Plusnet, house move, and charges

luca_duca

ok, so I need some advice. I called Plusnet the other day to inform them I was moving. When I had previously checked their site and advance checked my new address, I mixed up the flat and house number so I accidentally selected the wrong one i.e. flat 4, 1 rd, rather than flat 1, 4 rd, so I gained the wrong info that a line already existed - meaning only 1 weeks notice was required. When I actually spoke to someone at Plusnet the mistake was discovered so I found out that i should have given 2-3 weeks notice..not great, but my error. New line needed so engineer was booked in for the 04.09.13. I have been with them less than 3 months and haven't been overly impressed with the broadband. The people on the phone have always been polite, no problem there at all, but the broadband has dropped out a few times, for a couple of days or a couple of hours, not a good start. So when i spoke to the girl at Plusnet I asked her the options. I was told as I am in the first 3 mths of the contract they would waiver the house moving fee, but I would have to pay for a new line £49.99...but that if I extended my contract by 3 mths they would waiver this fee, and give me 2 at months at half price. If I cancelled the contract I would have to pay £25 fee. I am currently moving so lots happening. I rang them back today to confirm that I wish to extend my contract to save a bit of cash, the engineers appt had been cancelled and now the only one is 17.09.13!! also if I cancelled I have just been told I would also have to pay £5.75 for every remaining month..which is 15 mths... gggrrr.

So..I'm really not happy that my original appt was cancelled, as I have it in writing that it was booked. I'm not happy that i'm gonna be without a phone line or broadband for 3 weeks, and that I can't cancel anything otherwise I face charges, I have paid the phone money up front so I would lose this also. I feel like as a customer I have no option..its lose lose. What options do I have?

macman

Not any really. You are still in minimum term and it's your choice to move, so you otherwise face an ETC of around 9 months subs. You've also had the £50 provision cost waived (the rack rate from BT is £130). You are simply being asked to recommit for another 12m, which is the norm with a Home Move.
The appointment was cancelled as you gave the wrong info. 3-4 weeks is absolutely normal timing for a new line provision.

luca_duca

Hey Macman, no the error in addresses was sorted at the time of the first call, the order was cancelled because?? The email I received said an engineer was confirmed, then today I was told it had been cancelled. Apparently the girl i spoke to tried to call my landline yesterday, but never left a message on my answer phone so i didn't know she had called. The waive for house move is standard for anything under 3mths, the new line is free only if i renew my contract and commit for another 18mths, i have been with them for 3mths so far. If I am using their service, and would be for another 15mths if i didn't renew, why do I have to pay for a new line? It is not my choice to leave, I will not have a service for 3 weeks due to the cancellation, and i'm not happy with the fees...as for BT prices..well

macman

But you always have to pay for a new line provision if there is not one already at the property. A free Home Move is a free transfer, not a free line provision. If however you opt for a longer minimum term renewal than the 12m base, then the contract value is higher and then they'll waive the install charge. That's how it works. If you want a free line, you have to agree a longer minimum term.
It is entirely your choice to move house, not Plusnet's, so you can't void your contract without penalty.