Can i Break plusnet contract? (merged)

JohalaReewi

It could have been worse. Plusnet are also having problems with the BT MAxDSL rollout and they deleted loads of customers' emails, and emailed a large chunk of the customer database to lots of people, and have now stopped helping customers in trouble via the ADSLguide forum. Getting support is not easy at the moment and with the current problems, support is what a lot of people need and aren't getting. Maybe things will level out when MaxDSL and LLU start working.

t8769

>Maybe things will level out when MaxDSL and LLU start working

I have unfortunately been with them for months and they almost never answer the phone. When I did talk to them, much of the information they gave me was completely misleading.

Beware..

t8769

When I asked them, they told me it was just a simple payment of £70 to leave, is this true?

They've lied to me about everything else, so I'm assuming they lied to me about this as well.

Does anyone know what the deal is?

oldwiring

Seamus wrote:

For anyone who is thinking of joining Plusnet or is an existing Plusnet customer the following may be of interest.

In the past, I have previously had nothing but praise for Plusnet. You could always ring them and get through to a real person or raise a ticket and get a response in a few hours.

However, over the past few weeks I have nothing but trouble from them. Initially they forcibly switched my broadband connection from BT to the Tiscali LLU. This means that Tiscali rather than BT are responsible for your braodband at the exchange. As I was quite happy with my rock solid broadband I asked them to leave it alone and gave them over two weeks notice. However, they said it was going to happen regardless.

Anyway, come the day of the move, my broadband stopped working. It was impossible to contact anyone at Plusnet on the phone and they were non responsive to tickets raised online. Eventually, after emailing the CEO my broadband reappeared after 4 days.

Unfortunately, it died again after about 4 days and I haven't had it since. Again I am unable to speak to anyone at Plusnet and they are not responding to tickets I have raised.

The moral of the story is, think hard before joining Plusnet now and if you are already a Plusnet customer be very wary of being switched to LLU.

End of rant.

Thre was a lengthy email yesterday, that said they had got over their backlog.

Lo, this morning I could not get on for over 3 hours. I phoned the support # and I could not hear the recording it was so soft. So you take [ot luck and it is even softer or you get cust off. As last resort I tried the premium #. It rang connected and cut off immediately. It begins to look like the monkeys are running the zoo:mad: One thing I cannot fathom is that I could not get on line, but my daughter on same exchange and but 2Km away had no trouble.

JohalaReewi

oldwiring wrote:

Thre was a lengthy email yesterday, that said they had got over their backlog.

Plusnet have been saying that for sometime but, there are still lots of MaxDSL and LLU problems (just check the various forums) and it takes them a good 2 days to even acknowledge a MaxDSL or LLU ticket on their help system. Then all they do is tell to to reset your equipment every day for 3 days. After that they might pass the problem to their supplier (BT or Tiscali) so I suppose at that point, Plusnet can say thier backlog is cleared (it is now BT or Tiscali's backlog ). Luckily for me, my speed has picked up a bit and my MaxDSL is usable again. I have opted out of the LLU upgrade so when Tiscali ride into my town, fingers crossed they leave me out.

t8769

When I joined Plusnet they said I could leave any time in the first year, and just pay a one off fee of £50 - £70, but I have no idea if this is true.

Does anyone know if this is true..

Do oyu have to pay to the end of the 12 month contract? I was told it was a monthly contract.

JohalaReewi

t8769: It depends on what you signed up for...

If you signed up for a monthly contract, you can just give 30 days notice and leave. If you signed up for an annual contract, you will have to pay for the full 12 months if you leave before the 12 months are up.

On top of that. If you were a new broadband user and took advantage of the free connection (and modem) offer, you will find that this isn't really free at all. If you leave before 12 months is up, you have to pay the connection charge (and for the modem if applicable). This applies to both monthly and annual contracts.

You can find out what kind of contract you signed up for on the plusnet portal http://portal.plus.net/index_nlp.html log into your plusnet account and click on account details (under My Account on the left). Then click Account Details. There you can see what you are signed up to.

t8769

When I signed up they said I could leave anytime and just pay a leaving fee, but you say there's a joining fee as well.. I don't remember anything about that...I didn't get a modem.

Do you know what the joining fee they charge is..

JohalaReewi

Did you find out want type of account you were on?

If Plusnet is your first broadband provider, they would have paid BT a connection (setup) fee of £47 on your behalf (unless you opted to pay it in full yourself). If you quit Plusnet before 5 years is up, they will want some of this back. In your case, if you leave within 12 months, they will want all of it.

http://www.plus.net/residential/broadband/freesetup.shtml/?link=resbb_free_setup

OR..

If you migrated to Plusnet from another ISP, Plusnet would have paid a migration fee on your behalf (about £15 i think). If you leave within 12 months, they will want you to pay this back.

Ultimately, Plusnet are the people to ask for a leaving figure but you need to keep an eye on what you are liable for, just in case.