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unscheduled cancellation

pursebearer
Hooked
Posts: 6
Registered: ‎15-05-2020

unscheduled cancellation

I joined Plusnet in early March and after initial problems contacting them because I'm currently abroad, I was happy with their service. Until yesterday that is when they cancelled my contract, deleted my account and once again left me unable to contact them. A phone call to UK from here is ridiculously expensive and after initially signing up I discovered that I could neither email nor message them from overseas so I sent a cancellation request well within the 14 day grace period. Unfortunately as I did this via the support wizard rather than a phone call, it was ignored and the service went live March 16th. I eventually had to compose a letter to them, email it to my UK address, have my son print it and snail mail it to them to point out I did not want the contract and they subsequently agreed to renegotiate it on the terms that after 12 months we could change the account holder to my son who is normally resident in UK. Despite this agreement, the account has now been cancelled "as I requested" 9 weeks previously! What do I do now? My children in UK are working from home and this is a huge disaster for them, they cannot contact their employer, nor their clients, nor us, and vice versa. I now have no plusnet account so cannot even message them. Does anyone read these boards? How is it legal for big companies to hide their email address yet they prefer to email customers rather than send bills by post.

4 REPLIES 4
dvorak
Moderator
Moderator
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Registered: ‎11-01-2008

Re: unscheduled cancellation


Moderators Note


This topic has been moved from ADSL Broadband to My Account / Billing

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pursebearer
Hooked
Posts: 6
Registered: ‎15-05-2020

Re: unscheduled cancellation

Not actually a billing issue, everything paid was refunded. This issue is how do I get a phone/broadband connection back without a) using phone or broadband and b) in the shortest possible time?

pursebearer
Hooked
Posts: 6
Registered: ‎15-05-2020

Re: unscheduled cancellation

Apparently, I owe Plusnet an apology, they did send notice that they were about to cancel my contract. Unfortunately they sent it two days after the cancellation. It contains the standard blurb "Another service provider has told us that you want to move your broadband away from Plusnet" which is untrue. Hilarious. NOT.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 18,565
Thanks: 6,067
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Registered: ‎21-04-2017

Re: unscheduled cancellation

Thanks for getting in touch @pursebearer 

I've read what you've said and if you've arranged for a letter to be sent to us to cancel your services, it sounds like we've just acted upon what you've requested (we can't change the account holder's name of an account I'm afraid).

I'd like to look into this further though. Could you drop me a PM with your account username?

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