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£114 Moving fee!

reecebuck92
Newbie
Posts: 1
Registered: 13-12-2017

£114 Moving fee!

I recently called Plusnet to talk about my home move and was advised in order to set up my fibre internet at my new home it would cost £114 to call out an engineer to do so. 

 

I had previously researched to check if my new home could receive fibre and it was available in my home and was actually super fast if I wanted it. 

 

 

I questioned Plusnet why this was costing so much and their response was:

"that's the charge we incur from BT and we have to pass that cost on to you as you have moved".

 

I contacted BT and they advised as a new customer it would only cost me £20 to call out an engineer and activate the new line. 

Why are Plusnet charging me £94 more than BT would? 

1 REPLY
Plusnet Help Team
Plusnet Help Team
Posts: 8,291
Thanks: 2,504
Fixes: 412
Registered: 21-04-2017

Re: £114 Moving fee!

Hi there.

The £114.99 charge consists of a house move fee of £65. This covers the cost of ceasing the service at your previous address and activating the service at your new address. If we need to arrange a new line installation, it's £49.99.

 

I contacted BT and they advised as a new customer it would only cost me £20 to call out an engineer and activate the new line.

It's likely that as an ISP BT Retail/Consumer might be subsidising the cost as a new customer.

Our services are provided by the wholesale division of BT.

 

We'd offer to cover the entire cost over the duration of a new 24 month contract.

 

I hope this helps clarify things.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team