topic Re: Right to cancel! in My Order

Right to cancel!

Rgmanby — Thu, 29 Jun 2023 13:18:48 GMT

I'm having the same problem as a lot on here with broadband been connected. Was supposed to be active 27/06/23.
All I keep getting told is "we've spoken with our suppliers" and get told every day to wait another 24 hours!
I'm wondering now if I cancel my order because they've not provided the service, will I still be penalised?
I have to admit the staff on the phone have been polite and professional but unable to give any proper answer why its not activated.
Seriously having second thoughts now.

Re: Right to cancel!

Baldrick1 — Thu, 29 Jun 2023 13:58:24 GMT

@Rgmanby

Welcome to the Community forums.

If you really want to cancel then talk to the Customer Options Team on 0800 013 2632 and they will advise.

However, be aware that this delay will invariably be caused by Openreach, not Plusnet. If you cancel and go to another ISP that uses the BT network (about all unless you are going to a cable company or a full fibre Altnet) then there will be the same delays but you will start again at the back of the queue.

Re: Right to cancel!

Rgmanby — Thu, 29 Jun 2023 14:06:17 GMT

Thanks for your reply.
I'll see what happens tomorrow and make a decision.
Unfortunately only BT and plusnet (being parented by BT) supply here, we have just got 4g though, the joys of living on a remote Scottish island. When it does work we can get upto 50mbs.

Re: Right to cancel!

Rgmanby — Thu, 29 Jun 2023 14:08:50 GMT

My neighbour is the open reach engineer, but can't do anything as it's automated and not a registered fault. Been fine with Vodafone for years but they don't supply here any more!

Re: Right to cancel!

Mustrum — Thu, 29 Jun 2023 14:12:25 GMT

Did you cancel your Vodafone account, or just sign up to PN without telling Voda anything?

Re: Right to cancel!

Rgmanby — Thu, 29 Jun 2023 14:35:43 GMT

I signed to PN, but spoke to Vodafone as they had me down or disconnection on the 12th, they disconnected on the 27th right enough, first thing, PN said the phone is switched over just broadband not activated still.

Re: Right to cancel!

Rgmanby — Thu, 29 Jun 2023 16:47:22 GMT

I'm registered disabled and housebound, so it is a big problem for me, how did I survive the 60's without tech?

Re: Right to cancel!

ClaudiaG23 — Thu, 29 Jun 2023 17:29:59 GMT

Hi @Rgmanby, I can see you've spoken with our Provisioning team who are aware of your disability and this has now been raised to the Suppliers and our Welfare team to get the phone line on as a priority.

Re: Right to cancel!

Rgmanby — Thu, 29 Jun 2023 17:48:18 GMT

I do appreciate all the help from the team there, I know it is out of your control. Just hoping open reach can get their act together!
Thank you.

Re: Right to cancel!

MatthewWheeler — Fri, 30 Jun 2023 08:12:20 GMT

Hi @Rgmanby

I've sent a chaser to our Welfare team and they'll be in touch with you shortly with the next update

Re: Right to cancel!

Rgmanby — Sat, 01 Jul 2023 15:04:23 GMT

Up and running now, was clearly a supplier issue.
Many thanks to all the team who have helped to get this sorted quickly.
Stress level reduced significantly 🙂