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Trying to end Sim Only Contract

FIXED
Schiehallion
Grafter
Posts: 40
Thanks: 7
Registered: ‎07-08-2016

Trying to end Sim Only Contract

Hi. One for the Plusnet Reps.

I phoned Plusnet on the 4th November to give 30 days notice to end my Sim Only contract.

5th December phoned Plusnet as my Sim was still active. Was advised that it was on the system to end my contract, but that the 30 days didn't include weekends!

Can one of the reps look into this please? I'm sure I'm just meant to give 30 days notice and not 30 working days notice.

Thanks in advance for your help.

22 REPLIES 22
MisterW
Superuser
Superuser
Posts: 14,580
Thanks: 5,411
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Registered: ‎30-07-2007

Re: Trying to end Sim Only Contract

@Schiehallion I'm with you on the 30 days not being 'working days'. Extract from the T & C's below

20.1. If you want to end our agreement, unless you're inside the cancellation period set out in paragraph 12, you'll need to give us 30 days' notice. We'll continue to provide the services during this period and you'll need to pay all applicable charges.

No mention of working days there.

Hopefully one of the PN Help team will see your post and clarify the situation.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
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Registered: ‎27-04-2007

Re: Trying to end Sim Only Contract

Hi Schiehallion, could you drop me a DM with the mobile number so I can look into it for you? - Adam 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Schiehallion
Grafter
Posts: 40
Thanks: 7
Registered: ‎07-08-2016

Re: Trying to end Sim Only Contract

@adamwalker

Message sent.

Thanks for looking into this.

Regards

Schiehallion
Grafter
Posts: 40
Thanks: 7
Registered: ‎07-08-2016

Re: Trying to end Sim Only Contract

@MisterW

Thanks for your reply. I was sure that it should have been 30 just days.

However, as you see one of the Plusnet staff is looking into this.

Thanks and Regards

Protech
Aspiring Pro
Posts: 166
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Registered: ‎26-09-2017

Re: Trying to end Sim Only Contract

@Schiehallion

 

Having  dealt with contracts in a professional  environment for many years  It is usually understood that a notice period is in given in calendar days/months  unless explicitly stated otherwise.

It  would be reasonable to assume from Plusnet’s T&C’s Section 20.1 that the notice period is in elapsed Calendar days .

Also on the SIM only contract you are billed monthly – not every 30 working days !

I would charitably suggest that the agent who told you otherwise was either misinformed or misunderstood this.

Hopefully @adamwalker will be able to clarify for us all.

You can check out but you can never leave ( easily)
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Trying to end Sim Only Contract

Hi all, I can confirm that the notice required is 30 days as we don't specify working days. 

 

So apologies @Schiehallion I really don't know why you were advised that, I'll pass on some feedback. Please look out for a reply to your PM as I just need to go through a few checks with you. 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Schiehallion
Grafter
Posts: 40
Thanks: 7
Registered: ‎07-08-2016

Re: Trying to end Sim Only Contract

@adamwalker Message sent

@Protech Thanks for your comments. I wasn't convinced by the answer the agent gave.

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
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Fixes: 221
Registered: ‎27-04-2007

Re: Trying to end Sim Only Contract

Cheers, I've just replied back to you. 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Schiehallion
Grafter
Posts: 40
Thanks: 7
Registered: ‎07-08-2016

Re: Trying to end Sim Only Contract

Hi @adamwalker

 

Thanks for replying back to me by DM.

I can see that something has happened on the billing screen on my account, which is probably due to my account being closed down.

However I am concerned that my SIM still seems to be active (as of today 13th December).

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,871
Thanks: 882
Fixes: 221
Registered: ‎27-04-2007

Re: Trying to end Sim Only Contract

Hi Schiehallion, I've just taken another look into this with a colleague. I'll reply back via PM shortly. 

 

Adam 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Schiehallion
Grafter
Posts: 40
Thanks: 7
Registered: ‎07-08-2016

Re: Trying to end Sim Only Contract

@adamwalker

Hi

Any word of what is happening. SIM card is still active.

Last statement was showing a refund of £1.12, presumed it was for a refund of advance rental.

Account is now showing that I am due £1.40. HOW IS THIS? I GAVE 30 DAYS NOTICE (TO CLOSE ACCOUNT) ON 4th NOVEMBER.

CAN SOMEONE PLEASE HELP!!!!

RandallFlagg
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,915
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Registered: ‎11-01-2018

Re: Trying to end Sim Only Contract

 

Hi @Schiehallion

 

Thanks for getting in touch.

 

@adamwalker isn't in the office at present, but if you can PM me the mobile number in question I'll be happy to take a look at this for you?

 

Best wishes

 

Dave

Schiehallion
Grafter
Posts: 40
Thanks: 7
Registered: ‎07-08-2016

Re: Trying to end Sim Only Contract

@RandallFlagg

PM sent. Thanks.

Dumbledore
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 638
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Registered: ‎06-08-2018

Re: Trying to end Sim Only Contract

Hello @Schiehallion

 

I have sent you a private message, please can you read this at your earliest convenience.

 

Should you require any further assistance, please do get back in touch with us.

 

Many thanks.