topic Re: Plus.Net is Not Disability Friendly in My Account/Billing

Plus.Net is Not Disability Friendly

willscott73 — Tue, 20 Feb 2024 07:05:42 GMT

I'm Autistic. I have issues with communication, and I hate speaking with people on the phone. It causes me a great deal of anxiety.

The Internet has been a great leveller for people such as myself, allowing us to interact with others in ways that we couldn't before the advent of messaging and emails.

So it's rather ironic that the company that has facilitated the levelling of the playing field for me INSISTS on me having to speak to them on the phone, rather than via writing, to terminate my contract.

I contacted them yesterday via Twitter, explaining how my disability makes it difficult to speak to people, and was told that I have to make a call, but to make things easier they could call me!!

Why do they allow us to take out new contracts, and renew contracts, without having to speak with anyone, yet to terminate the only way you can do so is to make a call? How do they deal with customers who are mute/deaf?

I've been with Plus.net since 2001. I've never had cause to complain. I've had 23 years of trouble free service. The only reason that I'm leaving is because they will not have FTTP to my address until the end of 2026. CityFibre have been here for 12 months now. It's sad that the first time I have issues with them is when I try to leave them.

I think that whoever comes up with policy at Plus.Net needs to take a look at the Equality Act 2010, and familiarise themselves with EDI.

Re: Plus.Net is Not Disability Friendly

jab1 — Tue, 20 Feb 2024 07:51:23 GMT

@willscott73 If you wish to terminate your contract, rather than just move to another ISP, you may do so in writing to:

Plusnet PLC

The Balance

2 Pinfold Street

Sheffield

S1 2GU

Send this by Recorded Delivery.

If however, you merely wish to move to another ISP, just start the sign-up process with them, and allow them to handle the transfer, in line with the industry standard 'Gaining Provider Led' procedure.

Re: Plus.Net is Not Disability Friendly

MisterW — Tue, 20 Feb 2024 08:00:49 GMT

Why do they allow us to take out new contracts, and renew contracts, without having to speak with anyone, yet to terminate the only way you can do so is to make a call?

TBH very few companies want to allow a customer to be able to cancel online, they want their 'retentions' dept to have a chance to change the customers mind.

For example, I recently needed to cancel a hosting account with Ionos and whilst some of the procedure was online, I eventually was forced to call to 'confirm' the cancellation, at which point retentions initially offered to halve the cost!!. Then they noticed I had already transferred the hosted domain and gave up...

Re: Plus.Net is Not Disability Friendly

Dan_the_Van — Tue, 20 Feb 2024 07:59:40 GMT

@jab1

The only reason that I'm leaving is because they will not have FTTP to my address until the end of 2026. CityFibre have been here for 12 months now. It's sad that the first time I have issues with them is when I try to leave them.

I thought 'City Fibre' is an alternative to Openreach network so a cancelling phone call or letter will be required.

Re: Plus.Net is Not Disability Friendly

jab1 — Tue, 20 Feb 2024 08:02:30 GMT

@Dan_the_Van In that case, yes, @willscott73 will have to send the letter, as I indicated in my first reply. I failed to notice the CF reference.

Re: Plus.Net is Not Disability Friendly

Baldrick1 — Tue, 20 Feb 2024 08:52:31 GMT

@willscott73

If it helps there's a pro forma cancellation form: http://www.plus.net/support/pdf/plusnet_cancellation_form.pdf

Re: Plus.Net is Not Disability Friendly

corringham — Tue, 20 Feb 2024 09:22:47 GMT

@Baldrick1 wrote:

If it helps there's a pro forma cancellation form: http://www.plus.net/support/pdf/plusnet_cancellation_form.pdf

Why does it take a fora member to highlight this option?

Plusnet twitter staff should be able to point a customer to this!

Re: Plus.Net is Not Disability Friendly

jab1 — Tue, 20 Feb 2024 09:27:52 GMT

They should, @corringham , but I doubt some of them even know it is available - don't use the Twitbook links, but did investigate them once, and some of the replies on there made me want to cringe.

Re: Plus.Net is Not Disability Friendly

corringham — Tue, 20 Feb 2024 09:32:19 GMT

One of the reasons I'd never recommend Plusnet to anyone these days is the fact that many "help-line" staff are unhelpful often to the extent of being wrong.

I know Plusnet want to keep their costs low, but using he cheapest untrained staff is a false economy - it just drives customers away and leaves a lasting bad reputation behind.

Re: Plus.Net is Not Disability Friendly

willscott73 — Tue, 20 Feb 2024 09:55:17 GMT

Yep it is, so just transferring ISP isn't going to terminate the contract automagically.

Re: Plus.Net is Not Disability Friendly

jab1 — Tue, 20 Feb 2024 09:56:28 GMT

@willscott73 So follow the guidance you have been given.

Re: Plus.Net is Not Disability Friendly

willscott73 — Tue, 20 Feb 2024 10:00:05 GMT

This is my gripe exactly. There is an assumption that talking on the phone is easy for everyone. Even those without a neurological condition that has communication issues at the centre of it can have difficulties with communication. Companies go on about their touchy-feely credentials, yet overlook the basic fact that there are many, through disability or otherwise, who are incapable of speaking to a human being in real-time.

Fortunately, there are companies out there that do "get" it, and they are the ones that I tend to go with. For example, my new ISP has WhatsApp support.