Plus net cancelling why the £30 charge?

robdub

Hi All,

Iv been with plus net since 2014. Took up a year contract, and been on a rolling contract since 2015. I am moving house next month, so rung up to cancel yesterday and they told me i have to pay £30 to cancel. Why is this the case when i'm not in a contract anymore?

As i'm moving could i just cancel the direct debit with my bank and see the back of them? move into my new house and get a new provider? Is there any set backs to this idea?

any help appreciated!

I don't think i should be paying £30 to leave when my contract was done and dusted years ago . I do want internet up until the date of 15th march next month, my bill goes out on the 17th, so was thinking of just cancelling the direct debit on the 15th march before they take the next payment.

Thanks!

iniltous

robdub wrote: »

Hi All,

Iv been with plus net since 2014. Took up a year contract, and been on a rolling contract since 2015. I am moving house next month, so rung up to cancel yesterday and they told me i have to pay £30 to cancel. Why is this the case when i'm not in a contract anymore?

As i'm moving could i just cancel the direct debit with my bank and see the back of them? move into my new house and get a new provider? Is there any set backs to this idea?

any help appreciated!

I don't think i should be paying £30 to leave when my contract was done and dusted years ago . I do want internet up until the date of 15th march next month, my bill goes out on the 17th, so was thinking of just cancelling the direct debit on the 15th march before they take the next payment.

Thanks!

Because you are ceasing the service totally rather than moving to another provider, they can charge you a broadband cease fee of around £30, they will justify it by saying Openreach charge them as OR need to do work on your 'line' to convert it back from broadband to an ordinary line , ready for the next time someone applys for service on it.
The charge is applied regardless of you being in or outside of any contract minimum term, and is in Plusnets T&C's.
Some ISPs raise this charge, some don't ( BT for example used to charge in these circumstances , but now they don't)
If you were to use Plusnet at your new address they may waive the charge , but if you are using someone else at your new address they probably will say the charge is correct.
Just cancelling the direct debit probably isn't a good idea, chances are they will peruse the debt, and may well enter a negative mark on your credit history.

oldagetraveller

Plusnet will also try to levy a £30 charge if you transfer, rather than cancel. e.g. Virgin (cable), Sky, TalkTalk with their own equipment at the exchange.
From their ts & cs regarding the £30 "you switch to a provider who uses their own network"

[Deleted User]

robdub wrote: »

was thinking of just cancelling the direct debit on the 15th march before they take the next payment.

It will be a lot cheaper to pay the £30 fee, rather than incurring bounced DD fees and then still having to pay the £30 fee.

lee111s

The broadband cessation fee is indeed levvied by Openreach to the service provider for the work required to be done in the exchange.

Someone will likely have to drive to the exchange and do the task (unless you!!!8217;re served by a very big exchange which tend to have engineers posted there).

Either way there!!!8217;s work to be done, and it!!!8217;s not done for free.

robdub

Thanks for your replies folks! Going to see if i can transfer to the new house, or pay the £30 to cancel. i never knew that. I thought once your contract was up you could leave without having to pay. Of-course nothings free.

Thanks!

[Deleted User]

robdub wrote: »

Thanks for your replies folks! Going to see if i can transfer to the new house, or pay the £30 to cancel. i never knew that. I thought once your contract was up you could leave without having to pay. Of-course nothings free.

Thanks!

https://www.plus.net/help/my-account/moving-home-or-office/

What will it cost to move house

It depends on what broadband package you've got and how far along you are in your contract. To find out what you're on and if you're still in contract, just give us a ring on 0800 013 2632.

If you start a new broadband contract when you move, it's free to move your broadband to your new home. You might need to change your broadband package if you do that.

If you want to carry on with the contract you've got at the moment, you'll need to pay £65 to move your broadband.

If you need to have a phone line put in, it'll cost £49.99.

It may be worthwhile to negotiate a new contract with them depending on whether your new property needs a line putting in.

brewerdave

jeepjunkie wrote: »

PlusNet never charged me £30.


CS explained how to avoid paying this charge


Didn't they do this for you?

Like to share ???:)

boatman

If you are moving and are out of contract/don't have a current contract, you keep the line active in your old and new house. Sign up to a new contract for the new house, set the date as the date you move in. The current occupiers of your new house will get a letter saying you are taking over their line, their contract will end when yours takes over. No need to cancel anything.
The people moving in to your old house do the same, your old contract will be cancelled when you move out and theirs takes over your old line.

When ordering On the BT website you get 2 options:

yes, i have a working phone number(it asks for number and postcode)
or
no, i don't have a working landline and I'd like a new phone service

You need to select YES, there is a working number, and tick the box that says:
I confirm I am the account holder or have their permission to continue.

So basically you need the permission of the current owners to take over their phoneline and their current number. I'm not sure what happens if they are taking the number with them, I assume this will still happen and you will be issued a new one.

Arklight

robdub wrote: »

Thanks for your replies folks! Going to see if i can transfer to the new house, or pay the £30 to cancel. i never knew that. I thought once your contract was up you could leave without having to pay. Of-course nothings free.

Thanks!

It could be worse, back in the late zeroes, unable to stand the constant Plusnet outages and 90 minute call centre queues to speak to people who couldn’t help me, I informed Plusnet I wished to transfer to another ISP.

They advised me that they had taken it upon themselves to move my line over to Local Loop Unbundling and I would be stuck in limbo, unable to move for the weeks, months or years until this was complete. I would then have to pay them almost £200 to move my line off LLU and back to a BT line as the only LLU provider for my area was them.

Livid wasn’t the word. I never understood why they had a good reputation for customer service. At best they had an attenuated, congested network with low usage limits and rather rude staff.

It was especially annoying sitting in a phone queue endlessly waiting for somebody, anybody, to answer while watching their staff dicking around in real time on their forum blogging about how great it was working for Plusnet and how it would only be better if they could move their laptops outside into the sunshine with a few beers.

:mad:

I would pay the £30.

kennyvinegar

We've just moved house and I was told by Plusnet it would cost us £65 to transfer our contract or £185 to cancel it. But of course if you sign up to a new 2 year contract, it's all waived! There's a surprise!

Currently in dispute with them about whether we even received fibre extra in our previous property. I say not given the speeds we were getting (which I complained about several times)...they say, but of course you did because 'we once sent out a fibre engineer to your property'. The engineer we had out last week said we more than likely didn't have fibre in our old house, let alone fibre extra....