Cancellation Fees

So I spoke to plusNet today regarding cancellation fees for my Fibre Unlimited Extra and get told I have to pay £14.20 per month for the remainder of my contract.

It is made up of £6.30 for broadband (which is fair enough) and then another £7.90 for the phone (I have been with them since May 2013 and renewed in August 2014).

Originally the customer representative told me the £7.90 was for my call package, I queried it and he went away to find out. The issue for me is that I was not made aware of this at the time and plusNet seem unable to pull a tape of the recording when I was re-signed so where do I stand?

Cheers

Skilty

If you are on the Anytime phone package, then the termination charges match those listed here.

In reply to a post by kasg:

If you are on the Anytime phone package, then the termination charges match those listed here.

Indeed but as the contract was renewed on the phone the sales representative should have mentioned the cost for the phone line because during the conversation I said it is £6.30 early termination charges, correct said the sales person not mentioning the added £7.90.

So I would like to hear the tape where the sales person stated £6.30+£7.90 p/m to cancel early.

In reply to a post by Skilty:

Indeed but as the contract was renewed on the phone the sales representative should have mentioned the cost for the phone line because during the conversation I said it is £6.30 early termination charges, correct said the sales person not mentioning the added £7.90.

Agreed, if one was mentioned, so should the other have been.

It should tell u how much to pay total cost if cancel early under plusnet member account under account summary. Mine is here for example below:


22/04/2014 - Plusnet Unlimited Fibre £155.40(upon cancellation)

Yes it does, funny enough mine said £40 until I actually spoke to someone cancellations then it jumped to £170.40 after the call except in the help ticket it stated £201.

My issue is that the sales guy on renewal did not state that it was over £14 to cancel early he confirmed the £6.30 a month figure I mentioned.

Hey ho guess I am with plusNet for a few months longer than I thought I would be.

Dare I ask why you are leaving? Just curious.

Internet is feeling slower at various times of the day. My SamKnows box is reporting that my speed has gone from 70MBs down to 59MBs down and my line is now graded at 60.8, it was higher when I started. That is what it is, if it is the copper then there is nothing that can be done anyway.

I asked for my line to be moved as it was hanging over a neighbours property and their builders were continually stepping on it, knocking it and god knows what else. Rang plusNet to ask to have the line moved to the front of our property, paid £160 for the privilege (fair enough) but I specifically asked on three phone calls that I wanted the cable replaced rather than spliced if it wasn't long enough. "Yes I have put a note on the file, they can do that". First time the engineer was a no show. Kelly Communications couldn't replace the cable, they aren't allowed to touch the wiring on the pole. I was told via support ticket that replacing the cable is £130.

So it is a culmination of various irritations that makes me want to leave and head on over to Zen and pay a little more.

Edited by Skilty (Wed 25-Feb-15 17:14:37)

OK, well good luck. As you say, it is unlikely to make much difference to speeds, although like others on Plusnet, I seem to be suffering from reduced speeds of late, I am now losing at least 10Mbps off my sync speed/profile as opposed to the 2Mbps or so I used to lose. Maybe I'll try a gateway hop (currently on ptw-ag04).

Look at this speed test a couple of ours ago. 58.07Mbps IP Profile, 58Mbps PN line speed. 17Mbps upstream sync.

In reply to a post by RobertoS:

Look at this speed test a couple of ours ago. 58.07Mbps IP Profile, 58Mbps PN line speed. 17Mbps upstream sync.

Hmm, thats pretty poor.

Mine just now:
http://www.thinkbroadband.com/speedtest/results.html...

Sync download = 50,955kbps - Sync upload = 10,092kbps - PN line speed = 49.2 Mb - Gateway = ptn-bng01

Edited by jchamier (Wed 25-Feb-15 21:02:01)

Same gateway . After changing from ptn-ag03. Which incidentally is like the bngs, not giving IPv6.

Mine usually looks like yours. I shall do some investigation if it's the same tomorrow.

Edited by RobertoS (Wed 25-Feb-15 21:43:34)

Well I've just done a test and this is the best I've had for a while, but then I don't often do tests at this time of day:

http://www.thinkbroadband.com/speedtest/results.html...

Not too bad for a sync of 66969 and Plusnet profile of 64.8Mbps. It looks like I had a brief disconnect and gateway hop just after midnight and I'm now on pcl-ag04.

No idea how to do a gateway hop! Do I get the impression that this is relate plusNet rather than backhaul etc?

Just disconnect the session (from the router, not the modem) and reconnect, chances are you will get a different gateway. Check which one you're on at http://usertools.plus.net/@gateway/

Edited by kasg (Thu 26-Feb-15 13:38:02)

Thanks will give it a try when I get in later. Any particular gateway to avoid or just look for an alternative?

In reply to a post by Skilty:

Thanks will give it a try when I get in later. Any particular gateway to avoid or just look for an alternative?

Others may advise, all I know at the moment is that, for me, pcl-ag04 was better than ptw-ag04.

In reply to a post by kasg:

In reply to a post by Skilty:

Thanks will give it a try when I get in later. Any particular gateway to avoid or just look for an alternative?

Others may advise, all I know at the moment is that, for me, pcl-ag04 was better than ptw-ag04.

I am now on pcl-bng02. Getting 64MBs down and 17MBs up which is definitely better than before.

Odd but since posting my IP profile has jumped from 60.8 to 67.28!

In that case the sync in your sig is out of date .

In reply to a post by RobertoS:

In that case the sync in your sig is out of date .

There was me thinking I had just updated it!

The difference in troughput that you see isnt actually down to the gateway as such but the endpoint you get connected to, the two are very different,beasts, for example i could connect to the same gateway as others who are getting good performance throughput and latency, but see very different results or vice versa, as there are mulpitle endpoints on each gateway you cannot see the endpoints only gateway

Minor update, lodged a complaint as someone in support managed to pull the original ticket from last year which clearly states £6.30 when I renewed.

I guess we will wait and see but as you base a decision with the information provided during the phone call and sign up/renew over the phone then if they do not tell you this then I do not see how legally they can make you pay the charges for the phone line.

Interestingly I now have a ticket saying "A LLU PSTN cease has been placed on this account." as I am switching to Sky on the 16th April.

I have spoken to Sky and plusnet and I have Sky stating their should be no cessation charge, I have plusnet stating there will be as they haev to cease my line for Sky to take it over.

Reading through Ofcom GC22 who the hell is right? I would have been happy requesting a MAC code except Sky don't except it! arghhhhhhh!

plusnet state:

A broadband cease charge, as set out in the Price guide, is payable if you cease your Plusnet service and do not request and use a migration access code (MAC), or another recognised migration process to move to another service provider. You will not have to pay this charge if you are moving home and we are unable to provide the service at the new UK address.

If you read the Ofcom document GPL NoT appears to be a recognised migration process:

GPL NoT - Gaining provider led Notification of Transfer process. A GPL process where the consumer only needs to contact their (new) Gaining Provider to switch. The Gaining Provider informs the (current) Losing Provider on behalf of the consumer in order to organise the transfer. The consumer receives letters from both Providers confirming the planned switch before it happens. This provides an opportunity for the consumer to stop the order going
ahead where they change their mind or in cases where they have no knowledge or have not given their consent to the attempted switch.