topic Re: Calculate exit fee in My Account/Billing

Calculate exit fee

njw7196 — Fri, 16 Feb 2024 12:33:28 GMT

Hi all

I am no longer able to afford rent at my current place, so I'll be moving out in the next couple of weeks. I called Plusnet customer services some time ago to complain that my bill had almost doubled (this was due to a discount no longer applying for some reason). In that conversation it appears I entered into a fixed term contract of 24 months. I believe I have 20 months to go at £24.99. Can someone tell me what the exit fee would be please? Surely it can't be £24.99 x 20 = £499.80? I'd appreciate any help I can get on this. Thanks.

Re: Calculate exit fee

Longliner — Fri, 16 Feb 2024 12:46:02 GMT

Welcome to the forum, njw, and I'm sorry you should join in such circumstances. I think your £24.99 rate was applied as part of a new contract, otherwise you would have remained on the non-contract rate, maybe £44 or so. Unfortunately you do face hefty charges to pay off the rest of your contract, the £490.80 you quote less a nominal deduction for the service you won't be using.

I suggest you call PN and ask if they can offer any help with your situation. Do tell them if you are receiving benefits or classed as a vulnerable person as they can make allowances in such cases. Best wishes and I hope things work out for you.

Mike

Re: Calculate exit fee

mystreet1 — Fri, 16 Feb 2024 14:11:03 GMT

Also, if you are moving to another place where you have to purchase your internet service, ask if your contract can be moved to the new address.

Re: Calculate exit fee

James30 — Fri, 16 Feb 2024 15:17:47 GMT

@njw7196 Hi, I'm sorry to learn about your circumstances, it would be best to call our Customer Options Team on 0800 432 0200. They're open Monday - Friday: 8 - 8, Saturday: 9 - 7 and Sunday: 9 - 6. They're all clued up on that sort of stuff and will be happy to help.

Re: Calculate exit fee

njw7196 — Fri, 16 Feb 2024 15:22:41 GMT

Hi Mike

Thank you for your response! I'll give them a call. I have caring responsibilities, but not in any formal capacity so it's unlikely to make a difference. I will certainly flag that though!

Re: Calculate exit fee

njw7196 — Fri, 16 Feb 2024 15:23:24 GMT

This won't be an option for me, as there is already a contract in place where I'll be going. Thank you for the suggestion though.

Re: Calculate exit fee

njw7196 — Fri, 16 Feb 2024 15:23:58 GMT

Thank you for your response. I will call as soon as I am able.