topic Re: Contract due to end - query in My Account/Billing

Contract due to end - query

MK1 — Mon, 23 Oct 2023 20:14:48 GMT

Hi,

My broadband/landline contract is due to end this month, and having spoken with an agent regarding my options for a renewal, a somewhat reasonable deal has been offered (CB due to tomorrow as i wanted time to think about it before committing) however I'm seeking flexibility on the offer presented.

In order to keep my current package, the agent offered a £22.50 monthly deal (12 months) as long as i took out a sim-only monthly contract (£6), along with it. The agent confirmed the sim could be cancelled after the first month. My question is, I have no need for the sim, and would probably forget to cancel it, incurring additional costs. Can this offer be provided without the sim, so I'd essentially be paying £23pm to make up for the sim fee ?

Re: Contract due to end - query

MisterW — Tue, 24 Oct 2023 06:27:16 GMT

@MK1 something doesnt sound right here! Plusnet are closing their mobile business and AFAIK they haven't been supplying new SIM's for a while now!. Sounds like the agent may have been offering to transfer you to BT or EE with a Sim from EE ?

Re: Contract due to end - query

MK1 — Tue, 24 Oct 2023 09:51:03 GMT

I don't recall the agent mentioning BT or EE, unless I misheard the terms of the contract. Either way, I'm still left puzzled as to why the broadband deal is contingent upon taking out the sim deal. Having browsed through the mobile forum, it seems people are being charged even after having their contracts cancelled, which just adds another layer of worry as to why I don't want the sim option. @MisterW

Re: Contract due to end - query

dvorak — Tue, 24 Oct 2023 10:19:37 GMT

Did you instigate the call or were you cold called?
There is no way that PN would have offered you price reliant on taking a SIM as @MisterW pointed out the mobile service is being wound up and as well as the fact they have always been separate entities with no integration between broadband and mobile.

Re: Contract due to end - query

MK1 — Tue, 24 Oct 2023 10:39:38 GMT

@dvorak - I called PN, and the agent said he'd callback today.

The contradictory information has certainly left me quite worried!

Re: Contract due to end - query

MisterW — Tue, 24 Oct 2023 10:47:22 GMT

For info , I've escalated this to try an get a Help team staff member view as to what's going on here

Re: Contract due to end - query

willcutforth — Tue, 24 Oct 2023 10:51:20 GMT

Hey there @MK1 even when we did mobile we never gave deals out like that so I am left very confused as well. I will have to get some more info on this for you and get back to you.

Re: Contract due to end - query

RealAleMadrid — Tue, 24 Oct 2023 10:57:42 GMT

@MK1 From the comments from other posters it would seem that you were not speaking to a Plusnet support person.

As has been said Plusnet have never offered combined Broadband/Mobile deals and are no longer offering mobile deals at all.

Re: Contract due to end - query

MK1 — Tue, 24 Oct 2023 11:16:35 GMT

@willcutforth @MisterW - Thank you. I'll await an update on the situation before committing to anything.

Re: Contract due to end - query

MisterW — Tue, 24 Oct 2023 11:33:17 GMT

@MK1 it seems unclear exactly what the agent was offering.

If they call back today , things to clarify :-

Is this offer a transfer of broadband/phone to EE with the addition of a mobile sim only deal ? If so, then you will lose your landline and the phone service will be transferred to Digital voice. You will also lose any Plusnet email addresses and other legacy add-ons such as static IP, webspace

is the offer to recontract on your existing broadband/landline product with Plusnet but with the addition of an EE mobile sim only deal. Note that in this case the mobile sim billing would be completely separate from the BB billing.

Re: Contract due to end - query

MK1 — Tue, 24 Oct 2023 12:45:42 GMT

@MisterW - Apologies, I ended up speaking to the agent prior to seeing your message!

The latter seemed to have been the case. It seems the agent offered the sim deal as an alternative to the current call plan I have on the landline (something he failed to mention yesterday!). I did specify I wanted to keep the conditions of my contract the same with no changes, so not quite sure what led to the confusion.

The new revised proposal offered (without sim) in maintaining my current contract was too much of a price hike, considering VM are offering a cheaper deal for the broadband & phone package.

Re: Contract due to end - query

willcutforth — Tue, 24 Oct 2023 13:01:51 GMT

@MK1 after listening to the call, I completely get your side as it was a bit confusing but I'm glad it got clarified.

If you need me to do anything for you just let me know.

Re: Contract due to end - query

MK1 — Tue, 24 Oct 2023 14:52:15 GMT

@willcutforth - Thanks for looking into it, appreciate the assistance on this forum.

I've decided to go with VM, so will get that hopefully sorted and finalised this evening.

I do have a bill query which hope you wouldn't mind looking into - my latest bill has increased from £24 to £28, not quite sure what the extra £4 charge pertains to?

Re: Contract due to end - query

willcutforth — Tue, 24 Oct 2023 15:09:45 GMT

Not a problem at all In terms of the bill etc, I have raised a ticket under https://www.plus.net/wizard/?p=view_question&id=237810719 for you