Plusnet Cancellation

evenasus

I had been with Plusnet for the last 7 years and found them very good - until today.
I moved house in May and wanted to take Plusnet with me to the new house. So they set up a new contract for the new house. Unfortunately, the new house (which is a new build) area does not have any open reach cables, which Plusnet use.
The cables are here are Ashford Fibre/Network 9.
Plusnet upon realising this, said they would cancel the new contract as they couldn't supply. I received a confirmation email of this and that there would be no cancellation charge.

This morning I received an email from Plusnet telling me that will take a direct debit of £485.18.
I of course rang them straight away to find out why this charge and after I explained the situation and they looked back at the email they sent to me saying there would be no cancellation charge as they couldn't supply.
Now I'm told that they've cancelled the direct debit their end and for me to cancel the direct debit on my current account.
Fine I thought Until they then told me that they will try to take the payment every day for 3 months, then it will go into debt recovery and eventually written off.
This seems totally crackers. Never having been in debt in my 78 years, I'm not too happy with this and how it would affect me.
Has anyone had a similar issue with Plusnet?

littleboo

were you in a minimum term contract with Plusnet at the old address? I wonder if the charges are actually Early Termination Fees from there.

evenasus

No, I wasn't in a contract as such. I'd been with them for some years. 
Having admitted that they didn't check they could supply the internet but drew up a contract for the new house anyway. 
Then to email me and say that there will be no charge for termination, as they couldn't supply. And two weeks later to decide they want a cancellation fee???
It's a bit like receiving a supermarket delivery, with some items missing from your order as they're out of stock but being charged anyyway.

littleboo

That's why I'm asking about an minimum term at the old property. Typically after an initial minimum period with the provider, you either move on to a rolling 30 day contract at much higher rates, or you re-commit to 12/18/24 months at a discounted rate. Most people are on these discounted rates with a minimum commitment term. Even if you have been with them for some years, its still possible, likely even, that you could have re-contracted at a lower price. 

evenasus

It's all now sorted. I was confused and they understood how I was confused. Plusnet have kindly cancelled the charge. 
If they ever are able to serve the area I'm in now, I would definitely go back to them.

littleboo

Glad to hear it