Cancelling Plusnet broadband and phone

ch5497

I've just tried to cancel my Plusnet broadband and phone service due to moving to a place that already has cable internet access.

I actually moved house not so long ago (end of Jan this year) bringing my Plusnet service with me from my old place.

Upon attempting to cancel today, on top of the expected 10 day notice period and cessation charges, they want an extra £65 off me for moving my service back in January. Apparently as I haven't had a year of service at the place I'm moving out of, they can charge me this.

Anybody had a similar experience of this? It does seem a bit steep, to pay nigh on £100 just to cancel.

macman

A home move always starts you on a new 12m minimum term. If you accept a free home move and then breach the 12m minimum, you'll be charged an ETC.
It's not £65 to cancel, it's compensation for your breach of contract to compensate them for their loss of revenue.

ch5497

Will there still be cessation charges after the 12 months? Could it not be cheaper to pay up the remainder of the 12 months i.e. my total payments were £18 a month so 4 x £18 = £72, as opposed to £100 now?

macman

The charges normally represent the balance owing on your contract, i.e. £18pm x the months left. there may also be a cease charge of around £25 for terminating your broadband without use of a MAC,this is levied by BT OR and passsed on to you by your ISP.
How can a charge of £65 be 'nigh on £100'?

brewerdave

ch5497 wrote: »

Will there still be cessation charges after the 12 months? Could it not be cheaper to pay up the remainder of the 12 months i.e. my total payments were £18 a month so 4 x £18 = £72, as opposed to £100 now?

You will be charged the cessation charge of £25 at any time if you don't use a MAC to move your ADSL broadband (which you won't) - this is regardless of completing the 12 month minimum term after house move.This charge is raised by BT Openreach for physical work at the exchange and passed on by the ISP.

macman

£72+£25=£97, so a total charge of £100 seems about right-ask them to break it down if necessary.

ch5497

macman wrote: »

How can a charge of £65 be 'nigh on £100'?

£25 cessation charge.
£65 charge as described.
10 days of service which is roughly (18/30)*(10) = £6.

Total of £96, unless my maths in incorrect.

Plusnet_company_representative

Hi there,

The reason for the house move charges is because this involves the broadband being ceased at the old address (£25) and provided at the new address (£40), this is what's charged to us by our supplier and I'm afraid we have to pass the costs on. It is possible to pay for a house move up front and avoid the deferred fees, but if the account stays active for 12 months the fees are removed and we absorb them.

In addition I'm afraid we're not allowed to charge for a service if it isn't being provided, this is down to regulation and isn't something we can avoid.

Hope that helps explain.

Regards,

Matt Taylor
Customer Support