plusnet hidden fees

NeverEnough

I've always found Plusnet really easy to deal with, but then compared to TalkTalk, anything was a relief! The problem here, I think is the £25 "cease" fee that is universally applied by EVERY ISP, and not waived normally that I know of.Not just Plusnet - everyone else does it too, but usually it doesn't apply as you transfer to another ISP or move house, when it isn't charged. None of them point this out, so while it isn't exactly "hidden", it isn't the main topic of conversation when you sign up to an ISP. Nor, for that matter, is the requirement to write and cancel - some do that, others accept a verbal request. And some don't do it - ever - doesn't matter how often and what method you request it (TalkTalk!!) We all fail to read Terms and Conditions carefully, I think, and its no surprise when they return to bite you at some stage.......

mmillie

Thanks. I think I have confused everyone talking about the termination fee. I don't have a problem with that.

My problem was that plusnet started charging me 5.99 a month 6 months after I had told them I was moving house and didn't want their service any more. The first person I spoke to on the phone didn't care that I was being charged for a service I didn't want, and that they weren't providing, but fortunately I got through to someone else today who was more reasonable.

Martin

NeverEnough

The quality of the note on the system may have been an issue: also if the service was "suspended" for 6 months, it may simply have been reset via computer to restart if you hadn't cancelled it before the 6 months was up - and it seems you didn't actually cancel it. Luckily, though, you didn't have to speak to some frightful Indian call centre and found someone who actually understood what you were saying and sorted it out. I daresay if you had cancelled as per TandC within the 6 months "suspended" service, you may not have had this aggravation - they should have been much clearer than that originally. Plusnet customer support are local to the UK and I've certainly found them helpful - they even called to check my BB service was up and running as it should after my recent move.

muskoka

Thank you so much for this thread. I'm on hold with Plusnet. I'll contact them BY LETTER & by phone and cancel . Thanks so much for the info