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John Lewis Broadband/PDCS

edited 30 November -1 at 12:00AM in Phones & TV
8 replies 741 views
SameOldSameOld Forumite
4 posts
edited 30 November -1 at 12:00AM in Phones & TV
Recently switched home broadband. Have been hit with charges I tried to dispute with previous provider, John Lewis, instead of sending me the information I asked for (ie how much to pay and how to pay it), they have passed me on to a debt collection agency who have left a message on my phone telling me to contact them. Still not got the information I requested, and am now concerned about mounting costs.
Can anybody help point me in the direction on how best to proceed.

Replies

  • Neil_JonesNeil_Jones Forumite
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    So what charges have you been hit with? Early termination?
  • SameOldSameOld Forumite
    4 posts
    Yes. They put the price up mid contract. I was told because of that I wouldn't have to pay early termination fees. But because I didn't personally tell them of my leaving (new provider did, as happens whenever I have changed provider), they say I have to pay them.
  • Neil_JonesNeil_Jones Forumite
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    Yeah, that's the problem. You needed to have told JL that you were leaving because of the price increase and then you'd have been free to go somewhere else.

    But because you just picked another provider and signed up without telling JL, it'll be treated as an in contract termination and so it will attract termination fees as per your terms and conditions.
  • SameOldSameOld Forumite
    4 posts
    I must have been lucky with my previous providers that this wasn't the case. And I explained to John Lewis that this a genuine misunderstanding of their communication. They said they would waive the telephone charges but not the broadband so I've no clue how much is owing.
    I have been waiting since mid December for them to tell me how much I owed and how to pay it, but they never gave me this information. My account was closed so I couldn't access it that way and every time I called I just got told that they would email it to me, they never did.
    Now I've got this bunch of debt collectors on my case.
  • [Deleted User][Deleted User]
    0 posts
    MoneySaving Newbie
    SameOld wrote: »
    I must have been lucky with my previous providers that this wasn't the case. And I explained to John Lewis that this a genuine misunderstanding of their communication. They said they would waive the telephone charges but not the broadband so I've no clue how much is owing.
    I have been waiting since mid December for them to tell me how much I owed and how to pay it, but they never gave me this information. My account was closed so I couldn't access it that way and every time I called I just got told that they would email it to me, they never did.
    Now I've got this bunch of debt collectors on my case.

    So how much do the debt collectors say you owe? Why not just pay it?
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  • SameOldSameOld Forumite
    4 posts
    This is the issue, as stated, neither John Lewis or PDCS are telling me how much I owe. I have never said I won't pay, but it's kind of difficult to pay when you don't have a clue how much it is.

    And I didn't 'roundly fail' to tell them, I didn't understand that that they had to have me specifically tell them. It was a misunderstanding - a bit like you are misunderstanding my post.
  • [Deleted User][Deleted User]
    0 posts
    MoneySaving Newbie
    IMO that is an utterly ridiculous thing to say. How can "the customer has requested to migrate this line to us" be anything other than informing Plusnet they were leaving?

    If I was the customer, I would follow Plusnet's complaints procedure. If that doesn't get the desired result, take it to whichever ADR scheme they subscribe to (CISAS/Ombudsman Services Telecoms).

    I can understand why they applied early termination fees in this case but it's ridiculous that they won't now refund them. It's just a money-grab on Plusnet's part.

    It's not really. It's in the T&C's of every company out there that if they raise the prices enough that you can leave penalty free then you have to inform them of that fact. This is so they can inform you whether you can or not and also gives them the chance to retain you on a better deal (win win for me).

    Not everybody would be eligible for one reason or another so if they did just let everybody initiate a switch without talking to them then some would be caught out and have to pay ETC's.

    Sometimes you just have to take responsibility for your own affairs although I realise that's not a popular view point nowadays.
  • [Deleted User][Deleted User]
    0 posts
    Eighth Anniversary 10,000 Posts Name Dropper Photogenic
    MoneySaving Newbie
    IMO that is an utterly ridiculous thing to say. How can "the customer has requested to migrate this line to us" be anything other than informing Plusnet they were leaving?
    The circumstances of the OP's departure were that an early termination of contract was allowed due to a price increase.
    In those circumstances, the OP was required to give notice of such termination in accordance with the provider's terms and conditions but clearly didn't.

    However, I agree it might have been worth appealing this but only if the OP had not left it until the outstanding bill was passed to debt collectors. This would not have been done without several reminder letters being sent to the OP first.
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