topic Re: Trying to leave in Plusnet Feedback

Trying to leave

ajsvoice — Sat, 26 Jan 2013 10:45:50 GMT

I'm moving house next Friday and I'm trying to let Plusnet know. Having been told by the website to phone 0800 432 0200 I've spent 20 minutes waiting to speak to someone only to be told they can't do anything and I need to ring 0845 1406002 on Monday (when I'll be at work and it will not be convenient).
Why make this so difficult? There is no good reason why this could not have been sorted by the person I spoke to today. Or why can't there be a web form for this? Plusnet are more than happy for people to sign up this way. Absolutely ridiculous.

Re: Trying to leave

Oldjim — Sat, 26 Jan 2013 10:55:55 GMT

First - forget about 0845 number - somebody wants shooting giving that out http://www.plus.net/home-broadband/contact/
You say you are moving house next Friday - I assume this was rather unexpected.
Do you want to cancel or initiate a house move
If it is a house move and you want to move the service then you don't need cancellations and it can be sorted using normal support
If you are cancelling then you are stuck with calling during the week

Re: Trying to leave

ajsvoice — Sat, 26 Jan 2013 11:00:57 GMT

I just want to cancel as I'm moving to another property where I have phone/broadband already. I presume I have to phone 0845 1406002 Mon-Fri 9 - 5.30 (which I bet will mean a lengthy wait).
Or can I use 0345 140 0200?
I'm told there is an address I can write to? What is it?

Re: Trying to leave

Strat — Sat, 26 Jan 2013 11:03:04 GMT

From Jim's link

Quote
Cancellations 0800 432 0200 9am - 5.30pm Mon to Fri

Quote
Our Address
Plusnet, The Balance, 2 Pinfold Street, Sheffield S1 2GU

Re: Trying to leave

alanf — Sat, 26 Jan 2013 11:32:09 GMT

"3. Giving us notice
If you ask us to cancel your service we need 30 days notice if you're on Plusnet Essentials or Unlimited (sold from November 2012), or 10 days notice if you're on any other product - unless your service terms say otherwise.
Cancellations are subject to minimum contract periods and the payment of any outstanding and/or deferred amount. You can see if we need you to pay any deferred costs by checking your Account Summary."
http://www.plus.net/support/customer_service/using/request_mac_key.shtml#mac03

Re: Trying to leave

ajsvoice — Sat, 26 Jan 2013 15:24:28 GMT

I didn't know I was moving for certain until yesterday. I'm on Value and have no argument to pay up the 10 days notice and £25 charge.
However the process should be easier - you shouldn't be restricted to phoning one limited team within business hours.

Re: Trying to leave

chrispurvey — Mon, 28 Jan 2013 09:48:31 GMT

Hi ajsvoice,
I've arranged for a colleague to call you at a more hopefully convenient time.

MAC please

ajsvoice — Sun, 19 Jan 2014 09:46:02 GMT

my 12 months is up and I would like a MAC please. I have lost the will to live trying to get it by phone: please email it to me.

Re: Trying to leave

Luzern — Sun, 19 Jan 2014 10:53:25 GMT

As pointed out many times before in the Forum, one has to follow the laid down procedures to get a MAC.
Something I personally do not understand, is that your last post was in January '13! Most folk with some sort of gripe, which one might assume you have to want to leave, I think, would have posted more frequently.

Re: Trying to leave

picbits — Sun, 19 Jan 2014 11:08:42 GMT

As above, the only way you'll get a MAC code is to either write in to them requesting it or by calling the cancellations and confirming who you are.
It cannot be done by email or ticket.

Re: Trying to leave

ajsvoice — Sun, 19 Jan 2014 11:36:02 GMT

There's no reason why it should be made so difficult to get a MAC - other than the company trying to make it difficult for people to leave,

Re: Trying to leave

Strat — Sun, 19 Jan 2014 11:43:55 GMT

I'm sure Plusnet would prefer to have only the phone route as it gives them the opportunity to discover why a customer wishes to leave and offer an incentive to stay.
However OFCOM stipulates at least 2 methods of requesting a MAC must be offered.

Re: Trying to leave

bmgrt — Sun, 19 Jan 2014 12:40:51 GMT

Just intrigued really...
ajsvoice seems to want to cancel Plusnet as he's moving to a place where he already has "phone/broadband" as opposed to wanting to "switch" ISP, so, is a MAC actually required in such a case ?

Re: Trying to leave

pwatson — Sun, 19 Jan 2014 12:55:50 GMT

I suspect his circumstances changed - the thread started nearly 12 months ago (when he was moving) and has now been resurrected talking about MACs

Re: Trying to leave

ajsvoice — Sun, 19 Jan 2014 15:37:38 GMT

Quote from: Strat
I'm sure Plusnet would prefer to have only the phone route as it gives them the opportunity to discover why a customer wishes to leave and offer an incentive to stay.
However OFCOM stipulates at least 2 methods of requesting a MAC must be offered.

Choose the 2 most inefficient methods: by letter and by a phone number that is never answered. Shrewd.

Re: Trying to leave

tonyw — Mon, 20 Jan 2014 18:20:19 GMT

Interesting comment in the Telegraph today by Ofcom in regard to Sky: “We expect providers to ensure that cancelling or switching a communications service is a straightforward and hassle-free process for consumers."
The most hassle-free process would be email. You have proof you sent it, you don't have to call an 0845 number or listen to music-on-hold for 30 minutes, and you don't have to trek to the Post Office for recorded delivery or proof of postage.
Perhaps email is just too straightforward and hassle-free.
dick:quote

Re: Trying to leave

picbits — Mon, 20 Jan 2014 18:58:00 GMT

Email is easily spoofed and you could quite easily send a cancellation request on behalf of someone you didn't like .....

Re: Trying to leave

tonyw — Mon, 20 Jan 2014 20:31:31 GMT

Ofcom provides for three means of cancellation - phone, email and post - and lets the ISP choose any two. If security is a concern then the ISP could set up a cancellation method online whereby the member logs into their account and requests a MAC online. Many mobile phone companies issue PACs in this way and it doesn't seem to be an issue.

adie:quote

Re: Trying to leave

jelv — Mon, 20 Jan 2014 20:37:33 GMT

Quote from: tonyw
The most hassle-free process would be email. You have proof you sent it,

and absolutely no proof that it arrived. Even if you requested a read receipt the failure to receive one could just mean the recipient doesn't respond to them.
You also get in to the realms of idiots who send MAC requests by email without anything to identify the account it applies to.
Plus how does the ISP know that the email is from the account holder and not one of his 'mates' thinking it's a joke to spoof his email and request a MAC when he has no intention of leaving.

Re: Trying to leave

picbits — Mon, 20 Jan 2014 20:45:01 GMT

It would appear that the easiest way would be a "request MAC" function within the Plusnet customer portal with a couple of questions as to why the customer is leaving and the option for a callback if being offered a better deal could sway the customers decision to leave.
I recall when I went to leave BE, apart from a half hearted attempt to hard sell a cheaper service to keep me, it was a relatively quick simple process lasting less than 5 minutes (including the hard sell part !)