Plusnet

2.00 stars

32 Reviews

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Jonathan's complaint against Plusnet

Jonathan Bowcott

01/06/2015

[RESPONDED] Costly cancellation charges

Complaint against Plusnet

I have been a Plusnet customer for over 2 years and am out of contract with them. I decided to change to a high speed fibre broadband provider and once it was installed I rang to cancel my Plusnet account. It was handled with a minimum of fuss but I felt the cancellation fee was excessive. £30 to cancel the service because BT levy that fee. I have paid the fee but am wondering why the management at Plusnet don't challenge this charge with BT. Are they bullied into charging it? Are they unable to control their own business costs and are at the mercy of BT? I would suggest to them that they have already made a good profit from long term customers like me and should waive any cancellation fee. It would show leadership in a competitive, cutthroat industry. It would also raise their customer service profile, showing them to be customer focussed. In my case a goodwill gesture of refunding the cancellation charge would go some way to restoring my trust in a company I started out thinking was progressive and modern.

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Plusnet has responded

  • Comments (3)

Jonathan Bowcott | | VERIFIED

Thanks for your automated response. I appreciate you may need further details from me in order to process any refund. However, you can certainly comment on the general nature of the complaint on this public forum as it would be of benefit to all customers and the public at large. I look forward to your considered reply.

Customer Relations | | VERIFIED

I'm really sorry to hear about these issues you faced. To help we'll need some details but don't put them on this thread, it's not private. You can call us on 0800 432 0200, 24 hours a day or visit https://www.plus.net/home-broadband/contact/ to chat to us. To find out the right way to raise an official complaint visit http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml? I hope this helps and we can get this sorted. ^JT

Jonathan Bowcott | | VERIFIED

Thanks for your automated response. I appreciate you may need further details from me in order to process any refund. However, you can certainly comment on the general nature of the complaint on this public forum as it would be of benefit to all customers and the public at large. I look forward to your considered reply.
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