extensive work" comment, I wonder if the previous owner had an ADSL service and the exchange is a "stop sell" exchange for copper services.

[#5]

Sorted this after speaking with EE and open reach, they have confirmed that they do not know of my account but plusnet do. I've cancelled all contracts, if they want their equipment back they can come and get it, and virgin are installing Monday. Plusnet good customer service? Yes they are pleasent , but it's a case of the right hand doesn't know what the left one is doing... Very poor.