Phone line early termination charge

[#1]

Hi there,
I've just received an email from Plusnet, saying they're sorry to hear I'm moving my landline service and have informed me there is a termination charge.
However, I'm staying with Plusnet and have simply upgraded to full fibre, is it right that I'm still charged?

[#2]

@KatG That sounds a little strange if you are staying with  PN  for Full Fibre (FTTP). If you move to FTTP with PN, your phone service is terminated on moving - PN do not offer VoIP phone service, but I wasn't aware they charged for termination of the phone service

@MisterW  / @Townman  - Have I missed something?

[#3]

@KatG 

is it right that I'm still charged?

No it isn't. I suspect that the email is sent out via automated systems as a result of the landline 'cease' order and isnt correct (I'm sure I've seen this before!). One of the PLusnet help team will be along shortly to confirm if my understanding is correct and there should be no early termination charges.

[#4 · Accepted solution]

@KatG   Welcome to the Plusnet Community Fora.

Assuming that your landline was with Plusnet then this is a simple error. However, if you had a phone service with another company such as BT and cancelled it before the transfer to Full Fibre was completed, then this could have caused confusion as it would have been this that cancelled your previous service, not the move to Full Fibre. 

Either wait for a Plusnet Agent to come along or ring in. Either way you should not be charged.

[#5]

Thanks all so far for the quick replies, no we've never been with anyone but Plusnet for the phone line.

[#6]

Thanks again, yep as confirmed just automated and no fee will be taken. Thanks folks.