Plusnet cancellation. Am I being messed around?

Buster_Danog

My contract with Plusnet ended three months back so the price went up to £35 per month. I rang to cancel the service on 5th August but was initially told it could not be cancelled until 19th August. I reminded the agent that I was no longer under contract and he agreed to request a cancellation Immediately.

I just checked the cancellation confirmation email and it says the service is going to be cancelled on the on the 19th August. I am really annoyed as I am already paying for a 4G service and cannot see any good reason why I should pay line rental and a broadband fee to Plusnet for another two weeks when I requested the cancellation on the 5th. 

mjm3346

Think BT usually go to a rolling 30 days when a contract ends, from the Plusnet website "We require 14 days' notice in order to cancel a residential account"

Ms_Chocaholic

Submit a complaint to Plusnet and ask them to listen to the call (all calls are recorded I think)

Skintoap

Having recently left Plusnet, I know that their terms and conditions clearly state that they require 14 days notice to cancel your service. This applies if you are out of contract. (If you were still in contract, you could have been asked to pay the charges due up to contract expiry date).  If you rang on 5 August to cancel the contract, 19 August would be your termination date. 

Neil_Jones

Buster_Danog said:

My contract with Plusnet ended three months back so the price went up to £35 per month. I rang to cancel the service on 5th August but was initially told it could not be cancelled until 19th August. I reminded the agent that I was no longer under contract and he agreed to request a cancellation Immediately.

I just checked the cancellation confirmation email and it says the service is going to be cancelled on the on the 19th August. I am really annoyed as I am already paying for a 4G service and cannot see any good reason why I should pay line rental and a broadband fee to Plusnet for another two weeks when I requested the cancellation on the 5th. 

14 days notice required.  See your T&Cs.

https://www.plus.net/help/legal/terms/#standardTerms - section 15 - "If you want to end our agreement, unless you're inside the cancellation period set out in paragraph 9, you'll need to give us 14 days' notice."

Should have put the notice in sooner.  If you didn't read the T&Cs then that's not Plusnet's fault.

Buster_Danog

Neil_Jones said:

If you didn't read the T&Cs then that's not Plusnet's fault.

Indeed it isn't. But the customer service advisor is at fault.

Neil_Jones

Buster_Danog said:

Neil_Jones said:

If you didn't read the T&Cs then that's not Plusnet's fault.

Indeed it isn't. But the customer service advisor is at fault.

Are they?

You were told the cancellation date was the 19th, the advisor put it through "immediately" and you still got the date of August 19.

So yes the advisor might have said "immediately", but as per T&Cs you need to give 14 days notice.  Which ends on the 19th.

Buster_Danog

Are they?

You were told the cancellation date was the 19th, the advisor put it through "immediately" and you still got the date of August 19.

So yes the advisor might have said "immediately", but as per T&Cs you need to give 14 days notice.  Which ends on the 19th.

Is there any point in talking about a conversation you weren't part of?

He told me it could be cancelled sooner than the 19th.

macman

You are not 'out of contract'. You are out of minimum term. but the 14 day notice period in the contract still apply. 

Chino

Is there any point in talking about a conversation you weren't part of?

If you don't want people to comment on your communications with your ISP why did you post about them?

iniltous

Is this even a point if discussion, punter calls PN on the 5th August says cancel my account ‘immediately’ , it’s naive to think that the account and service would be cancelled /ceased there and then on  the 5th , it’s 14 days notice ,  which is pretty good as most ISP require 30 days notice ….so 19th August is the date service ends ( the punter can still use this service for those 14 days if they wish ) 
If the punter thought the PN agent by agreeing to cancel immediately that meant last paid for date would be the 5th August, they should have read the T&C’s , and even if the agent didn’t make it clear that those 14 days would be charged for is irrelevant , and TBH , it will never be known if it were the PN agent that didn’t make it clear to the punter , or the punter misunderstood the information they were given by the PN agent.
As already said , if they  already had an alternative to PN in place they should have called earlier, if the new service actually started on or around the 5th , then calling 14 days before that to cancel would have been something of a leap of faith to schedule ceasing the old without knowing the new service would be in and working , because you can almost guarantee that if the new company had failed to provide service by the 5th or it turned out t9 be useless, and PN cut their old service off on the 5th, the punter would be complaining that PN wouldn’t put them back on without wanting a whole new minimum term.