Would appreciate Urgent Advice - Been stupid

[Deleted User] · 18 January 2016 at 7:57AM

I've recently been moved to emergency accommodation. Its all been quite stressful (had problems here with cockroaches and getting gas card for a prepayment meter I didn't want but sorted now, rather stressy at the time) plus the usual moving on a budget problems, whilst dealing with two stressed special needs children (one is 19 but that doesn't make it easier).

I have two autistic sons and am presently being diagnosed myself. I haven't coped with the eviction process and emergency accomodation process as well as I'd like. We rely on the internet (I know this sounds silly), it helps keep us all distracted and calm. So I phoned up my previous provider (Plusnet). I was told I'd be very lucky and not be charged over a £100 like other companies and could have free installation of fibre and phone, but an 18 month contract (9 months left on previous one) and I'd lose all the discounts I had on my old one. I clearly stated I wasn't happy as this seemed like a bad deal to me.., but being a bit muggy headed I did agree.

I then did some research and found Talk Talk did a much better deal, half the price with TV essentials, £25 for installation. I don't seem to have TV reception here though. I found the guy I was talking to very difficult to follow, heavily accented and spoke very fast. But being an idiot I agreed to have the service installed. I desperately wanted a fibre connection but to be honest, just wanted the call to be over as well. The first confirmation email I had from them said if I changed my mind about the move (bear in mind I'd already moved and was clear about that) I'd have to pay a cancellation fee, I've since received another email from talk talk to say I've got 20 days to change my mind less their costs. Installation is in two days.

Ideally I'd like to change from plusnet to talk talk, I don't like the plusnet deal at all but don't want to phone them again. The thought of speaking to their 'options' team just scares me because I seem to have lost my normal ability to make decisions properly. I'm better than I was early last week but don't want a repeat of agreeing to bad deals (or two instead of one lol). I've emailed Plusnet customer services but just got a standard, call the options team reply. I've replied saying their representative wasn't entirely honest and Talk Talk do a cheaper deal for more services, so I'd like to cancel but suspect they won't do anything before installation day on 20th. Can I negotiate re the lost 9 months of my previous contract? or is the new 18 months contract uncancellable as I've used them before. I just don't like how Plusnet conducted themselves.

I don't know what to do? At present I have two fibre etc services being installed on the 20th and I'm stood in the headlamps like a rabbit, not sure what to do.

JJ_Egan · 18 January 2016 at 8:30AM

You owed Plusnet 9 months on existing contract .Moved and Plusnet agreed to wipe this debt if you took out a new contract as is usual .

Plus net gave you the terms and you agreed .
I cannot see where they have done anything wrong at all .
If you move then you owe them 18 months fees .So cancel talk talk .

Last week.
http://forums.moneysavingexpert.com/showpost.php?p=69888122&postcount=1252

elsien · 18 January 2016 at 8:40AM

If it's emergency accommodation how long are you likely to be there for? Do you want to be signing up for 18 month deals if you might be moving to somewhere more permanent?

[Deleted User] · 18 January 2016 at 1:26PM

It's not likely to happen. My children are autistic and rely on net connection to reduce stress. So is needed.

We have C banding as homeless family so likely to take two years to move - at least.

I do believe that plusnet lied (ie telling me most providers charge £100 plus for new installations) then said there is a live phone connection at the address so all they needed to do was give three weeks notice to current provider. Unfortunately it did not occur to me until after the call that the over £100 charge referred to probably applied only to properties needing cabling etc. The representative knew this wasn't needed but kept telling me how lucky I was Plusnet wasn't charging for installation.

culpepper · 18 January 2016 at 1:40PM

It sounds like whatever you do you will still need to pay plusnet. So I agree with JJEgan ..cancel the other installation and use plusnet,it will be less stressy than trying to cancel the thing, STILL having the costs AND having the new install .Just tell talktalk you have got muddled and wont be able to have their service after all.

JJ_Egan · 18 January 2016 at 1:50PM

Weather PN lied or not you moved and owe them 9 months payments .
Choice is then after paying off your old contract to decide who you want as the supplier to the new address .You then are minus the 9 months paid up of the old contract and that has to be factored into any saving on a new deal .Most ISPs who are able to supply your new property do write of the old contract if you take out a new contract with them .

cajef · 18 January 2016 at 2:19PM

They did not lie, normally if you move property there is a charge for transferring the broadband but some companies will waive this charge providing you agree to a new contract which is what Plusnet have said they will do.

macman · 18 January 2016 at 2:32PM

If you have budget issues, is not opting for an 18m min term FTTC connection somewhat foolish? If you do move before then you'll be landed with a bill for hundreds, that will be due in one hit. Wouldn't a PAYG dongle have been a wiser choice in the short term?
I

[Deleted User] · 19 January 2016 at 5:02AM

The internet is an essential service in this household so of high priority so I budget for it, but I don't want to pay more than I have to.

I have rung Plusnet and did manage to negotiate a better deal. The gentleman I dealt with this time was much more flexible. Its still more than I'd pay Talk Talk, but I agree, not a lot I can do about that with 9 months still remaining on the plusnet contract. I will cancel the Talk talk deal first thing tomorrow. Unfortunately ill health is now hitting me so I'm not getting things done as quickly as I'd like.

Thank you. So much has gone wrong with this move (although thank god we are in emergency accommodation) its been a bit difficult.

I do disagree however about the first gentleman not telling the truth. He told me other companies would charge over £100 for installation, this may be true with some companies but as I am now aware, there are lots of companies that don't, particularly with an active line that he knew about. He made out I didn't have better value options. There were. I just wish I'd been able to think clearly at the time.Not having true internet (only get it between 12 and 8 through my phone) I couldn't check easily at the time.

brewerdave · 19 January 2016 at 9:16AM

deannatrois wrote: »

I do disagree however about the first gentleman not telling the truth. He told me other companies would charge over £100 for installation, this may be true with some companies but as I am now aware, there are lots of companies that don't, particularly with an active line that he knew about. He made out I didn't have better value options. There were. I just wish I'd been able to think clearly at the time.Not having true internet (only get it between 12 and 8 through my phone) I couldn't check easily at the time.

Unfortunately ALL salesmen are "economical with the truth" - in my limited experience of ISPs , Plusnet are considerably better than some of the others particularly TT and BT themselves !!:)

macman · 20 January 2016 at 11:49AM

The BT rack rate for a line install is £130, but it always negotiable, depending on the value of the contract you are proposing to take.

Would appreciate Urgent Advice - Been stupid

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