topic Re: Cancelling mid-contract in My Account/Billing

Cancelling mid-contract

maranello — Tue, 22 Aug 2023 13:48:22 GMT

My mother-in-law has 9-10 months remaining on her contract. She has had to move into a residential home. Nobody will be living at her house, which will be cleared and put up for sale to fund her home costs. If she cancels, will she be have to pay cancellation charges or would Plusnet be open to a request to waive the charges? Does anyone have any similar experience that they could pass on?

Responses much appreciated.

Re: Cancelling mid-contract

Longliner — Tue, 22 Aug 2023 13:53:55 GMT

Technically there would be a cancellation charge but I'm sure Plusnet would look sympathetically at your case. I suggest you give them a ring, have your mother's details handy. My sympathies, it's a sad situation for you both.

Mike

Re: Cancelling mid-contract

Mav — Tue, 22 Aug 2023 15:17:46 GMT

@maranello I have escalated this and, hopefully, a member of staff will reply soon.

Re: Cancelling mid-contract

adamwalker — Thu, 24 Aug 2023 09:07:55 GMT

Hi @maranello, Sorry to see this and I know from personal experiences that it's not an easy change in life to deal with for all involved. In that circumstance any exit fees would still apply but do let us know if any support is needed with that side of it.

Re: Cancelling mid-contract

maranello — Sat, 16 Sep 2023 13:06:20 GMT

@adamwalker

This is a quite disappointing response. My mother-in-law has been exclusively a Plusnet customer since she first had broadband in 2009. In that period she has had minimal use, never been a frequent or high data download user. She has only ever had two routers from you in that time. I was expecting a more considerate response, particularly as she is cancelling to go into a residential home due to becoming blind (registered sight impaired). I fail to understand what costs there would be to Plusnet that would need to be recovered by this charge. I understand the need for applying such charges to discourage customers from jumping ship to a cheaper provider, but this is not the reason for cancelling the contract.

Is there any scope for waiving the charges given her circumstances or is it more likely that Plusnet will rigidly apply the T&Cs?

Re: Cancelling mid-contract

adamwalker — Sun, 17 Sep 2023 13:49:13 GMT

Hi Maranello, cheers for taking my call just now.

Just to summarize what we talked about, moving into a residential home isn't a reason we would waive exit fees for, this is because it can often be a lifestyle choice and doesn't always point towards a vulnerability.

Thanks for outlining that your mother in law is registered sight impaired, for that reason we can definitely waive the termination fees.