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Standard User hk11
(fountain of knowledge) Thu 04-Aug-16 06:47:51
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Re: A Broadband Cease order is currently progressing on whic


[re: MrSaffron] [link to this post]
 
Communication from the ISP should be clear and not rely on the customer to guess what they mean.

In this case customer was asked to inform the provider if he did not wish to accept the new charges, which he did. What it did not make clear was that he should not contactt hem until after the migration order had been placed.


Keef- Sheerness Kent UK - Plusnet via Technicolor TG582N

Previously - EE, New Call Telecom/Fuelbroadband, Plusnet, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet,
X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
===========
Standard User Fairoaks
(newbie) Thu 04-Aug-16 10:47:08
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Re: A Broadband Cease order is currently progressing on whic


[re: hk11] [link to this post]
 
This is from the email I received from Plusnet on the 29/06/2016:

"What happens next?

We hope youíre happy with your products and services but if you do decide to leave because of these changes, we wonít apply any early termination charges. All we ask is that you call us to tell us within 30 days of getting this email and give us 14 daysí notice."
Standard User hk11
(fountain of knowledge) Thu 04-Aug-16 11:08:21
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Re: A Broadband Cease order is currently progressing on whic


[re: Fairoaks] [link to this post]
 
Which I understand you did.


Keef- Sheerness Kent UK - Plusnet via Technicolor TG582N

Previously - EE, New Call Telecom/Fuelbroadband, Plusnet, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet,
X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
===========


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Standard User Fairoaks
(newbie) Thu 04-Aug-16 12:16:32
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Re: A Broadband Cease order is currently progressing on whic


[re: hk11] [link to this post]
 
I did.

I was surprised the "OP" wasn't given more information when ringing Plusnet of what was going happen to his account.
Standard User hk11
(fountain of knowledge) Thu 04-Aug-16 12:20:11
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Re: A Broadband Cease order is currently progressing on whic


[re: Fairoaks] [link to this post]
 
Like I said Plusnet should have been clear in what was going to happen.

They can't just say you should have known, when you just followed their instructions.


Keef- Sheerness Kent UK - Plusnet via Technicolor TG582N

Previously - EE, New Call Telecom/Fuelbroadband, Plusnet, Virgin/NTL/Bell Cable, Crosswinds, IC24, FreeOnlineNet,
X-Stream, Totalise, Freeserve, Force9, TescoNet, AOL, Freenetname, Pipex, E7
===========
Standard User Oliver341
(eat-sleep-adslguide) Thu 04-Aug-16 13:45:17
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Re: A Broadband Cease order is currently progressing on whic


[re: Fairoaks] [link to this post]
 
"if you do decide to leave because of these changes"

Perhaps if the word "leave" was changed to "migrate or terminate", the customer would understand they are two distinct processes and it must be made clear by the customer to Plusnet which option they require.

The ISPs should do more to inform customers that terminology is important; the word "leave" is too ambiguous here.

Oliver.
Standard User Chrysalis
(legend) Fri 05-Aug-16 03:41:24
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Re: A Broadband Cease order is currently progressing on whic


[re: blfamily] [link to this post]
 
what did you think would happen when you rang to cancel without a migration ordered?

Cancel means stopping the service, plusnet carried out your request.

Sky Fibre Pro BQM - IPv4
Standard User David_W
(fountain of knowledge) Fri 05-Aug-16 08:53:22
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Re: A Broadband Cease order is currently progressing on whic


[re: Chrysalis] [link to this post]
 
Surely it depends on the words used by both sides. If I was looking to migrate to a new ISP following a price rise, I would call the losing ISP first to tell them that they would shortly be receiving a migration request from my chosen new ISP, tell them that this migration is because of the notified price rise and ask that a note is put on my account confirming that no termination charges are to be applied in these circumstances. I would state explicitly during this call that the losing ISP must not issue a cease order.

This is a situation where the move to gaining provider lead has arguably made things more awkward for the user.



ZeN Unlimited Fibre 2 with native IPv6
thinkbroadband speed test : speedtest.net : thinkbroadband quality monitor IPv4 IPv6
Standard User BatBoy
(sensei) Fri 05-Aug-16 09:02:08
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Re: A Broadband Cease order is currently progressing on whic


[re: David_W] [link to this post]
 
It was not clear from the OP that he was following the instruction from a letter. This is now apparent and it shows the shocking mess that Plusnet has engineered for itself.

Obviously, you have to contact Plusnet to tell them the price rise not acceptable and then try and negotiate a better deal. It's too late to do this after you've placed an order with a new ISP.
Standard User mlmclaren
(knowledge is power) Fri 05-Aug-16 10:02:56
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Re: A Broadband Cease order is currently progressing on whic *DELETED*


[re: blfamily] [link to this post]
 
Post deleted by mlmclaren
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