Cease Fee charges
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Cease Fee charges
on 24-10-2017 8:02 PM - last edited on 24-10-2017 8:32 PM by Mav
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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
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
====================
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.
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.
Re: Cease Fee charges
24-10-2017 8:22 PM
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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/
Re: Cease Fee charges
24-10-2017 8:23 PM
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Re: Cease Fee charges
24-10-2017 8:27 PM
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Re: Cease Fee charges
on 24-10-2017 8:30 PM - last edited on 24-10-2017 8:48 PM by Mav
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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.
Re: Cease Fee charges
24-10-2017 8:32 PM
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Re: Cease Fee charges
on 24-10-2017 8:34 PM - last edited on 24-10-2017 8:48 PM by Mav
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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.
Re: Cease Fee charges
24-10-2017 8:41 PM
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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).
Re: Cease Fee charges
on 24-10-2017 8:44 PM - last edited on 24-10-2017 8:47 PM by Mav
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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.
Re: Cease Fee charges
25-10-2017 2:53 PM
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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.
Re: Cease Fee charges
25-10-2017 7:11 PM
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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.
Re: Cease Fee charges
25-10-2017 8:01 PM
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