Plusnet house move

I booked my house move a few days ago for the 2nd July.

This morning, I had an email telling me I was getting charged £255 for "moving to another provider".

After 40 mins waiting to get through to CS, so a shorter wait than normal, I'm told that the emails have been sent out in error, and I won't be charged £255. Yay!

Except then I'm told the provision of services at the new address won't happen till the 6th. This is the first I've heard of it - they have booked an engineer for that afternoon and not bothered to tell me.

So now I'm paying for a service I can't use for days. And, as the 6th isn't convenient for me, possibly weeks.

I don't see how they feel they can not only change the date like this but not tell me.

I'm honestly sick of PN and wish I could move to *any other* provider.

I'm pretty sure that you won't actually be the charged for the period you have no service, why do you think you will?

In reply to a post by kasg:

I'm pretty sure that you won't actually be the charged for the period you have no service, why do you think you will?

According to the woman at PN they will carry on charging me.

As I'm sure you can imagine moving is a lot of hassle anyway - not helped by the fact that I'm moving over 200 miles.

Now I have to try to book this in on who knows what other day, which will probably delay it weeks.

The most annoying thing is that if I hadn't phoned they would not have seen fit to tell me they had decided to do the install on the 6th. The phone is still going live on the 2nd, apparently 4 days gap is still a simultaneous provide.

Yep... certainly sucks being an existing customer!

In reply to a post by nemeth782:

According to the woman at PN they will carry on charging me.

If they did and you posted on the Community forum one of the reps would refund you. It shouldn't work like that, I agree.

Hi nemeth782, Plusnet rep here.

To clarify, you are refunded at the end of your house move as is standard for any downtime you have had. Apologies for any delays in provision.

Matty

What product are you on at the moment? Are you moving to the same?

The question is important if it's the 38/20 FTTC. Assuming you ordered a few days ago you should still get that, but it may need Matt or one of his colleagues to keep an eye on it in view of the new 38/2 replacement for it.