14 day cooling off

[#1]

I ordered plusnet broadband on the 3rd June and the order status says there is a delay now: "We'll review this on 14/06/2025 and provide an update as soon as we can". I think there is a problem with the line that the openreach engineers are working on. I also haven't received the router yet.

If the issue isn't resolved by monday should I cancel and re-order? I live in a very rural area and really want to find out what the speeds are like before committing to 24 months of possibly worse than mobile broadband speed. I'm not sure if the cooling off period is extended in cases like this or if it's always 14 days after the date of order.

Thanks so much for any assistance! Alex

[#2]

@alexma The 14 days runs from when the day after your order is accepted (when PN  send you an email confirmation).

[#3]

@alexma   Welcome to the Plusnet Community Fora.

What do Openreach say that your expected speed should be? To find out, either put your landline number in here. If you haven't a landline then select the address tab and select that: https://www.broadbandchecker.btwholesale.com/#/ADSL

If you need advice on the results then obscure your personal information at the top and post the results here. 

Did Plusnet give you a minimum speed guarantee when you signed up? If so, if they can't achieve this after you give sufficient time for them to get it fixed, you have the right to request cancelling the contract without any penalties.

Cancelling and rejoining is not a good idea. In many cases it takes over 14 days for a service to go live sfter ordering.

[#4]

Thanks John, that's what I thought was the case yes

[#5]

Thanks for the help Baldrick!

I checked openreach and got this info:

not sure exactly what it all means though I'm afraid!

I can't find anywhere that Plusnet made a minimum speed guarentee. The only mention of speeds I could find was this:

Fibre has an average speed of 50Mb download and 9Mb upload.

The estimated peak time speeds for your line and the Minimum Guaranteed Speed weren't available at the point you placed the order but we'll continue to process your order as agreed with you.

So I guess that means there's no guarentee. I can get fairly ok speeds with mobile broadband but it's really inconsistent so I was hoping Plusnet might improve on that a little bit.

[#6 · Accepted solution]

@alexma 

From those results you should consistently get an estimated speed of between 60 and 80Mbps. How does that compare with your current mobile performance?
These estimates are generally pretty accurate unless your property was connected to the Openreach network during a short period about 50 years ago when there was a copper shortage and aluminium cored cable was used, which can be troublesome.

[#7]

@alexma 

The 14 day "cooling off period" is a distance selling protection measure, which allows one to change one's mind, typically where there might be the possibility that one was harassed into making an agreement.

It is not a 14 day "try it and see and cancel if not happy" provision.

[#8]

Oh thanks Baldrick, yes those speeds would be significantly better than the mobile. That's very reassuring!

[#9]

Thanks Townman, I do appreciate what you're saying. The cooling off period is useful though for broadband type services when you don't know for sure whether you will get the service you expect. I think that's an ok reason to change one's mind!

If the speeds are anything close to what Baldrick suggested though it'll be miles better than what we have currently.

[#10]

@alexma 

I understand how you might look at the matter, but it is important that folks understand the context of the right to cancel and why it exists.  The 14 days falls under the distance selling protection measures and it starts from the day after making the agreement, not the day that the service is activated.  It is not 14 days to determine if you like it and exit if you change your mind.

Following Ofcom's service provider migration rules (10 day anti-slamming migration cooling-off period delay), it is very unlikely that a new service could be provided within the 14 day distance-selling cooling off period.  Therefore it is not wise to even contemplate that this measure might provide for an "[un]sure whether you will get the service you expect. I think that's an ok reason to change one's mind" consideration.

Broadband is sold against a guaranteed minimum (sync) speed which might not be all that one hopes for; depending on the laws of physics (length of copper wires) the highest speeds might not be attainable.  If the guaranteed minimum speed is not delivered, the ISP must be allowed 30 days (with full cooperation from the customer) to attempt to remedy the issues.  If that cannot be achieved, then one can exit the contract without early termination charges.

However, if that ends up being the conclusion, then no ISP will be able to better those speeds unless they can deliver service over some third party network infrastructure, if such is available.