How is it fair to have a 14 day cooling off period when it takes 14 days to be connected?

zzzt

I ordered Plusnet's VDSL2 ("Unlimited Fibre Extra" - average speed of 66Mbit download). It took 14 days for it to be connected, and then another 14 days for their line tests to settle on the final speed, which is 36Mbit - the same as their cheaper VDSL1 package ("Unlimited Fibre" - average 36Mbit download).

The cabinet is one road over, so considering this is FTTC I didn't expect it to be that bad. But I'm not even that bothered about the speed, if it really was 36Mbit all the time, that would be enough for me, although I'd be annoyed that I'm paying more for nothing. But the quality is atrocious. At peak times it drops to 10Mbit, with frequent drops to 1Mbit.  It's massively oversubscribed. I don't think they have invested enough in bandwidth and are throttling people.

Even worse than that, 1 day after the 14 day stabilisation period the service degraded massively. At the most peak times now it's like being on 56K modem. Images slowly load from top to bottom and every second link I click on says it can't connect.

I'm stuck on this service for 18 months now. That's how they get you. How exactly could the 14 day cooling off period have been used? I wasn't connected until day 14, and they advised me at that point to wait 14 days for it to settle down so that I can know my real speed. On day 31 it then became unusable.

I work from home so this is really badly impacting me. I'm thinking I might have to pay the large cancellation fee. But I don't understand how as a consumer I had any rights in this scenario?

shiraz99

Get them to look at it. You may have a fault, either on your line or the even within your own equipment, master socket, etc. You do have rights if the service isn't as advertised, the 14 day cooling off period is merely for change of mind cancellations.

What does the BT wholesale checker page say about the speeds you should be getting - https://www.broadbandchecker.btwholesale.com/#/ADSL

Norman_Castle

"How exactly could the 14 day cooling off period have been used?"

From past experience connection during the 14 day cooling off period doesn't happen. Its there for you to change your mind, not for you to try the service.

https://www.plus.net/help/broadband/about-broadband-speeds/

Plusnet is a signatory to Ofcom's Voluntary Speed Code of Practice. Under the Code we aim to make sure you're aware of the estimated broadband speed you should receive and have the opportunity to end your contract without paying an early termination charge, if you don't receive your Minimum Guaranteed Speed.

If your speed consistently falls below the Minimum Guaranteed Speed you should contact us. We'll try to fix the issue and aim to get your speed above the minimum and, if possible, within your original speed estimate range.

If we can't get this resolved within a minimum period of 30 days you can discuss the issue with us. You'll be given the opportunity to leave your contract without paying an early termination charge.

If you signed up before 31st May 2017 then you won't have a Minimum Guaranteed Speed, however we will always do our best to make sure your broadband speed falls within the estimated speed range for your line.

You can find out more on our Ofcom Speed Code of Practice page.

Was this article helpful?

Neil_Jones

zzzt said:

I ordered Plusnet's VDSL2 ("Unlimited Fibre Extra" - average speed of 66Mbit download). It took 14 days for it to be connected, and then another 14 days for their line tests to settle on the final speed, which is 36Mbit - the same as their cheaper VDSL1 package ("Unlimited Fibre" - average 36Mbit download).

The cabinet is one road over, so considering this is FTTC I didn't expect it to be that bad. But I'm not even that bothered about the speed, if it really was 36Mbit all the time, that would be enough for me, although I'd be annoyed that I'm paying more for nothing. But the quality is atrocious. At peak times it drops to 10Mbit, with frequent drops to 1Mbit.  It's massively oversubscribed. I don't think they have invested enough in bandwidth and are throttling people.

Even worse than that, 1 day after the 14 day stabilisation period the service degraded massively. At the most peak times now it's like being on 56K modem. Images slowly load from top to bottom and every second link I click on says it can't connect.

I'm stuck on this service for 18 months now. That's how they get you. How exactly could the 14 day cooling off period have been used? I wasn't connected until day 14, and they advised me at that point to wait 14 days for it to settle down so that I can know my real speed. On day 31 it then became unusable.

I work from home so this is really badly impacting me. I'm thinking I might have to pay the large cancellation fee. But I don't understand how as a consumer I had any rights in this scenario?

14 day cooling off does not apply to the service.  It applies only to your changing your mind about ordering that service.

If you use internet for business purposes it probably wasn't a good idea to use a domestic package.  Because if you have an issue (besides what you've highlighted) then you'll just be back of the queue repair wise.

QrizB

zzzt said:

I work from home so this is really badly impacting me. I'm thinking I might have to pay the large cancellation fee. But I don't understand how as a consumer I had any rights in this scenario?

I've just been to Plusnet's site and have obtained a VDSL quote. It indicates a "minimum guaranteed speed" with the following info popup:

If your speed consistently falls below this, please contact us and we'll try to fix it. If we can't you may be entitled to leave your contract.

What was your minimum guaranteed speed? (It might be quoted in your paperwork.) Have you contacted Plusnet and asked them to investigate?

If there's a physical fault with your line, switching providers isn't going to help (they'll use the same copper pair) so you may as well get Plusnet to fix it.

RogerBareford

zzzt said:

I work from home so this is really badly impacting me. I'm thinking I might have to pay the large cancellation fee. But I don't understand how as a consumer I had any rights in this scenario?

Why did you get a domestic package when you need it for working from home?

LeesArt

Forget the cooling off period

Focus on the Consumer Rights Act 2015

a. Fit for purpose
b. As described 
c. Reasonable quality.

First 30 days - short term right to reject - you must prove faulty or not as described
next 5 months  - They must prove it is NOT faulty and complied with above
after 6 months - you must prove it is faulty but they have to pay cost of professional report.

It seems to me you were promised a speed that they are not delivering

A guarantee would have been quoted a guaranteed, (start the sign up process using mobile data and give your neighbour's address then screenshot before completing signup).

Use speedtest dot net and BT checker 

Then craft a letter rejecting the service, ask for a refund of what spent so far and end the contract.  Tell them that as they are in breach of contract and of the Consumer Rights Act 2015 that you will be buying a mobile sim and router the cost of which you will seek in the small claims court if they do not remedy the issue within 7 days.

Do all this in writing and warn them that you will charge them £15 for each email you have to write to chase this breach of contract.

If they could not provide the service they were promising then that needs to made prominent at the sign up process, this is a core term, nobody would sign up to Plusnet 36mb or 65mb if they thought they would get 1mb. 

southsidergs

LeesArt said:

Forget the cooling off period

Focus on the Consumer Rights Act 2015

a. Fit for purpose
b. As described 
c. Reasonable quality.

First 30 days - short term right to reject - you must prove faulty or not as described
next 5 months  - They must prove it is NOT faulty and complied with above
after 6 months - you must prove it is faulty but they have to pay cost of professional report.

It seems to me you were promised a speed that they are not delivering

A guarantee would have been quoted a guaranteed, (start the sign up process using mobile data and give your neighbour's address then screenshot before completing signup).

Use speedtest dot net and BT checker 

Then craft a letter rejecting the service, ask for a refund of what spent so far and end the contract.  Tell them that as they are in breach of contract and of the Consumer Rights Act 2015 that you will be buying a mobile sim and router the cost of which you will seek in the small claims court if they do not remedy the issue within 7 days.

Do all this in writing and warn them that you will charge them £15 for each email you have to write to chase this breach of contract.

If they could not provide the service they were promising then that needs to made prominent at the sign up process, this is a core term, nobody would sign up to Plusnet 36mb or 65mb if they thought they would get 1mb. 

Seriously?? What utter rubbish advice. As has been pointed out if the op reports a fault tbey have 30 days to fix it or they can cancel anyway. Why people think other action nreeds to be followed I don't know