topic Re: After moving home, the broadband fee is increased and the contract is extended. in My Account/Billing

After moving home, the broadband fee is increased and the contract is extended.

chanhk — Mon, 24 Jan 2022 18:14:27 GMT

After moving home, the broadband fee is increased and the contract is extended. The previous fee was £26.14 but after move the price is £38.48. The contract is also extended to Dec-2023 and I remember that the contract was Nov-2022.

I find that the "Discount" is cancelled early. My contract was started from May-2021 to Nov-2022 (18 months).

After Dec-2022 (moving home), the Dec-2022 bill "Discount" is cancelled and the contract is extended to Dec-2023 now.

Could you please tell me why? I haven't signed any document...so strange.

Thank you.

Re: After moving home, the broadband fee is increased and the contract is extended.

Gandalf — Mon, 24 Jan 2022 19:40:00 GMT

Thanks for your post @chanhk

I'm really sorry to see your bill's higher than you'd expect.

I've looked into this for you and I've dropped you an e-mail under the ticket ref 221403245 which I hope helps.

If you've got further queries, or there's anything else you'd need help with, feel free to get back to me via our Community Forums, you can send me a private message if you prefer.

Re: After moving home, the broadband fee is increased and the contract is extended.

chanhk — Mon, 24 Jan 2022 21:01:34 GMT

Thank for the information.

What is the "one-off charges (£114.99)"? I can see "Current Cancellation Costs: £140.69" only.

For the moving home, is it not free? if not free, why I still use Plusnet? it is expensive than VM (M100 Fibre Broadband). Their plan only £25 (18 month contract, no setup fee)

Re: After moving home, the broadband fee is increased and the contract is extended.

adam945 — Tue, 25 Jan 2022 09:47:08 GMT

Thanks a lot for getting back to us @chanhk

The £114.99 one off charge will have been made up with the £65.00 House Move fee, and then £49.99 for the new line installation at your new property. Saying that, when customers re-contract at their new property, we waive this charge.

Re: After moving home, the broadband fee is increased and the contract is extended.

chanhk — Wed, 26 Jan 2022 09:34:07 GMT

Thanks, Adam.

Could you please tell me that if I want to terminate the contract, how much will I need to pay? Thank you.

Re: After moving home, the broadband fee is increased and the contract is extended.

adam945 — Wed, 26 Jan 2022 10:02:55 GMT

Good morning @chanhk

I can't post this in the public domain, but I've just sent you an email and text message with the Early Termination Charge.