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Broadband Cancellation Charge

Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Broadband Cancellation Charge

My Account Summary shows the following line:
05/08/2014 - Unlimited Broadband £82.20(upon cancellation) Complete -
Question: How is the £82.20 Charge calculated? ... and does ir decrement each month as my contract term is fulfilled?
19 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Broadband Cancellation Charge

Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Broadband Cancellation Charge

Thanks OldJim.
I would have expected the Cancellation Charge to be (12 x £9.99) - my first payment of £9.99 = £109.89
Any idea why it is £82.20?
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Broadband Cancellation Charge

look at table 1.7 or maybe 1.8 also 2.7
Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Broadband Cancellation Charge

Hmmmmm....
I am on Unlimited Broadband & Phone and have paid for LRS so Table 2.7 should not apply.
So, from:
Table 1.7
Product        Package            Monthly Charge
Unlimited   Broadband Only       £6.70
                    Broadband & Phone £4.30
... my cancellation Charge should be 11 x £4.30 = £47.30  ....... Not £82.20
... or am I still being thick!  Tongue
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Broadband Cancellation Charge

Not quite
You can still cancel the phone (like moving the whole thing to Sky) and then there would be a cancellation charge according to the way the system is set up as it ignores the LRS
Now whether that is how it should work I very much doubt but it will need manual intervention to get it right
gofaster
Rising Star
Posts: 367
Thanks: 12
Registered: ‎01-08-2007

Re: Broadband Cancellation Charge

Prompted by this I took a look at my cancellation charge.
I am on Plusnet Unlimited fibre with phone (paid via LRS)  which I took up in March (I think that means I still have 13 months of my 18 month contract to go)
From Table 1.8 I should have £5.75 x 13 = £74.75
My account summary says £105.30 ?
This looks like 13 x £8.10 as if I was on Plusnet Unlimited (not fibre) without phone.
Yet another totally broken part of the system
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Broadband Cancellation Charge

Hi Wheel_nut and gofaster,
I've tried to figure this out but this is going over my head to be honest with you. I'll chase this up with our billing team tomorrow as they've left for the day now. I'll pop an update on here tomorrow once I get some more information from them.
Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Broadband Cancellation Charge

Hi Linn,
Did you glean anything from the Billing Team on how the Charges are calculated?
R
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Broadband Cancellation Charge

Hi Wheel_nut,
I'm really sorry for the delay Sad I've not heard back from the Billing team about this hence the silence on here, however, I'll see if I can corner someone when I come back off my lunch to see if they can shed some light on this!
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Broadband Cancellation Charge

I've raised this to the relevant people who look after cancellation charges as Billing couldn't help much Sad
I'll get back in touch as soon as I have more info. Sorry about the wait both!
gofaster
Rising Star
Posts: 367
Thanks: 12
Registered: ‎01-08-2007

Re: Broadband Cancellation Charge

Do "the relevant people" need a poke?
Oh - and a month later my summary says my cancellation charge is £97.20, which is £8.10 less than last month so it definitely appears to be charging me at the rate for Plusne Unlimited without phone.
Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Broadband Cancellation Charge

Linn,
While you are poking the "relevant people" as suggested by gofaster, you might also ask them to explain why after 1 month into contract, my "(upon cancellation" amount has decremented from £82.20 to £75.35.
It would seem that PlusNet are applying a rate of £6.85 per month and not "Broadband & Phone    £4.30" as per table 1.7.
I see another post by alanj today which indicates that this snafu is causing more than this isolated confusion.
Wheel_nut
Grafter
Posts: 886
Registered: ‎03-08-2007

Re: Broadband Cancellation Charge

Hi Linn,
I have opened a Ticket 91452087 so that this issue is on the formal agenda for resolution.
R
Sciurus
Newbie
Posts: 9
Registered: ‎21-08-2007

Re: Broadband Cancellation Charge

Wheel_nut, sorry that Linn didn't come back to you with the result of her enquiries.
I've answered your Question and also raised an internal problem for our developers to look into.