Failure to supply contract - last time I renewed

[#1]

Hi All..

I have just received a strange email, suggesting that they, due to some error, failed to supply me with a copy of my contract, when I renewed last year. Since when, I have received much better, much faster service offers, from other companies, and very much cheaper than Plusnet. 

The PLusnet email suggest I can ring up, to get a copy of my contract, or I can cancel without any charge. I'm just considering the last option..Is anyone else in this situation, please? Is it as simply as ringing them, and i can get out of my contract, and move to another ISP?

[#2]

@harrym1byt 

For advice on moving broadband providers there is this article

https://www.moneysupermarket.com/broadband/guides/switching-broadband-providers/ 

HTH

[#3 · Accepted solution]

@harrym1byt  This is related to an Ofcom ruling resulting in a fine of £2.8 million for BT so it is perfectly OK for you to leave your contract with no charge.

See this post and the Ofcom link in message #2

https://community.plus.net/t5/Plusnet-Feedback/Ofcom-orders-BT-to-refund-EE-and-Plusnet-customers/m-... 

If you do want to leave best to call support and hope that they are aware of this, as you have the email that should be enough proof, best of luck.

Sorry @Dan_the_Van  your post is rather general and not applicable in this particular case.

[#4]

@RealAleMadrid 

Since when, I have received much better, much faster service offers, from other companies, and very much cheaper than Plusnet

I'm just considering the last option

Get your point but I was just answering the above, I'll make myself cleared next time.

[#5]

@Dan_the_Van  I agree that the MoneySupermaket link is useful advice so generally helpful however the salient point is that the OP is still in contract but now has the bonus of being able to break that contract with no early termination charges.

[#6]

@harrym1byt 

So today I received the same email, my contract ends 08/12/2024

[#7]

I also got that email this morning.

It says in that Ofcom article that over a million users were contacted over a year ago.

Following engagement with Ofcom, BT contacted 1.1 million customers – the majority of those affected – between 26 June and 30 September 2023, explaining that it had not provided them with the information to which they were entitled. Those customers have been given the opportunity to request the information and/or cancel their contract without charge.

I wonder why we are only being informed now. I took out a 2 year contract in July 2023. Not that it affects me anyway. I didn't even notice that the documents weren't sent.

[#8]

I'm on a FTTC (copper line) with Plusnet, and as Plusnet were becoming relatively expensive for the speed, I have been looking around, as well as inviting Plusnet to requote me a bit cheaper. Plusnet claimed not to be able to do it any cheaper, they could only offer me £50 to stay, whereas I could get 150Mbps full for fibre, for a lower cost, and a move to full fibre is not something I would be able to avoid for much longer anyway - 12 months, at the most, I decided to move to YouFibre.

SOMETHING TO BE AWARE OF......Then on Friday, Plusnet sent me a termination of contract bill, for £123, which was at odds with the earlier email from them, which said I could stay, or leave without penalty. I have just rung Plusnet to sort this out, no doubt Plusnet would have charged me, had I not queried the termination of contract charge.

[#9]

We have seen various 'characteristics' surrounding ETCs associated with exceptional exit waiver circumstances.  One such profile entailed the raising of ETCs followed by a credit to the account for the same on account closure.

Did you advise Plusnet that you intended to leave under the terms of the exit waiver, or did you (reasonably ?) just leave everything to the gaining provider lead migration process?

[#10]

I left it to my new ISP, to make whatever arrangements might be needed for the swap over, assuming there would be no issue with them requesting the termination.  Anyway, Plusnet, when I rang them, after a bit of a kerfuffle, agreed there would be no early termination fee to pay.

[#11]

Ah, in circumstances such as yours, it is likely that (without express notification to Plusnet) there might not be clarity that an otherwise normal mid-contract migration should not be subjected to ETCs.

Where special exit conditions are granted, the communication usually states that Plusnet need to be advised that you are accepting the exit offer.

[#12]

@harrym1byt

I hope by now this has been resolved for you.

Through SU escalation, it has been confirmed that the process is what I suspect - normal walking away communication including ETCs due as would be normal (part of the standard process) followed by credit of the ETCs via special case exceptions processes.

It is accepted that this might have been made clearer!

[#13]

Just thought I would let you know, my switch of ISP, and from FTTC, to FTTP YouFibre, in from the pole, went ahead well....

I managed to twist the installers arm, to bring the fibre in via the loft, with my assistance, to terminate it where my existing FTTC terminated, with that router. It was all done, dusted, and the new router working within a couple of hours. Porting my phone number, over to VoIP, took a few days longer, but that also happened without an hitch, on the day suggested - yesterday.

Now a WARNING +++

Plusnet terminated my email account, and all access to my email, almost the second my phone number was ported across, and my account with them closed. I cannot even log into webmail. Hopefully, I didn't miss any important emails, but I'll never know. Prior to Plusnet, and many years ago, we were with Talktalk. Terrible service from them, but even several years later, my email service from them, continues to work. The terrible service, was why I moved to Plusnet in the first place, and in that respect I have no complaints at all.

[#14]

Plusnet do make it very clear that when accounts having email are closed, the email service will be terminated. Yes years ago ISPs providing email did allow continued use of the email service for a charge or for free. Plusnet used to do that too.

Virtually no ISP offer email services anymore.

[#15]

@harrym1byt Purely out of interest, do you have to pay for the TT email service? I used to be with Tiscali (many, many years ago), and when their UK internet service went bust, was transferred to TT - where I stayed for a short time before getting fed up of incompetence and transferred to PN.

At some point, I was informed that to retain the email with Tiscal/TT, I would have to pay 'X' amount per month, and obviously didn't need it, so declined. I know of one user who moved from TT to BT who decided to retain the Tiscali email address he had, and he is being charged a monthly fee.