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Cease Fee charges

SLilley
Hooked
Posts: 7
Registered: 24-10-2017

Cease Fee charges

 
 
Info
 at 19:21, Oct 24:
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Info
 at 19:21, Oct 24:
You are now chatting with [CSA Removed].
 
 
Steven
 at 19:22, Oct 24:
 
Hi [CSA Removed]
[CSA Removed]
 at 19:22, Oct 24:
Good evening, I'm [CSA Removed]. How can I help?
 
 Steven
 at 19:22, Oct 24:
 
 
I'm thinkiong about moving to another provider, can I just confirm I'll just need to give you a months notice
[CSA Removed]
 at 19:25, Oct 24:
I'm sorry to hear that you're thinking about leaving us. If you're moving to another supplier within the BT network (using the same telephone line) you don't need to give us notice. You just place your order with them and they'll arrange the transfer for you. It usually takes about 10 working days.
 
 
Steven
 at 19:25, Oct 24:
 
 
I'm not moving (probably) I'll just be looking to cancel
[CSA Removed]
 at 19:27, Oct 24:
Well, if you're looking to cease the service then we do require 14 days notice, but there will be a £30 cease fee. Cease fees don't apply if you transfer to another supplier.
 
 
Steven
 at 19:27, Oct 24:
 
 
£30 for what?
Steven
 at 19:28, Oct 24:
 
 
What about if I just stop paying, but inform you I no longer wish to purchase you services?
[CSA Removed]
 at 19:30, Oct 24:
As per contract Terms & Conditions, cease fees will apply if you close the account and disconnect broadband completely. However, if you transfer the service to another supplier then the cease fees don't apply as we won't be disconnecting anything.
 
 
Steven
 at 19:30, Oct 24:
 
 
ah ok - can you point me to the section in the contract
[CSA Removed]
 at 19:33, Oct 24:
Service Notice: SN261895340 Raised: 21/02/16 12:10 by: scriptuser(Automated process) The customer was mailed the following message to address(es) (mail@[Removed].plus.com, postmaster@[Removed].plus.com):

Subject: Welcome to Plusnet


Welcome to Plusnet
Thanks for taking our fibre broadband and phone service
--------

Hello Steven,

We're now processing your order, here's some useful information about your service.

What happens next?
==================
* We'll get your broadband and phone service switched over as soon as we can. This normally takes a minimum of 10 full working days
* We'll confirm your switch date once we've processed your order
* Sometimes, circumstances beyond our control may alter your switch date. We'll keep you informed of any changes
Your current service should carry on working as normal. You may experience a small amount as downtime as we switch your service and then you'll be up and running
* Your Plusnet Hub One will be in the post soon, we'll send you an email to confirm when we've sent it - please don't plug it in until we've confirmed that your fibre broadband service is ready


About your order
================
Broadband package: Unlimited Fibre
Phone package: Line Only
Contract: 18 month contract
Hardware: Plusnet wireless router

Today you've paid: £192.87* - See more detail at http://www.plus.net/mybill
Each month you'll pay: £14.99*

For details of our call costs please see our tariff guide (https://www.plus.net/home-broadband/tariffs/). All other charges are set out in our price guide (https://www.plus.net/priceguide).

* Prices, content and terms may change at any time during your contract. We'll tell you about important changes in advance, and if a change is detrimental you'll be able to end your contract without any fees.


Keeping track of your order
===========================
We'll keep you up to date at every stage of your order via email until your services are ready to use.

If we've got your mobile number, we can keep you updated by text too. You can add a mobile number to your account at http://www.plus.net/mydetails


About your Plusnet account
==========================
- The estimated broadband speed range for your line is between 40Mb and 40Mb
- This estimate is based on data provided by our supplier. Your actual speed will vary but should be within the estimated range - http://www.plus.net/support/broadband/speed_guide/speed-check-estimates.shtml




- You can find details about your call plan and the price of chargeable calls at: http://www.plus.net/phonetariff/

- If you have any questions or you want to find out more about Plusnet, please see Your Plusnet Handbook:
http://www.plus.net/support/pdf/welcome/Plusnet-Handbook.pdf

- Or, download our free help tool Plusnet Assist: http://www.plus.net/home-broadband/assist/



Your contract with Plusnet
==========================
You can visit http://www.plus.net/terms to see our Terms and Conditions, Price Guide and Acceptable Use Policy. We may make changes to prices, content and terms at any time during your contract. We'll tell you about important changes before they happen and if a change is detrimental you'll be able to end your contract without any fees.

When you joined Plusnet, you accepted that you have up to 14 days from tomorrow to cancel your order.
If you cancel within 14 days you'll have to pay for the services you have used, any installation, connection or activation charges that may apply and return at your own cost any equipment. If you've had a free installation, connection or activation offer, you'll need to pay the normal charges where incurred by us before your cancellation. You can cancel your order for any equipment we send you up to 14 days after you receive it, and you may have to return it at your own cost.

If you decide to cancel, you can do this either by completing our Cancellation form (http://www.plus.net/support/pdf/plusnet_cancellation_form.pdf) and sending it to the address listed within or by calling us on 0800 013 2632 or 0330 123 9197.

This right to cancel within 14 days is in addition to your legal rights relating to faulty or mis-described goods or digital content, or services which have not been provided with skill and care.

If you cancel after 14 days and are still within your minimum term you will have to pay a charge for each month left on your contract. Find out more in our Price guide (http://www.plus.net/priceguide).

When you end your agreement with us, a cease fee of £30.00 may also be chargeable (see our Price guide http://www.plus.net/priceguide for more information).

We hope you're happy
====================
We aim to make your experience with Plusnet as smooth as possible, however we understand that sometimes things can go wrong. If they do, we want to know so we can put them right as quickly as we can. To find out how, please see our Complaints code of practice: http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml


Thanks for joining Plusnet, we'll be in touch again soon.

Kind regards,

Plusnet Customer Support
http://www.plus.net

--
Plusnet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
VAT No: 245 7193 48
Email reference: EPN0114
 
 
[CSA Removed]
 at 19:33, Oct 24:
This was emailed to you when you joined us.
 
 
Steven
 at 19:34, Oct 24:
 
 
Yeah sure, I'm just wondering if you can help me locate teh section on cese fees
Steven
 at 19:34, Oct 24:
 
 
I'm obviously aware I signed a contract
[CSA Removed]
 at 19:34, Oct 24:
Yes sure
 
 
Steven
 at 19:35, Oct 24:
 
 
I can't find it in the price guide
[CSA Removed]
 at 19:36, Oct 24:
If you scroll down to the last 3 paragraphs, you will be able to see this;
 
 
[CSA Removed]
 at 19:36, Oct 24:
If you cancel after 14 days and are still within your minimum term you will have to pay a charge for each month left on your contract. Find out more in our Price guide (http://www.plus.net/priceguide).

When you end your agreement with us, a cease fee of £30.00 may also be chargeable (see our Price guide http://www.plus.net/priceguide for more information).

We hope you're happy
====================
 
 
Steven
 at 19:36, Oct 24:
 
 
Yeah, like I say - I can't find it in the price guide
Steven
 at 19:36, Oct 24:
 
 
(see our Price guide http://www.plus.net/priceguide for more information).
Steven
 at 19:36, Oct 24:
 
 
a cease fee of £30.00 *may* also be chargeable
Steven
 at 19:37, Oct 24:
 
 
I'm just looking for the conditions
Steven
 at 19:39, Oct 24:
 
 
I can find no reference to a cease fee - I'm probably being stupid but I really can't see it
Steven
 at 19:39, Oct 24:
 
 
or when it does or doesn't apply
[CSA Removed]
 at 19:40, Oct 24:
It applies when we have to cease the service or if you transfer to Virgin as they operate on a cable network.
 
 
Steven
 at 19:41, Oct 24:
 
 
Oh right, where abouts in the price guide is that paragraph
Steven
 at 19:41, Oct 24:
 
 
Like I say - I just can't find it
[CSA Removed]
 at 19:41, Oct 24:
One moment please
 
 
Steven
 at 19:42, Oct 24:
 
 
sure, no problem
Steven
 at 19:46, Oct 24:
 
 
Still not seeing it under other charges
Steven
 at 19:46, Oct 24:
 
 
Other charges Payment processing charges Payment will be by Direct Debit or other agreed payment method. All non-Direct Debit payments will incur an additional charge of £1.50 for payment collection and processing services. Failed payment charges We may restrict your service if you do not pay your bill or reach your credit threshold. We will charge you £5.76 to apply and lift any of these restrictions. If you fail to make a payment we will apply a £7.50 administration fee to cover our costs of recovering payment, or if we try to take your payment and the payment method fails (for example your Direct Debit fails) we will apply a £10.00 administration fee to cover our administration costs associated with this failed payment. These charges are not subject to VAT. Please note: If we have to engage our debt-collection agency to collect any payments on our behalf, you'll also have to pay the reasonable costs we have to pay the agency in addition to any of the charges above.
Steven
 at 19:47, Oct 24:
 
 
Is that a different section to the one you're referencing?
[CSA Removed]
 at 19:48, Oct 24:
On the link that i just sent you, scroll down to "Other Charges For Your Plusnet Broadband And Fibre Services"
 
 
Steven
 at 19:49, Oct 24:
 
 
Yep, done that
Steven
 at 19:49, Oct 24:
 
 
that cut and paste above is the contents of that
Steven
 at 19:49, Oct 24:
 
 
There's nothing in there about a cease fee that I can see though
[CSA Removed]
 at 19:50, Oct 24:
Item Cost Broadband activation fee Contracted No contract Broadband Only £35 £60 Broadband & Home Phone £10 £50 Fibre activation fee New customer Upgrade Fibre Broadband Only £50 £25 Fibre Broadband & Home Phone £25 £25* Hardware Wireless router £40 Plusnet Hub One £99.99 Other charges House moves £65 Cessation fee (where applicable) £30
 
 
Steven
 at 19:50, Oct 24:
 
 
That's not from that page though
[CSA Removed]
 at 19:51, Oct 24:
It is. I've just copied from there Steven
 
 
Steven
 at 19:51, Oct 24:
 
 
Well, we both did - so I guess one of us is wrong
Steven
 at 19:52, Oct 24:
 
 
Under Otgher Charges (the link you sent) there's no reference to the cease fee
Steven
 at 19:52, Oct 24:
 
 
Did you paste the wrong link maybe?
[CSA Removed]
 at 19:52, Oct 24:
I'd suggest that you call our cancellations and they will be able to direct you over the phone Steven.
 
 
Steven
 at 19:54, Oct 24:
 
 
Just FYI - I'm probably going to post this on some forums and I'll be keeping a copy when I write to cancel. I know you're just a front line operator and I'm really not having a go - but...
Steven
 at 19:54, Oct 24:
 
 
There's nothing in that price guide about a cease fee is there?
[CSA Removed]
 at 19:56, Oct 24:
Like I said, our advisors will be able to help you locate the section in question over the phone. Its really not easy to direct you right here on chat
 
 
Steven
 at 19:56, Oct 24:
 
 
Ok - I think we both know the answer tothat question then. Thanks for your help [CSA Removed]
[CSA Removed]
 at 19:57, Oct 24:
You're more than welcome Steve. Goodbye

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

Moderator's note by Mike (Mav): Personal email removed from a public forum.

11 REPLIES
SLilley
Hooked
Posts: 7
Registered: 24-10-2017

Re: Cease Fee charges

Hidden broadband ‘cessation’ charges

Are these fees fair? In 2010, Ofcom looked into the issue of additional charges made by phone, internet and pay-TV providers. It concluded that cessation fees can be considered fair as long as they’re based on the actual costs that come with cancelling a service, and that the charge is made clear to customers before they sign up to a contract. While ISPs do explain their cessation fees on their websites and in their terms and conditions, these are often tucked away and can be hard to find. Even if you do come across them, the fees can easily be confusing. For example, TalkTalk’s T&Cs state it charges a £40 cessation fee. Yet a spokesperson we contacted told us this no longer happens.

Read more: https://www.which.co.uk/news/2015/03/hidden-broadband-cessation-charges/ - Which?

 

https://www.which.co.uk/news/2015/03/hidden-broadband-cessation-charges/

SLilley
Hooked
Posts: 7
Registered: 24-10-2017

Re: Cease Fee charges

Browni
Aspiring Hero
Posts: 2,178
Thanks: 746
Fixes: 45
Registered: 02-03-2016

Re: Cease Fee charges

https://www.plus.net/help/my-account/charges-for-removing-broadband/
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
SLilley
Hooked
Posts: 7
Registered: 24-10-2017

Re: Cease Fee charges

Isn't referenced on the contract or was any reference made to it before I joined, correct? 

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Browni
Aspiring Hero
Posts: 2,178
Thanks: 746
Fixes: 45
Registered: 02-03-2016

Re: Cease Fee charges

https://www.plus.net/my.html?s=0&action=account_summary
I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
SLilley
Hooked
Posts: 7
Registered: 24-10-2017

Re: Cease Fee charges

Again, not referenced on the contract - as far as I can see anyway - am I wrong?

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Browni
Aspiring Hero
Posts: 2,178
Thanks: 746
Fixes: 45
Registered: 02-03-2016

Re: Cease Fee charges

This is from one the first emails I received when signing up....

When you end your agreement with us, a cease fee of £30.00 may also be chargeable (see our Price guide http://www.plus.net/priceguide for more information).

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
SLilley
Hooked
Posts: 7
Registered: 24-10-2017

Re: Cease Fee charges

Yeah, that's the same as the one quoted above that I got - please see first post

 

(tldr;  there doesn't seem to be a reference to cease fees in the attached link, as the conversation with the plusnet operator copied into the first post seems to elude to)

Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules.

Plusnet Help Team
Plusnet Help Team
Posts: 7,210
Thanks: 2,052
Fixes: 359
Registered: 21-04-2017

Re: Cease Fee charges

Hi there.

 

(tldr;  there doesn't seem to be a reference to cease fees in the attached link, as the conversation with the plusnet operator copied into the first post seems to elude to)

I read it all. I'll get this flagged up.

However, we did advise you of the possible cessation fee in your welcome email [not hidden in the terms and conditions of the service]. We'd have given you 14 days from that point to cancel your order without penalty.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
SLilley
Hooked
Posts: 7
Registered: 24-10-2017

Re: Cease Fee charges

Well, the welcome email states; 

 

When you end your agreement with us, a cease fee of £30.00 may also be chargeable (see our Price guide http://www.plus.net/priceguide for more information).

 

and as the conversation in teh first post really makes clear in startling clarity (and the fact that no one here has managed to find either) there is no reference to the cease fee in the referenced price guide or as to when it may apply or when it may not apply - offcom are pretty clear on this, teh 'cease fee' is fair as long as it's the amount that the wholesaler passes on to yourselves AND it is made clear to the customer before the contract is signed how much it will be and in what circumstances it will (or wont) be charged.  And there lies the rub....

 

Just a addendum to this post, PlusNet and BT (who are one and the same as I understand it) are the only two home broadband providers who pass this charge on from the wholsaler (BT) who pass it on from the network operator (BT);- Sky, Talk Talk, Virgin Media and all the others do not.  Read what you will into that.

Plusnet Help Team
Plusnet Help Team
Posts: 7,210
Thanks: 2,052
Fixes: 359
Registered: 21-04-2017

Re: Cease Fee charges

Sky, Talk Talk, Virgin Media and all the others do not.  Read what you will into that.

I believe these providers generally don't use BTWholesale as their supplier.

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