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Why cant i cancel Plusnet via my web portal or email ?

abartle
Newbie
Posts: 1
Registered: ‎24-10-2015

Why cant i cancel Plusnet via my web portal or email ?

Am i missing something or is it impossible to cancel plusnet via web portal or email i have now waited for about 1 hour on the phone.
This poor service is similar to what i expect from BT.
Oh but i forgot this is BT.
shame on you for such poor service.
9 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,031
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Registered: ‎15-06-2007

Re: Why cant i cancel Plusnet via my web portal or email ?

no you can't
To cancel you should use the Customer Options number - see my sig - which is usually quicker than the standard number
Plusnet Help Team
Plusnet Help Team
Posts: 4,522
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Registered: ‎25-03-2015

Re: Why cant i cancel Plusnet via my web portal or email ?

Unfortunately it's just not a method we accept cancellation requests by, as per our Cancellation policy
Quote
A cancellation request for cease of service can be made in one of two ways:

  • By calling us: The quickest and easiest way to request a cancellation for cease of service is by calling our Customer Options Team on 0800 013 2632 or 0330 123 9197. For opening hours, please check our Contact us page. Any notice period that applies will start as soon as a call is made to our Customer Options Team.

  • By post to : Plusnet, The Balance, 2 Pinfold St. Sheffield, S1 2GU. It is recommended that for customers' own peace of mind, any letter containing a cancellation request for cease of service is sent by recorded delivery. We cannot accept responsibility for lost letters not sent in this way. The letter must state the account username, and if appropriate any final payments due should be included.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
itsme
Grafter
Posts: 5,924
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Registered: ‎07-04-2007

Re: Why cant i cancel Plusnet via my web portal or email ?

Is that still a requirement,
Quote
As of 20 June 2015 the MAC code is no longer required to enable switching of ISPs.[4] A customer who wishes to change broadband provider now only needs to request the service from the gaining provider.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Why cant i cancel Plusnet via my web portal or email ?

It is for cancellation rather than migration
Apprentice
Grafter
Posts: 614
Registered: ‎04-11-2008

Re: Why cant i cancel Plusnet via my web portal or email ?

Quote from: abartle
Am i missing something or is it impossible to cancel plusnet via web portal or email i have now waited for about 1 hour on the phone.
This poor service is similar to what i expect from BT.
Oh but i forgot this is BT.
shame on you for such poor service.

If you are planning to move to another ISP you should use the switching process.
http://consumers.ofcom.org.uk/internet/broadband-switching/switching-broadband-provider/
Den1
Rising Star
Posts: 103
Thanks: 1
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Registered: ‎24-10-2013

Re: Why cant i cancel Plusnet via my web portal or email ?

Truth is of course its so they can persuade you to stay  Tongue
Community Veteran
Posts: 489
Thanks: 39
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Registered: ‎26-09-2015

Re: Why cant i cancel Plusnet via my web portal or email ?

That's so true, I remember when I phoned to close a credit card account I got put through to the "Customer Retention Dept" whose job it was to offer me £30 if I decided not to close the account.
Moderator
Moderator
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Registered: ‎14-04-2007

Re: Why cant i cancel Plusnet via my web portal or email ?

Standard good business practice.

Customer and Forum Moderator. Windows 10 Firefox 64.0 (64-bit)

Community Veteran
Posts: 2,568
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Registered: ‎27-05-2011

Re: Why cant i cancel Plusnet via my web portal or email ?

The poor understanding of migration versus cancellation by many seen on these fora is the best reason I can think of for not accepting e-mail or web portal cancellations  Roll eyes
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