topic Re: Discount suddenly removed in My Account/Billing

Discount suddenly removed

paul4 — Tue, 08 Oct 2024 18:31:23 GMT

Just received the email advising me of next months bill and found it to be a lot higher than usual. What's happened is that the discount I've had for the past 12 months has disappeared.

Background is that I joined Plusnet in 2010 with their basic broadband package with a 10Gb monthly limit. In due course this became called "Plusnet Value" and wasn't sold any more but it suited my needs so I kept it going. Then in September 2023 I was emailed by Plusnet to say I was being transferred to a new broadband package called "Unlimited (No Contract Without Phone)". The new package started on 8 October 2023 and from then on my bills included a discount to bring the cost down to what I would have paid if I was still on the "Plusnet Value" package.

I'm not sure why the discount has been removed (I suppose it's because 12 months have elapsed since the new package started) but at no point was it ever mentioned that the change in package would result in a substantial increase in cost.

Could someone just check this is correct and not some glitch in the billing system?

Re: Discount suddenly removed

jab1 — Tue, 08 Oct 2024 18:38:42 GMT

@paul4 If the new package started 08/10/23 for 12 months, and you haven't negotiated a new contract, then that has expired and you will have been put on the 'no contract' 1 month rolling contract option. Have you not received an email in the last couple of months advising that it was due to end?

Re: Discount suddenly removed

redsox9 — Wed, 09 Oct 2024 06:42:59 GMT

Call Customer Services 0330 123 9123 or 0345 140 0200. Your discount may have been erroneously removed. It's happened before.

Re: Discount suddenly removed

jab1 — Wed, 09 Oct 2024 06:46:46 GMT

@redsox9 If you read the topic, @paul4 has come to the end of a 12-month contract, so will be on the 30-day out-of-contract option, which is charged at full price.

Re: Discount suddenly removed

Baldrick1 — Wed, 09 Oct 2024 08:45:16 GMT

@paul4

Were you advised in 2023 that the discount would only be valid for 12 months? To be honest I would be very surprised if Plusnet would give you a discount without it quoting an expiry date. Have you checked your account for tickets advising your current contract terms? This link should take you there https://portal.plus.net/wizard/?p=search

Re: Discount suddenly removed

paul4 — Wed, 09 Oct 2024 10:26:11 GMT

The thing is I'm not on any fixed term contract. When Plusnet (not me) changed my package (from "Plusnet Value") it became "Unlimited (No Contract Without Phone)". That is clearly stated on the email advising me of the change. The email also states "You will not be entered into a new contract". I received an email at the end of August (Your account update) which confirmed "... you are not currently in a minimum term contract".

Re: Discount suddenly removed

paul4 — Wed, 09 Oct 2024 10:30:48 GMT

Sorry, meant to say I did speak to Customer Services yesterday on the phone but they just said the discount had been removed - without giving any clear reason why. Hence trying the Community.

Re: Discount suddenly removed

jab1 — Wed, 09 Oct 2024 10:35:54 GMT

@paul4 I’m not an expert on this, but from what I’ve read, I’m guessing guessing your package no longer exists. I would give PN a call- they should be able to sort this out for you.

EDIT I suggest you try again and ask for an explanation.

Re: Discount suddenly removed

Townman — Wed, 09 Oct 2024 12:15:31 GMT

@paul4 wrote:

The email also states "You will not be entered into a new contract". I received an email at the end of August (Your account update) which confirmed "... you are not currently in a minimum term contract".

It would appear that you are on a special terms arrangement. The billing system does not allow indefinite discounts; where a discount is to be applied indefinitely, there should be an annual reminder (a for ever open) ticket on your account for a support agent to pick up and re-apply the discount. This is going to need a billing agent to fix. You should call COTS to request correction.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 or 0800 079 1133(from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

@Gandalf knows this space well, but is not often to be found in this part of middle earth of recent years...

Re: Discount suddenly removed

paul4 — Wed, 09 Oct 2024 13:42:35 GMT

Spoke to COTS but no joy unfortunately.

Explanation given is that a 12 month discount was put on when I was changed to Unlimited. Despite never having been "in contract" the 12 month "contract" has expired so having to pay the full price. Apparently no possibility of reinstating the discount.

Disappointing to say the least.

Re: Discount suddenly removed

Townman — Wed, 09 Oct 2024 13:54:49 GMT

Personally I would request that the detail of the agreement be reviewed - telephone calls at the time be listened to. Specifically you need to confirm...

No contract was entered into for the alternative product
The price terms for the switched to product
The duration limit (if there was one) of the discounted price

If one of the specialist staff around here do not pick up your query ... you could consider the complaints process. Given the information you have shared, if complete and in the absence of statement of a limited duration for the price match discount, it would seem reasonable that the price would not change ... possibly other than by the annual increases.

Re: Discount suddenly removed

paul4 — Wed, 09 Oct 2024 16:23:14 GMT

Thanks Townman.

I feel I've reached an impasse trying over the phone. I've spoken to the same chap twice now and he is adamant there is nothing that can be done to put the discount back on.

Just for the record:

1. No contract was entered into when PN changed my package. In fact the package was specifically titled "Unlimited (No Contract without Phone)".

2. No prices were mentioned in the two emails I received informing me of the proposed change (19/9/23) and that the change had taken place (8/10/23). It was all done by email, there were no telephone calls from PN.

3. There was no mention of a discount being applied in the two emails. I just saw a discount had been applied in my first bill after the change.

In the "Your account update" email I received on 28/8/24 there is a price of £21.46 per month quoted but I thought I was OK because it then said "Please note, this doesn't include any discounts on your account".

Re: Discount suddenly removed

Townman — Wed, 09 Oct 2024 16:33:00 GMT

@paul4

I have opened a 'discussion' on this in the SU space. It might offer some hope, but do not depend on it. In your shoes, I would invoke the complaints process if the support agents are saying no dice. Either the initial agreement information was unclear or there has been a failure in the process.

I can understand how the agent's answer would be correct in 99% of cases ... but this sounds like it is not the same as a discounted contract period, after which the out-of-contract price applies.

Re: Discount suddenly removed

ollie72 — Fri, 11 Oct 2024 13:13:38 GMT

@paul4 I have exactly the same problem, having been on Plusnet Value for many years. I've just raised a complaint ticket (244200974), asking that the discount be reinstated -- I hope 'the system' doesn't prevent common sense prevailing.

Ollie

Re: Discount suddenly removed

paul4 — Fri, 11 Oct 2024 15:38:22 GMT

@ollie72 Interesting. I guess it makes sense though. Anyone still on Plusnet Value (perhaps just us two!!!) will have been moved to Unlimited at the same time and are now experiencing the problem with the removed discount. Let us know how you get on with your ticket.

Paul

Re: Discount suddenly removed

Townman — Fri, 11 Oct 2024 18:05:05 GMT

The SU discussion is not concluded. I’ve seen the FAQ on service product rationalisation and the guidance in the initial reply. Did you receive any supplementary information which suggested that the transitional price adjustment was for JUST 12 months?

The FAQ does clearly state that the price would rise by the CPI + 3.9% standard increase. The increase reported here seems to not be that, but simply a removal of the price match adjustment.

Re: Discount suddenly removed

paul4 — Sat, 12 Oct 2024 11:33:37 GMT

@Townman No, definitely none of the correspondence from PN mentions the discount being for only 12 months. In fact as I mentioned in message 12 none of the PN emails mention the cost at all or a discount being applied.

I quite understand about the CPI+3.9% increase in March and that was indeed applied.

Just to reiterate, from the point at which the change took place up until my last but one bill, the cost breakdown of my bill itemised a "Discount". The sudden jump in price is purely due to the discount disappearing.

Re: Discount suddenly removed

Townman — Sat, 12 Oct 2024 11:50:55 GMT

@paul4 thank you for the update - I have raised another query on the discussion ...

Re: Discount suddenly removed

paul4 — Sat, 12 Oct 2024 15:18:54 GMT

For anyone following this thread this is a link to the FAQ @Townman mentioned.

https://www.plus.net/help/broadband/changes-to-our-packages/

Main points to note:

1st paragraph Why are you updating broadband and call plan packages ..... We’re making this easy and straightforward for you, so we’ll automatically move you to an equivalent Plusnet package. It’s all good news, as you’ll be upgraded at no extra cost.

8th paragraph Will the price of my package change after 12 months .... All our packages are subject to annual Consumer Price Index rate of inflation increases plus 3.9%. See our CPI Plus 3.9% Guide. (No mention of a change to the basic price.)

Judging by the long list of packages being upgraded (paragraph 3) I'd have thought quite a few people may suddenly find their bill much higher this month.

Surely something that needs an "official" PN investigation and response.

Re: Discount suddenly removed

ollie72 — Tue, 15 Oct 2024 15:50:07 GMT

The complaint ticket that I raised (244200974, handled by Carl) has resulted in the following:

a statement that the price matching offer should only have been for a limited time (i.e. a year);
an apology that the original email of Sept 2023 wasn't clear about that;
an offer of credit against the increase on my most recent bill, plus a reinstatement of the discount for a further year.

I've decided to accept that offer. So, this time next year I'll need to decide whether to switch to a contract, continue on the un-discounted rate, or move the service to another provider.

Ollie