cancel a contract without penatly ?

StuieUK34

Hi all,

I ordered a house move on the 24th Jan through 'Plusnet'. I have Phone/Fibre.
House move is a few streets away (same development, but new house is served by another cabinet).

Completion date was set for the 5th Feb.
5th feb comes, phone line is connected, broadband isn't.

A fix was supposed to be done on 8th, but nothing changed.
I chase for an update today (11th), and am told to call back on the 14TH !!!!!!! to get an update.


So basically, I will go round in circles, and get nowhere.

I was told over the phone on the 8th, that if the service hasn't started by the 11th, they would expedite the fix..
However, I get told today, they don't expedite fixes.

So on that note, out of principal, I would rather cancel with this provider, and go through the same process with another provider... (given all fibre connections through BT OpenReach, and they are there own law, I am doomed either way !)

Am I within my rights to cancel the order without penalty, given they haven't provided the full service I ordered ??