Had to make a new account even after making payment

[#1]

Good morning. I have woken up this morning to see that my broadband has been stopped and my account is closing down despite making a payment even though it was late. Phoned up and customer service stated I need to make a new account which I’m now on and had to chose a new package. Now I’ve found out that I’ve got to wait over a week to get my broadband back up and running.

Find this to be appalling customer treatment and as I require my broadband for work I’m now stuck using my mobile data. Is there a way to fast track my broadband order in any way.

Any help would be greatly appreciated as I really don’t want to leave plusnet. Cheers!

[#2]

Moderator's note(s):

Thread moved from My Account/Billing to My Order.

[#3]

How late was the payment?

[#4]

Payment was about a month late due to my work paying us late

[#5]

Ouch - you will have been bitten hard by the T&Cs...

6. If you fail to pay

6.1. If you don't pay your bill, we'll remind you (for example by calling or interrupting your broadband service). If we still don't receive payment we may:

6.1.1. add a late payment charge as set out in the Price Guide to your bill (but normally only if we don't receive payment within 10 days of our reminder);

6.1.2. suspend providing the service or end our agreement. We normally won't do this until 14 days after your bill was available to view (please note paragraph 16.3 may apply);

However clause 16 also applies...

16.2. We'll normally give you 14 days' prior notice before suspending or stopping providing our services (and/or ending our agreement) and work to resolve any issues with you. However, we may not do this if there is a real risk of loss or harm to us or our other customers (for example, where there is a reasonable suspicion of fraud or other abuse).

16.4 We can terminate our services and/or end our agreement at any time by giving you 28 days' notice.

Did you receive explicit notice that the service would be stopped?  If not, you might try the complaints process - see below.

The time line you have been given for a new service is the standard service provision timeline.  Expedited installations could be requested, but I believe that they cost over £100.

Bills are due to paid on presentation immediately.  Users can change their billing (up to twice per year) to suit their budgeting needs.  If your employer requires you to be able to work from home, then your employer should be paying for an internet service suitable for such purposes.  The service you have been using and seek to continue to use is residential consumer grade.  If my living were dependent on such services, I would want something with better than 72 hours target repair time.  BT Business offers such services ... but you pay for it!