How to leave PlusNet, and why so difficult?

Hi,

I'm not a PlusNet customer, but used to be a few years ago. Someone I recommended at the time, has lost all interest in PlusNet (trying to not be emotive with my words there, but I think you get the idea) and just wants to move to another ISP.

Now they know they need to get a MAC Code so they can migrate away, they've got absoloutely no interest in staying with PlusNet. So far they've been unable to get a MAC code because it seems PlusNet either wants to force the customer to phone up and speak with a customer retention team (they're not interested, just give the customer their code, please!) or to write to PlusNet by post. They aren't interested in phoning up, can't afford to phone up and be on hold or in a queue, don't want to be "sold" to by a retentions team, haven't got the time to phone up, and quite frankly haven't got the energy to waste to do so either.

1) Why won't PlusNet just issue a MAC Code when requested by the customer?

2) Are these (phoning customer retention team, or writing a letter) really the only ways PlusNet will provide a MAC Code?

3) Why does PlusNet make it so difficult for a customer to move away?

____________________________
Campaigning for ADSL Broadband in the Cambridgeshire Fenland towns
www.fenlandbroadband.co.uk
__________
| Be* (and previously ZeN Dec 2006-Jan 2009, plusnet Aug 2004-Dec 2006, ZeN Apr 2003-Aug 2004)

Simple answer is that point 2 is correct and in accordance with the Terms and Conditions and as stated here http://www.plus.net/support/customer_service/using/r...
It isn't difficult and as stated below you wil receive the key within 5 working days

7. How do I get a key?

You can either:

1. Call our Customer Options Team on: 0845 140 6002. Lines are open between 9.00am-5.30pm on weekdays (except Bank Holidays).
2. Write to us at:

Plusnet Plc, Internet House, 2 Tenter Street, Sheffield, S1 4BY

We'll then make sure that within 5 working days there's a Question on your account containing:

* Your MAC Key
* How long you can use the key to move to a new provider
* Which broadband service the key will let you move

Note: we can't reply to cancellation requests made using the Help Assistant. Please contact our Customer Options team on the telephone number above who will be able to deal with your query.

In reply to a post by Oldjim:

It isn't difficult and as stated below you wil receive the key within 5 working days

They have to supply within five working days otherwise they fall foul of Ofcom's requirement for providing MAC codes.

Most decent providers will provide a MAC within 1 or 2 days.

Plusnet has five days to give you a MAC code from when you have asked for it.

Ofcom ruling over-rides any T&C's from Plusnet so if you haven't recieved it in 5 days, complain to Ofcom.

Anyone can hold the helm when the sea is calm.
Publilius Syrus

Too many Ex's to mention (ISP wise)

Simple answer is that point 2 is correct and in accordance with the Terms and Conditions and as stated here http://www.plus.net/support/customer_service/using/r...
It isn't difficult and as stated below you wil receive the key within 5 working days

And you consider that reasonable, bearing in mind the ticketing system could be used as could email?

It does appear as though PN are making it overly difficult for a customer to leave.

+++++++++++++++++++++++++++++++++++++++

Now on Sky Max. Still a big fan of IDNet

"Nearly all men can stand adversity, but if you want to test a man's character, give him power."

Abraham Lincoln
16th president of US (1809 - 1865)

http://www.speedtest.net/result/372650892.png

Who said anything about reasonable - I said simple and not difficult

Edited by Oldjim (Mon 22-Jun-09 10:19:42)

In reply to a post by wingco1:

It does appear as though PN are making it overly difficult for a customer to leave.

I think you will find that many other companies (not just ISPs) have a similar policy.

Kevin

madasafish MAX
Using OpenDNS

What's difficult about a short phone call to a plusnet rep in which you either politely decline their offer to stay or realise that they can address your concerns to your satisfaction?

Seems a perfectly reasonable stipulation on plusnet's part tbh.

Who said anything about reasonable

So you agree it's unreasonable for a communications provider to require a snail mail letter?

+++++++++++++++++++++++++++++++++++++++

Now on Sky Max. Still a big fan of IDNet

"Nearly all men can stand adversity, but if you want to test a man's character, give him power."

Abraham Lincoln
16th president of US (1809 - 1865)

http://www.speedtest.net/result/372650892.png

Stop trying to put words in my mouth - I said exactly what I meant and I am not going to comment about whether asking a customer to phone for a MAC code is reasonable or otherwise.as I haven't ever had to ask for a MAC code from any ISP