Plusnet - No internet, and £60 fine to leave

koloko

In February I ordered broadband internet from Plusnet. I paid for a years service up front, and pay £10ish monthly by Direct Debit for the compulsary Phone Line.

It is now nearly May, and Plusnet have yet to turn the broadband on.

I've phoned them around 20 times, spending an average of 1 hour on hold. I've lost count of the number of "activation dates" that have come and gone, it's in double figures.

The last "activation date" came and went on Friday 25th April, at which time I'd had enough. I phoned up to cancel the contract. The Plusnet advisor informed me I was not entitled to a refund, and there would be a £60 fine for terminating the contract early.

Since then Plusnet have given me another activation date of "30th April", but I no longer believe them after so many dates have been missed.

Is there anything I can do? I do not require the phone line and I am tempted to simply cancel the direct debit, however I fear that will trigger Plusnet passing my details to a debt collection agency.

JJ_Egan

Plusnet forums and see if a CS picks your case up.
Suppose its BT Open Reach at fault .

BBDom

Someone has posted a link to here on the Plusnet forums - I'm sure a member of staff will be along soon to try and sort it out. If you haven't done already, pop onto the Plusnet Forums and post your issues there too

duchy

What reason did they give for the delay ?

dgtazzman

A pattern I have noticed with Plusnet support is that they are very happy to pass the blame to BTOR, while there are clearly big failings in their own customer support. If you keep in mind PN gets 45 pounds off Open Reach every time they miss an appointment and you can see another reason why they don't mind so much. PN has a contract with BTOR and should be insuring the terms of it are enforced, instead of the continuous flow of 'It's Open Reach, so there's nothing we can do about it'.

I've been trying to move our services with them to our new house, but have been messed around far more than I care, having to chase them for updates. The cherry on the cake came when they disconnected us at our current house last Friday, A MONTH TOO EARLY, a blunder as they admitted themselves. We might get our phone back today and our broadband at the end of the week, if we are lucky. Phoning means you are on hold for at least 30 minutes, support tickets take 2 days to be looked at, not good by any means.

kwikbreaks

Sounds like they are doing you that proud then.

I moved to Plusnet in January. The BB wasn't activated their end but I got it sorted same day through the forum. I haven't needed any further support.

I chose PN over TT on the grounds their support should be better if I ever needed it. From the many posts I've seen on this topic since I should probably have done a lot more research.

koloko

duchy wrote: »

What reason did they give for the delay ?

Hi - the reasons have not been consistent. I've been told by different Customer Service representatives:

1. There was a "stop-block" on my house
2. A duplicate order was placed, blocking any action getting processed
3. There is a glitch in the ordering system
4. There are "TAGs" applied to my order which prevent it from being processed

I don't understand what stop-blocks and TAGS are, or why a duplicate order stops them turning the internet on for this length of time

The internet is for a house I bought in February, the previous owners used Plusnet so I hoped it was a case of turning it off in their name and turning it back on in mine.

JJ_Egan

Tag is when the line has not been cancelled correctly or BT have not removed the ISP .
try calling the BTw tag removal line on 0800 169 0934 (

koloko

BBDom wrote: »

Someone has posted a link to here on the Plusnet forums - I'm sure a member of staff will be along soon to try and sort it out. If you haven't done already, pop onto the Plusnet Forums and post your issues there too

Thanks, I read it. Friendly bunch over there. I apologise to them that I don't have the "intellectual ability" to understand how the phone + internet contracts work, and that my terminology is wrong in places.

Plusnet_company_representative

Hi Koloko,

I'm very sorry to hear of the issues you've experienced. Could you provide me with a Ticket ID reference for your account so that I could take a look into this for you? Alternatively if you could join our Community Forum and post on the thread that's been started regarding this post then I should be able to look into it from there.

As I'm unable to look into the progress of this I'm not able to make any comments at the moment of what's happened and why, however, I will do my best to try and resolve this for you as quickly as possible.

Linn K
Plusnet, Digital Care Team