topic Re: Plusnet to stop providing business broadband in Business

Plusnet to stop providing business broadband

Its4john — Thu, 03 Aug 2023 17:04:08 GMT

Received an email recently advising that plusnet are to stop providing business broadband from 5th September.

I called today to be told that they could transfer me to BT broadband and there would be no termination fee.

However, if I decide to not go with BT then I would have to pay a termination fee !!

Surely this wrong, Plusnet are terminating, not me.

Re: Plusnet to stop providing business broadband

knowdice — Fri, 04 Aug 2023 09:33:31 GMT

This is what Plusnet say:

If you don’t want to move to BT for Business

If you don’t want to move your broadband service to BT for Business, when you get to the end of your current contract, you can leave free of charge, and either switch to another provider or cancel your service by giving us 10 days’ notice.

If you choose to leave before your contract ends, you could be charged an Early Termination fee.

To see how we’ll calculate this, please see our Early Termination Charges.

https://www.plus.net/business/faqs/?_ga=2.246025921.490775634.1690816728-1226427809.1673449707

Notice the "you COULD be charged an Early Termination fee"

Maybe somebody would like to clarify that...

Re: Plusnet to stop providing business broadband

Mav — Fri, 04 Aug 2023 20:38:43 GMT

Moderator's note(s):

Thread moved from Broadband to Business.

Re: Plusnet to stop providing business broadband

Penny — Sat, 05 Aug 2023 00:06:11 GMT

Quote from the Changes to Plusnet Business Broadband FAQ page

If you don’t want to move your broadband service to BT for Business, when you get to the end of your current contract, you can leave free of charge, and either switch to another provider or cancel your service by giving us 10 days’ notice.

If you choose to leave before your contract ends, you could be charged an Early Termination fee.

@knowdice @Its4john

This topic has been escalated by one of the Superusers, with a request that this situation be clarified for business customers.

Re: Plusnet to stop providing business broadband

corringham — Mon, 07 Aug 2023 16:40:14 GMT

@Its4john wrote:

However, if I decide to not go with BT then I would have to pay a termination fee !!

I don't know whether this is true or not (Plusnet are very bad at giving clear information), but given that the 5th Sept is less than a month away and broadband is charged for in advance, you will probably already have paid for the period up to 5th Sept anyway - so there is unlikely to be much if any ETCs due.

Re: Plusnet to stop providing business broadband

Townman — Mon, 07 Aug 2023 20:00:56 GMT

Depends on how much one has left on the minimum term. I’ve got 13 months.

Messages are ambiguous suggesting that ETCs are only waived if one goes to big bully boy BT Business.

Re: Plusnet to stop providing business broadband

knowdice — Tue, 08 Aug 2023 07:20:22 GMT

My contract runs out 6th of June 2024.

But Plusnet are surely in breach of contract?

My contract is "Unlimited Business Fibre Broadband inc. Line rental" as Plusnet are unable to honour or supply this contracted service after 5th September 2023 then I would say that I'm free to leave without further financial penalties.

But lets get a confirmation either way directly from Plusnet.

Re: Plusnet to stop providing business broadband

willcutforth — Tue, 08 Aug 2023 09:15:35 GMT

Hey there @knowdice I have just checked with one, on the email we say you will be charged, however we can't charge you for leaving a service we aren't providing any more so it will show that you will be charged but you won't. I need to feed this back as if front line agents aren't telling you this then there is a problem.

Re: Plusnet to stop providing business broadband

knowdice — Tue, 08 Aug 2023 09:23:34 GMT

Ok, thanks Will

And many thanks for sorting out the domain move...all fixed 😀

It might be interesting to know, what will happen if we do nothing?

Will we just be converted to a residential account, or will the Plusnet broadband service just stop?

Re: Plusnet to stop providing business broadband

willcutforth — Tue, 08 Aug 2023 09:36:35 GMT

No Problemo Glad it's all sorted. A lot of change happening at once ey? haha

So at the minute we haven't actually been made aware, if we haven't sent comms to customer that we will cease the line then we can't do it.

Re: Plusnet to stop providing business broadband

MisterW — Tue, 08 Aug 2023 09:37:54 GMT

Will we just be converted to a residential account, or will the Plusnet broadband service just stop?

Dont forget that the Openreach WLR stop sell is Sept!! Its not going to be possible to migrate Line rental to a new supplier after that...

Re: Plusnet to stop providing business broadband

knowdice — Tue, 08 Aug 2023 10:42:05 GMT

@MisterW

No problem here... will port the landline number to a VOIP supplier and City Fibre have just come down our road, so have the option of one of their ISPs or Virgin Cable which is already at out front door 😎

Might just go ahead with that now and once the broad band is in place port the landline number away from Plusnet which "should" cancel the contract with them.

Re: Plusnet to stop providing business broadband

Its4john — Tue, 08 Aug 2023 16:45:40 GMT

I’ve got 13 months of contract left but I certainly won’t be paying any cancellation fee. When I called Plusnet and was told of the option to transfer to BT I asked to be put through to someone at BT I could talk to. After 35 minutes on hold I gave up.

I suspect Plusnet are just trying to get as many business customers put over to BT broadband using scare tactics.

Ive been looking at options and I can actually run my business using my phone hotspot so all I need is a spare old iPhone and a new sim (£10/month - no contact) and bingo, no need for fibre or wire connections.

Re: Plusnet to stop providing business broadband

knowdice — Wed, 09 Aug 2023 08:52:05 GMT

Going back to the email sent from Plusnet 12/06/2023

Under the section "What does this mean for you?"

If you wish to retain your existing landline service you’ll need to migrate your service from Plusnet Business before the 5th September 2023.

As part of the BT Group, we have a team of dedicated specialists who can help find the best broadband solution for your business, all at a great price.

We’ll also waive any early termination fees if you’re still within the minimum term of your agreement with us.

To discuss this further, call us today on today on 0800 389 7854 and we can arrange everything for you.

If you are in the process of migrating to another provider, then please ignore this email, you don’t need to do anything further.

What is meant by "minimum term of your agreement" ? - My contract runs trough to June 2024 am I within the minimum term?

So, maybe no early termination fees, but you will have to migrate the account even if you are staying with Plusnet.

Is my understanding of this correct?

Re: Plusnet to stop providing business broadband

Its4john — Wed, 09 Aug 2023 09:24:09 GMT

To willcutforth above (plusnet help team)

Can we take this as official confirmation from Plusnet that if you terminate service in September customers who DON'T transfer to BT will NOT have to pay any early termination fee ?

Re: Plusnet to stop providing business broadband

MisterW — Wed, 09 Aug 2023 10:18:45 GMT

I believe @Penny has got a response to the escalation and will be posting here shortly

Re: Plusnet to stop providing business broadband

Penny — Wed, 09 Aug 2023 11:57:07 GMT

This topic was escalated by one of the Superusers, with a request that this situation be clarified for business customers.

The following clarification has been received from PlusNet 08/08/23:

Termination charges - Customers on Plusnet business will not be liable for any termination fees for canceling the service, this includes canceling within the contract terms. Customers can choose any other provider, not just BT Business, and not be liable for any termination fees.

Unfortunately, there is an issue currently whereby termination fees are added to the account if the account was ceased within the term of the contract, however, a credit equalling the amount of the termination fees will also be applied to the account thus mitigating this.

PlusNet will write to all Business customers and will specifically state the closure date of PlusNet Business. Contracts that exceed the closure date will not be able to see out that term.

At the moment PlusNet has not confirmed a date for closure but this will be communicated when a date has been decided upon.

Hopefully that answers a lot of the questions that have been raised here recently.

Re: Plusnet to stop providing business broadband

knowdice — Wed, 09 Aug 2023 12:36:16 GMT

Thanks Penny, yes does answer the questions posed...

Sad day, I have been with Plusnet for over 20 years and always found their service and especially support very good.

So it's off to Vodafone on Cityfibre, could be interesting - will have a bit of backup with 4G modem just in case.

Re: Plusnet to stop providing business broadband

knowdice — Fri, 11 Aug 2023 15:23:05 GMT

@Penny Well I hope you are right about the final bill.... Just got this email.

When you leave Plusnet Business

You'll receive a cancellation bill with the charges you need to pay.

Because you're moving your broadband and phone before the end of your minimum term, you will be subject to early termination charges. These have been calculated at £125.80. You can find out more information about this in our Charges schedule. We could save you this fee and also find the best offer for you. Call us on 0800 0733 051 to see what deals we have for you.

Please note that if you're switching your service to BT For Business, any early termination charges will be waived.

We shall see... Plusnet is not really with it nowadays 🙄

Re: Plusnet to stop providing business broadband

Townman — Fri, 11 Aug 2023 17:52:48 GMT

The advice we have received is that the charges will be raised … and then cancelled!!