Plusnet moving house fee

Raquela

I signed up with Plusnet last August, haven't really had any problem with them til now - I'm moving house and need to transfer my internet, and they want to charge me £60 for the privilege! I'm refusing to pay it as it seems completely unfair - I'm not breaking my contract, which is what they are viewing it as - they say the fee is made up of £20 'cessation' fee and £40 house move fee. Has anyone else had this problem with Plusnet or anyone else? BT have confirmed they wouldn't charge me any such fee.

They are also impossible to deal with - I ring their call centre (apparently in South Africa, but it definitely sounds like an indian call centre to me), and they tell me to look at the website, even when they've left me a message to call them! I'm so frustrated with them.

cajef

I moved house late last year I opted for the deferred payment house move, Plusnet will pay the costs if you stay with them for a further 18 months, if however you leave within that period you will become liable for the costs.

From the house move T & C :-

'Stay with us for 18 months and you don't pay anything more to move your broadband. Leave within 18 months and you pay £60 (inc VAT).'

aerostar

Typical of the move to forcing you into 18 month contracts, why isn't it a proportion of the cost if you opted to leave in 6 months?. (2/3rds time left so should be £40 if you left then)

I think that is a fairer way, but then companies always like to give/make terms unfair to consumers, nice if someone challenged it legally.

DatabaseError

they don't force you into an 18 month contract, you are free to break you current one and pay the associated fees, however BT will charge them ~£20 for a cease, and ~£40 for an activation at the new property..why shouldn't you be charged?

keyz

I appreciate your annoyance, Raquela, at such a fee. I signed over to the 18 month Plusnet Value contract yesterday (you commented on my thread) after 6 months on Broadband my way Opt 1, and read the terms and conditions of the contract and the FAQ's / information on the web site which included £60 house move fee. I also know that if I cancel within 12 months of first signing up to their service, I'll get charged for my router, and a number of other fees. It's all there in black and white.

I don't whether you did or didn't, but if you just tick the box on such deals ( e.g.on the basis of an attractive headline price) to say 'I have read and accept the terms and conditions', but don't read them, then it's not the supplier's fault if you suddenly find you are liable for a charge which you don't like. If you did read the terms, and objected to the potential of such fees, you had the choice to look elsewhere

I don't mean to sound harsh or provocative, but there it is.

JohalaReewi

Raquela wrote: »

I signed up with Plusnet last August, haven't really had any problem with them til now - I'm moving house and need to transfer my internet, and they want to charge me £60 for the privilege! I'm refusing to pay it as it seems completely unfair - I'm not breaking my contract, which is what they are viewing it as - they say the fee is made up of £20 'cessation' fee and £40 house move fee. Has anyone else had this problem with Plusnet or anyone else? BT have confirmed they wouldn't charge me any such fee.

When you move house, BT have to cease broadband at your old house and provide broadband at your new house. They charge your ISP for this hence the £60 fee. Plusnet will 'absorb' this fee if you commit to staying with them at your new house for a period of time (used to be 12 months).

However, Plustnet have new products 'Value' and 'Unlimited'. It doesn't say so on the main page but, these products include one free house move in the contract period so you could change to one of their new products (18 month tie in though) and then use the free house move option.

Raquela

but they haven't offered me that. I'm happy to stay another 12 or 18 months, whatever it is, they have just said I have to pay this fee. Seems to me now that if they have offered other people this, they should be offering me it.

By the way, to the person who questioned my reading of terms and conditions I'm a paralegal... I read everything.

cajef

Raquela wrote: »

but they haven't offered me that.

Go to the Plusnet website and log into the Member Centre > Account Details > Move my ADSL.

Choose the Deferred Payment option and fill in the required details to arrange a house move, easy all done on line without having to contact anyone.

By the way Plusnet customer call centre is based in Sheffield not South Africa or India.

JohalaReewi

You could post the question on the Plusnet community forum.
http://community.plus.net/forum/index.php/board,3.0.html

Plusnet staff James or Mandy should be able to help you.

b0rker

I would steer well clear of plusnet if I were you.

They used to have a very good reputation but were bought over by BT in late 2006 and have never been the same since.

Court cases with the previous owner, really poor customer services etc.

I have been involved in a 3 month dispute with them recently.

Stay well clear!