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Plus net unable to supply internet and want to charge me £155 to leave.

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Dabbler
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Registered: ‎21-11-2018

Re: Moved house,cant supply internet yet charging me £155

@daveplus cheers
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Hero
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Registered: ‎24-02-2012

Re: Moved house,cant supply internet yet charging me £155


@jack087 wrote:
@jab1... regardless of the terms do you think it's fair that because plus net are unable to supply internet I should be charged £155... if so your as bad as them...

You said you were 'unaware - I was merely pointing out the current situation in law.

John
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Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: Moved house,cant supply internet yet charging me £155

Hi @jack087 

 

Sorry to hear that you feel this way. 

 

@RandallFlagg is correct in his explanation, I'm afraid, and @jab1 speaks truth regarding assumptions - we would expect customer to read and be aware of the terms and conditions which may affect them at any point across their contract.

 

@daveplus - i'm afraid we can only speculate on Ofcoms future decision, as things stand our Ts and Cs apply to all customers.

 

Thanks,

MoR

 

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
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Dabbler
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Registered: ‎21-11-2018

Re: Moved house,cant supply internet yet charging me £155

It's still disgusting and bang out of order... I'm still pursuing this as far as I can.
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Hero
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Registered: ‎24-02-2012

Re: Moved house,cant supply internet yet charging me £155

@jack087 Your right, if you so wish, but I have pointed out the current situation.

John
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Dabbler
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Registered: ‎21-11-2018

Re: Moved house,cant supply internet yet charging me £155

I want to make sure people know they are scum
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Pro
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Registered: ‎25-08-2010

Re: Moved house,cant supply internet yet charging me £155

@jab1 wrote:

Thanks for that, @daveplus, but I think that as things stand at the moment, it would take a court case to decide - see this same thread in Feedback


I cannot disagree with that and thanks for pointing to the very interesting Feedback thread.

Given the billing problems that Plusnet has, and as evidence of goodwill, maybe a deal would be the best way to go.

Dave
        

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Moderator
Moderator
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Registered: ‎14-04-2007

Re: Moved house,cant supply internet yet charging me £155

Moderator's note:

Two Topics on the same subject merged.

Customer and Forum Moderator. Windows 10 Firefox 74.0.1 (64-bit)

Life is tough enough without adding Linux into the mix.
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Community Veteran
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Registered: ‎10-06-2010

Re: Plus net unable to supply internet and want to charge me £155 to leave.

The other way of looking at this is:

You agreed to the 18 month contract, and then you decided to move house.

 

I think the fairness of it depends on if Plusnet treat every customer in the same situation in the same way.

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Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Plus net unable to supply internet and want to charge me £155 to leave.

Hi @jack087

I'm sorry to hear we can't provide a service to your new address.

Unfortunately the advice given above is correct that we won't be in a position to waive the early termination charge on this occasion as you've agreed to a contract term.

When processing a house move to a new property, we'd waive the early termination charge for the existing term based on that you'd stay with us at your new address, but as this isn't possible I'm afraid the cancellation fees are applicable.

I realise this isn't the answer you'd want to hear, and I apologise for any frustration or inconvenience.

If you have any further queries or concerns, please feel free to let us know.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
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Registered: ‎21-11-2018

Re: Plus net unable to supply internet and want to charge me £155 to leave.

That's interesting because ofcom have come back to me this morning and they have a different view on the matter.... and as previously stated, I will continue with my monthly contract and then sue for not providing the service to me.

I will be in touch with plus net soon.



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Superuser
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Re: Plus net unable to supply internet and want to charge me £155 to leave.

@Gandalf,

Why can service not be provided at the new address?

Is this a case of Plusnet have excluded themselves from delivering in this location due to exiting from FTTP?  If this is the case, why should a customer be so disadvantaged by a decision made by Plusnet outside of the user's control?  Does Plusnet (and other ISPs) really believe that it is reasonable that a user should need to check if their contracted supplier can supply in a given location before making a decision to move home?

This is a UTLITY supply issue; other than some specific locations where BT Openreach has no access, there is zero reason outside of PlusNet's control for Plusnet not being able to supply a service.  Such areas which come to mind are Kingston-Upon-Hull (Kcom) and (from personal experience) buildings served entirely by cable (at the time NTL)  where BT has no way-leave.

There are potentially two factors in play here which equally lead to a breach of the contract...

  1. The user moved home -  a decision made by the user, but potentially not under their control
  2. Plusnet cannot (or refuses?) to provide service at the new property - a decision made by Plusnet (outside of the control of the user) which means Plusnet cannot (will not) fulfil the contract

There is JOINT contribution to this situation, but Plusnet (along with many ISPs other than BT Retail) seem to expect the user to carry all of the consequential cost.  Would be very interesting to see how this plays out in court if a user were to take it that far.

Plusnet needs to review their stance here and (for just once) follow the practices of BT Retail.

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Dabbler
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Registered: ‎21-11-2018

Re: Plus net unable to supply internet and want to charge me £155 to leave.

Townman ... I will be doing so if this isn't rectified asap.
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Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: Plus net unable to supply internet and want to charge me £155 to leave.

@jack087, I tried to call you just now to discuss this. Sorry I missed you, is there a good time for me to call again?


@Townman, unfortunately I'm not comfortable in disclosing that information as the original poster hasn't provided that regarding his new address at least publicly.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Dabbler
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Registered: ‎21-11-2018

Re: Plus net unable to supply internet and want to charge me £155 to leave.

You can try call me now while I am have lunch but I will be going back in 10