topic Disgusted PN won't honour the email they sent me "Update to our prices" in My Account/Billing

Disgusted PN won't honour the email they sent me "Update to our prices"

Picnic — Thu, 16 Feb 2023 10:11:06 GMT

So yesterday I got this email with the subject "Update to our prices". In that email PN say

We hope you’re happy with your Plusnet services, but if you do decide to leave as a result of these changes then you can do so without having to pay any early termination fees.

You’ll need to give us 14 days’ notice and you’ll need to continue to pay for your services during the notice period.

I'm lucky now as I can get full 1Gbps symmetrical FTTP so I decided to take advantage of this kind offer and terminate early. Even after forwarding Plusnet's email back to them they won't honour it. They can't see this email on my account so they claim they don't need to honour it. To say I'm not happy is an understatement.

Re: Disgusted PN won't honour the email they sent me "Update to our prices"

jab1 — Thu, 16 Feb 2023 11:16:50 GMT

@Picnic I would escalate this - you have a clear offer.Would it be possible to post a screenshot of the email, obscuring personal details?

Re: Disgusted PN won't honour the email they sent me "Update to our prices"

Baldrick1 — Thu, 16 Feb 2023 11:25:29 GMT

Moderators Note

This topic has been moved from Plusnet Feedback to My Account/Billing

Re: Disgusted PN won't honour the email they sent me "Update to our prices"

adamwalker — Thu, 16 Feb 2023 11:31:00 GMT

@Picnic I've just sent over a private message asking for some details, please reply back when you can and I'll look into what's happened for you.

Re: Disgusted PN won't honour the email they sent me "Update to our prices"

Picnic — Thu, 16 Feb 2023 16:30:00 GMT

Thank you Adam, I have replied via PM.

Re: Disgusted PN won't honour the email they sent me "Update to our prices"

Picnic — Tue, 21 Feb 2023 14:23:47 GMT

Just a quick post to say this is now resolved and PN are honouring the email I was sent. Bit annoying it caused unnecessary angst but faith in the system has been restored.

Re: Disgusted PN won't honour the email they sent me "Update to our prices"

willcutforth — Tue, 21 Feb 2023 14:31:04 GMT

@Picnic glad it's now all resolved. Need anything else from our side?

Re: Disgusted PN won't honour the email they sent me "Update to our prices"

willcutforth — Fri, 24 Feb 2023 16:09:22 GMT

Hey there @Picnic just checking back to see if you need me to do anything else?

Re: Disgusted PN won't honour the email they sent me "Update to our prices"

Picnic — Fri, 24 Feb 2023 16:35:03 GMT

No thanks Will, one of your colleagues has sorted me out