Plus net unable to supply internet and want to charge me £155 to leave.
FIXED- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Feedback
- :
- Plusnet Feedback
- :
- Re: Plus net unable to supply internet and want to...
Re: Moved house,cant supply internet yet charging me £155
21-11-2018 8:33 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Moved house,cant supply internet yet charging me £155
21-11-2018 8:36 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Moved house,cant supply internet yet charging me £155
21-11-2018 8:40 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @jack087
Sorry to hear that you feel this way.
@RandallFlagg is correct in his explanation, I'm afraid, and @jab1 speaks truth regarding assumptions - we would expect customer to read and be aware of the terms and conditions which may affect them at any point across their contract.
@daveplus - i'm afraid we can only speculate on Ofcoms future decision, as things stand our Ts and Cs apply to all customers.
Thanks,
MoR
Re: Moved house,cant supply internet yet charging me £155
21-11-2018 8:41 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Moved house,cant supply internet yet charging me £155
21-11-2018 8:44 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@jack087 Your right, if you so wish, but I have pointed out the current situation.
Re: Moved house,cant supply internet yet charging me £155
21-11-2018 8:47 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Moved house,cant supply internet yet charging me £155
21-11-2018 8:50 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
@jab1 wrote:
Thanks for that, @daveplus, but I think that as things stand at the moment, it would take a court case to decide - see this same thread in Feedback
I cannot disagree with that and thanks for pointing to the very interesting Feedback thread.
Given the billing problems that Plusnet has, and as evidence of goodwill, maybe a deal would be the best way to go.
Dave
Re: Moved house,cant supply internet yet charging me £155
21-11-2018 9:01 PM - edited 21-11-2018 9:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Moderator's note:
Two Topics on the same subject merged.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Plus net unable to supply internet and want to charge me £155 to leave.
21-11-2018 9:06 PM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
The other way of looking at this is:
You agreed to the 18 month contract, and then you decided to move house.
I think the fairness of it depends on if Plusnet treat every customer in the same situation in the same way.
Re: Plus net unable to supply internet and want to charge me £155 to leave.
22-11-2018 8:43 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Hi @jack087
I'm sorry to hear we can't provide a service to your new address.
Unfortunately the advice given above is correct that we won't be in a position to waive the early termination charge on this occasion as you've agreed to a contract term.
When processing a house move to a new property, we'd waive the early termination charge for the existing term based on that you'd stay with us at your new address, but as this isn't possible I'm afraid the cancellation fees are applicable.
I realise this isn't the answer you'd want to hear, and I apologise for any frustration or inconvenience.
If you have any further queries or concerns, please feel free to let us know.
Re: Plus net unable to supply internet and want to charge me £155 to leave.
22-11-2018 11:06 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
I will be in touch with plus net soon.
Re: Plus net unable to supply internet and want to charge me £155 to leave.
22-11-2018 11:08 AM - edited 22-11-2018 11:35 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Why can service not be provided at the new address?
Is this a case of Plusnet have excluded themselves from delivering in this location due to exiting from FTTP? If this is the case, why should a customer be so disadvantaged by a decision made by Plusnet outside of the user's control? Does Plusnet (and other ISPs) really believe that it is reasonable that a user should need to check if their contracted supplier can supply in a given location before making a decision to move home?
This is a UTLITY supply issue; other than some specific locations where BT Openreach has no access, there is zero reason outside of PlusNet's control for Plusnet not being able to supply a service. Such areas which come to mind are Kingston-Upon-Hull (Kcom) and (from personal experience) buildings served entirely by cable (at the time NTL) where BT has no way-leave.
There are potentially two factors in play here which equally lead to a breach of the contract...
- The user moved home - a decision made by the user, but potentially not under their control
- Plusnet cannot (or refuses?) to provide service at the new property - a decision made by Plusnet (outside of the control of the user) which means Plusnet cannot (will not) fulfil the contract
There is JOINT contribution to this situation, but Plusnet (along with many ISPs other than BT Retail) seem to expect the user to carry all of the consequential cost. Would be very interesting to see how this plays out in court if a user were to take it that far.
Plusnet needs to review their stance here and (for just once) follow the practices of BT Retail.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Plus net unable to supply internet and want to charge me £155 to leave.
22-11-2018 11:20 AM - edited 22-11-2018 11:21 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Plus net unable to supply internet and want to charge me £155 to leave.
22-11-2018 11:25 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
Re: Plus net unable to supply internet and want to charge me £155 to leave.
22-11-2018 11:29 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Feedback
- :
- Plusnet Feedback
- :
- Re: Plus net unable to supply internet and want to...