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Service notice / leaving

prometheusnx
Newbie
Posts: 4
Thanks: 1
Registered: ‎29-09-2022

Service notice / leaving

I may just be totally missing it, so please bear with me if that is the case. My contract expires in 13 days, I might need to move to save some money as I qualify for social tarrifs although I'm more than happy with the service from +net.

My issue is I don't know where to provide notice to as I cannot use the phone due to anxiety issues. I'm uneasy with longer contracts these days due to the prices of everything as people will well know about, so I don't know if there may or may not be alternate options on a 12 month rate for example.

Or how much it might cost to clear the prospective contract after six months when there is 12 months left to go if I had to move and couldn't migrate the service.

Can anyone help advise please?

Thanks.

8 REPLIES 8
Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Service notice / leaving

@prometheusnx 

You should not cancel the Plusnet service, that will cause you problems. If you arrange for the new social tariff ISP provider to take over your current working service they will sort out the transfer, which will trigger the orderly closing down of your Plusnet account, for you.

Moderator and Customer
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prometheusnx
Newbie
Posts: 4
Thanks: 1
Registered: ‎29-09-2022

Re: Service notice / leaving

Hi,

Thanks for the reply, I'm aware about cancelling the service direct would cause problems which is why I didn't mention it.

As I outlined in my first post, I'm just needing to know how where to provide notice potentially, if there may be alternate 12 months options to the email deal I have or what cessation might be mid contract for example.

I've seen staff can be active in the threads (as a couple appear to have been this morning) hence why I was hoping they'd be able to pick up on this. I've tried reaching out on Twitter, but still waiting to hear from them there. I know the mods can be helpful but sometimes it's a case of plus net having to respond themselves.

Thank you.

Townman
Superuser
Superuser
Posts: 23,292
Thanks: 9,783
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Registered: ‎22-08-2007

Re: Service notice / leaving

Only if you want to cease service entirely do you need to give notice.

If you want to transfer to an alternative supplier, just ask them to take over the service and they will arrange cancelation of your current service.

If you do nothing, at the end of your minimum term the existing contract will continue at the "after discounted period price" advised when you signed up.  This will be more than you are paying at the moment.

If you want to stay with Plusnet, then call COTS to get the best options.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

  • 0800 013 2632 (from within the UK)
  • +44 330 123 9197 (from abroad)
  • Available...
    • 8am - 8pm Monday to Friday
    • 9am - 7pm Saturday
    • 9am - 6pm Sunday


 

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.

prometheusnx
Newbie
Posts: 4
Thanks: 1
Registered: ‎29-09-2022

Re: Service notice / leaving

Thank you for the further community response. I appreciate people trying to help. Sadly again though the big point seems to have been missed.

I cannot use the phone due to anxiety issues as I've outlined above, so I am somewhat surprised that I'm being told to call this COTS team.

The Twitter people ultimately told me to send a letter, but by the time that gets dealt with, my notice period if elected to service prior to moving if I did that, would be well past. I'm just looking for a reasonable way for someone in my situation to be able to communicate with this team and look at all the options.

Thanks guys.

Townman
Superuser
Superuser
Posts: 23,292
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Registered: ‎22-08-2007

Re: Service notice / leaving

Sorry, forgot the comment about phone communication concerns.

If you just want to change supplier - just do so.  They will tell Plusnet that you are moving.  The characteristic of that process will mean that there will be at least a 10-day period from notification to it happening.  That is to facilitate the Ofcom mandatory 10-day "cooling off" period to obstruct slam transfers.

So long as the termination date is not prior to the end of the minimum term there will be no ETCs to pay.

 

If you simply want to COMPLETELY cease your service, as per the T&Cs you can write to the business...

15. Your right to end our agreement

15.1. If you want to end our agreement, unless you're inside the cancellation period set out in paragraph 9, you'll need to give us 14 days' notice. We'll continue to provide the services and you'll need to pay for all charges during this period.

15.2. If someone else requests that we end our agreement (for example a provider you're transferring to) we'll accept that notice but will email you, asking you to confirm that this is what you want. If we don't hear from you within 10 working days we'll stop providing your service.

15.3. If you cancel your Direct Debit without contacting us to arrange payment by alternative means, we may assume you want to end our agreement.

15.4. If you choose to end our agreement for any service within the minimum term (except where you're inside the cancellation period set out at paragraph 9 or we make a change as set out at paragraph 18 (other than where we make a change as set out in paragraph 18.1.5, paragraphs 18.3 to 18.5 or paragraph 18.10)) you'll have to pay an early termination charge as set out in the Price Guide. Other charges may be due as set in the Price Guide and/or the relevant Service Terms.

 

19. Other things we need to tell you

19.1. Dealing with this agreement: You accept that our agreement is just between you and us, no one else can enforce it and you can transfer it only with our consent. However, we may take instructions from a person acting with your permission. We can transfer our agreement to another company provided this does not adversely affect your rights under the agreement.

19.2. Communicating with us: If you wish to give us notice, you must do so by either:

19.2.1. phoning our customer service team; or

19.2.2. writing to Plusnet Plc, The Balance, 2 Pinfold Street, Sheffield, S1 2GU.

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.

Gandalf
Community Gaffer
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Registered: ‎21-04-2017

Re: Service notice / leaving

Hi there,

If it's any easier I'll be happy to arrange for one of my colleagues to call you back.

Appreciate you'd still have to use the phone but this way you won't have to sit waiting in a queue and I can give my colleague a heads up of the difficulties so to try to be as quick as possible with the call. 

If you'd like to go ahead, just drop me a private message with your phone number and when you'll be free for a call. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
prometheusnx
Newbie
Posts: 4
Thanks: 1
Registered: ‎29-09-2022

Re: Service notice / leaving

Hi,

Thank you for the reply, I appreciate the offer potentially not having to wait in a queue. My anxiety is bad enough that I do not use the phone at all. I barely even speak to my sister by phone and mostly chat to her through messenger.

It's a bit of a moot point now I think. She's offered to cover the price difference between the average social tarriffs and what my offer from +net is (also any etc if I have to move), so I'm just going to stay so I don't have to worry about the migration process.

Just going to try and activate my email offer now, so hopefully that's not expired.

I would respectfully submit that I doubt I'm the only customer who can't use the phone for whatever reason, so perhaps it could be a bit of feedback that this process could be made easier on making alternate options available. I may come back to you if I have problems with my email offer.

But otherwise, thank you for the offer.

Townman
Superuser
Superuser
Posts: 23,292
Thanks: 9,783
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Registered: ‎22-08-2007

Re: Service notice / leaving

You can also manage your subscription via the user portal. There should be the same offer therein to re contract. However, the best offers are invariably obtained by direct contact with COTS.

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.