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Cancel my new Contract

steverobs2017
Hooked
Posts: 9
Registered: ‎28-11-2019

Cancel my new Contract

Hello. It seems to be very easy to renew but impossible to cancel. I recently upgraded to a new contract in the hope that PN will fix my BB issues. Anyway . I would like to cancel my new contract (the service hasn't worked for around 6 weeks now anyway) . But also I want to cancel with PN all together. Can some body help me sort this out.
7 REPLIES 7
jgb
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Posts: 819
Thanks: 526
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Registered: ‎01-08-2007

Re: Cancel my new Contract

@steverobs2017 

The quickest way to get through to Plusnet to cancel is to ring the Customer Options Team (COT) on 0800 013 2632. It is usually answered quite quickly.

If you are leaving within a contract you will be charged early termination charges (ETC) although if the service has never worked you may get some sympathy re this. If you want to move to another provider you should contact them to do so and they will deal with PN but will not deal re any ETC. If the new provider uses the Openreach network you will probably have the same problems as the fault may well lie in that infrastructure.

Good luck.

pjmarsh
Superuser
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Posts: 4,055
Thanks: 1,612
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Registered: ‎06-04-2007

Re: Cancel my new Contract

I'd think they would only be flexible on the ETCs if you've got an open fault open and given a fair amount of time for it to be resolved to at least the minimum guaranteed speeds set out in the contract.  There isn't any indication in this thread if that has happened or not yet.

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.

Mustrum
Community Veteran
Posts: 3,590
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Registered: ‎13-08-2015

Re: Cancel my new Contract

Even more confusing as the OP claimed they were out of contract on Saturday.

https://community.plus.net/t5/Broadband/Broadband-issues-and-double-line-rental-since-April/m-p/1923... 

 

Either way, moving suppliers won't help until the fault is fixed.

pjmarsh
Superuser
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Registered: ‎06-04-2007

Re: Cancel my new Contract

Thanks @Mustrum, I hadn't spotted that it was the same user.  Changing contract with Plusnet wouldn't often have any affect on a line fault, unless the change was to a different underlying technology which cut out the the part of the circuit where the fault was.

Equally changing supplier may not fix it either, unless the other supplier uses different infrastructure for the part where the fault is. The most common area for a line fault is the last leg from the cabinet to the property, which the majority of providers would use, except for Virgin Media and the Alt-Nets. 

By far the best route would be to raise a fault as suggested on the other thread and get that fixed.  With out raising the fault no one will know there are issues with your line so they won't be able to try and fix them.

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.

steverobs2017
Hooked
Posts: 9
Registered: ‎28-11-2019

Re: Cancel my new Contract

Thank you. But I do not own a Mobile phone, an Obviously no landline. I just wish to cancel and be refunded. 

I do not wish to carry on with a phone line / Broadband. I have been advised to Just take out a mobile phone Contract which will make sense. 

steverobs2017
Hooked
Posts: 9
Registered: ‎28-11-2019

Re: Cancel my new Contract

Yes, I managed to renew to a new deal to go from £54 per month to £25, But no realise that was a mistake as the line is as you say, still not going to be fixed. 

 

I am going to go down the route of just having a mobile phone. The issues were not resolved by engineers as they said they could not going access to the exchange. I dont know if that is true or not as it was a Friday afternoon. But either way. Apologies my posts are all over the place, but I am finding PN Support very difficult (not this community, you have been very good) thank you

jgb
Champion
Posts: 819
Thanks: 526
Fixes: 22
Registered: ‎01-08-2007

Re: Cancel my new Contract

@steverobs2017 

When did you renew? Are you still within the cooling off period - 14 days since you signed up not from when you supposedly went live, if I recall correctly? If so, time is of the essence if you want to cancel without incurring any ETCs.

Can you not get access to a phone - COT is a freephone number and so will not cost  to call.