Ofcom's ISP code of practice: why it is necessary

My struggle with Plusnet

By Andrew Smith • Get more from this author

Posted in Broadband, 27th February 2007 15:07 GMT

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Back to where we started

So does my own lamentable tale have a happy ending?

The Saturday before last was the day for the big move to a new ISP. On Friday I had received an email from PlusNet telling me to pay up within three days or lose my connection. So on Saturday morning I went to my new ISP's website to register with them.

At least that was the intention.

Instead, I found myself at a PlusNet web page asking for my credit card details. My connection had been disabled two days early. Whatever website I tried to access, up jumped the PlusNet nag page, insisting I must pay.

Defeated, but muttering under my breath that I would claim every penny back through the small claims court, I filled in my details and my connection was soon restored.

At that point I discovered that I was right back where I started - PlusNet had never actually closed my account. It had also charged £21.99 to my credit card instead of the £18.33 they claimed I owed. And they had added my card details to the unwanted account, ready to grab any money they wanted in future.

Although I can now move to my new ISP, the final slap in the face is that I must cancel my PlusNet account again, and that means another 30-day cancellation fee. A call back into PlusNet resulted in a promise to look into the matter and get back in touch. There's been no word since.

Frustrating for a consumer, yes, but great material for a consumer journalist. ®