Cancelling mid contract without exit fees (plusnet)

throughtheblue

I entered a plusnet contract end of April, and want to exit early, mainly due to the terrible speed/performance and because I will be moving. 

How easy is it to get out of contracts when the speed advertised is not regularly met? I will obviously have to give them time to attempt to rectify it.

I'm aware you can exit contracts early when you move, and the provider can't provide broadband to your new property. In October, I will be moving in to new rental accommodation, which is essentially a barn that has internet provided via the landlord who lives opposite. There is one broadband line, so the landlord has their own internet setup, and I wouldn't be able to transfer my package even if I wanted to. Would this allow me to exit the contract early?

[Deleted User]

Not wanting or needing broadband when you move doesn't allow you to exit the contract, so you need to pursue the performance route, if the min guaranteed speed is not being met.

littleboo

what was the minimum speed guaranteed when the service was offered, what speed do you get and how are you measuring it?

Neil_Jones

throughtheblue said:

I entered a plusnet contract end of April, and want to exit early, mainly due to the terrible speed/performance and because I will be moving. 

How easy is it to get out of contracts when the speed advertised is not regularly met? I will obviously have to give them time to attempt to rectify it.

I'm aware you can exit contracts early when you move, and the provider can't provide broadband to your new property. In October, I will be moving in to new rental accommodation, which is essentially a barn that has internet provided via the landlord who lives opposite. There is one broadband line, so the landlord has their own internet setup, and I wouldn't be able to transfer my package even if I wanted to. Would this allow me to exit the contract early?

Not wanting it at your new address isn't a get out clause.  The speed thing varies - if you're just connecting via Wi-Fi then it will be slower at all times of the day and night.  You need to look at the connection speed and connection between the provider and the router, not between the router and your own device(s) which are out of the ISP control.  Especially Wi-Fi performance (unless you have something like those Wi-Fi disks)

throughtheblue

Neil_Jones said:

throughtheblue said:

I entered a plusnet contract end of April, and want to exit early, mainly due to the terrible speed/performance and because I will be moving. 

How easy is it to get out of contracts when the speed advertised is not regularly met? I will obviously have to give them time to attempt to rectify it.

I'm aware you can exit contracts early when you move, and the provider can't provide broadband to your new property. In October, I will be moving in to new rental accommodation, which is essentially a barn that has internet provided via the landlord who lives opposite. There is one broadband line, so the landlord has their own internet setup, and I wouldn't be able to transfer my package even if I wanted to. Would this allow me to exit the contract early?

Not wanting it at your new address isn't a get out clause.  The speed thing varies - if you're just connecting via Wi-Fi then it will be slower at all times of the day and night.  You need to look at the connection speed and connection between the provider and the router, not between the router and your own device(s) which are out of the ISP control.  Especially Wi-Fi performance (unless you have something like those Wi-Fi disks)

Thanks

What I mean is, even if I want to move it, I can't because the landlords have their own broadband which they run into the property I'm renting. So hypothetically if I wanted it with me, I couldn't because of that. 

I do want to get out of it though, mainly the speed. I believe the contract is minimum 62mps - 75mps. I have periods where it's at 20-40mps, and performance is very poor. They say to connect it to the ethernet to test speed, but I think as a wireless service, the speeds should be met via wireless.

I will pursue the speed with them and see if I can exit that way.

Olinda99

Could you elaborate on 'it is a wireless service' - normally broadband is supplied to the premises via a cable (copper, fibre etc)

If so, it is the speed of that cable that matters, not WiFi.

Neil_Jones

Wireless performance is not the responsibility of the provider - unless you have the option that guarantees it or you get some compensation.  I don't believe Plusnet provides this.  So if the wi-fi is poor where you are, that's not Plusnet's problem.

The 62-75mbps is the connection speed between the provider and the router.  not between your computer and your router.  So you need to run a wired connection for a while and see what sort of speeds you get that way.  If they improve and stay improved, then its not a speed issue.

Wireless has always had latency and extra overheads; it will never be as fast as a wired connection.

throughtheblue

What if they can provide broadband at the new address but not the same speed?

400ixl

Go to https://www.plus.net/member-centre/broadband to see your guaranteed minimum speed which as mentioned above is the speed at which the router connects to their network. This is the part of the network they have control of.

The speed you get at a device on wifi can be heavily affected by your device, how far you are from the router and what is blocking the signal, and what other networks around you could be conflicting with yours.

On that broadband page will also be the current connected line speed, which can also be seen on the router itself.

[Deleted User]

throughtheblue said:

What if they can provide broadband at the new address but not the same speed?

That's fine. They would tell you your new minimum speed for the new property.

The original speed estimates obviously only apply to the property at which you signed up.

onomatopoeia99

throughtheblue said:

Neil_Jones said:

throughtheblue said:

I entered a plusnet contract end of April, and want to exit early, mainly due to the terrible speed/performance and because I will be moving. 

How easy is it to get out of contracts when the speed advertised is not regularly met? I will obviously have to give them time to attempt to rectify it.

I'm aware you can exit contracts early when you move, and the provider can't provide broadband to your new property. In October, I will be moving in to new rental accommodation, which is essentially a barn that has internet provided via the landlord who lives opposite. There is one broadband line, so the landlord has their own internet setup, and I wouldn't be able to transfer my package even if I wanted to. Would this allow me to exit the contract early?

Not wanting it at your new address isn't a get out clause.  The speed thing varies - if you're just connecting via Wi-Fi then it will be slower at all times of the day and night.  You need to look at the connection speed and connection between the provider and the router, not between the router and your own device(s) which are out of the ISP control.  Especially Wi-Fi performance (unless you have something like those Wi-Fi disks)

Thanks

What I mean is, even if I want to move it, I can't because the landlords have their own broadband which they run into the property I'm renting. So hypothetically if I wanted it with me, I couldn't because of that. 

Are you suggesting the landlord is banning you from getting your own phone line installed?  I'm pretty confident they can't do that as it's your home while you live there, not theirs, so I'm not convinced that argument would work.