HELP 148 pounds to cancel from PLUSNET

Paul_Sparrow

Hi there,

I had Plusnet for one year in my old house and when I moved to my new house I kept Plusnet for another year (total 24 months). Very recently I decided to move to BT since Plusnet was terribly slow not even allowing me to watch BBC iPlayer on my TV.

3 days ago I received my BT router and 2 days ago the migration between lines was completed. I also received an huge final bill from plusnet of 148 pounds. They told me that 30 pounds is the cancellation fee (which I was prepared to pay), plus 118 pounds becausethey said I had a two years contract with them and for each of the remainging 12 months I would have to pay 9.50 pounds.

I called the cancellation department and they told me that I would have signed a 2 years contract with them when i moved house but I dont remember doing such a thing.

I am really angry and I dont know what to do... anyone can help?

thanks you very much in advance...

IAmWales

Check your contract.

Note you may not have physically signed anything, you may have agreed verbally to the new contract. It's likely they will have sent you terms and conditions either via post or email.

oldagetraveller

Did you receive their e-mail re the imminent price increases? Said price increases gave you a "free" get out as long as you phoned them and advised you were leaving because of the increase.
Doesn't help you now but just saying.:)

cajef

If you had a free house move you start a new contract otherwise you can pay for the house move without entering a new contract, it is in their T & C's, however if you migrated to BT there should be no cancellation charge.

molerat

PlusNet bombard you with e-mails when you sign up or renew, did you read them ?

[Deleted User]

cajef wrote: »

If you had a free house move you start a new contract otherwise you can pay for the house move without entering a new contract, it is in their T & C's, however if you migrated to BT there should be no cancellation charge.

This is correct - the £30 should not be applied. Here's the extract from the T&C

When would I have to pay it?
You'd only need to pay the charge if the broadband service is being taken off your phone line. Typical reasons for this are:
the phone line that your broadband's on has been cut off
you cancel your broadband account without switching to another provider
you switch to a provider who uses their own network (like a cable provider)

See https://www.plus.net/help/my-account/charges-for-removing-broadband/

teddysmum

anactuary wrote: »

This is correct - the £30 should not be applied. Here's the extract from the T&C

When would I have to pay it?
You'd only need to pay the charge if the broadband service is being taken off your phone line. Typical reasons for this are:
the phone line that your broadband's on has been cut off
you cancel your broadband account without switching to another provider
you switch to a provider who uses their own network (like a cable provider)

See https://www.plus.net/help/my-account/charges-for-removing-broadband/[/QUOTE]


Nowadays ,it seems that BT is the only provider you can migrate to without a cease charge.

Paul_Sparrow

I called them and they said I was charged 30 pounds because one year before I had moved house. It sounds doggy.

At the moment I contacted my bank and I stopped the payment. Do you think is a good idea?

cajef

Sounds like the cease fee for your previous property which you are being charged for as you had a free house move and you are still in the contract period for it.

Not a good idea to stop payments unless you want to be chased for it by debt collectors and your credit rating damaged.

kwikbreaks

To add insult to injury I'm betting that your speeds are no better either.

jenniewb

Paul_Sparrow wrote: »

I called them and they said I was charged 30 pounds because one year before I had moved house. It sounds doggy.

At the moment I contacted my bank and I stopped the payment. Do you think is a good idea?

No, this will just have them charge more, possibly pass it on to a debt collector and a missed payment will affect your credit rating.