Plusnet - Beware Early Termination Conflict of Information

coupleuk

Decided I wasn't happy with the enforced annual price increases at Plusnet and started looking at alternative Broadband providers (and what cashback etc they offered lol)

While I was looking I received a "Personalised Account Review" from Plusnet.

It detailed my soon to end Contract (around 6 weeks away) and gave me a renewal quote (not really relevant so Ive not disclosed it) - the main stand out from that email was the following paragraph;

"If you decide to leave before the end of your current contract you can do so without paying any early termination fees by getting in touch with us on 0800 587 1942 and giving 14 days’ notice."

To me, that means I can leave early and not pay an early termination fee - that's what it says isn't it?

So, I made my move and started the transfer to a different supplier.

Low and behold, an email arrives from Plusnet advising me of a £16.98 early termination fee.

I decided to leave it until the final bill was issued as systems can often correct themselves.

Nope, the final bill came out today with that £16.98 charge (there is another discrepancy too I think but I can't see the breakdown yet).

I've contacted them to get it sorted.

Purpose of my post is to suggest that you double-check what Plusnet are telling you matches what they are actually doing.

A few thousand lots of £16.98 adds up to a nice little earner for them.

littleboo

Its says you can leave early if you contact them. Did you contact them before starting the transfer?

southsidergs

coupleuk said:

Decided I wasn't happy with the enforced annual price increases at Plusnet and started looking at alternative Broadband providers (and what cashback etc they offered lol)

While I was looking I received a "Personalised Account Review" from Plusnet.

It detailed my soon to end Contract (around 6 weeks away) and gave me a renewal quote (not really relevant so Ive not disclosed it) - the main stand out from that email was the following paragraph;

"If you decide to leave before the end of your current contract you can do so without paying any early termination fees by getting in touch with us on 0800 587 1942 and giving 14 days’ notice."

To me, that means I can leave early and not pay an early termination fee - that's what it says isn't it?

So, I made my move and started the transfer to a different supplier.

Low and behold, an email arrives from Plusnet advising me of a £16.98 early termination fee.

I decided to leave it until the final bill was issued as systems can often correct themselves.

Nope, the final bill came out today with that £16.98 charge (there is another discrepancy too I think but I can't see the breakdown yet).

I've contacted them to get it sorted.

Purpose of my post is to suggest that you double-check what Plusnet are telling you matches what they are actually doing.

Perhaps you should have followed your own advice & double-checked what you were told, your post clearly states they said to call, but going by your post you just initiated a switch without contacting them, hardly a need for a BE AWARE post

Neil_Jones

coupleuk said:

Decided I wasn't happy with the enforced annual price increases at Plusnet and started looking at alternative Broadband providers (and what cashback etc they offered lol)

While I was looking I received a "Personalised Account Review" from Plusnet.

It detailed my soon to end Contract (around 6 weeks away) and gave me a renewal quote (not really relevant so Ive not disclosed it) - the main stand out from that email was the following paragraph;

"If you decide to leave before the end of your current contract you can do so without paying any early termination fees by getting in touch with us on 0800 587 1942 and giving 14 days’ notice."

To me, that means I can leave early and not pay an early termination fee - that's what it says isn't it?

So, I made my move and started the transfer to a different supplier.

Low and behold, an email arrives from Plusnet advising me of a £16.98 early termination fee.

I decided to leave it until the final bill was issued as systems can often correct themselves.

Nope, the final bill came out today with that £16.98 charge (there is another discrepancy too I think but I can't see the breakdown yet).

I've contacted them to get it sorted.

Purpose of my post is to suggest that you double-check what Plusnet are telling you matches what they are actually doing.

A few thousand lots of £16.98 adds up to a nice little earner for them.

Doesn't say "you can leave early at all", says you can leave if you phone them with 14 days notice  If you just hoped on uSwitch and picked somebody else and didn't speak to Plusnet at all, then that's your own fault.  Maybe you should have double checked

Richard_T_

As far as i know the CPI+whatever it is increase is now written into new contracts with plusnet.

 £16.98 sounds like an odd number, and plusnets billing system isnt exactly renowned.

 Is this for provision of broadband for a few weeks before your new service started, or did you leave a few weeks before your contract ( minimum term) ended?

sevenhills

coupleuk said:

A few thousand lots of £16.98 adds up to a nice little earner for them.

I have just left Plusnet, I couldn't find anything about a termination fee, fingers crossed.

When I logged into my account in the last week, it was always blank.

I signed up with Vodaphone, which is £19 so I will soon make up a termination fee.

They booked me a switchover day and said an engineer will call.

That did surprise me, I already have BB have do I need an engineer?

Neil_Jones

There are two types of termination fee:  Termination because you left your contract early (the best known example of these is we see is Virgin - having had Virgin for weeks/months/years, moving house and then finding out they don't supply your new address and want to charge exit fees), and then there's the other type of termination where you don't want broadband on the line any further.

teddysmum

I believe that all provider prices are to rise from April, with rises every April, unless you have a fix/ My PlusNet account is a mess as they charged increases on a fix, from last June . have my end date wrong and can't calculate, in the system that my fix was £18. The last two bills have be way out and last  as last month's 'cure' has made things worse as they have discounts written as negative and some left as and billed as charges. Now we wait for the price rise fiasco, as I have recontracted to fibre.

coupleuk

Finally able to respond as I was put in "MSE Timeout" for calling someone a muppet on another thread. 

I did phone them to cancel as required and they messed the termination charges.

It took an email to their CEO to get it sorted.