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Account Ending

graeme4266
Hooked
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Registered: 08-04-2016

Account Ending

Hi,just a quicky my 12 month contract ends on 9/5/16 as of today (16/4/16) can i start to switch to another provider or after 9/5/16 also would i incurr early charges from PN,many thanks.

10 REPLIES
NorthEasterner
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Re: Account Ending

No, you should not incur any ETFs (Early Termination Fees)

NE

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Plusnet Help Team
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Re: Account Ending

Hi graeme4266,

When coming to the end of your service you need to give us 14 day's notice that you are leaving but I would contact our customer options team on 0800 013 2632 to discuss your account.

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 Ben Babinski
 Plusnet Help Team
SpendLessTime
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Re: Account Ending

@graeme4266

 

If you are changing providers, do not inform Plusnet but let the new provider handle the transfer. They will inform Plusnet on your behalf. It can cause issues done any other way.

 

If you wish to call Plusnet and try for a new deal, then by all means do so.

Superuser
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Re: Account Ending


BenB wrote:

Hi graeme4266,

When coming to the end of your service you need to give us 14 day's notice that you are leaving

But Ben, would that not then cause Plusnet to put a cease on the line, inhibiting any other provider from placing orders on the line ... much like the practices of other loosing suppliers we decry around here?


 

Community Gaffer
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Re: Account Ending

If you definitely want to leave, you simply need to contact your new provider and ask them to transfer the services to them. We shouldn't be asked to put any ceases or cancellations on the line.

 

If you did want to see what offers we could make you, then the info from Ben would be correct.

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 Chris Parr
 Plusnet Staff
graeme4266
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Re: Account Ending

So i joined PN on 9/05/15 and i have 2 weeks left on my contract i can move somewhere else quite freely from this day onwards penalty free,thanks to everyone for your input..

Superuser
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Re: Account Ending


Chris wrote:

We shouldn't be asked to put any ceases or cancellations on the line.

Hi Chris,

For clarity of semantics here, are you suggesting that a subscriber can phone up PlusNet to advise of their intention to end service (migrate away) and PlusNet will not (unless specifically requested to do so) place a cease order on the line for the notification date + 14 days?

If that's correct then it is a markedly different (and more helpful) practice to the rest of the industry.  We've seen no end of cases here where users have raised migration to PlusNet orders which have then failed (due o loosing supplier case service orders) resulting in a failure to meet expectations, arising from the user also having told their existing supplier that they are leaving.

Plusnet Staff
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Re: Account Ending

@graeme4266 There may be a cessation charge applicable should your broadband need to be ceased at the exchange (ie if you move to an LLU provider)

More info can be found here: http://www.plus.net/support/customer_service/billing/cessation_charges.shtml

@Townman Unless asked for the account to be closed down, our customer options team would leave the account unchanged if they are unsuccessful in retaining a customer. Once the gaining provider places an order and after the service is migrated away, they would then arrange for the account to be closed.
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 Anoush Mortazavi
 Plusnet Staff
Superuser
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Re: Account Ending

Wow, that is enlightened!

On the matter of a move to LLU, I thought (certainly under the rules of MAC days) a LLU migration was deemed to be not cessation fee attracting.  Does your response imply a change in BTOR's / BTw's practices?

Plusnet Staff
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Re: Account Ending

Transfers from BTW to LLU involve physical changes at the exchange and as such the broadband service on the BTW equipment is ceased, incurring a charge from our suppliers. I am unsure for how long this has been chargeable, though.
From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff