topic Re: account review Email in My Account/Billing

account review Email

websurf518 — Mon, 04 Oct 2021 21:41:46 GMT

Hi Alll,

i received an account review email on the 22 Sept 2021

in the email it states

If you decide to leave before the end of your current contract you can do so without paying any early termination fees by getting in touch with us on 0800 587 1942 and giving 14 days’ notice.

i did try using Facebook and despite me telling plusnet i can not phone any numbers due to working long hours , i get a reply of cant cancel account over messenger and to contact plusnet by phone , i cant contact plusnet by phone as working 7am - 8pm (no access to phone during this time)

so im asking the powers that be can a marker be put on my account to avoid any early cancellation fees being charged .

then is it just a case of signing up with a new isp to take over the line ?

Thanks for any info

Re: account review Email

adam945 — Tue, 05 Oct 2021 14:54:06 GMT

Hey @WebSurf

Please respond if my answer does not give you all the clarity you need as I'm not sure sure what you're after. I'll try to be as clear as I can.

You're right, cancellations can only be initiated by phone, or through our cancellation form, which you can find through a simple google search. If you're looking to switch provider though, the best thing to do is initiate the entire transfer through themselves, you don't need to tell us at all. When we receive their order to take over the line, this will serve as your intention to leave.

To be honest, it's always better that you do it that way, if you tell us first, we'll likely place a pending cease order on the line, which interrupts your new providers orders (assuming they use the Openreach network).

Looking through the account though, I'm struggling to find an email stating that you can leave with no fees, do you have a Ticket number / Service Notice number that you can provide at all?

Re: account review Email

websurf518 — Tue, 05 Oct 2021 20:37:36 GMT

Thanks for the reply

if you look at the email that was sent to me on the 22 Sept 2021 entitled

It's time for your account review

this is part of that email i have highlighted the part that says i can leave without early exit fee occurring

i know i can sign up with another isp and they take over the line , but if i had just done this then i would have occurred a early exit fee as your now saying you cant find reference to this, elsewhere in the forum someone else was saying about the early termination fee and a PlusNet employee said they would put a marker on the customers account so they wouldn't get the early termination fee applied on their last bill. i just thought it would be easier for the same thing to be done to my account so i don't get the fee added to my last bill

Re: account review Email

Gandalf — Wed, 06 Oct 2021 09:48:43 GMT

Thanks for the screenshot @websurf518

I'd recommend calling us on 0800 587 1942 (or 0800 013 2632) to discuss and arrange as they're our cancellations team.

Let us know though if you have any issues.

Re: account review Email

websurf518 — Wed, 06 Oct 2021 22:05:22 GMT

Thanks for the reply, as i have said on this thread and in my first message on PlusNet Facebook page

unfortunately i can not contact plusnet between 8am - 8pm as i am currently working 7am till 8pm and have no access to a phone during this time .

All i am asking for is a marker to be placed ion my account (the same as as suggested by yourself in this thread https://community.plus.net/t5/My-Account-Billing/Free-to-leave-email-but-still-under-contract/td-p/1829474) that no early fee will occur when i leave so when i sign up with a new isp i will not get an added early exit fee to my final bill which i will have to then sort out to get it refunded

thanks

Re: account review Email

Anoush — Wed, 06 Oct 2021 22:43:43 GMT

@websurf518 I understand what you’ve said. As per my response in the thread you’ve linked, I suggested a call to the same number to put the marker on.

Our cancellations team are open weekends as well 9am to 7pm Saturday’s and 9am to 6pm on Sunday’s.

Out of interest do you work 13 hour shifts with no break every day of the week? Not judging just curious

Re: account review Email

websurf518 — Wed, 06 Oct 2021 23:00:38 GMT

I am working on a covid testing site 7 days a week 7am - 8pm i do have breaks but No phones are permitted and i dont have a mobile phone to use anyway ,my next days of is approx. 2 weeks time , rather get this sorted now

Re: account review Email

TheMightyAJ — Thu, 07 Oct 2021 12:15:58 GMT

Hi @websurf518,

Whilst I can appreciate your predicament, I'm afraid that we're unable to arrange account cancellations via the Community Forums or via the Social Media Support channels. If you have any further queries or issues that you would like to raise then please don't hesitate to get back in touch and we'll be happy to help wherever we can, however I'm afraid that we cannot progress this particular request any further.

Re: account review Email

websurf518 — Thu, 07 Oct 2021 20:12:08 GMT

This is unbelievable, if you read what i am writing i am not asking for my account to be cancelled, i am asking for a mark to be put next to my account so when i sign up with a new isp so i will not be billed an early termination fee as was posted in the email i got sent from PlusNet, ,Can someone from PlusNet confirm that this is the case i can leave without an early leaving fee being applied to my final bill

Re: account review Email

Mustrum — Thu, 07 Oct 2021 21:19:32 GMT

Here's a thought, just hang on for 3-4move when your contract ends! weeks and start a new contract with your chosen supplier.

HTH.

Re: account review Email

adam945 — Fri, 08 Oct 2021 09:39:18 GMT

Hello @websurf518

Thanks for your response, and I'm sorry we're unable to help here. As per the email, you won't be charged early termination fees, though you'll need to find some time to call our Customer Options Team on the number provided in order for them to put the marker on your account.

Alternatively, you can log onto your online Member Centre, find the end date for your contract, and ask a new supplier to take over the line on that date, that way you'll never pay out of contract prices for your services.

Re: account review Email

websurf518 — Sun, 14 Nov 2021 21:06:25 GMT

Just received my final bill from plusnet and according to the bill i have been charged

Early Termination Charge £9.51

despite plunet sending out the original email as above "you can leave early without no termination charge" and

comments from plusnet help team above saying i will not get billed an early termination charge which is why i started this thread to make sure i didn't get charged and could leave easily

would appreciate if someone from plusnet could help with this

Re: account review Email

Gandalf — Mon, 15 Nov 2021 08:11:04 GMT

Thanks for getting back to us @websurf518

Had you contacted our Customer Options Team by phone as per our previous posts?

You'd have needed to do this prior to cancellation to avoid termination fees.