Repeated connection drop outs

[#1]

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@jab1 

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Many thanks for your help.

All sorted in the end.

[#2]

Thanks for getting back to us @Ridethesplit

No problem at all, let me know if there's anything else we can help you with

[#3]

Hi all
Sorry to dig this old post up, but I went through the motions today, and made the move to "the 21st century" with BT FTTP. I called plusnet and asked for verification that the termination fee would be waived. I was assured by the operative on the phone that this was the case.
I then received an email from Plusnet advising me of a £33.70 termination fee.

Apparently a support ticket has been opened for the cancellation. I replied to this ticket, but have had zero response.

To say I feel misled is a bit of an understatement. Has anyone else had this experience?

[#4]

No charge for me...
Plenty of confirmation throughout the process that this was the case too.

[#5]

As soon as I got off the phone from BT this came through

I was also promised a call-back once the cease date was confirmed, but did not get that either.

[#6]

Did you get to BT via plusnet, or go direct to BT?

The plusnet call handler put me through to the BT sales team and sorted it that way.

These are the emails I received

[#7]

Yes, Plusnet call handler passed me to BT & promised a call-back once BT had confirmed the FTTP installation date. No call back, and then emailed to say I was being charged.

[#8]

@tazmaniandevil  Quite obviously Plusnet have got it wrong, there should have been no early termination charge. Hopefully one of the staff on the forum will see your post, although it may have been better to start a new thread. 

[#9]

Cheers!

I have done so now. TBH though I have never had a good experience with customer support so will not be holding my breath.

[#10]

Thanks for getting in touch @tazmaniandevil

I'm sorry for the confusion here caused by the automated email.

I've posted on your topic you've just made and added a reply to the ticket 220367243 which I hope helps.