Cancelling New Broadband Order Prior to Service Commencing

Yesterday I submitted an order to Plusnet for their Value & Home Phone packages (with MAC code for the switich from another ISP).

I chose the Value offering as the monthly usage would be fine for me. However, I'd not seen the following page regarding download speed throttling:-
http://www.plus.net/support/broadband/speed_guide/do...

Virtually all my usage is web pages, BUT my other half sometimes needs to ftp very large file sets (from her employer's site for work at home). The throttling of these to 256kB could be a major problem.

Since I ordered this package via the Internet, presumably it's subject to the Distance Selling Regulations, and as such I have a 7 working day cooling off period in which to cancel the order (particularly as I'm some time off any service being delivered to me):-
http://www.oft.gov.uk/advice_and_resources/resource_...

So can I cancel this now, before delivery, without penalty?

Anyone experience of this for a broadband order such as this? Plusnet like to comment?

Thanks.

I found this section in Plusnet's T&Cs:-

http://www.plus.net/support/service/policies/cancell...

"13. Cancelling before the service is activated, or under Distance Selling regulations

1. 1 Any non-business service from Plusnet, under Distance Selling regulations, can be cancelled, without penalty, within 7 working days.
* For a broadband activation, the 7 day period starts on the day the line is installed, but if the service is used at any time the right to cancel is lost.
* For supplied equipment, the 7 day period starts from the day after the equipment is received. We will not pay the postage costs for the return of the equipment in these circumstances.
2. Any third-party costs associated with activation of the line will still be payable (such as partial or full activation fee). These costs are applied to us by our supplier.
* If the request to cancel the line is received within 48 hours of the date it is due to be installed, the full cost of the line will be payable.
* A sliding scale is used to determine how much is payable if the cancellation request is received more than 48 hours before the line is due to be installed."

After a couple of lengthy discussions with Plusnet staff, the order request has been cancelled, with the expectation there'll be no charge to me (as there've been no third party costs incurred, e.g. BT Wholesale, at this stage). I need to speak to the Customer Options Team on Monday regarding refund of the initial charge to my card being refunded.

As a low usage user, the Value package would have been ideal for me if not for the heavy throttling of the occasional FTP transfers we need to do.

Will have to look out for other low usage + home phone options...

Have you looked to see if there are any LLU providers at your exchange?

If not use this link > samknows

Yep, there are 5:-
http://www.samknows.com/broadband/exchange/MRNEW

hence Market 3 Classification and the cheap ongoing price available on Plusnet Value.

None of the LLU providers appeal much though...

Both Xilo and vivaciti can supply LLU on that exchange, using Tiscali tails. (Not resold Tiscali broadband). Vivaciti certainly also do phone rental, I don't know about Xilo.

I think the two packages are vivaciti LLU 75 and Xilo Pro 16, but it may be Pro 24. When comparing prices note that Xilo are not Vat-inclusive so you have to add 17.5% to theirs.

The best non-LLU would be Newnet Home M, but the price reflects the quality. See this comparison.

Edited by RobertoS (Fri 08-Jan-10 23:48:13)

I'm currently on Newnet Home Lite (3 GB). My data usage is low (virtually all confined to browsing only, except for the infrequent need to FTP during 'office hours' as mentioned earlier), but I value reliability. The appeal of Plusnet Value and Home Phone was to cut costs compared to existing BT phone & Newnet combo. The monthly data usage on Plusnet Value would have been much more than I needed, hence it seemed suitable, but the severe daytime FTP throttling was not something I'd initially spotted.

My requirements are perhaps atypical (or at least, don't seem to match many of the mainstream phone+broadband offerings out there), so I may well need to stick with what I have for the time being.

Yes, there doesn't seem to be an ISP that fills that gap. Quite a few are in your position.

The Post Office possibly does on the face of it, but what I have seen in the Resellers and Which/Unhappiness forums doesn't fill me with confidence.

Thanks for the comments, Bob. Seems I'm best sticking for now and waiting to see what new offerings appear in the future.