Plus.net problems - non technical

Abraham

Abraham

Abraham

Soldato
Joined
13 Dec 2002
Posts
7,646
Location
Manchester City Centre
My mum has been having some pretty major problems with plus.net, she moved out of her house in may of last year, into rented acommodation (with broadband supplied) while work was done on the house she had just bought. Knowing that at some point in the future she would be moving into the new house and want broadband when plus.net offered her the ability to freeze her account rather than cancel she accepted. I think they froze it for 3 months initially. By the end of those 3 months, she was working on a new 6 month contract on the other side of the country, again in rented accomm with broadband provided. Plus.net started charging her the full rate again, despite not providing any service, seeing as there is nowhere for them to provide a service to.

Fast forward to the past month or so, she's let the payments keep going out, obviously wrongly but just through not getting round to sorting it out, and under the fairly reasonable assumption that she would probably be able to get reimbursed for the service she hadnt received. She spoke to plus.net and was told this wasn't the case, and they're going to charge her to cancel, cancel the service that they're not providing but are charging her for.

Apparently due to the nature of the payment, a regular cc payment rather than direct debit her cc company can't cancel the payment without proof that she's cancelled the service.

Plus.net are being spectactularly unhelpful about it, so the current options seem to be stump up and pay the cancellation charge just to stop them taking the payments, or contact oftel. Anyone got any advice or other options for what to do?
 
I wouldn't pay up if I were you, that's disgraceful.

I suggest you register and post this in the Plusnet section of the TBB forums - there are quite a few helpful Plusnet employee's there that usually go out of their way to help customers with problems. It's also a public forum with quite a few of their customers and potential customers so they don't want to make themselves look bad.

http://forums.thinkbroadband.com/postlist.php?Board=plusnet

If you still get nowhere I would threaten to contact Ofcom.
 
You say there was nowhere for them to provide service to, does that mean she cancelled the BT line that was at the house?

If not then as far as Plusnet are concerned there was a line to provide an ADSL service on, whether you are actively using it or not.

Not trying to defend them here, but from what you have said I can't see what they've done wrong.

You agreed a temporary suspension for 3 months with them, after which they have started billing you again. Surely the onus is on yourselves to call them and tell them that you either do not require the service and would like to cancel (and if you're in a 12 month contract for instance they may well charge a fee) or to negotiate another suspension of the account.

If on the other hand you had canceled the BT line then that is a different story as they shouldn't be able to provide a service where there is no active line.
 
The problem with cancelling the BT line is whether Plusnet were ever made aware the line had indeed been cancelled. It's not the first time BTw's "forgotten" to tell the losing ISP in a migration that it's happened...
 
The line was cancelled, and plus.net were made aware of the reason for the suspension, i.e. she was moving house, so when it was restarted it would have to be on a new line. will have a look at posting it on tbb tomorrow
 
cheers, spoke to her today and she's going to pay the cancellation fee, it's only £20, i thought it was more. When cancelling she's going to ask for the procedure for claiming back the payments for the service she didnt receive, if they dont cooperate then straight to the ombudsman
 
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