@Any Plusnet staff.
@I.T.Works and everyone.
Plusnet are wrong to say you must contact them to say you are exercising your right to leave because of the price rise.
The Ofcom provision that gives you the right to leave is General Condition 9.6, and this right is what the Plusnet email is notifying you of. However they seem to be ignoring Ofcom's
Guidance on how GC9.6 is to be applied, in particular the following clauses.
| Quote |
A1.25 CPs should also keep in mind the need to comply with all their obligations under the General Conditions, including as to switching processes. This is particularly relevant where the rules provide for a gaining provider-led process under which a subscriber is able to switch providers by contacting a new provider and without needing to contact their existing one.
A1.26 Neither GC9.6 itself nor this guidance requires that a subscriber must exercise their rights under that condition by contacting their existing provider. One way the CP making contract modifications could meet its obligations in a relevant case is by telling the subscriber that the GC9.6 termination rights may be exercised by contacting a new provider. |
As I read that, the email should say that you
don't need to contact them about it, as it will be assumed you are exercising your GC9.6 rights. The email is not compliant with Ofcom's requirements.
As things are, Plusnet seem to be trying to comply, but failing because they are not taking these two clauses into consideration. Only the main GC9.6 ones.
Edit - I've seen some posts where CS/COT or some other Plusnet location have said the email must be received before the customer sets a migration going. That would make sense if the email were correctly worded, as a "no termination charge" on the account should be triggered by the sending of the email.
