topic Re: Just upgraded to the Full Fibre 900 in My Order

Just upgraded to the Full Fibre 900

guiseppa71 — Thu, 28 Jul 2022 14:31:15 GMT

Not sure if this should be in billing or not but I've just started the upgrade to the Full Fibre 900 package and I've received an email saying "We're sorry to hear you're leaving us" and that I will be charged an early termination fee of £48.35.

I'm not leaving PlusNet, I'm just upgrading so why am I being charged?

Re: Just upgraded to the Full Fibre 900

Baldrick1 — Thu, 28 Jul 2022 14:34:23 GMT

Moderators Note

This topic has been moved from Full Fibre to My Order

Re: Just upgraded to the Full Fibre 900

agedgopher — Thu, 28 Jul 2022 14:44:32 GMT

Have you by any chance tried to move your telephone line to a VOIP provider?

If so that will have the effect of cancelling your FTTC connection and thus probably introduce the charge for early termination.

Signing up to FTTP with Plusnet means that you lose the phone line and your number.

Re: Just upgraded to the Full Fibre 900

guiseppa71 — Thu, 28 Jul 2022 14:49:03 GMT

No I haven't. I don't have any phone packages with PlusNet either. The only extra I had was a static IP.

Re: Just upgraded to the Full Fibre 900

agedgopher — Thu, 28 Jul 2022 14:55:44 GMT

@guiseppa71

Sorry but I cannot help more on this topic but I am sure that someone with a greater knowledge and maybe a staff member will be along soon to clarify things for you.

Re: Just upgraded to the Full Fibre 900

bmc — Thu, 28 Jul 2022 15:03:09 GMT

@guiseppa71

You will have a phone line / number from PlusNet - to enable your current ADSL / FTTC service to operate (unless it's an old legacy product from a time when PlusNet did Internet only and you could have a phone service from another supplier).

You'll need a staff member to confirm what's happening with your account. PlusNet do not offer a phone service with their Full Fibre package so you loose any phone number you have - if you don't use it then there's no problem with that. Some customers use / need their current number so can't go with PlusNet Full Fibre so need to change ISP.

Brian

Re: Just upgraded to the Full Fibre 900

cocowalla — Fri, 29 Jul 2022 09:50:21 GMT

> Some customers use / need their current number so can't go with PlusNet Full Fibre so need to change ISP

I've waited years for PlusNet to start offering FTTP, and was looking forward to switching... but I really need to keep my existing numbers

I don't mind switching to a VOIP provider if needed - is losing your number a temporary issue PlusNet are working through, or is it going to be a permanent "feature"?

Re: Just upgraded to the Full Fibre 900

Gandalf — Fri, 29 Jul 2022 10:56:46 GMT

@guiseppa71 wrote:

Not sure if this should be in billing or not but I've just started the upgrade to the Full Fibre 900 package and I've received an email saying "We're sorry to hear you're leaving us" and that I will be charged an early termination fee of £48.35.

I'm not leaving PlusNet, I'm just upgrading so why am I being charged?

I'd ignore that email as we shouldn't be charging you a termination fee as you're upgrading to FTTP. Sorry for the confusion!

@cocowalla wrote:

is losing your number a temporary issue PlusNet are working through, or is it going to be a permanent "feature"?

Really sorry about this. I've posted Here that...

@Gandalf wrote:

I don't know I'm afraid but this is currently the way it is.

We'll happily sign you up to BT if you'd like to keep your number as they can provide a Digital Voice service.

Re: Just upgraded to the Full Fibre 900

w0036471 — Thu, 04 Aug 2022 11:46:03 GMT

I have had the same type of correspondence - an email and a hard copy letter telling me I'm leaving and I need to pay an early termination charge - as a result of a request to upgrade to Full Fibre. This is presumably linked to you not offering a landline to Full Fibre clients, but I would suggest you need to alter your automated processes ASAP.

Re: Just upgraded to the Full Fibre 900

bmc — Thu, 04 Aug 2022 11:56:44 GMT

@cocowalla

PlusNet are now offering FTTP to new customers - along with an option to keep ypur phone number. Don't know what this means to existing customers but this is from their Help pages.

"Plusnet Full Fibre is a broadband only package, so you don’t need a phone line. This means you can save on line rental.

Re: Just upgraded to the Full Fibre 900

RealAleMadrid — Thu, 04 Aug 2022 12:00:57 GMT

@bmc It basically means Plusnet will not supply a phone service, you have to get it from your current landline provider and assuming that they can do a phone only service keep paying line rental and call charges.

Not a viable solution for anyone in my opinion.🙄

Re: Just upgraded to the Full Fibre 900

bmc — Thu, 04 Aug 2022 12:05:34 GMT

@RealAleMadrid

I don't disagree with you - I think the real question is will PN allow the last minute port to a VOIP provider of a number without it cancelling the FTTP order.

Brian

Re: Just upgraded to the Full Fibre 900

adamwalker — Thu, 04 Aug 2022 12:17:01 GMT

Hi all @w003671 I'm sorry for any confusion caused by the automated notifications, I'll get some feedback passed on about that as you definitely won't need to pay any early termination fees if moving over to FTTP either with us or BT.