Cancelling Plusnet if moving home and they cannot provide any services

kazyaz

Hey everyone! Looking for some help. I've recently moved house and we're still without internet a week and a half on. Something that is not uncommon with a new build property.

The house has been setup to take FTTP (fibre to the premises) and only this. So it won't have a traditional phone line. This is great because why wouldn't I want super fast speeds! However Plusnet have rejected me onto the trial for this and it's probably because I'm the first onto the development and it will cost them to get BT Openreach out to do this.

They are unable to offer the service I previously had (fibre through a phone line) because they can't connect me via a traditional phone cable. This means they can't even provide me with a phone or an ADSL connection.

I read this post where it says I can leave if they are unable to provide me with anything after a house move.

cable dot co dot uk - post -> cancelling-plusnet-6-things-you-need-to-know
If you move to an area which is outside Plusnet’s coverage altogether, so it can’t provide you with even standard broadband, you will not be charged cancellation fees. This applies regardless of how far through your contract you are.

I quoted what the link says to them and they said its not true and they will have to charge me the remainder of my contract or set it back up at our old property. Obviously we cannot do that because we no longer live there. I assume this info comes directly from ofcom and hasn't been made up?

I've explained to them I've tried to stay loyal to them but we really need to get internet at our new property (my job depends on it when I work from home) but if they are unable to provide us with internet I need to go to another provider and need the termination fee waived.

Can anyone help, is this statement true in the link and can I leave without a penalty? It was posted back in June so it's quite a new post.

Thanks in advance :-)

unforeseen

It's no different to all the people using Virgin who ask. You are the one moving to an area they do not cover so you are breaching the contract so you get to pay their ET fee


Can you give a URL for the quote you have given from cable . Co. UK?

[Deleted User]

unforeseen wrote: »

It's no different to all the people using Virgin who ask. You are the one moving to an area they do not cover so you are breaching the contract so you get to pay their ET fee


Can you give a URL for the quote you have given from cable . Co. UK?

https://www.cable.co.uk/guides/cancelling-plusnet-6-things-you-need-to-know/

6. You may be able to cancel if you move home

If you move house but still wish to keep your existing Plusnet broadband, a new contract term will begin as soon as the service switches over. Plusnet also has a process in place if you are moving but can no longer receive your existing broadband package.

If you can’t get fibre broadband you won’t be penalised

If you have Plusnet fibre optic broadband and move to an area where there is no fibre service, Plusnet will switch you to standard broadband without any penalty.

And the same applies to standard broadband

If you move to an area which is outside Plusnet’s coverage altogether, so it can’t provide you with even standard broadband, you will not be charged cancellation fees. This applies regardless of how far through your contract you are.

Of course that's not PN's website so it's hardly legally binding.

kazyaz

Hi thanks for the quick reply. I know it's not legally binding because it's written elsewhere. However the information must come from somewhere? I was wondering if anyone know's somewhere legitimate like a realtors website where i could get this information from or even on plusnets own website?

I don't think I'm in breach of contract if they offer a home move service and I'm wanting to stay with them in the first place.

mac.d

https://www.plus.net/help/legal/terms/

9. Moving home
9.1. If you want to move your broadband or fibre broadband service during your minimum term you may have to pay a home move fee as set out in the Price Guide or enter a new agreement with us with a new minimum term.
9.2. If you have fibre broadband, but we can't provide it at your new home, you can move to our broadband service without penalty.
9.3. If we can't provide any broadband service to your new home, you'll have to pay early termination charges as set out in the Price Guide (but a cessation fee won't be due under paragraph 10.1).

kazyaz

According to plusnet I've got to pay then. I'm just wondering if this is the rule of the regulators and if anyone has the details?

JJ_Egan

OFCOM are the regulators but i don't know if they regulate a contract that you signed up to .
As far as i am aware you signed up to a service at xx address only and you are the only one breaking the contract by moving

kazyaz

Its a bit annoying that this would be the case as we're moving to a bigger house as our family is expanding but it's not worth the effort if it's not quite so black and white. Thanks for all your insights guys.

cajef

kazyaz wrote: »

cable dot co dot uk - post -> cancelling-plusnet-6-things-you-need-to-know

If you move to an area which is outside Plusnet’s coverage altogether, so it can’t provide you with even standard broadband, you will not be charged cancellation fees. This applies regardless of how far through your contract you are.

Unfortunately it probably is not outside their area of coverage, it is just that they cannot supply FTTP, no doubt they can and would supply ADSL in that area.

Post and explain the situation in their user forums in the 'Fibre to the Premises Trial' section, one of their specialist FTTP staff will pick it up, others have had this problem and I seem to remember they can and have circumnavigated the problem for others in the same position.

[Deleted User]

Same situation and just off the phone to PN.


Currently have PlusNet ADSL, phone etc, still within an 18 month contract, but moving to a new build shortly with FTTP.


PlusNet have happily removed the ET fees as they cannot provide service at the new property.


Cheers

kazyaz

They've removed your fees? How did you get them to do that? I had originally agreed to move to a new contract at the new property so i didn't have to pay the moving fee which they cannot fulfil. Surely that puts me in a new contract and they are then in breach of contract by not providing it? Also their website I've since seen says they can supply internet to the whole of the UK!

This is the page where Plusnet say they can supply broadband anywhere in the UK - first paragraph:
www dot plus dot net /home-broadband/faqs/

What they've said to me is that I'm in breach of contract because I'm moving and they've reverted me to my old contract rather than me new contract.

Any tips? I've not called them back yet and I have another 12 days before they refer it to debt collection.