cancel broadband

[junior232]

Hi,

 

I need some advice on a problem i am having with my broadband.

 

I have been with my broadband providor since november 09 and recently i moved house and took the broadband to the new house.

 

The problem started with the house move, it took over a month for the house move to complete due to a new line being installed and my broadband company basically wasnt really bothered. they first told me it would take a week for the move, it took them 4 days for them to actually put the order through for a house move called them a few times and they kept saying to me oh sorry the order hasnt been put through ill do that for you now, three people said that to me.

 

Once the order went through it took 3 weeks for the bt engineer to visit the property only to state he needs to carry out a second survey, this took another week and finally they came to fit the new line. Once the line was fitted to the new house the broadband didnt work and i had to wait another week for them to find the fault and fix it, then the modem played up and plusnet were useless in helping.

 

since the i figured out the problem with the modem broadband has been working fine, i called plusnet to discuss compensation for the period i was out of service due to the delays in a new line being put in, and basically all they would give was one months free line rental, they even charged me for the month i was out of service which i think they should have refunded but they refused to do that eventhough i was told i would get a refund over the phone they denied ever saying that later on. The reason why i joined my broadband providor because they were offering 3 months free broadband, because i took this offer up they couldnt offer me any more free broadband for the compensation, which was unfair.

 

Then my broadband providor started messing up the direct debits they started billing me seperately for the phone line and the broadband taking two seperate payments and i didnt know this, on one occassion i didnt have any money in my account and i got charged by my bank because of a failed direct debit. they stated on several occassions they would sort this out but they still havent its been over a month.

 

Im not happy with my broadband providor at all and i do want to leave them but i have just found out when the house move completed i entered into a new 12 month contract which wasnt mentioned at all.

 

I would like to know what would happen if i took my case to OFCOM?

 

Also if i cancel the services with the broadband providor would i be able to get another service such as the telephone line rental and broadband with another company? would there be any kind of bar on the line?

 

Im not prepared to pay them any more money i just want out of the contract theres bound to be more problems with my broadband and i cant be dealing with it iv got enough problems with my life at the moment, so any way i can do this please let me know.

[Conniff]

Who is your supplier?

[locutus]

Hi,

 

I need some advice on a problem i am having with my broadband.

 

I have been with my broadband providor since november 09 and recently i moved house and took the broadband to the new house.

 

The problem started with the house move, it took over a month for the house move to complete due to a new line being installed and my broadband company basically wasnt really bothered. they first told me it would take a week for the move, it took them 4 days for them to actually put the order through for a house move called them a few times and they kept saying to me oh sorry the order hasnt been put through ill do that for you now, three people said that to me.

 

Once the order went through it took 3 weeks for the bt engineer to visit the property only to state he needs to carry out a second survey, this took another week and finally they came to fit the new line. Once the line was fitted to the new house the broadband didnt work and i had to wait another week for them to find the fault and fix it, then the modem played up and plusnet were useless in helping.

 

since the i figured out the problem with the modem broadband has been working fine, i called plusnet to discuss compensation for the period i was out of service due to the delays in a new line being put in, and basically all they would give was one months free line rental, they even charged me for the month i was out of service which i think they should have refunded but they refused to do that eventhough i was told i would get a refund over the phone they denied ever saying that later on. The reason why i joined my broadband providor because they were offering 3 months free broadband, because i took this offer up they couldnt offer me any more free broadband for the compensation, which was unfair.

 

Then my broadband providor started messing up the direct debits they started billing me seperately for the phone line and the broadband taking two seperate payments and i didnt know this, on one occassion i didnt have any money in my account and i got charged by my bank because of a failed direct debit. they stated on several occassions they would sort this out but they still havent its been over a month.

 

Im not happy with my broadband providor at all and i do want to leave them but i have just found out when the house move completed i entered into a new 12 month contract which wasnt mentioned at all.

 

I would like to know what would happen if i took my case to OFCOM?

 

Also if i cancel the services with the broadband providor would i be able to get another service such as the telephone line rental and broadband with another company? would there be any kind of bar on the line?

 

Im not prepared to pay them any more money i just want out of the contract theres bound to be more problems with my broadband and i cant be dealing with it iv got enough problems with my life at the moment, so any way i can do this please let me know.

 

Were you out of the minimum term when you moved?

 

I thought plusnet was a monthly rolling contract if you already had the equipment.

[junior232]

My supplier is plusnet, they supplied the modem i paid for the delivery charges. Last week they took £8 out of my account and i dont even know what that was for.

 

Can anyone advise what i can do i really do want to leave them eventhough they are they cheapest in my area i dont mind paying extra for a better service, i dont want to leave and they end up charging me for the whole contract plus the cancellation charge, i think they also stated im liable for the line installation.

[junior232]

I wasnt out of the minimum term when i moved, i signed up in november last year for a 12 month contract and they have started the 12 month contract agian since the house move.

[locutus]

Ahh, I understand the issue better now.

 

1st I'd like to say almost every provider can come unstuck when a customer is moving house to a property that doesn't have a landline installed, as they are at the mercy of BT Openreach

 

Installing a new line costs about £125. Plusnet discount that down for their customers if they lock into a new term.

 

Now, As you are unhappy with the way Plusnet have dealt with this, you should follow their "Code of practice" which gives you the official way to complain (and cuts out a lot of the running around and waiting on hold ) It is highly recomended to keep your correspondance in writing as you have a paper trail if things need to get taken further.

 

Whilst we aim to deliver a high level of customer satisfaction, we acknowledge that from time-to-time problems do occur. We are committed to ensuring that every effort is made to resolve any difficulties quickly and to your satisfaction. However, in the unlikely event that you feel your issue needs to be escalated, we ask you to provide our Customer Service Director with details of your issue in writing. This allows the opportunity to fully investigate your case, ensuring that an appropriate, informed decision is taken.

Our Head Office address is as follows:

 

Customer Services Director

Plusnet plc

Internet House

2 Tenter Street

Sheffield

S1 4BY

 

If after using the support methods detailed above, you remain dissatisfied, you then have the option of independent adjudication via referral to our Dispute Resolution Scheme.

As a member of the Internet Service Provider Association (ISPA), Plusnet utilises the Communications and Internet Services Adjudication Scheme (CISAS) provided by the Chartered Institute of Arbitrators for ISPA members, which is supported by OFCOM.

CISAS contact information

Should you wish to refer your issue for the independent consideration of CISAS, then you do this:

1. Via the CISAS website

2. By Post:

CISAS, 24 Angel Gate, City Road, London, EC1V 2PT

3. By Telephone: 020 7520 3827

Please refer to us as 'Plusnet plc' in any correspondence with CISAS.

[junior232]

That is what plusnet said it was BT'S delays, but it took plusnet 3 days to actually put the order through, i called in 4 times and i kept getting told someone forgot to put the order through, then when they did put the order through it was rejected by bt but the house is a new building and bt had no records of it.

 

What plusnet did wrong there they didnt bother to contact the bt address department to add the address then place the order they just went straight to processing the order when it was obvious the order would get rejected by BT because they dont have the address stored on there systems, it was plusnets responsibilty to make sure the address was made known to BT. This took over 2 weeks for them to do.

 

I had to use cafe's for internet access which were over 10 miles away it cost me money, money which i have worked for, on top of that i have to pay plusnet for a service i wasnt using at the time.

 

Finally to top things of i get charged for things i dont know about it, i get charged by my bank for miss debit payments and when i call plusnet to discuss things they act like im in the wrong when im not.

 

To be honest with you im pretty ****ed of with plusnet they make my blood boil i think the sorting things out phase is over for me they aint listening and i dont really want to sort things out i just want rid of them before they cock things up agian and before they do that i want out i cant be dealing with stress of it all.

[locutus]

The problem is they hold a contract over you. Cancel and they can ask for the full term's worth of payments. Write to them as I posted above and include in your letter what you want as resolution.