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Delayed order - can I cancel my contract without penalties?

whitefootprint1
Newbie
Posts: 3
Registered: ‎01-02-2023

Delayed order - can I cancel my contract without penalties?

Hi All

Can anyone tell me what my rights are with regards to cancelling due to delays in setting up my broadband? I'm in an 18 month contract and notified Plusnet I was moving house on 9th Feb (taking out a new contract so I didn't have to pay a moving fee) and given a live date of 4th Feb with a new line installation date of 6th Feb (which doesn't make sense anyway because they can't activate it without the new line). 10 days after telling them of my move, they notified me that the order had got "stuck" due to a problem with their supplier so they had to cancel and add it back on and they'd have a new live date soon, which I've now been chasing for 33 days. Communication has been awful, they have continually fobbed me off and I have had no internet since I moved on 4th Feb even after I raised a formal complaint and asked Plusnet to raise the same with the supplier, and now they have told me the order is stuck in the system AGAIN.

I've had enough, I want to cancel and go with another provider but I don't know if there's a minimum amount of time you have to be without service before you can end the contract without any exit fees? Also, will I still receive a rebate from the automatic compensation scheme for the days I've been without any service up until I notify them of my cancellation?

As a side note, I recently received a notification that my bill was going up, so if I couldn't cancel my contract without exit fees because of the above, could I do so because they're raising their costs?

Thanks in advance and sorry for the essay-like explanation!
2 REPLIES 2
whitefootprint1
Newbie
Posts: 3
Registered: ‎01-02-2023

Re: Delayed order - can I cancel my contract without penalties?

Sorry that should say I notified Plusnet of my house move on 9th Jan, not Feb. We moved on 4th Feb
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,847
Thanks: 874
Fixes: 220
Registered: ‎27-04-2007

Re: Delayed order - can I cancel my contract without penalties?

Hi there, I'm really sorry about all the delays to your broadband order, I've checked my account and can see my team mate Emma already has ownership of the complaint for us so it's in good hands and she'll make sure we're doing all we can to help. 

 

If say for example the complaint had been open for over 30 days without resolution that would mean you could cancel without penalty. 

 

Unfortunately the same issue would have arisen with any provider that uses Openreach but we'll keep on top of this for you and we're due the next update on Wednesday so Emma will keep you updated, once resolved you'll be due some compensation too. 

 

Adam

 

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