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trying to migrate from PlusNet

Been having quite a few issues with connectivity from Plusnet. Sincve they have implemented their 'traffic shaping' speeds are often very poor.

So I have decided its time to move on. Since I am on a monthly contract, it appears the sensible thing to do. Asked them for a MAC and they told me thats going to cost 14.99, since I have not been with them for more than a year! ...huh!?

Are they having a laugh?! I joined them, so I could move any time (monthly contract, and becasue it was free to migrate to them). Now this...?!

Any thoughts how I should handle this. I don't remember seeing anything about 'paying 14.99 to migrate away from Plusnet within the initial 12months'...

(more details available)

Comments

  • JohalaReewi
    JohalaReewi Posts: 2,614 Forumite
    When did you sign up to Plusnet? I guess it was less than a year ago but was it before August 2005?

    Sounds like they think you are leaving right away without giving one month's notice so have charged you a month in lieu.

    What if you say you are leaving in 1 month's time and would like a MAC code then?
    You will have given them one month's notice as required so there should be no exit charge.

    current T&Cs...
    http://www.plus.net/info2/legal/index.html

    23. Ending this Agreement

    23.1 This Agreement can be ended by:
    ...
    23.1.2 you giving one month's notice to us.
    ...
    23.3 If you give us notice that ends, ..., you must pay us the relevant cancellation Charges set out in your Agreement.
    ...

    See here for cancellation charges.
    http://www.plus.net/info2/legal/tandcarchive/280405-240805/contract_periods.html

    In particular
    At the end of your contract period, if you do not tell us that you wish to cancel we will automatically renew your contract. Your cancellation request must be given 30 days prior to your contract end date.
  • oranabana
    oranabana Posts: 242 Forumite
    Part of the Furniture Combo Breaker
    JohalaRawi,

    thanks for the prompt reply (does anyone here get any work done?! haha).
    In my experience I have had problems migrating from an ISP to another when cancelling a contract.
    I have been with them since Sept 2005 (if my memory serves me right!)

    Generally a MAC cannot be generated if the contract is cancelled. So what happens a lot is that the user has to request a MAC, then the ISP takes that as a cancellation note and cancels your contract by applying the cancellation notice of 30 days (or whatever else the notic period maybe) at the date when the new ISP takes up your broadband provision.

    This in effect often forces the user to pay two ISP at the same time over a period of upto 30 days (or whatever else the notic period maybe).

    I guess its BT's fault, but only few ISP's handle the handover correctly - on the money side of things (Metronet/Freedom2Surf come to mind...)

    I think I will contact them one more time and make sure thats what the payment is for...

    Anyone else had any issues with leaving them/paying for things not specified?
  • mhendo
    mhendo Posts: 525 Forumite
    The £14.99 is the "free migration" in which you received. When you migrate into an ISP, it costs them approx £15 in charges to BTw/BTo. Some ISP's charge this at the outset, some charge when you leave, some don't charge it at all.

    In the case of PlusNet, if you referred to the T&C's of the "free migration" offer, you'd find it says it is free and you owe them nothing if you remain with PlusNet for more than 12 months. If you leave within the 12 months, then you just pay the fee which you didn't pay at the start - ie the £14.99.

    On the day you request your MAC, that initiates the 30 day notice period required. You will continue to be billed for a full month on your next billing date. If you migrate out before the 30 days is up, then you'll have to pay up to the 30th day (requesting any refund for the period after the 30th day); if you migrated out 40 days after your MAC request, then you will have to pay up to the end of the service. Any refund you are due can be requested by sending PlusNet a ticket.

    I've never had trouble migrating in or out of PlusNet on various lines.
  • oranabana
    oranabana Posts: 242 Forumite
    Part of the Furniture Combo Breaker
    mhendo wrote:
    On the day you request your MAC, that initiates the 30 day notice period required. You will continue to be billed for a full month on your next billing date. If you migrate out before the 30 days is up, then you'll have to pay up to the 30th day (requesting any refund for the period after the 30th day); if you migrated out 40 days after your MAC request, then you will have to pay up to the end of the service. Any refund you are due can be requested by sending PlusNet a ticket.

    I've never had trouble migrating in or out of PlusNet on various lines.

    I am wondering whether to cancel my card payments to them. They have now taken the 14.99 (migration fee), but I have a feeling they will want to charge me another 14.99 for the period from 06-JUNE-06 to 05-JULY-06. However the new ISP will take up my service on the 2nd of June.

    I assume it will be a pain to ask them for the money back after June... mmmh
  • happyhunter
    happyhunter Posts: 376 Forumite
    Ideally, you should wait approx 2.5 weeks before applying with the new ISP using the MAC. This will miminise the overlapping period where you pay both new & old ISPs.
  • mhendo
    mhendo Posts: 525 Forumite
    Cancel your card, and you'll find PlusNet can still demand the money from the Credit Card company, as you agreed to a CPA on the acocunt.

    I've never had trouble getting a refund for the period after the 30 day's notice once I have disconnected accounts from PlusNet. Its just a simple ticket that needs to be raised.
  • civicwalker
    civicwalker Posts: 113 Forumite
    100 Posts
    On 4th July 2005 I migrated to PlusNet without charge on condition that “If you cancel your service before the end of the 12-month minimum period, a moving fee of £14.99 (inc. VAT) will apply" and "This Agreement can be ended by you giving one month's notice to us."

    As I want to migrate to TalkTalk, I suggested that if I submitted one month’s notice of ending my agreement on 19th June 2006, as the effective date of cancellation [19th July 2006] does not fall within the 12month minimum period [4th July 2006] the £14.99 moving fee should not therefore be due. I requested my MAC key to be issued on 4th July 2006 in order that I could arrange transfer to another ISP before my agreement with PlusNet expired on 19th July 2006.

    However PlusNet reply "You are raising a cancellation request within the first year, so therefore you will be subject to a 14.99 fee should you wish your MAC to be generated. In order to avoid the £14.99 charge, you would need to give us your 30 days notice no earlier than the 05/07/06."

    Is it me . . . . ? . . . . . but, PlusNet appear to be incorrectly attempting to enforce is a 13-month tie in (12 months + 1 month’s notice) rather then the 12-month tie in specified in the T&Cs.

    Any advice what I can do or do I simpy put up and shut up, give 30 days notice with immediate effect and run?

    Thanks in anticipation
  • computerwoman
    computerwoman Posts: 4,075 Forumite
    :j just got an email from plusnet, i'm on broadband premium option 1 £21.99 per month 2mb speed 30gb usage, 1 month contract. here's what they said to my leaving and what fee's i would have to pay to go.
    dear xxxxxxxxxx There would not be any fee for the cancelation of this account, i cannot comment on other isp's offers however checkout www.plus.net for our new phone and broadband package.
    so guess they don't want to haggle to keep me as a customer then, I asked them if they could price match and produce match the other ISP's guess not then.T:grouphug: for all us poor folk on plusnet. by the way I joined them 30/06/05 so far they haven't asked me for 30 days notice but then i haven't asked them for a mac key yet!



    Pls be nice to all MSer's
    There's no such thing as a stupid question, and even if you disagree courtesy helps.
    Tomorrow never come's as today is yesterday and tomorrow is today:confused:

    MERRY CHRISTMAS FELLOW MSer's:xmastree:
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