Moving from Plusnet - Confusing Notice Periods .....

Currently with PN on FTTC and contract ends on 12th November - I am planning to change ISP (probably Talk Talk or EE) but can't get a clear answer (two calls) from PN as to the process.

I understand that it should be GPL and as such I don't need to contact PN but they say I need to give them 28 days notice - how does this work if the switchover only takes around 10 days ?
For example do I start the switch on 15th October (but then end up paying termination charges if it switches before 12th Nov) or leave it until say 30th Oct but then end up paying for two services for around two weeks after 12th Nov ?

Any advice welcome ...

If you are within a minimum term contract, i.e. you signed up for 12/24 months or some other period at a certain price, you become liable to paying off the balance of that period at a reduced price. (Details in your Ts & Cs, as the cost depends on the start date of that term).

If you are not, then the Ofcom rules are that the GPL process applies. Basically a 10-day minimum for the transfer triggered by the gaining provider to take place. The start of the process by that provider being the start of the "transfer pending" period.

Unless the user request a date beyond that 10 days at the time of order, it's basically always 10 days. Maybe just after, depending on Openreach being able to effect the change by then.

If you are outside the minimum term and are migrating then you do NOT need to give your provider any notice.
In fact you should not contact the old provider at all.

You only need to give the 28 (or 30) days notice if you are ceasing the service.

As you say a migration takes 10 working days (so 14 days) and would not comply with their terms and conditions if you did have to give them 28 days notice.

Giving Plusnet any notice that your are leaving is likely to cause confusion and could see Plusnet requesting a cease on your line.
That would block any migration attempt.
That's why you don't need to and shouldn't contact the losing provider when migrating.

Edited by j0hn83 (Wed 01-Sep-21 11:42:40)

In reply to a post by mikegg:

For example do I start the switch on 15th October (but then end up paying termination charges if it switches before 12th Nov) or leave it until say 30th Oct but then end up paying for two services for around two weeks after 12th Nov ?
Any advice welcome ...

Just give notice on or after the 12th Nov. I left Plusnet once out of contract and the final bill amount was extremely small, something like 60p. You'll be refunded any over payment and as such you won't be paying for 2 services.

As others have said, just contact your new ISP. All I got when I left PN was a 'Sorry, you're leaving us' email. At no point did I contact them. The new ISP doing ALL the work. They even arrange for the date of changeover.

Edited by 69bertie (Wed 01-Sep-21 13:27:00)

I left recently to go to Sky. I wanted to give 30 days notice, but Sky will pay up to £100 termination charges if you move beforehand (or they did when I moved). I gave 2 weeks notice and got a £3 refund, as you obviously pay 1 month in advance.