£25 to leave??????????????????!

[#1]

Quote from: dgharrison

I'm only asking them to prove they sent it and I received it.

Actually, you weren't...

Quote from: dgharrison

Please send me proof that I a/ received this message, and b/ agreed to it.

Quote from: dgharrison

to which I requested to be sent copies of when I had agreed to this fee.

Quote from: dgharrison

"Please send me proof that I agreed to these terms and conditions." It's not a lot to ask. A signature? A dated acceptance form?

Doesn't change the fact that it's your word ("I didn't get the email, honest m'lud") against PlusNet's ("We automatically sent an email to all the registered address on our customer database and changed our web pages to reflect the updated T&Cs") 
PlusNet can, in all likelihood, no more prove that they sent the email than you can prove that you didn't receive it but the balance of probability comes down in their favour...

[#2]

Lots of debate but Plusnet. seem to have gone quiet.
I do not believe it is my responsibility to prove I do NOT owe this money. If that were the way it worked anyone could send anyone else a bill and demand payment.
I believe it is Plusnets' duty, when accusing me of owing them money, to have the courtesy to write to (or email) me with a request for the money, which they have never done, and to include proof that I agreed to be responsible for that fee, which they have never done.
I asked Plusnet, in a phone call, to discontinue my broadband service as I had two broadband lines (business and personal) and with the advent of fibre only needed one. I was told of the £25 cessation fee which I queried and asked for the paperwork to be sent to me confirming I had agreed to this fee. Instead, the next contact I had was from the debt collectors Plusnet had set on me. I told the debt collectors I was still waiting for the above info from Plusnet and eventually I got  a letter from Plusnet saying I had been told on the phone of the cessation charge and that  I had "accepted electronically" the revised terms and conditions. My memory is not as good as it used to be, and we could be going back 6 plus years here so it is understandable that I have no recollection of "accepting electronically".  If I did, and I am sure Plusnet would have kept a record of it,  if they let me see a copy of that record then I will pay the fee immediately. However without that proof I will not pay this bill, just as I would not pay any other unsubstantiated demand for money.

[#3]

Unfortunately you accepted it by continuing your subscription at the time this change was brought in. The original T&C you signed up with most probably included a clause to essentially notify you of any change in T&C and give you a grace period to either accept change (by doing nothing) or cancel your agreement. This sort of clause is very widely used.

[#4]

Good luck to the OP when he loses and costs are added to the £25.

[#5]

Quote from: dgharrison

Lots of debate but Plusnet. seem to have gone quiet.

Given the nature of the original post I wouldn't expect a response from Plusnet outside normal working hours TBH.

[#6]

I got this email on 11/9/2009.  As is usual with Plusnet, I got two identical copies.  I have put the relevant bit in bold and edited out my name.  The copy and paste has removed the original hyperlinks in the two "Find out more ..." lines.

Quote

Important information about your Plusnet Terms and Conditions Dear ********, Back in April we revamped our Home Phone products, packing in more features such as discounted rates to mobiles, 300 minutes of international calls to 20 top destinations, inclusive voicemail, and even inclusive calls to Plusnet support. We’ve now made some further changes that we wanted to share with you, as well as an update to your existing broadband terms and conditions. We’re pleased to announce that as of 22nd October 2009 we're adding FREE calls to 0845 and 0870 numbers to the inclusive call time for both our Talk Plans*, but our line rental will remain at the same low price of just £10.95 per month. Find out more about our Home Phone products In addition, Ofcom (the industry regulator), has recently issued some new guidance to broadband and phone providers and we’ve incorporated their recommendations into the terms and conditions for our products. Some terms and conditions and charges relating to broadband cessation have also changed and these have been included as well. If you’d like to find out more, and for more information on the changes to our Home Phone service, we’ve put together an FAQ on our website: Find out more about upcoming changes to your terms and conditions Kind Regards, Anthony Vollmer CEO, Plusnet

   

[#7]

Quote from: dgharrison

Lots of debate but Plusnet. seem to have gone quiet.

Yes, it's midnight and those of us on the forums work until 5.30pm.

Quote

My memory is not as good as it used to be, and we could be going back 6 plus years here so it is understandable that I have no recollection of "accepting electronically".  If I did, and I am sure Plusnet would have kept a record of it,  if they let me see a copy of that record then I will pay the fee immediately. However without that proof I will not pay this bill, just as I would not pay any other unsubstantiated demand for money.

The proof of the acceptance is that you continued to use the service after we advised you (and every other customer) of the cessation fee and subsequent changes to it.

Quote

I did not sign up with Plusnet. I was a Metronet customer and was transferred over without being asked.

That's very strange, and not something we've ever done. The only time we move someone from Metronet to Plusnet is on their request, this is due to the amount of manual work needed to make the change on our side.

[#8]

Then please send me a copy of that notification email.

[#9]

In your case it would have been at the point of signup to Plusnet, whether that was over the phone or online.

[#10]

Then please send me the date that happened. I have been with Metronet / Plusnet for about 20 years.

[#11]

Your Plusnet account was signed up on 08/03/10, which is after we started charging the cessation fee and after it was included in the T&Cs.

[#12]

I moved my broadband from Orange to Sky then Sky to Plusnet and was never charged.
What an awful company.

[#13]

And your point is?
The cessation charge is only made when xDSL is removed from the line completely.  In your case, you migrated so there was no cease...

[#14]

Quote from: Jarr

I moved my broadband from Orange to Sky then Sky to Plusnet and was never charged. What an awful company.

they dont charge if you move providers'.its surprising how many people don't read terms and conditions and just accept,someone with learning difficulties such as myself couldn't take it in anyway.
i think sky charged me when i left as i went to bt but didn't take the internet to take advantage of bt basic as i receive a qualifying benefit.

[#15]

Quote from: Chris

Your Plusnet account was signed up on 08/03/10, which is after we started charging the cessation fee and after it was included in the T&Cs.

Oh good. That is not as long ago as I thought. In that case you should still have a copy of whatever I signed or agreed to that you can send to me as confirmation. I look forward to receiving it.