Maybe I may have over reacted a little, it has been a bit of a [censored] week.

Someone dented my car, buried my uncle, and was then told I have to work a months notice as I was being made redundant.

I will call them on monday and see what they have to say.

Adamsh, Sorry to hear of your misfortunes. Let's try to separate the three issues here:

1) You have a complaint about the service you have received and want to be compensated. This is your right as a consumer and you should make that claim in writing. For speed, you should raise the issue in a Ticket but should say in the Ticket that you are copying the clainm in writing to their registered office.

2) You want to Migrate (or Cancel your service. The PlusNet T's&C's require you to request a MAC either by Phone or in Writing. I would agree that this is a ridiculous policy but PlusNet argue that it gives them the opportunity to resolve any issues causing you to want to change ISP.

3) You need to give PlusNet 30 days notice (10 days after 22 October 2009) of your intention to terminate your contract with them. This is a bit tricky because if you haven't migrated by using a MAC within the notice period, PlusNet could cancel your line and charge you the BT Termination charge of £25. Because of this hazard, I would raise a Ticket saying:

I refer to the issues raised in my Ticket # nnnnnn. Please take this as notice of my intention and issue me with a MAC forthwith to facilitate the migration of my service to another provider. I also understand that in the event of my migration not completing within the MAC validity period, my service from PlusNet will remain unchanged.

I would then Phone PlusNet and refer them to this Ticket (or copy it by Post). This is one area where PlusNet are (IMHO) unreasonable. I have known them to respond to the Ticket telling the customer to Phone and then closing the Ticket! The CS agents are not allowed to issue a MAC without the Phone call or snail mail.

I hope you get your issues resolved. Lastly. note that IANAL.

Hey Wheelnut,

I have already migrated with a plusnet provided MAC, I moved to my new ISP on the 2nd of this month (obtaining the mac code was no problem at all and plus net should be commended for their speed on this).

I opened a ticket about compensation relating to the 3 weeks of unsuable service and was told to phone up, which I shall do on Monday. Although I am sure they are going to ask me questions which have already been answered multiple times during the 3 weeks I had the issue.

My main complaint was due to the fact I have now been charged another full month, and my question asking why has been ignored for 7 days.

When I was given my MAC code I was told I would need to pay 17 days + the deffered hardware charge, this is where I asked about compensation for loss of service.

Regards
Adam

Try dropping James Bailey a PM quoting the Ticket Number. James will probably be off until Monday but will almost certainly do you the courtesy of replying.

I hope you get this resolved quickly. I am sure that you don't need it on your agenda at this time.

This is quite likely to be the fault of BT Wholesale not notifying Plusnet that your migration has completed (a not infrequent problem). There used to be a ticket path in the help assistant to notify Plusnet that a migration had completed - this doesn't seem to be there now.

Have you explicitly in your tickets in a simple and clear way (not buried in the middle of a ticket with other information) notified Plusnet the day your transfer completed?

Once Plusnet have got confirmation of the date of the migration I don't anticipate any problem with you getting a refund. I don't know if it is still the case, but they used to take in full any payments due during the 30 day notice period and then refund the difference afterwards when the migration date was known.

Adam,

Drop me a PM with your username or ticket number and I'll do whatever I can to get this sorted.

Hi James,

Thanks for the reply, I missed a call earlier from the support team, but they updated the ticket.

The month I payed for is being deducted from the final amount I need to pay.

Kind Regards
Adam

TWA had Petroni .... We have James!

to be honest, James has always been there when I have needed help, plusnet need to clone him

Edited by adamsh (Mon 14-Sep-09 23:13:13)

In reply to a post by Wheel_Nut:

TWA had Petroni .... We have James!

Showing your age.