plusnet/force9 contract legality

toasterman

Hi,
I have a legal question regarding my broadband.
I am moving house, and because they needed someone to move in quick if I wanted the room because they can't afford to have it empty, I needed to move with 7 days notice.

Of course, I was more than prepared that when I went to cancel my broadband in my current house, I would have to give 30 days notice and pay for the rest of the month (despite the phone being disconnected in 7 days).
However, I registered my interest to cancel (theres no cancellation phone line I could find) with Force9 Monday afternoon (17th July).

I later received a message back via their online help system which said:
"Your account has been scheduled for a downgrade to a free account on 06-09-06".
Now, thats 51 days. Nearly double my monthly contract.

Their last payment they took by direct debit from me was 11th July. (This may or may not be relevant.)

I have queried this via the online system again.
What I received back was:
"As you know there is a 30 day notice period, all subsriptions must be paid that fall within the 30 day period, this subscription payment then covers you for one months service, the account then closes at the end of the next billing period.".

This may or may not have been written by someone whose first language is English, but does this mean that I pay for my 30 days, and because those 30 days cross over into the month after, I have to pay for the entire month after that as well?
That doesn't seem right to me.
Any help much appreciated.

Thanks

-Ben-

smcaul

Goodluck getting any sense out of PN/F9 customer services, they are really very bad at the moment!!!

In answer to your question though,I believe they take the 30 days notice from your next billing date (don't quote me on that though) I also remember reading somewhere that you have to then claim back the days over 30 from them - not quite sure how it works, but it is something weird and wonderful they do, I think it is just to confuse you so they can extract as much money out of you as possible. Try posting on ADSLguide.org you will probably be able to get a response from one of the PN comms team, it is usually quicker getting an answer from them on there then it is going through the proper channels.

EdCov

Yeah, I was clearly in the right with them and they said they would charge me. There attitude was if you don't like it sue, but if you don't pay we'll take you to debt collection. They did not do reason.

Of course no one will sue, but I had problems leaving Madasafish and threatening them with the regulator worked wonders. Actually with AOL, I told them that I just wanted all their details and I would write to head office on Monday. I told them I was not prepared to discuss it with them, they put me on hold and sorted out the problem. I think with force9/PlusNet, they would probably just say take us to the regulator. You would win but would it be worth it would be there attitude.

toasterman

Thanks for your replies regarding my problem. I have private messaged somebody on the adslguide forum who offered to give me the details of someone who works at Plusnet but not received a reply back regarding my issue yet.

The temptation is (as several people have suggested to me) to pay the first month, then cancel the direct debit. Given I've moved house, changed mobile networks and numbers, cancelled my landline, etc, it seems unlikely they would chase me for £20.

Given the fact my credit rating is flawless though, I might just have to pay the £20 and hope Plusnet/Force9 go under in the next 12 months (something which is looking increasingly likely from all their "accidents" they've been having in the past few months). Harsh, but satisfying as their service quality and customer service level is so poor it makes Telewest and NTL look good.

t8769

Plusnet are not nice people and not people to do business with.

When I joined they prmoissed they'd match TalkTalk's deal, but after I signed up I found they charged more and offered less. Lied to me all the way.

They don't answer the phone, and don't honour their agreements.