I have been tempted by BT

[#1]

By my team I was referring to the complaints team.

[#2]

Well the complaints team are not the cancellations team. For the latter you've been given the answer to that several times in this thread. If you want an answer to the leaving request it has to be made by phone or letter. Personally I think telephone contact gives benefits for both sides though in my opinion extending the hours and days when that team are available would improve user perception of the service. Matching sales team availability provides balance.
Those with hearing difficulties can find telephoning difficult though despite being profoundly deaf our neighbour copes with this.

[#3]

Shutter:  Feedback heard and understood.  I'll pass it directly to our Head of Sales and Retentions.
Current policy is cancellations via letter and phone only.  If we decide to change that based on this (and other bits of feedback we received) we'll let you know on here.
edit: stupid typo...

[#4]

Are the Customer Options Department not allowed email / tickets?
Are these not considered sufficiently secure or traceable?
As a long time customer (and generally a very positive one) I would also say that (Ofcom approved or not) the requirement to telephone in working hours or take pen to paper is somewhat at odds with the rest of the Plusnet experience.

Quote

Current policy is cancellations via email and phone only

OOOPS?

[#5]

damn, you spotted it before I fixed it. 

[#6]

Sorry.

[#7]

Just to add to this, I'll be talking with the COT guys in the next few weeks about their policies/processes and I'll be bringing this feedback in.
Is the main gripe around opening hours of COT?  Or is it just having to call? 

[#8]

It is having to call.
Just about every other ISP allows you to request a MAC by email or ticket

[#9]

@ Kelly,
I think the main problem lies in the lack of facility to email/ticket/on line queries regarding leaving PlusNet.... this has been a bone of contention for at least 4 years of my 6 years with PN...
It might need a "special pro-forma" type "leaving request form"... or just a direct email/ticket/online contact point.
For the vast majority of customers .... phoning during the "normal working day" can be just as much a problem, as the one I have been "going on about" on this thread, due to the fact that, they too, are working...
having the option to email/ticket/online in the same way as everything else customer related, means that working people, who cannot call during the working day, can, together with hard of hearing customers make requests for information regarding leaving as simple as raising a ticket about the broadband connection fault, or whatever.  ( and do it after working hours )
Thank you for offering to bring this to the notice of the relevant people.  
I do hope that they can see the benefits to the customer, and to the company, of being more "flexible" in this matter.

[#10]

Quote from: Oldjim

Just about every other ISP allows you to request a MAC by email or ticket

I was under the impression most didn't?   Do you know who does?
Edit:
I just had a quick look around.  BT, Virgin and O2 require you to phone then.  Talktalk will accept an online request for a MAC code, but I'm not sure about the phone service.

[#11]

I joined Plusnet almost two years ago, I transferred from Waitrose as it was then (John Lewis) .
Im sure I moved via their ticket method.
John Lewis broadband was/is "managed" by Plusnet, clearly things could have changed since Jan. 2011

[#12]

Well, I hope you are not going to use that as a "benchmark" in the negotiations.
Just because others do, or don`t, does not mean PlusNet has to bury itself in the sand......
or as my mother used to say....
"just because Matt puts his head in the gas oven, while its on, doesn`t mean that Kelly should too"
( the names have been changed to protect the innocent   )

[#13]

Shutter: I'd be tempted to ring them up when you have loads of time to spare. If they are in any way difficult with you because of your hearing difficulties or try to cut you off because it's taking too much time raise a complaint. James or one of his team will then have to spend time listening to the call.

[#14]

BT - you can request a MAC on line http://bt.custhelp.com/app/answers/detail/a_id/9778/~/how-do-i-request-a-mac-code%3F

[#15]

Maybe not directly applicable but surely there's a principal in common here. The following is an extract from OFCOM's telecoms policy regarding transfer of telephone services:

Quote

Customer’s termination rights 24.9 When the Customer enters into a contract to transfer a Fixed Line Telecommunications Service the Gaining Communications Provider must allow the Customer to terminate the contract from the point of sale to the completion of the Transfer Period without charge or any other form of compensation being required to be given by the Customer to the Gaining Communications Provider. 24.10 The Gaining Communications Provider must have procedures in place to enable the Customer to exercise their right to terminate their contract pursuant to General Condition 24.9 without unreasonable effort. These procedures must include the ability to contact the Gaining Communications Provider to terminate the contract by any of the following contact methods: (i) telephone; (ii) e-mail; and (iii) post.

My emphasis.
Source: http://stakeholders.ofcom.org.uk/binaries/telecoms/policy/narrowband/statement.pdf