topic Re: Cancelling before end of contract in My Account/Billing

Cancelling before end of contract

nosnibor73 — Sat, 21 Jan 2023 19:22:23 GMT

I'm due to move house soon and will need to cancel my broadband contract with Plusnet. The contract is not due to end until November 2023. I know that Plusnet does not serve the area I am moving to.

The move is due to a military move, so cannot be helped. Will I still be charged cancellation fees?

Thank you.

Re: Cancelling before end of contract

jab1 — Sat, 21 Jan 2023 19:33:10 GMT

@nosnibor73 You most likely will be charged ETC's , but in your case it may be an idea to give the Customer Options Team a call on 0800 013 2632 and explain. You say PN don't serve your new location - is it outside the UK?

Re: Cancelling before end of contract

nosnibor73 — Sat, 21 Jan 2023 19:47:33 GMT

Thank you, I will do. No it's East Yorkshire. the area is served by KCOM, they have the monopoly there which is ridiculous. The only other provider that serves that area hasn't got lines into where we will be living yet!

Re: Cancelling before end of contract

jab1 — Sat, 21 Jan 2023 19:49:49 GMT

OK. I agree, the KCOM monopoly situation there is a bit of a ridiculous situation.

Re: Cancelling before end of contract

dvorak — Sat, 21 Jan 2023 20:27:40 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Cancelling before end of contract

Anonymous — Sun, 22 Jan 2023 10:17:37 GMT

@nosnibor73

I don't know how these things work with the military, but would it be possible to obtain a letter from your commanding officer or someone else with the authority to do so, confirming that your relocation is effectively being forced on you for "military" reasons - ie not your choice?

I would hope that Plusnet would not want to be seen to be penalising our armed forces unfairly in this way? It would be very bad publicity.

Re: Cancelling before end of contract

Dan_the_Van — Sun, 22 Jan 2023 10:26:43 GMT

@nosnibor73

I suggest a read of the T & C's https://www.plus.net/help/legal/terms/ and a call to customer options is the best advice you can

get here.

My view is plusnet supplies can not provide the required service to you so they have broken the contract to you and therefore you are not at fault.

Re: Cancelling before end of contract

Baldrick1 — Sun, 22 Jan 2023 11:34:53 GMT

Looking at this coldly from the Ts & Cs viewpoint.
I think that contracts are linked to an address and are not guaranteed to be moveable to elsewhere so the decision to move, regardless of the reason, breaks the contract.

The decision to take out a fixed term contract when there is a chance that there might be a need to move is the customer’s decision. The need to move is not the responsibility of Plusnet. Is there any compensation available from the military, it’s them who require the move?

Re: Cancelling before end of contract

Dan_the_Van — Sun, 22 Jan 2023 12:00:24 GMT

It all depends on how the OP presents the issue, when I moved I took the contract with me to a rental property and a second move to a new build.

I asked the question if they (plusnet) could not offer me a service at my new address what would happen, they said I could cancel with no penalty as it's their suppliers fault not mine I could not continue the contract with them.

I would call customer options and see what they say as they should know!

Re: Cancelling before end of contract

nosnibor73 — Sun, 22 Jan 2023 12:15:28 GMT

Thank you for all of your replies.

I will be giving the team a call once we know our definite move date. We weren't expecting to move until much nearer the end of contract date, which is why I took the 18 month contract out and not a 12 month contract. If we have to pay the penalty then so be it, there's not a lot I can do. A friend has informed me that PN are part of the Armed Forces Covenant, so hopefully that will help.

Thanks again for the replies.

Re: Cancelling before end of contract

jab1 — Sun, 22 Jan 2023 12:20:54 GMT

If my memory serves me correctly, this question has been asked in the distant past, and PN waived ETCs.

Re: Cancelling before end of contract

Gandalf — Mon, 23 Jan 2023 08:34:15 GMT

@nosnibor73

We will indeed waive cancellation fees if you have to cancel due to being in the Armed Forces, and we may ask for proof. I'd suggest calling the Customer Options Team on 0800 013 2632 when you're ready.