Plusnet charges once left

trinidadone

Hello All,
I contacted Plusnet some time ago and informed them i was switching to another provider due to poor service, and wanted to know the exact date i needed to leave, to ensure I did n ot receive any extra charges? I was told my contract ends with plusnet on 24th Jan, so i should leave on 25th jan.

I informned my new provider, and received two strange emails from plus net.

One saying I owe £30.00 charges for the next month, and another email to say I would receive a refund of £19.99, I know I need to call them again, but anyone understand this?

elsien

You need to give them 15 days notice. Did you formally do that, or did you just tell the other provider to make the switch and leave it at that?

trinidadone

I did both

Neil_Jones

trinidadone wrote: »

Hello All,
I contacted Plusnet some time ago and informed them i was switching to another provider due to poor service, and wanted to know the exact date i needed to leave, to ensure I did n ot receive any extra charges? I was told my contract ends with plusnet on 24th Jan, so i should leave on 25th jan.

I informned my new provider, and received two strange emails from plus net.

One saying I owe £30.00 charges for the next month, and another email to say I would receive a refund of £19.99, I know I need to call them again, but anyone understand this?

That's normal.
You pay Plusnet in advance for your services (as you have always done) and then if you up sticks and leave half through a billing period you get a pro-rata refund for the billing period you weren't with them.

So for simple's sake, let us say you pay £1 a day for internet/phone which in your case isn't too far away from your setup. Your billing day is the 1st so a debit comes out for £30, that will cover you until the 30th.

You move to Dalek Internet on the 15th. Plusnet now owe you £15 as you will not be with them after the 15th. Hence a refund.

trinidadone

still, a bit strange. My contract ended with Plusnet on 24th January, and my new internet provider commenced on 25th January

Neil_Jones

trinidadone wrote: »

still, a bit strange. My contract ended with Plusnet on 24th January, and my new internet provider commenced on 25th January

Your contract end date and your billing date may not be the same. They usually are but there are occasions. But you can terminate it at any time by moving away.

Swipe

Probably best to call them up and ask them to explain the charges

brewerdave

How much per month were you paying??

Marvel1

elsien wrote: »

You need to give them 15 days notice. Did you formally do that, or did you just tell the other provider to make the switch and leave it at that?

I followed this advice from https://www.uswitch.com/broadband/guides/switch/

3.!Contact the provider you want to switch to

Once you’ve worked out your needs and chosen a package, contact your new provider and tell them you want to switch to them.

If you’re switching between companies using the Openreach network — for example, making the change from BT to Sky, EE or TalkTalk — this is called a gainer-led process, which means your new provider handles the switch from start to finish and you don’t have to cancel your contract with the provider you’re leaving.

If you’re switching between cable networks – most likely switching to or from Virgin Media – you need to follow what’s called the cease and re-provide system, which requires you to call both your new provider to switch and your old provider to cancel your contract. Under this process, your current provider!will!switch off your broadband at some stage, so to minimise your offline time, coordinate the end and start dates.

Once you've set the switch in motion under either system, you'll get written confirmation that the switch is in motion. This will come from the provider you're leaving and the one you're joining. The letter from the one you're leaving must tell you which services are affected, which are unaffected and whether you're liable for any early cancellation charges.

The letter from the provider you're joining must give you a date for when the switch will occur as well as firmly set out the terms of the switch. For the cease and re-provide process, you’ll also receive a new contract from your new provider.

In the event that you change your mind while the switch is being affected, you're free to cancel without penalty. But only if you do so within 14 calendar days of the start of the new contract.

Never contacted Plusnet, and had a letter confirming switch.

Note my start date is 3rd Feb, started process on the 16th Jan, if that makes a difference.

renegadefm

Can I ask why were you not satisfied with Plusnet?