Notifying Plusnet if I change supplier 13 January 2020 at 8:47PM edited 30 November -1 at 12:00AM in Broadband & Internet Access 11 replies 783 views

petaQ

I had a fault on my line and during the tech support calls to Plusnet to get that fixed I was told I was out of contract. I apparently couldn't get a new router to replace my 10 year old fossil without a new contract, if you believe that. Tentatively agreed to a new deal for fibre but have found cheaper deals elsewhere and may well be leaving to Sky, who I am told can effect a line takeover since they operate through Openreach network.

If I switch to Sky do I still need to give formal notice to PN of cancellation of this new contract within the 14 day cooling off period to avoid fees and strife?

flashg67

The new supplier should do it all, but personally I'd ask Plusnet to cancel the new deal but not cancel the contract, ie to put you back as you were.
I wouldn't let lack of a new router be a deal breaker. I'm using a second hand BT smart hub with Plusnet - instructions from the Plusnet forums, and less than £10 for the router on ebay
Having had a few suppliers over the years, I have found Plusnet service amongst the best, and for me, worth a couple of quid a month over the stress of having ti deal with, say, TalkTalk

petaQ

The lack of a router is more just bad management on their part, no part in the switch I was speaking to Sky about our tv and got offered a faster fibre service for a cheaper price, so that and the better scores for customer service swung me really. I wasn't clear earlier but when I accepted the new deal PN sent a new router (still in its packaging unopened) which I'd have to send back if I change, so I guess the best course would be to let Sky start their business then inform PN and ask about the router after that at the same time.

lammy82

I think if you're cancelling the new contract under the 14 day cooling off period and going back to rolling monthly internet you need to do that yourself. Otherwise Plusnet are likely to refuse to release your line to Sky or charge an early termination fee as you are under contract.

petaQ

@Lammy82 thankyou, great to get confirmation that this is what I need to do!

petaQ

After phoning PN they offered to match the price quoted by Sky. I asked them to cancel the new contract I had signed up for on the 3rd but to not cease service, but the gentleman did not really acknowledge this. He then confused me a little by saying that if I let Sky do a line takeover, I would be charged for leaving contract, and that I must "phone to manually cancel". My feeling is he was doing this to try to get me to agree to the cheaper deal. Sky had explicitly told me NOT to cancel with PN presumably because it would create a cease of service and/or other legwork for them.

Edited: my account with PN has a note "customer has cancelled within 14 day period - if he gives us notice of account cancellation waive all charges." so my understanding is that my fibre contract is considered cancelled, and that he was referring to cancelling the account to transfer to a new provider. Can anyone please help me clarify the correct order of actions to switch here to prevent any costs?

[Deleted User]

petaQ wrote: »

After phoning PN they offered to match the price quoted by Sky. I asked them to cancel the new contract I had signed up for on the 3rd but to not cease service, but the gentleman did not really acknowledge this. He then confused me a little by saying that if I let Sky do a line takeover, I would be charged for leaving contract, and that I must "phone to manually cancel". My feeling is he was doing this to try to get me to agree to the cheaper deal. Sky had explicitly told me NOT to cancel with PN presumably because it would create a cease of service and/or other legwork for them. Can anyone please help me with the correct order of actions to switch here to prevent any costs?

Your posts are all over the place but you don't say anywhere that you've signed up with Sky. If not then what's the problem? PN have sent you a new router and they've matched prices with Sky have they not?

petaQ

Sorry it's unclear Basically I want to switch to Sky but each company has given me opposite advice about it; Sky told me not to cancel and that they would do the work, now PN say I must cancel with them first to avoid charges, and I'm unsure which is correct given that the sales rep for PN was ambiguous about whether he'd acknowledged my cancellation of the new fibre order with them.

Castle

Read the "Your initial 14 day cancellation period":
https://www.plus.net/help/legal/cancellation-policy/

darkeyes_2

petaQ wrote: »

Sorry it's unclear Basically I want to switch to Sky but each company has given me opposite advice about it; Sky told me not to cancel and that they would do the work, now PN say I must cancel with them first to avoid charges, and I'm unsure which is correct given that the sales rep for PN was ambiguous about whether he'd acknowledged my cancellation of the new fibre order with them.

You would need to cancel the new contract, under the 14-day cooling off period.


Do not cancel (or 'cease') the service, as Sky can only take over a working line. If the line is ceased, Sky will need to order a new line, costing you around 5-7 working days without service.


So, your options are:

1. Call Plusnet and accept their new deal with a contract and new router. Then call Sky and ask them not to take over (otherwise as you're newly in-contract with Plusnet, you'll be subject to Early Termination fees).

2. Call Plusnet and say you want to cancel the contract but remain on a rolling contract. Then allow Sky to process the takeover.

petaQ

All done now! Turns out that salesperson the other day was trying to lure me to call back to accept his deal; was just told by another guy just now at PN that I didn't need to phone back and "manually cancel" for the main account or any guff and Sky will do the switching, and that's after I gently massaged the guy for another £3 a month off. Thanks for the support guys!