Broadband provider issues

Janice_bolton

Hi I made a decision to change provider after realising that some providers have broadband packages cheaper for those on benefits. I checked on my broadband account to see if I was still in contract. On my log in screen it stated I wasn’t in contract. So I started the process to BT. Received an email from plus net( current provider) saying sorry I’m leaving, as I’m still in contract I will have to pay the remainder of my contract at £199. So shocked at this as my log in screen said different. I then rang then and they said that was an error. They can’t offer me the same deal BT is offering me. I can either stay with them and cancel BT or pay the contract off. I’m autistic and my brain just doesn’t like the situation I’m in. They are refusing to budge on the decision. Or help as I now want to go to BT. I feel like they have me chained to them. I also have issues with memory, multitasking, I get overwhelmed with the many things I have to remember etc. all doing this on my own with autism, trauma, nightmares and depression 

shiraz99

When did you start your current contract with Plusnet?

Janice_bolton

Well that is a problem because I couldn’t remember. Yes it turns out I’m still in contract, but due to an error they made on there website, my log in page says different so I felt I have been misled as I wouldn’t have made the decision to move to a different provider 

[Deleted User]

If you're still in contract, that's the important piece of information you need.

Make a note of when your contract ends and then look to move.

shiraz99

Janice_bolton said:

Well that is a problem because I couldn’t remember. Yes it turns out I’m still in contract, but due to an error they made on there website, my log in page says different so I felt I have been misled as I wouldn’t have made the decision to move to a different provider 

Well you haven't moved to another provider yet so you haven't been misled. At the end of the day, and your personal circumstances aside, you are still in contract and if you want to move then your provider can make you pay out the rest of the contract as per their T&Cs

saajan_12

Janice_bolton said:

Hi I made a decision to change provider after realising that some providers have broadband packages cheaper for those on benefits. I checked on my broadband account to see if I was still in contract. On my log in screen it stated I wasn’t in contract. So I started the process to BT. Received an email from plus net( current provider) saying sorry I’m leaving, as I’m still in contract I will have to pay the remainder of my contract at £199. So shocked at this as my log in screen said different. I then rang then and they said that was an error. They can’t offer me the same deal BT is offering me. I can either stay with them and cancel BT or pay the contract off. I’m autistic and my brain just doesn’t like the situation I’m in. They are refusing to budge on the decision. Or help as I now want to go to BT. I feel like they have me chained to them. I also have issues with memory, multitasking, I get overwhelmed with the many things I have to remember etc. all doing this on my own with autism, trauma, nightmares and depression 

Sorry to hear about your difficulties. At the end of the day, you are in contract so their T&Cs stand and your options are to continue or terminate and pay their fee. They haven't really chained you in, you'd have agreed to that when you signed up with Plusnet. 

Now the bit they got wrong is the message on the website. So we look at what would have happened if they got it right (ie stated you were in contract) - in that case, you would have stuck with Plusnet and wouldn't have contacted BT at all and wouldn't have signed up. Since you're within the 14 days of signing up with BT,  you can cancel that and incur £0 loss to get back to the position you should have been in. 

So in the end, no real right to change, just get the BT cancelled before it becomes a bigger issue. 

400ixl

Do you keep emails? You should have had an email when you took out your contract with Plusnet giving the start date and the length of term.

Sicard

Oh yes, Plusnet, known as the Plusnet Idiots. I avoid them like the plague.

400ixl

Never had any issues with Plusnet (other than years ago when they used to deny doing traffic shaping back in the ADSL days).

Certainly found them easier to deal with than BT who the OP is looking to move to (even though they are owned by BT).

OP, you need to ascertain the terms of your Plusnet contract as the first and most important step. When did it start and what was the term length.

If as you say on the home page it doesn't show the contract term and end date (mine does) then you need to get them to confirm in writing what they believe the contract with them is.

forgotmyname

Thought Plusnet was always cheaper than BT?   Just had a look and BT is expensive. Also noticed a lack of ADSL, seem
to be quoting fibre only (maybe because we have had fibre for a long time now)?

Ectophile

forgotmyname said:

Thought Plusnet was always cheaper than BT?   Just had a look and BT is expensive. Also noticed a lack of ADSL, seem
to be quoting fibre only (maybe because we have had fibre for a long time now)?

So far as BT are concerned, ADSL is obsolete.  They will only grudgingly offer it in areas where fibre to the cabinet isn't available.