Plusnet cancelled my service

[nam]

Hi All
On Monday 8th August I called plusnet to give my 14 days notice (legal requirement) as I planned to have CF installed when my contract officially ended on 18th. The agent who I spoke to cancelled my service immediately which should have not even been possible. So I had been without Internet legally until the end of my contract. As I work from home I rely on the Internet and despite raising this with Plusnet that they have terminated my contract without 14 days notice they offered only the minimum £115. They did not take into consideration 14 days loss of service and loss of earnings I had to use my personal phone on 4g for meetings

How should I approach this for a fair compensation as Plusnet are not considering the breach of contract or loss of earnings.

 

[Caged]

A retail ISP serving a residential customer is never going to compensate you for loss of earnings. If you "rely on the internet" as you claim in order to earn money then why didn't you fail over to your backup connection? I guess you don't have one, which is a big problem for a service that is so important.

£115 is a great offer, take it and spend it on mobile data.

You rely on the Internet, yet you scheduled a cease of one connection on the 22nd August, and a new fibre service installation performed on the 18th, giving you only one working day overlap. What was your contingency plan if Community Fibre had run into issues during their installation?

 

[nam]

A retail ISP serving a residential customer is never going to compensate you for loss of earnings. If you "rely on the internet" as you claim in order to earn money then why didn't you fail over to your backup connection? I guess you don't have one, which is a big problem for a service that is so important.

£115 is a great offer, take it and spend it on mobile data. , if I cancelled the contract without 14 days notice I would legally have to pay the remainder of that contract. I expect the same from Plusnet.

If I cancelled my contract without 14 days notice I would be expected to pay the penalty charges and remainder of contract . Plusnet should be doing the same.. Is this something offcom would investigate and decide?

 

[Caged]

If you cancelled your contract two weeks early you would be expected to pay a percentage of the service charge for that 14 day period (https://www.plus.net/help/my-account/early-termination-charges/). You have instead been offered £115.

Ofcom wouldn't take an individual complaint, you can go to ADR which for Plusnet is Ombudsman Services (https://www.plus.net/help/legal/complaints-code-of-practice/). I very much doubt they will uphold any complaint you make, especially against the backdrop of you already being offered a fairly sizeable amount.

 

[Steveocee]

Yes, technically you've been wronged. Reality of either Plusnet or OFCOM actually caring about your situation though is zero. By your own admission you said you have been working off 4G, so have you been working or not? If you've been working then it's not loss of earnings. Also as you're a residential customer, I doubt you ever had an SLA guaranteeing you an uptime so you have absolutely no leg to stand on if you wanted to really point out how wrong they are.

Just take the £115, stick £20 into mobile data and enjoy the CF service.

 

[Sparx]

If I cancelled my contract without 14 days notice I would be expected to pay the penalty charges and remainder of contract . Plusnet should be doing the same.. Is this something offcom would investigate and decide?

The £115 offered is a lot more than any cease fee and the remaining rental on your contract when you asked them to cancel (10 days)...

What calculation are you doing in your head where you think Plusnet should be offering you more than £115 based on penalty charges and contract remainder?

Not only that - as alluded to already, if you rely on the internet so heavily to WFH, why have you not thought of the below?

• You shouldn't have given notice to your current ISP until you had the new CF connection fully working
• You should have a failover connection (4G which you already used, therefore haven't lost any earnings as you was infact working still?)
• You should consider a Business Fibre package with a proper SLA to remedy any service issues

 

[andy_mk3]

Do also note that OFCOM do not deal with individual complaints, they will only investigate things where usually many people have complained about something or if it's particularly serious.

They didn't do the right thing, but have offered you a decent sum of money which would cover a 4/5G SIM for a couple of weeks easily.