Left Plusnet after contract expiration - asked to pay cessation charge and 14 days notice charge

[#1]

If your service is transferring to BT retail/consumer, the cessation fee shouldn’t apply.

[#2]

Thank you, that's what I thought. Are you able to arrange for my card payment to be refunded or tell me who I should contact?

[#3]

You should not have called, just let BT do everything. If you call to cancel then yes you will have to pay cancelation, but also BT won't be able to provide your new service until the cancelation goes through. 

You also run the risk of having a new phone number.

Have a look at Broadband Choices guide - other guidance is available.

[#4]

I’ll take a closer look tomorrow when I’m back in the office

In the meantime, may I ask why you’ve decided to leave us?

[#5]

Thanks very much indeed.

My husband wants to get fibre as your speeds were very slow in our area at the weekends and he has found a good deal with BT. Thanks again for your help, it's appreciated.

[#6]

It looks like the adviser has arranged for your account to be cancelled.

I've stopped this cancellation now as if there are any delays with your new provider then you'll be left without a service. We'll manually close your account down when your line has been transferred away.

I'll also refund what you've paid us yesterday.

My husband wants to get fibre as your speeds were very slow in our area at the weekends

We'll be able to offer you fibre broadband, and I'll be happy to arrange a call back from our sales team if you like?