I would suspect devil in the detail here ... and a potential croc infested swamp.
Have you told Plusnet that you are leaving (cancelling) on day X rather than leave the termination to your new provider?
Though you have now paid until the end of your contract (aside for the possibility of call charges), if you were to leave before the end of the last month, you would be due a refund for the part month not used, but still be subject to ETCs which would be less than the amount paid.
However, IIRC where you leave within the 14 days of the end of the minimum term, ETCs are not payable as that counts as the notice period ... note though I cannot find clarity on that in the T&Cs. You need to call COTS to clarify.
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 or 0800 079 1133(from within the UK)
- +44 330 123 9197 (from abroad)
- Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday
HOWEVER, whatever you do, DO NOT give Plusnet an end date for your existing service - if the new provider runs into difficulties, you will find that you do not have an internet service ... and if the new provider is providing service on your existing line, they will not be able to place new orders on that line if you instructed Plusnet to CANCEL the service.
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.
