topic Re: Switch over dates, Will I be charged???? in My Order

Switch over dates, Will I be charged????

Pburgess2280 — Wed, 26 Feb 2025 12:24:44 GMT

Hello, I have just signed up to Plusnet after a dreadful experience with Sky and my gruelling 24 month contract with them is up on 1/3/25. The only issue I have is that the connection date is currently 3/3/25 and has since gone to 4/3/25. Will this mean that I will be left without a connection for a few days? Or will I be charged for the two or three days that I will be out of contract? I find this quite unfair as the ball is in the service providers court. Plusnet/Openreach/could drag their heels for a long time, which is what has happened before. I also work from home, so my internet connection is vitally important for my income.

Re: Switch over dates, Will I be charged????

MisterW — Wed, 26 Feb 2025 12:35:43 GMT

Will this mean that I will be left without a connection for a few days? Or will I be charged for the two or three days that I will be out of contract?

Your existing service should remain active until the actual switchover date. It would mean that you'd be charged an out-of-contract rate by your existing provider from the contract end date until the switchover date

I also work from home, so my internet connection is vitally important for my income.

If that's the case , then I suggest you should have some form of backup connection, maybe a 4/5g hotspot...

Re: Switch over dates, Will I be charged????

Townman — Wed, 26 Feb 2025 12:59:47 GMT

Formally within the T&Cs advised to you at the time of sign up, Plusnet precludes the use of their residential service for WFH use.

Most certainly there is no compensation for consequential loss arising from the service not being available and residential call to fix targets are 3 working days.

Re: Switch over dates, Will I be charged????

Anonymous — Wed, 26 Feb 2025 14:09:13 GMT

@Pburgess2280

You should plan for your broadband to be off for up to 24 hours on the actual changeover day. Your "old" provider will cut you off when they choose, but the new Plusnet might not be working until just before midnight.

As an example, when I moved from BT Broadband to Plusnet a few years ago, BT cut me off at about 6am and I was without service for around 2 hours until the Plusnet connection came up. That was a relatively short break, I think because Plusnet is part of BT Group and BT, EE and Plusnet connections, (FTTC), are handled differently at the telephone exchange from other ISPs such as Sky, (LLU?).

If a connection is essential for your work, have you tried setting your mobile phone, (if you have one), up as a WiFi Hotspot and use mobile data for that period. As mentioned above, if your job relies on a connection, you should have a backup anyway in case of line faults.

Re: Switch over dates, Will I be charged????

Baldrick1 — Wed, 26 Feb 2025 16:33:15 GMT

@Pburgess2280 wrote:
The only issue I have is that the connection date is currently 3/3/25 and has since gone to 4/3/25. Will this mean that I will be left without a connection for a few days?

It's always wise to arrange a transfer early in the final month of a contract and request that it goes live around a week before the old contract expires. You pay for each month up front so the old contract is already fully paid up. Therefore there should be no new early termination charges to pay, any penalty will be in the form of a reduced rebate for the days between when you leave and the contract end date.

Your old contract should, as has been stated, continue with your old ISP at their out of contract rate, providing you have let Plusnet handle the switch. However, if you have informed the old ISP that you are departing at the end of the contract, it is likely that the plug will be pulled on the final day and you will be without a service until the new service is up and running.

Re: Switch over dates, Will I be charged????

Baldrick1 — Wed, 26 Feb 2025 16:35:16 GMT

Moderator's note:
Thread moved from Broadband to My Order