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Cancelling After Poor Initial Service

Posts: 1
Registered: ‎13-09-2018

Cancelling After Poor Initial Service

Just signed up to PlusNet (moved from Sky).


2 Days after my line was activated I am still without service and have just been told it will be at least another couple of days.


I work from home for an international company and rely on a solid and reliable BB provider, clearly PlusNet is neither; possibly even worse than TalkTalk?


I want to just check that I can cancel the service, penalty free? I cannot possibly risk continuing with such a poor service.



Thanks in advance


/Danny M

Posts: 10,363
Thanks: 4,603
Fixes: 367
Registered: ‎30-06-2016

Re: Cancelling After Poor Initial Service

You can cancel penalty free within 2 weeks of receiving the contract email, not the go live day.

Where else do you think you will get a working service within a couple of days?

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Community Veteran
Posts: 3,286
Thanks: 894
Fixes: 73
Registered: ‎13-08-2015

Re: Cancelling After Poor Initial Service

Hopefully one of the helpful staff members will see your post and provide a more detailed explanation of what the problem is.

Unfortunately whatever it is will still be there for other suppliers, and you will have a 10 day Ofcom imposed delay before you can move anyway.

Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,640
Fixes: 57
Registered: ‎26-03-2018

Re: Cancelling After Poor Initial Service

Hi @DannyM67 


Welcome to the Forums! 


Sorry to hear you were having issues - I've taken a look at your account and it looks like you have been able to establish a connection last night. 




I work from home for an international company and rely on a solid and reliable BB provider, clearly PlusNet is neither; possibly even worse than TalkTalk?

Are you aware that we offer Business packages? The residential services should not be used for Business purposes - but a couple of work emails or occasional home working is okay. 


I've performed a GEA test on your circuit:


Test OutcomePass

Test Outcome CodeGTC_FTTC_SERVICE_0000

DescriptionGEA service test completed and no fault found .

Main Fault LocationOK

Sync StatusIn Sync

Downstream Speed40.0 Mbps

Upstream Speed10.0 Mbps

Appointment RequiredN

Fault Report AdvisedN

NTE Power StatusPowerOn

Voice Line Test ResultPass

Bridge TapNot Detected

Radio Frequency IngressNot Detected

Repetitive Electrical Impulse NoiseNot Detected

Cross TalkNot Detected

Estimated Line Length In Metres663.8

Upstream Rate AssessmentVery Good

Downstream Rate AssessmentVery Good

Interference PatternRegular Interference Observed on Week Days

Service ImpactRetrains Observed

Interference Duration Longest OccurrenceFrom 18:45 to 19:00

Interference LocationUnknown

Home Wiring ProblemNot Detected

Downstream Policing Discard Rate0.0

Customer Traffic LevelUpstream and Downstream Traffic Detected


Profile Name0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off


Your router is syncing at the higher end of the package which you are paying for, and with the Estimated Speed Range our supplier has provided for you line - you can check these limits yourself by popping your Landline number in here


If you ever need us to look into something, then shout up on here and one of us will be more than happy to help. 


Should you want to cancel your services, the information @Baldrick1 gave regarding the 14 day period is correct - this timeframe starts from the day after the contract being established, as opposed to the "Go Live Date".


If you do, indeed, want to pursue canbcellation, I would advise getting in contact with our Customer Options team reading this as they are the department who can provide all relevant  information regarding your account closure.

Telephone number:
0800 013 2632 or 0330 123 9197 (Both free from a Plusnet Landline)


Opening Times:
08:00 - 20:00 Monday to Friday
09:00 - 19:00 Saturday
09:00 - 18:00 Sundays