Forty45
Member
Hello, I have finally got my act together to leave Supanet and move to Plusnet.
I am not in a contract period with Supanet, and just signed up with Plusnet to let them arrange the transfer. As in this thread (which moves on to other issues after the first 4 posts) https://www.ispreview.co.uk/talk/threads/supanet-cancellation.34754/ I wasn't expecting Supanet to be exactly gracious, and they haven't disappointed.
They expect me to pay a £35 "cease charge" immediately, but then say it will be in the final bill;
Outstanding charges: £35.00
ETC: £0.00
Total Payable: £35.00
To the extent that this amount has not already been paid by you using an agreed payment method, please contact us as soon as possible on 01282214555. Failure to make payment may result in you incurring additional charges and action being taken against you to recover the amounts owing.
*This requires you to contact your new provider.
This is a charge that reflects the charge imposed by BT in these circumstances and will be added to your final bill.
The fee is mentioned in a letter they sent me in 2017, but only refers to these circumstances;
Where you switch to a Cable provider,
Where you cease your broadband service completely.
I've spoken to Ofcom. The person wasn't familiar with such a charge but did say it must be a commercial decision. they suggested I raise it as a complaint with Supanet.
I've also checked with Plusnet. I was told they don't do it, but couldn't pick up the cost or get it waived by BT.
Should I complain and stick to my ground on this, or are they in a strong position and am I ultimately likely to have to pay it? I'm quite happy to take them on if I've a reasonable prospect of success, but having read about these shysters and endured them for a long time I know it won't be easy, and if paying £35 gets rid of them I'd rather do that than endure years of pissing about with them.
Thanks in advance.
I am not in a contract period with Supanet, and just signed up with Plusnet to let them arrange the transfer. As in this thread (which moves on to other issues after the first 4 posts) https://www.ispreview.co.uk/talk/threads/supanet-cancellation.34754/ I wasn't expecting Supanet to be exactly gracious, and they haven't disappointed.
They expect me to pay a £35 "cease charge" immediately, but then say it will be in the final bill;
Amount Immediately Payable
The amount currently outstanding on your Supanet account is £35.00. If you have terminated your contract during the contract minimum period, you are liable for an early termination charge (ETC). This charge, calculated in accordance with our terms and conditions, is shown below.Outstanding charges: £35.00
ETC: £0.00
Total Payable: £35.00
To the extent that this amount has not already been paid by you using an agreed payment method, please contact us as soon as possible on 01282214555. Failure to make payment may result in you incurring additional charges and action being taken against you to recover the amounts owing.
Broadband Cease Fee
You will be liable to pay a broadband cease fee (currently £35.00) in the following circumstances:- Where you switch to a Cable provider (with a different network);
- Where you switch to another broadband provider without following the standard industry transfer process*;
- Where you cease your broadband service completely;
- Where you cease your broadband and move outside of the UK.
*This requires you to contact your new provider.
This is a charge that reflects the charge imposed by BT in these circumstances and will be added to your final bill.
The fee is mentioned in a letter they sent me in 2017, but only refers to these circumstances;
Where you switch to a Cable provider,
Where you cease your broadband service completely.
I've spoken to Ofcom. The person wasn't familiar with such a charge but did say it must be a commercial decision. they suggested I raise it as a complaint with Supanet.
I've also checked with Plusnet. I was told they don't do it, but couldn't pick up the cost or get it waived by BT.
Should I complain and stick to my ground on this, or are they in a strong position and am I ultimately likely to have to pay it? I'm quite happy to take them on if I've a reasonable prospect of success, but having read about these shysters and endured them for a long time I know it won't be easy, and if paying £35 gets rid of them I'd rather do that than endure years of pissing about with them.
Thanks in advance.