topic Re: Cancellation Problems in Plusnet Feedback

Cancellation Problems

morton18 — Tue, 27 Oct 2009 13:21:03 GMT

I have been a plusnet customer since August and am moving flat. I was thinking of transferring but its a new flat and so I need to get a BT engineer out to install a line £90 to BT or with a free installation I have to sign up to BT and make x amount of calls per month else I get charged. So anyway I went to cancel my policy only to be told it would be a £90 cancellation fee for equipment!?
It is clearly stated here on this website that plusnet got rid of their cancellation charge. Also
a) I was never told this when I first signed up - in which case I have been mis sold this product and
b) £90 for a wireless box?? You have to be joking!!
My other gripe is, if plusnet is owned by BT, why do I then have to sign up to BT line rental to continue with plusnet service?
Its all a very false economy! Plus the fact that you take money out of the account in advance and you finance dept have messed up by charging me twice for the same service last month.
You now have my bank account details and seem to be able to take money out on whim - is this legal?
All I want is to cancel with no charge, you have already taken out money for next month which I have no intention of using.
Please can someone help or explain?? I already rang up but your team seem to be full of contradictions!
A VERY unhappy customer.

Re: Cancellation Problems

James — Tue, 27 Oct 2009 13:25:22 GMT

Hi,
Basically, we activated your broadband free of charge (costing us £40), sent you a free router (costing us £30) and BT will charge us £25 to cancel your line, hence the £95 you have been quoted.
If there is no phoneline at your new place, BT will charge you £124.99 to activate a new phoneline on a rolling annual contract. We can do this for £49.99.
We can also move your broadband to your new property free of charge (apart from the phone line installation cost) if you stay with us for a further year.

Re: Cancellation Problems

morton18 — Tue, 27 Oct 2009 13:31:44 GMT

I still think this is an extortionate amount, also, I was never told of the cancellation fee when I first joined up, else I would have never signed up in the first place.

Re: Cancellation Problems

James — Tue, 27 Oct 2009 13:39:43 GMT

No, and that's true.
Instead you were told that you were on an 18 month contract. We have recently made changes to remove the 18 month contracts (which we gave you notice of almost a couple months ago), meaning that you could leave free of charge (apart from the cease charge) if you stayed with us for over 12 months.

Re: Cancellation Problems

Kazbah — Tue, 27 Oct 2009 13:42:34 GMT

Quote from: Jameseh
If there is no phoneline at your new place, BT will charge you £124.99 to activate a new phoneline on a rolling annual contract. We can do this for £49.99.

Wish i'd known that two and a half years ago

Re: Cancellation Problems

morton18 — Tue, 27 Oct 2009 13:43:35 GMT

When did you tell me of the changes?? You have my debit card details and seem to take money out when you please. You have doubly charged me for the same service a month ago, which if I hadn't have reported to you, you would have not realised for yourself.

Re: Cancellation Problems

James — Tue, 27 Oct 2009 13:47:34 GMT

It was about six weeks ago.

Re: Cancellation Problems

Kazbah — Tue, 27 Oct 2009 13:49:37 GMT

I got my email notifying me of the changes on the 8th September

Re: Cancellation Problems

morton18 — Tue, 27 Oct 2009 18:43:17 GMT

Well I have checked all my email and I have no record of you notifying me of changes to terms and conditions, plus surely you would need authorisation to change terms and conditions? The only correspondance I had from you was to say I was connected, and then to confirm I'd been charged twice for the same month. I would like proof you sent me this notification. It just seems a ploy the whole time to get people in a contract under false pretence then sting them later.

Re: Cancellation Problems

Oldjim — Tue, 27 Oct 2009 19:04:14 GMT

You could of course insist on Plusnet honouring the old contract terms and not charge you for the activation/equipment etc.
Then you would only be liable for about 15 months worth of payments which, at £5.99 per month is only £89.85 plus the line cancellation charge which was there when you signed up of £20 making a total of £109.95

Re: Cancellation Problems

morton18 — Tue, 27 Oct 2009 22:01:21 GMT

Either way its a rip off - am I surprised they are a subsidiary of BT...er no?

Re: Cancellation Problems

James — Wed, 28 Oct 2009 09:18:59 GMT

Right. So - we give you stuff for free within an 18 month contract (activation, hardware, etc).
You decide to leave within 6 months and complain when we charge you cancellation payments.
We are not a charity.

Re: Cancellation Problems

morton18 — Wed, 28 Oct 2009 11:54:49 GMT

Thats a professional way to speak to your customer! Im not expecting you to be a charity, Im expecting a service where you simply change ts and cs at your own whim, and take double payments out my bank account. I wanted to transfer my service originally, not leave, either way its going to cost me money, and originally there was no mention of a cancellation fee until you supposedly sent me notification of changes of ts and cs which I did not consent to. I will send the hardware back, thats not a problem, and other service providers also give you free hardware without charging you an extrotionate amount to leave.
Please cancel my service and I will return the hardware. I would also like to remind you you have taken payment for next month which I wont be using.
Thanks

Re: Cancellation Problems

scarrabri — Fri, 30 Oct 2009 21:04:14 GMT

Quote from: Jameseh
No, and that's true.
Instead you were told that you were on an 18 month contract. We have recently made changes to remove the 18 month contracts (which we gave you notice of almost a couple months ago), meaning that you could leave free of charge (apart from the cease charge) if you stayed with us for over 12 months.

wow now i have just cancelled my contract with plusnet ,and i have a 18 month contract,and the guy at cancellations said it was ilegal of plusnet to put out 18 month contracts ,and it would be free to cancell because of that ,i did record the conversation,,and if this is not true ,my solicitor will be taking this up

Re: Cancellation Problems

morton18 — Fri, 30 Oct 2009 21:50:22 GMT

Finally got through to a nice guy at the call centre, Andy, he was a lot more helpful that the usual staff are and sorted everything out for me

Re: Cancellation Problems

ChemicalBrother — Sat, 31 Oct 2009 17:09:40 GMT

Quote from: morton18
Well I have checked all my email and I have no record of you notifying me of changes to terms and conditions, plus surely you would need authorisation to change terms and conditions? The only correspondance I had from you was to say I was connected, and then to confirm I'd been charged twice for the same month. I would like proof you sent me this notification. It just seems a ploy the whole time to get people in a contract under false pretence then sting them later.

Did you actually check your "postmaster" account, which under the terms and conditions of which you signed up, agreed to check this account regularly?
This is where by default they will send you all emails pertaining to any changes to your terms and conditions and Plusnets general terms of service
Glad you got it sorted out though.

Re: Cancellation Problems

morton18 — Sat, 31 Oct 2009 18:47:08 GMT

Well, I've paid to transfer which is fine, but I'm glad someone at customer support was able to explain in to me and assist me with out being rude.

Re:Cancellation Problems

Mand — Mon, 02 Nov 2009 12:25:22 GMT

Hi there,
It's not illegal for us to have 18 month contracts, or for any other supplier to. What the recent Ofcom ruling introduced was a *guideline*, which is not mandatory (yet but may well be a year or two down the line), but is aimed at making contracts and charges easier for customers to understand.
We implemented these changes pretty much as soon as Ofcom published their decision.