Do try to catch up Andrew - A look around will reveal we are all friends now. Sometimes, having a pop at someone that was using bad language makes them see sense. In this case it has worked.

In reply to a post by RobertoS:

Technically you don't need to tell them. According to Ofcom it's up to Plusnet to work it out for themselves. Note it says "All we ask ...." Not "You must ring ...." Somebody in their Legal has worded that to get round the Ofcom guidance, and the CS staff probably don't realise the difference.

I've seen the email, it says you must contact Plusnet.

?
One reference, which looks like an embedded copy and paste.

What happens next paragraph.

Edit - to back up what I said about Ofcom.

See Ofcom Guidance re GC 9.6, which is all about the penalty free leaving due to detrimental contract changes. Specifically A1.25 and A1.26:-

A1.25 CPs should also keep in mind the need to comply with all their obligations under the General Conditions, including as to switching processes. This is particularly relevant where the rules provide for a gaining provider-led process under which a subscriber is able to switch providers by contacting a new provider and without needing to contact their existing one.

A1.26 Neither GC9.6 itself nor this guidance requires that a subscriber must exercise their rights under that condition by contacting their existing provider. One way the CP making contract modifications could meet its obligations in a relevant case is by telling the subscriber that the GC9.6 termination rights may be exercised by contacting a new provider.

If Plusnet do say "must" in what you have seen, perhaps it predates the above being brought to their attention .

Edited by RobertoS (Mon 27-Jul-15 12:38:48)

Not sure if you must technically contact Plusnet, but probably sensible to do so.

They only have the obligation to waive the early termination charges if your reason for leaving is the increased price; and they can only know that if you tell them.
If you contact them and state that, they will know for sure, and will even send an email saying
because you've told us within 30 days of receiving the email we won't be applying any early termination charges.

If you just contact the new supplier and they contact Plusnet in the normal way, then Plusnet will not know the reason for your leaving.
They might well charge the early termination fee. You may challenge it and get it back, but that will be a hassle for you.

Edited by StephenTodd (Mon 27-Jul-15 12:52:16)

Updated:

PN say I can't have get out of jail free under Fibre but only the phone. I say to them I recieved email from them 8th July and they seem can't find it in their system. So, I ask them to sent me their email address so I could forward my copy email but they say they don't deal with it and will not sent me email address.

PN say my phone anytime with line rental is no contract and may wish to move but did warn me as a result of loss of fibre broadband as a cease on the line and will have to pay £40 charge plus the remaining of 8 months contract left totally of nearly £142!

So, they say the email I got from plusnet is all about phone with calls and line rental saver remainer.

Back to square one! It's seem PN don't wanna to know.

Edited by adslmax (Mon 27-Jul-15 13:02:48)

I have the email here (Received 8th July) . In the body it says

We hope you're happy with Plusnet's award-winning products and services, but if you do decide to leave because of these changes, we won't apply any early termination charges. All we ask is that you tell us within 30 days of getting this email and give us 14 days' notice.^

Note the ^ at the end though as that is referenced in the Terms & Conditions section at the end of the email

^ If, as a result of the changes in this email, you decided to terminate your affected service(s), you may do so without incurring any early termination charges that may otherwise be payable. If you wish to exercise this right you must contact us within 30 days of receiving this notification and gives us 14 days notice. You will still be liable for service charges up to the date of termination.

Edited by ferretuk (Mon 27-Jul-15 13:03:55)

In reply to a post by RobertoS:

?
What happens next paragraph.

Yes, that's the email and it says you must contact Plusnet.

In reply to a post by RobertoS:

Edit - to back up what I said about Ofcom. See Ofcom Guidance re GC 9.6, which is all about the penalty free leaving due to detrimental contract changes. Specifically A1.25 and A1.26

If Plusnet do say "must" in what you have seen, perhaps it predates the above being brought to their attention .

The email is being sent right now to customers, the Ofcom guidance was issued 18 months ago.

Updated: I have contact pulse8 this morning and they say the best way is to migration phone line from PN to Pulse8 first then order migration BTW FTTC to ADSL2+ LLU then upgrade to FTTC LLU to avoid the loss the service from phone or broadband rejected by BTW.

It is not your place to have a 'pop at someone' plus that particular choice of phrase implies attack or fight so could be seen as aggressive and we all know how that can be misinterpreted.

Thanks ferretuk . That explains the two understandings of the email.

The T & Cs "must" at the end is not in compliance with the Ofcom Guidance in two respects. First, in itself it is not allowed, and secondly even if it were it would have to be in the body of the email, rather than the "ask". Throughout Ofcom conditions and guidances they insist the important stuff should be obvious to the customer, not hidden away in T & Cs, particular when contradicting the obvious bit in the body.

As I've said a couple of times in places, I think the email boilerplate may have been altered since the subject was raised with Ofcom by people on this or the Community forums, with the remaining "must" not spotted and amended.