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New Installation

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Aspiring Pro
Posts: 104
Thanks: 26
Fixes: 4
Registered: ‎14-11-2017

New Installation

Hello,

I am posting a question on behalf of a Society I am a member of.  First a bit of info,

They are currently using 4G Mobile Broadband for the site, it's a combination of small buildings and outdoor area.  It's protected by CCTV.  At the moment the 4G just isn't up to standard with a good enough signal to ensure the CCTV is accessible offsite.  The society is situated on land owned by a comercial company.

Now the question:

They are therefore looking a getting a fixed line service, and PlusNet is a good contender.  The site does NOT currently have any incoming landline, however another nearby tenant has recently left and they DID have an active line, which we are wondering if we could utilise that? 

If the line was installed and the service setup, but was no faster or better could it be cancelled without charges or with the minium of costs involved?

Apologies for the questions, happy to clarify any points.

Thanks in advance.

Kind Regards,

CJT
2 REPLIES 2
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Superuser
Superuser
Posts: 15,957
Thanks: 6,393
Fixes: 49
Registered: ‎22-08-2007

Re: New Installation

The only terms under which a contract can be cancelled is if the guaranteed minimum speed is not met AFTER Plusnet / BTOR have been given the opportunity to remedy the issue.  Not performing compared to some other provider's offering is not grounds for penalty free termination.

See https://www.plus.net/help/legal/business-service-schedules/#broadband-service-levels

Speed

2.11 If, 10 days after the Customer's service is up and running, the Customer is always getting broadband speeds slower than the estimated speed range Plusnet provided when the Customer signed up, Plusnet will try to improve the speed.

2.12 If the Customer is not receiving the broadband speed we estimated, Plusnet will try to improve the service the Customer is receiving. Plusnet may provide the Customer with instructions on checks the Customer must make in their premises. We may also arrange for an engineer to visit their premises, if required, to improve their service. If after the Customer has followed Plusnet's instructions to improve their speed, where:-

2.12.1 the Customer signed up, changed product or moved premises since 1 March 2019, and their speed is still regularly lower than the "Minimum Guaranteed Speed" we provided to the Customer; or

2.12.2 the Customer signed up, changed product or moved premises between 29th May 2017 and 28 February 2019, and their line speed is still regularly lower than the last "Minimum Guaranteed Access Line Speed" provided to the Customer; or

2.12.3 the Customer signed up before 29th May 2017, and has not changed their product or moved premises since then, or the Customer last changed their product or moved premises before 29th May 2017, and the line speed is still significantly lower than the last estimated speed range Plusnet provided to the Customer.

If the fault can't be resolved within at least 30 days, the Customer will be entitled to end our agreement for the service without paying any applicable early termination charges or cease fees. However, Plusnet will not refund the Customer for the use of the service during the period between the date Plusnet began providing services to the Customer and the end of our agreement.

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Aspiring Pro
Posts: 104
Thanks: 26
Fixes: 4
Registered: ‎14-11-2017

Re: New Installation

@Townman 

Thank you for the fantastic reply 

😀

Kind Regards,

CJT