PlusNet bad experience

LJHW

Hi. Just wanted to post my recent experience with PlusNet.

Was happy with PlusNet at my old address and tried to continue with them at my new address. The agent was very pushy but I agreed to a 2 year contract @ £31 pcm. I took Friday 23rd July off work and the Openreach engineer didn't show, so I had no phone line or internet at the new address. They promised it would be fixed by midnight the following Wednesday 28th July, which it wasn't. On the Thursday 29th July, I applied for internet with Sky. Plusnet then sent me a bill for £365.36 for cancelling the internet contract even though I had no internet. I had to take that Thursday off work and buy a Three dongle for £39 and pay £31.35 for mobile internet until September 6th. An Openreach engineer came on Friday 30th and connected the phoneline/internet, which I then used until August 12th when Sky turned theirs on. The whole experience was extremely stressful and I was very much out of pocket. I have cancelled my Direct Debit with Plusnet, I refuse to pay them any money, plus I have posted them a letter of complaint with an invoice for £1078.16.

Plusnet were just awful, and they kept on threatening my with £65 charges for not being in when this non-existent engineer never showed. I thoroughly recommend NOT using Plusnet. Although Sky is slightly more expensive, their installation was smooth and everything works. I shall keep this post up-to-date with my invoice request to Plusnet.

Neil_Jones

LJHW said:

Hi. Just wanted to post my recent experience with PlusNet.

Was happy with PlusNet at my old address and tried to continue with them at my new address. The agent was very pushy but I agreed to a 2 year contract @ £31 pcm. I took Friday 23rd July off work and the Openreach engineer didn't show, so I had no phone line or internet at the new address. They promised it would be fixed by midnight the following Wednesday 28th July, which it wasn't. On the Thursday 29th July, I applied for internet with Sky. Plusnet then sent me a bill for £365.36 for cancelling the internet contract even though I had no internet. I had to take that Thursday off work and buy a Three dongle for £39 and pay £31.35 for mobile internet until September 6th. An Openreach engineer came on Friday 30th and connected the phoneline/internet, which I then used until August 12th when Sky turned theirs on. The whole experience was extremely stressful and I was very much out of pocket. I have cancelled my Direct Debit with Plusnet, I refuse to pay them any money, plus I have posted them a letter of complaint with an invoice for £1078.16.

Plusnet were just awful, and they kept on threatening my with £65 charges for not being in when this non-existent engineer never showed. I thoroughly recommend NOT using Plusnet. Although Sky is slightly more expensive, their installation was smooth and everything works. I shall keep this post up-to-date with my invoice request to Plusnet.

The first mistake here was signing up with Sky after you'd agreed the deal with Plusnet.

The second mistake was (presumably?) taking a new deal and not transferring it to your current address. If you'd transferred it (and assuming you were out of contract at the time) you may not have had to pay exit fees if you then decided to move to Sky.

JJ_Egan

Reads as PN will pass the debt on to debt recovery ,

neilmcl

What exactly is your "invoice" for?

TBH, this sounds like a problem of your own making and rather than working with PN to resolve any issues you decided to take matters in your own hands and now are having to pay for the consequences.

LJHW

It wasn't a problem of my making. The internet should have been up & running on a Friday, and it wasn't. They then promised for the following Wednesday, and it still wasn't, so I switched provider the next day, on the Thursday. It caused cost and a lot of hassle for both me and my partner in relation to work.

The invoice is for (1) time I had to take off work for no eventual reason, (2) inconvenience charges, (3) having to purchase a mobile dongle for work, and (4) re-invoicing them for their early cancellation charges (which I said I would drop, if they drop their charges).

JJ_Egan

Work  then can we assume you bought a business contract ??

LJHW

Nope. Just normal personal internet at my new address.

elsien

How have you quantified your inconvenience charges?

JSmithy45AD

LJHW said:

It wasn't a problem of my making. The internet should have been up & running on a Friday, and it wasn't. They then promised for the following Wednesday, and it still wasn't, so I switched provider the next day, on the Thursday. It caused cost and a lot of hassle for both me and my partner in relation to work.

The invoice is for (1) time I had to take off work for no eventual reason, (2) inconvenience charges, (3) having to purchase a mobile dongle for work, and (4) re-invoicing them for their early cancellation charges (which I said I would drop, if they drop their charges).

Entirely of your making, you threw your toys out of the pram instead of speaking to PN. Your 'invoice' is a joke, good luck with your court case and the debt collectors.

Neil_Jones

LJHW said:

It wasn't a problem of my making. The internet should have been up & running on a Friday, and it wasn't. They then promised for the following Wednesday, and it still wasn't, so I switched provider the next day, on the Thursday. It caused cost and a lot of hassle for both me and my partner in relation to work.

The invoice is for (1) time I had to take off work for no eventual reason, (2) inconvenience charges, (3) having to purchase a mobile dongle for work, and (4) re-invoicing them for their early cancellation charges (which I said I would drop, if they drop their charges).

1) That's not Plusnet's problem, and not all new installations require home visits unless there is a need to physically install something.  Far more likely can be activated remotely or at the exchange/green boxes.

2) Lot may depend on the timescale here, if you signed up to Sky on the 29th of July and it went live on the 12th of Augst, that seems to imply you joined Plusnet on Friday 23rd July and then got all upset that it hadn't been sorted out by the following Wednesday.  Well that's only three working days, but you were happy to wait 2 weeks for Sky.  I presume you did tell Plusnet you were moving so they could transfer your account?  They want four weeks notice at https://www.plus.net/broadband/moving-home/ after all.  Did you give them that or just cancel it at the old address and sign up again at the new one?  If the latter...   oh dear.

3) If you need internet for work and to work from home that's something your work should have sorted out.  If you have had to buy extra equipment to enable you to get on the mobile network for work purposes that's again not Plusnet's problem.

4) Cancellation charges that you invoked in the first place by signing up to Sky.  If you hadn't had done that the entire situation wouldn't have been caused.

Sorry but your situation is completely of your own making.  Your decision to sign up to Sky after signing up to Plusnet has caused the situation you're complaining about.

LJHW

I wish you "of your own making" guys luck, you'll need it one day. I got the result I wanted by sticking to my guns. Go read the Consumer Rights Act and the sections on what invalidates an agreed contract. Signing off ...