I have been with Plusnet for many years on and off, and re-joined them last in 2012.
In January I downgraded from 40/20 to 40/10 (I think) and asked to upgrade my broadband package to unlimited and my home phone package to anytime calls. I didn't realise that it would (or why it should have to) mean renewing to an 18 month contract. I have also had two occasions now, where a line fault was reported and the ticket got absolutely no response for seven days on either occasion. After that seven days, a reply saying "thank you for your patience arrived." To me, this is the polar opposite of the customer service spectrum in terms of how they have promoted themselves historically. If you can't at least acknowledge receipt of a complaint within seven days, then you shouldn't hang your reputation on customer service.
Anyway, my question being cancellation charges. I got a free rootey tooter in 2012 and I am 8 months into (what I thought to be) my "package change." Plusnet have asked for a £150 odd cancellation fee. From what I've read in the terms, they don't charge such a fee for cancelling services anymore?
Can somebody point me to an authoritative link that explains that I have to pay anything past the date I informed them that I wanted to leave? I know in 2009 they changed their terms to allow free exit from their 18 month contracts. Assuming their are no Sport/TV packages attached nowadays, has this policy since been retracted?