£30 to leave plusnet...

helenlydia1990

Plusnet_company_representative wrote: »

Hi greengreen,

No problem, yes it does sound like we need to have a quick word to clear things up with the person you spoke with. Sorry about that! FYI It's part of my job to make sure that happens too.



Absolutely, that fee is chargeable in the circumstance of a broadband connection being terminated altogether rather than transferred to another ISP via the process of ISP migration.

This may happen for example if someone is moving house and decides to take a new ISP in the process or for some reason wishes to no longer have a broadband service. That culminates in the need for what we call a "cease order" being placed which our supplier charges the same amount for.

Adam

@plusnet company representative

Same thing happened to me tonight. Was told by BT they used a sim2 process to migrate my account and did not need the Mac . I told Andrew at PN who then advised this is not something they recognise and they would have to pass the £30 on to me. I paid £17.80 minus a part refund for a month unused. Is this correct? Id asume not based on your previous posts. I also don't believe that even a simple cessation of contract warrants a fee when we are on a rolling monthly contract as finished primary term.
Please advise

Pincher

Captain's Log, Star date 15th January 2015.


True to form, nothing happened, I am still with Plusnet.
The one year contract has ended, so Plusnet is charging £9.99 a month for broadband. Line Rental Saver should be ending any day now, as well.


EE said activation can take until midnight 14th January, so I rang at 22:00 on 15th January. Took 40 minutes to get through. Needless to say, the process of taking over the line failed.


Obviously, they needed to do three things:


1. Set up my account
2. Take over the landline
3. Take over the broadband


It would appear that my account was not set up!
Hence the landline could not be taken over.
No idea as to why my account was not set up.
The work placement program for Somali refugees theory is my first guess. Disabled work access for the blind is my second.


So, third attempt is landline switch over on 29th January, because "Ofcom does not allow them to take over a line earlier than ten working days".
Broadband switch over two days later. Modem through the letterbox roughly two days before broadband switchover.


Somebody once said, you have to watch the whole movie all the way through, to hate it properly.

Pincher

Captain's Log, Star date 29th January 2015.

Third time lucky.

The Brightbox modem/router arrived by Hermes courier a week early.
Shaped to fit through the letterbox, and says so on the packaging.

Received an e-mail time stamped 5am, saying the broadband is now active.
True enough, can no longer use the Plusnet Technicolour modem/router to access the internet.
Swapped in the Brightbox modem/router, and it all works how it should.
Router statistics reports 13Mbps, which is same as under Plusnet.
Various speed tests confirm ~11.8Mbps download speed.


Line Rental Saver
_________________

Logged into the EE online account, no sign of the Line Rental Saver.

Rang up EE customer service on the 0800 number, 20 minutes to get through.

Line Rental Saver was not set up, despite ticking the box when I applied.
Not a problem, £132 now added to first bill.
Direct Debit on Santander 123 account, so will get 3% cashback for Comms DD.


Restore old telephone number
____________________________

Asked the EE customer service person to check, and my old telephone number that could not be reserved is now free,
so grabbed it, and will be restored in 48 hours.


EE TV Box
_________

Asked for the free EE TV Box. she cannot do it in her "department".
Transferred to a different department: "Television and Broadband", as opposed to "Home Phone and Broadband"?
The new CS person finds my account, and says she cannot authorise the EE TV box, because my broadband speed is "TOO SLOW"!
I tried to get her to send it anyway, but she refuses.

On digging into the EE online account, under "Your broadband speed", I found the message:
"We estimate your access line speed is 2.0Mb/sec."

Rang EE customer service again, and tried to expalain I actually get 11Mbps+.
This CS person says, if my line is above 4Mbps, I can get the EE TV Box,
but that department has to wait for BT to report back on the stable line speed.
Basically, I need to wait a minimum of 48 hours, for BT to update the EE account.


£30 cancellation Fee from Plusnet
__________________________________

Still do not know whether Plusnet will apply the £30 charge,
because the switch did not use the MAC code.

There is this little paragraph on the EE website though:

"Still in Contract?
Sign up today and receive up to £100 for any early termination fees you incur from your current provider."


£100 Quidco cashback: still tracking.
____________________


Conclusion
__________

£132 Line Rental Saver a year, broadband is £3.75 x 12 = £45, so £177.
Santander give 3% cashback on the DD, so that becomes £171.69.
Take away £100 Quidco cashback, that is £71.69 (£5.97 a month).

A year's worth of 11Mbps ADSL2+ broadband for £6 a month.
Took three goes to get it up and running, but worth it in the end.

If I get the EE TV box for free as well, it will be the top deal of the year.

Pincher

The Plusnet Final statement has appeared.
It includes a £30 "Cease Fee", which will be taken through Direct Debit.

Rang up EE, and they say cannot send the final bill by e-mail.
Must send printed paper final bill to:

EE Broadband Registration Support
Nexus House
Senhouse Road
Darlington DL1 4YB

£30 will be applied as an account credit.

There is no such thing as an original printed statement any more.
Just a waste of a good stamp.


Old telephone number: has been restored. :T

Broadband speed still shows 2.0Mbps on the online account.
In fact, there is a menu option to upgrade to EE TV, but it responds by saying they cannot process the request. Presumably the default broadband speed is preventing it.

owitemisermusa

Sorry to the OP for dragging up this thread but need some help-ish.

Moving home, so rang up to ask PlusNet - I was shocked to hear that I'll be charged £65 for the privilege or I commit to a 12 month deal at £10/month or a 24 month deal at £5/month!
I asked for cancellation charges and was told £60.10.

Mind you, I'm currently 6 months into a £2.50/month deal with upfront line rental payment. If I just leave the contract to run down I only lose £15. Trouble is, this is a rental flat and I don't want to risk leaving a live phone line here.

I knew I was going to move within the year so I should have investigated it before committing to PlusNet.

This thread is interesting because if migration costs are paid by EE, then it's a win-win. Does that offer still even exist?

So, please some guidance. Should I ask for a MAC now even though I'm in contract?

owitemisermusa

Bump !

Plusnet_company_representative

Hi there,

I was shocked to hear that I'll be charged £65 for the privilege or I commit to a 12 month deal at £10/month or a 24 month deal at £5/month!

Unfortunately we're charged to both cease a service on a line and to provide on a new one, therefore we'd generally offer a new contract or to allow you to pay the fees upfront.

I asked for cancellation charges and was told £60.10.

If your line rental saver is still ongoing and runs to the end of your contract we should only be charging early termination fees on the broadband service.

Should I ask for a MAC now even though I'm in contract?

Are you moving house? If so a MAC in this instance won't be much good as the purpose of a MAC is to transfer the broadband on a certain line over to a new provider, as you're moving house the broadband would need providing on your new line.

I hope my response helps clarify the situation from our side.

owitemisermusa

Plusnet_company_representative wrote: »

Hi there,
.
.
If your line rental saver is still ongoing and runs to the end of your contract we should only be charging early termination fees on the broadband service.
.
.

Thank you for helping out.

This is what my account summary says:

"Unlimited Broadband £30.10(upon cancellation) Complete
Cessation charge £30.00(upon cancellation) Activated"

Will I still be required to pay both? My line rental saver runs till August/September.

Pincher

Just to achieve closure. The £30 has appeared as a credit on the 1st March 2015 bill, from EE.

owitemisermusa

Pincher, what paperwork did you get from Plusnet? Been charged £60 over the phone but yet to receive anything (post or email) to send to EE. Really need the EE buyout to make my switch make financial sense...