Contract cancellation fees
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Contract cancellation fees
13-11-2017 1:38 PM
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Does anyone know how I can find out what the charges would be to cancel my contract with Plusnet? We moved house in June this year and the contract is for phone/broadband/tv for 18 months. We've had no end of wifi disconnects when the router is only about 6 feet away!!! I phoned plusnet lots of times but haven't got to the bottom of the issues. The last attempt to speak to someone about this was the last straw. Last saturday I called and was waiting for 20 minutes before someone answered, then he said I need to speak to technical team and put me on hold again. I waited for 15 minutes then hung up. I've had to wait over 30 minutes before now to get the phone answered and its just not good enough.
Does anyone know of an email address I can send queries to rather than have to put up with waiting for >30 minutes for my call to be answered?
Thanks.
Re: Contract cancellation fees
13-11-2017 4:45 PM
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Hi there.
I'm sorry to hear you're having connection problems and as a result you're thinking about leaving us.
We can see the physical connection between your router and the exchange to be stable:
It's likely the problem lies between the router and your devices. Are they connected over WiFi or wired to the router?
Testing your line is showing that your router is in sync at a slow speed though.
Sync Status | In Sync |
Downstream Speed | 16.7 Mbps |
Upstream Speed | 1.2 Mbps |
From looking at your speed estimates, the downstream should be about 27mbps.
Can you run through the troubleshooting here letting us know how it goes?
Re: Contract cancellation fees
13-11-2017 5:09 PM
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@Gandalf wrote:
It's likely the problem lies between the router and your devices. Are they connected over WiFi or wired to the router?
@yumi41 wrote:
We've had no end of wifi disconnects when the router is only about 6 feet away!!!
It's this sort of thing that makes users want to leave!
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Contract cancellation fees
13-11-2017 5:26 PM
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Apologies. In that case I'd recommend the OP to run through the troubleshooting here
Thanks for the heads up jelv.
Re: Contract cancellation fees
13-11-2017 6:13 PM
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Thanks for responding. I've located the master socket and plugged into the test but still I'm not getting anywhere near 27Mbps. The download speed came back at 15.3Mb and upload speed at 0.8Mb. Why cant I get 27Mb like you've suggested should be available in this area?
Re: Contract cancellation fees
13-11-2017 6:52 PM
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Thanks for the link to "how to boost your wi-fi" page. I've had a look at this but its not made any significant difference to the speed. Incidentally I have disconnects from my PC which is a wired connection directly into the router. It seems the main issue is that I should be able to see speeds of 27MB but I dont ever see speeds above 16Mb. Any ideas?
Re: Contract cancellation fees
13-11-2017 6:53 PM
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Disconnects are happening over wireless and wired. The problem seems to be getting worse I'd say as we find we need to reboot the router at least a couple of times a week these days.
Re: Contract cancellation fees
14-11-2017 8:55 AM
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If your speed hasn't changed in the test socket I'd recommend reporting a fault to us at http://faults.plus.net as it's likely we'll need to arrange an engineer visit to further investigate the problem.
Re: Contract cancellation fees
14-11-2017 9:17 AM
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Thanks for the link. I've carried out the tests and at best I'm getting 16.06Mbps download speed. I've reported a fault so will see what can be done next.
Re: Contract cancellation fees
15-11-2017 9:09 AM
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Speed measured how on those devices?
Disconnections experiences on some devices can be related to the DEVICE’s slowness in tracking WiFi channel changes or swapping between 2.4GHz and 5GHz WiFi bands. Manually setting the 2.4 channel to 1, 6 or 11 might help. Giving the 5GHz channel a distinct name can also help with Apple devices.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Contract cancellation fees
15-11-2017 4:02 PM
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Re: Contract cancellation fees
16-11-2017 2:06 PM
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Thanks for the update. I've responded to the fault comments with some dates and times for an engineer visit. I hope the engineer manages to find the fault and get us some better speed and connections with our router.
Thanks for your help!
Re: Contract cancellation fees
16-11-2017 2:12 PM
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Wifi disconnects happening on ipads and iphones. We've only been at this address and with plusnet since June, the same devices at our previous address (broadband with virgin) was much quicker and didn't disconnect. Its not just the wireless devices that disconnect. When I'm using my PC which has an ethernet cable directly into the router, often disconnects and takes a few seconds to reconnect. Sometimes it will disconnect my VPN session completely and I have to restart the vpn session.
Re: Contract cancellation fees
16-11-2017 2:24 PM
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So are there any fees payable if I want to cancel?
Re: Contract cancellation fees
17-11-2017 3:22 PM
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It looks like we've booked an engineer visit for you.
Can you let us know how it goes?
I'd call our Customer Options Team on 0800 013 2632 as they'll be able to advise you on the cancellation process and of any applicable fees.
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