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Trying to move homebut told I must cancel my contract and pay penalties even though I wish to stay

pferpat
Newbie
Posts: 2
Thanks: 1
Registered: ‎09-09-2019

Trying to move homebut told I must cancel my contract and pay penalties even though I wish to stay

So phoned PN today to advise them I have sold my home and will move out of house in 10 days. Thing is my new home purchase has been delayed so not moving to that home for another 4 weeks. Not exchanged contracts on new house yet. Customer services tell me if I cant give them new house details and date of new home move that Plusnet will cancel my contract but I will have to pay £180 early cancelation fees !!

I don't want to cancel my contract. I was a happy customer. I'm happy to continue paying my monthly line rental but appoarently they cant accept a fee for not providing me a service. They can still charge me £180 for cancelling my contract when its not me that wants my contract cancelled but not accept £35.00 for not providing me a phone line for 4 weeks.

I'll be voicing my opinion of Plusnet all over social media in the next few days just to make sure Iget the best use I can of my internet while its still on.

WE'LL DO YOU PROUD !!  [-Censored-] WE'LL SCREW YOU IF WE GET THE CHANCE more like.

 

 

Moderators Note: Avoidance of swear filter removed

5 REPLIES 5
corringham
Pro
Posts: 368
Thanks: 213
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Registered: ‎25-09-2015

Re: Trying to move homebut told I must cancel my contract and pay penalties even though I wish to st

Plusnet have done precisely what you want in the past - I had a nearly 3 month gap (due to a legal hitch with a house purchase), and the contract just continued (and then started a new contract when I did move into the new house). Of course that was just over 5 years ago, and they have implemented a new improved billing system since then.

Plusnet Help Team
Plusnet Help Team
Posts: 536
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Registered: ‎02-05-2017

Re: Trying to move homebut told I must cancel my contract and pay penalties even though I wish to...

Hi @pferpat, thanks for getting in touch.

 

I am sorry for the issues you have had with your account. In order for us to be able to set up a House Move on the account, we do need to know the address you're moving to. If you know the address then a House Move can be set up, however we can only delay an activation date for a maximum of 90 days.

 

Regards

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
pferpat
Newbie
Posts: 2
Thanks: 1
Registered: ‎09-09-2019

Re: Trying to move homebut told I must cancel my contract and pay penalties even though I wish to...

Hi. Thanks for replying.

I would be completly happy with that arrangement without any arguments from me at all. Thing is the customer srevice girl I spoke to did not make any mention of this at all. She just kept insisting that if I couldnt give her the address AND the date of the move then PN would have no choice but to terminate my contract Huh

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Superuser
Superuser
Posts: 14,601
Thanks: 5,630
Fixes: 32
Registered: ‎22-08-2007

Re: Trying to move homebut told I must cancel my contract and pay penalties even though I wish to...

Sadly some times one has to work around the edges of things - like for example give your best guess of a date (which might be flexed) - but having an address is essential!

Bending the light is not in the skill set of all front line agents! Wink

Plusnet Help Team
Plusnet Help Team
Posts: 635
Thanks: 112
Fixes: 34
Registered: ‎06-08-2018

Re: Trying to move homebut told I must cancel my contract and pay penalties even though I wish to...

Hello @pferpat we will pass this feedback across on the relevant team.

 

I do apologise for the information you had received from the staff member during your conversation on the phone.

 

Please rest assured the information my colleague @abails0105 is accurate. Hope this information has helped.

 

Should you require any further assistance, please feel free to get back in touch with us.

 

Many thanks.

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