Cancelling After Poor Initial Service
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Cancelling After Poor Initial Service
13-09-2018 8:29 PM
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Just signed up to PlusNet (moved from Sky).
2 Days after my line was activated I am still without service and have just been told it will be at least another couple of days.
I work from home for an international company and rely on a solid and reliable BB provider, clearly PlusNet is neither; possibly even worse than TalkTalk?
I want to just check that I can cancel the service, penalty free? I cannot possibly risk continuing with such a poor service.
Thanks in advance
/Danny M
Re: Cancelling After Poor Initial Service
13-09-2018 9:15 PM
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You can cancel penalty free within 2 weeks of receiving the contract email, not the go live day.
Where else do you think you will get a working service within a couple of days?
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: Cancelling After Poor Initial Service
13-09-2018 9:20 PM
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Hopefully one of the helpful staff members will see your post and provide a more detailed explanation of what the problem is.
Unfortunately whatever it is will still be there for other suppliers, and you will have a 10 day Ofcom imposed delay before you can move anyway.
Re: Cancelling After Poor Initial Service
14-09-2018 9:36 AM
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Hi @DannyM67
Welcome to the Forums!
Sorry to hear you were having issues - I've taken a look at your account and it looks like you have been able to establish a connection last night.
I work from home for an international company and rely on a solid and reliable BB provider, clearly PlusNet is neither; possibly even worse than TalkTalk?
Are you aware that we offer Business packages? The residential services should not be used for Business purposes - but a couple of work emails or occasional home working is okay.
I've performed a GEA test on your circuit:
Test OutcomePass
Test Outcome CodeGTC_FTTC_SERVICE_0000
DescriptionGEA service test completed and no fault found .
Main Fault LocationOK
Sync StatusIn Sync
Downstream Speed40.0 Mbps
Upstream Speed10.0 Mbps
Appointment RequiredN
Fault Report AdvisedN
NTE Power StatusPowerOn
Voice Line Test ResultPass
Bridge TapNot Detected
Radio Frequency IngressNot Detected
Repetitive Electrical Impulse NoiseNot Detected
Cross TalkNot Detected
Estimated Line Length In Metres663.8
Upstream Rate AssessmentVery Good
Downstream Rate AssessmentVery Good
Interference PatternRegular Interference Observed on Week Days
Service ImpactRetrains Observed
Interference Duration Longest OccurrenceFrom 18:45 to 19:00
Interference LocationUnknown
Home Wiring ProblemNot Detected
Downstream Policing Discard Rate0.0
Customer Traffic LevelUpstream and Downstream Traffic Detected
TechnologyVDSL
Profile Name0.128M-40M Downstream, Retransmission Low - 0.128M-10M Upstream, Error Protection Off
Your router is syncing at the higher end of the package which you are paying for, and with the Estimated Speed Range our supplier has provided for you line - you can check these limits yourself by popping your Landline number in here.
If you ever need us to look into something, then shout up on here and one of us will be more than happy to help.
Should you want to cancel your services, the information @Baldrick1 gave regarding the 14 day period is correct - this timeframe starts from the day after the contract being established, as opposed to the "Go Live Date".
If you do, indeed, want to pursue canbcellation, I would advise getting in contact with our Customer Options team reading this as they are the department who can provide all relevant information regarding your account closure.
Telephone number:
0800 013 2632 or 0330 123 9197 (Both free from a Plusnet Landline)
Opening Times:
08:00 - 20:00 Monday to Friday
09:00 - 19:00 Saturday
09:00 - 18:00 Sundays
Thanks
MoR
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