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New contract length and cancelation charge

Posts: 1
Registered: ‎02-11-2017

New contract length and cancelation charge

A few months ago I received a call about renewing my contract. Unfortunately due to severe anxiety I struggle on the phone if the call isn' expected. I felt pressured Into agreeing to a new contract and because of my panic never wrote down what the new contract was going to cost. My bill is close to 40 a month and I'm sure it was going to be cheaper than that but have no paperwork or notes to show it.

Is there anyway of finding out what was agreed and the contract length as I'm really not happy with my service as my broadband cuts out all the time and I need to know if they'l be a cancellation charge

Posts: 16,946
Thanks: 7,032
Fixes: 67
Registered: ‎22-08-2007

Re: New contract length and cancelation charge

Hi @Anxs,

A warm welcome to the forums.  The commercial questions I will leave to the Plusnet staff to deal with.

As for the line stability issues, then 90%+ of those are caused by (in no particular order)...

  • The wiring in your home (which is your responsibility)
  • The filter (which is your responsibility)
  • The router (which is your responsibility)
  • The phone socket (which is BT Openreach's [BTOR] responsibility)
  • The phone line (which is BTOR's responsibility)
  • The exchange equipment (which is BTOR's responsibility)

BTOR's responsibilities are enforced via the ISP (in your case Plusnet), the point being if you change ISP everything above remains unchanged (except possibly the router).  Moving ISP to resolve this could be an expensive approach, where as a bit of self help following the guides around here (see the broadband board or follow the link below for ADSL or look in the fibre board for FTTC).  For ADSL the following might help identify the issue and eliminate those bits which are your responsibility and could lead to a BTOR £65 service charge if they attend and find the fault to be associated with something for which you are responsible.

Broadband is not going to work well if the "phone" line is not working properly.

Please perform a quiet line test - dial 17070 select option 2 using a corded phone plugged into the test socket behind the face plate of the master socket. It should be silent. A noisy phone line (or no dial tone) will have a marked adverse impact on the performance of broadband.

If the line is noisy or there is no dial tone, then a PHONE LINE fault needs to be raised with your phone provider. If this is PlusNet, you can report a fault on line using the button below.


How is your line performing?

Please post your router stats; for PN TG582n and 2704n routers use the buttons below, for other routers look at the Kitz link.

Also run a BT Wholesale speed test (ideally using an Ethernet wired PC with the WiFi turned off) then run the further diagnostics and post the results here. DO NOT REBOOT the router!

Also find your CURRENT SPEED (PlusNet line profile) from the PlusNet user portal - you will need to log in.