topic Re: Can I cancel my contract? in My Order

Can I cancel my contract?

Elle2521 — Wed, 22 May 2024 17:09:29 GMT

Following on from my last post
Regarding not being activated today…
I managed to get through on the phone. Only to be told that there was a fault that open reach needed to deal with.
No timeframe given on when how it would take long is a piece of string basicly..
I will get an update in the morning with a timeline…
I need Internet for my work and I have been here three weeks waiting for this activation .So can I cancel my contract with Plusnet even though it hasn’t even started yet and go elsewhere?
I know I can’t go through another provider other than virgin who isn’t in my area because the fault will still be there but my daughter has a Wi-Fi dongle and it’s a brilliant little piece of equipment. I might go down that route. I just want to know if I can cancel if openreach Work is going to be long-winded.

Re: Can I cancel my contract?

jab1 — Wed, 22 May 2024 17:14:55 GMT

in a word, @Elle2521 , no, you can't cancel without paying Early Termination Charges, which, in your case would be horrendous. Who are you currently with?

A Wi-Fi dongle is great, but you need an internet connection for it to work.

Re: Can I cancel my contract?

Elle2521 — Wed, 22 May 2024 17:33:03 GMT

I’m not with anyone. I’ve only just moved into this house and I ordered all my Internet connection services before I moved in and I’ve been waiting three weeks for it to be activated. Now I’m being told there’s a fault they can’t tell me how long it will be to put it right.
The little dongle thing that my daughter has Provides you with Internet I used it when I went to my mother’s house once and you get everything you want on it.
So Basically, I just have to wait until the job is done then 🤦‍♀️

Re: Can I cancel my contract?

jab1 — Wed, 22 May 2024 17:40:34 GMT

Ah OK. Did they tell you what the 'fault' was? - I doubt it, as OpenReach don't always tell the ISP. What 'dongle' is it - as I said, you need an internet connection for a dongle to work, the ones I am aware of merely plug into a desktop to provide wireless connectivity, as desktops usually do not have a Wi-Fi card installed.

Re: Can I cancel my contract?

Dan_the_Van — Wed, 22 May 2024 17:49:07 GMT

@jab1

May be it's a 4G LTE dongle

Re: Can I cancel my contract?

jab1 — Wed, 22 May 2024 17:51:03 GMT

Should have thought of that, @Dan_the_Van , but as I've never had one, it didn't cross my mind. 😀

Re: Can I cancel my contract?

Champnet — Wed, 22 May 2024 18:06:12 GMT

Seems unfair that @Elle2521 can't cancel the order without paying a cessation charge given that no service has yet been provided nor likely to be provided within a reasonable time. I'd consider a counter charge for all inconconvience caused. Any argument that the problem lies with Openreach won't wash.

Any Lawyers around ?

Re: Can I cancel my contract?

jab1 — Wed, 22 May 2024 18:10:37 GMT

Without knowing what the issue is, it is difficult to make that claim, @Champnet - and as the OP is dependent on OR infrastructure, any other ISP will have the same issue.

Re: Can I cancel my contract?

Champnet — Wed, 22 May 2024 18:18:31 GMT

@jab1 If the service can't be provided within a reasonable time then the contract should be scrapped.

But, there is an option, Openreach could provide the Customer with a temporary alternative solution until the problem is fixed..............

Re: Can I cancel my contract?

jab1 — Wed, 22 May 2024 18:21:12 GMT

(a) We don't know what the 'problem' is, so we (b) don't know if a 'temporary' solution is possible.

Re: Can I cancel my contract?

Champnet — Wed, 22 May 2024 18:37:37 GMT

@jab1 Your bias is showing..........

A while ago a car ran into the nearby telegraph pole. Openreach dismantled the pole declaring it unsafe leaving a group of us without internet access for over 2 weeks.. Those of us on Plusnet (me) just had to wait, those on BT were give a temporary box, it could have been a 4G connector.

Re: Can I cancel my contract?

jab1 — Wed, 22 May 2024 18:41:18 GMT

No bias, @Champnet - I just work on the information provided, or not, as the case may be.

Re: Can I cancel my contract?

MisterW — Wed, 22 May 2024 18:46:52 GMT

@Elle2521 just use the dongle as a temporary measure until the activation goes ahead. You will get £6.10/day automatic compensation until the service is activated

Re: Can I cancel my contract?

Elle2521 — Wed, 22 May 2024 18:58:02 GMT

Thank you for all your replies
I think all I can do is wait till the morning and see if it’s a something and nothing issue or a major one and go from there.
I certainly don’t intend on paying for something I don’t have

Re: Can I cancel my contract?

bmc — Wed, 22 May 2024 20:12:34 GMT

@Elle2521

Although you've paid up front the PN billing period doesn't start until the service is live - so no further charges.

Is is a new build you're in or just a new house to you?

Brian

Re: Can I cancel my contract?

Elle2521 — Wed, 22 May 2024 20:24:50 GMT

It’s a new house to me all my neighbours have Internet mainly BT. It appears it’s just me who has the problem

Re: Can I cancel my contract?

G6JPG-0 — Thu, 23 May 2024 07:56:01 GMT

It’s a new house to me all my neighbours have Internet mainly BT. It appears it’s just me who has the problem

I think @bmc was asking whether it's a new house - just been built. From what you say - if you have neighbours - that's not the case.

Has the house had any sort of connection (copper 'phone line, fibre) in the recent past (did the previous occupants have something)?

Re: Can I cancel my contract?

Baldrick1 — Thu, 23 May 2024 08:41:54 GMT

@Elle2521

We are all guessing as to the cause of the delay, unfortunately Plusnet do not respond to emails.

One thing that can happen when people move house is that Plusnet, as is standard practice, arrange to take over the line from the previous occupant. If the previous occupant then cancels their service after the order is placed then this introduces a delay, which is required under anti slamming regulations.

Re: Can I cancel my contract?

bmc — Thu, 23 May 2024 08:54:58 GMT

@G6JPG-0

I was indeed enquiring if it was a new build. If so, it would probably have anFTTP connection and problems havebben known when bring the connection live.

With an old house, it sounds like it's to do with the existing copper network.

Brian

Re: Can I cancel my contract?

Dan_the_Van — Thu, 23 May 2024 09:56:31 GMT

There appears to be another thread for the OP which has a response from plusnet.

See https://community.plus.net/t5/My-Order/Activation-today/td-p/1971155