topic Re: Confused by my exclusive offer in My Account/Billing

Confused by my exclusive offer

veloman — Sat, 19 Jul 2025 11:46:40 GMT

I received an email from Plusnet a few days ago offering me an "Exclusive offer". The offer basically invited me to switch to Fibre, that doesn't require a landline, save £2 a month and that there will be no change to my current contract term which stays exactly the same.

I no longer use my landline and my current contract runs out in January next year so thought I'd take up the offer and save a few pounds.

When I tried to sign up to this offer by clicking on the sign up button in the email I repeatedly received a message saying there was a problem, to try again later or phone a 0800 number.

I phoned the number given, explained my difficulty and was put through to the retention department.

They have a completely different interpretation of my "exclusive offer". They maintain that I can't accept my exclusive offer with my existing contract term which ends in January 2026 and that I have to take out a new contract of 18 or 24 months,

Who is correct? Me, who reads "no change to current contract " as ending in January 26 or retention who thinks it refers to my current contract which was a 24 month one started in January 24?

Has anyone else had a similar offer and successfully ,maintained their existing contract end date?

Hopefully I've attached the relevant part of my exclusive offer email

Re: Confused by my exclusive offer

jab1 — Sat, 19 Jul 2025 11:56:29 GMT

I agree @veloman , that email claims it doesn't alter your contract term, but unless there have been recent changes (as suggested therein), switching from a fibre + phone product to SoGEA (No phone) entails a new contract.

This needs staff (or SU?) clarification.

Re: Confused by my exclusive offer

MisterW — Sat, 19 Jul 2025 12:19:50 GMT

This needs staff (or SU?) clarification

@jab1 abolutely correct! However the SUs arent aware of anything.

@veloman I'll escalate this for staff review

Re: Confused by my exclusive offer

veloman — Sat, 19 Jul 2025 12:20:17 GMT

Thanks @jab1 . Personally I feel I am correct if for no other reason than my "exclusive offer" which could save me £2 a month until my contract ends in January next year is not as financially beneficial as accepting an already on the table offer of the same service at a £5 a month saving but with a new 24 month contract.

I may well take out a new contract as I was assured there would be no early termination charges but feel disappointed that either PN sent me a totally ambiguous email and with a sign button that doesn't work or their retention staff have not received proper instruction on how to process this exclusive offer.

Attachment shows error message when trying to sign up

Re: Confused by my exclusive offer

jab1 — Sat, 19 Jul 2025 12:24:13 GMT

@MisterW Thanks.

@veloman I suspect that PN have belatedly realised that offer email shouldn't have been sent, hence the 'block'.

Re: Confused by my exclusive offer

Baldrick1 — Sun, 20 Jul 2025 07:57:09 GMT

Moderator's note:
Thread moved from Broadband to My Account/Billing

Re: Confused by my exclusive offer

veloman — Sun, 20 Jul 2025 09:25:08 GMT

@jab1 I suspect you are right, annoying though as I have wasted a fair bit of time on it with trying to get the sign up button to work, telephone calls and posting on this forum. Would be nice if it was a case of sending it in error for PN to apologise.

Anyway I have decided to save some money and take out a new contract for broadband only as I no longer use my landline.