topic Re: Existing customer pricing v's New customers in My Account/Billing

Existing customer pricing v's New customers

Badsaint1 — Sun, 16 Nov 2025 22:45:42 GMT

I'm thinking of upgrading my Plusnet broadband service to Full Fibre.

I see on comparison websites that you offer 'Plusnet Full Fibre 145' for £24.99 increasing £4 annually for 24 months. I then notice that existing customers need to login to Plusnet to find their existing customer offers. Having logged in I find that I can have the same package for £28.50 with the same increases and contract terms. Effectively my loyalty bonus is a £2.50 a month kick in the shins!

Vodafone offer 5 meg more download, £5 more reward card value. £21 a month charges that only increase £3.50 annually for 24 months of contract. As an existing Vodafone mobile customer I can also get up to £3 a month reduction in my fees. The offer is more attractive in every way.

My question : Where is my motivation to stay with Plusnet when every other user in the country will get a better deal than I will?

Re: Existing customer pricing v's New customers

spile — Mon, 17 Nov 2025 06:38:30 GMT

Same with car insurance and other services. Ring PN and see what the best deal they can do for you.

Re: Existing customer pricing v's New customers

Batfrog — Mon, 17 Nov 2025 08:46:28 GMT

Hmm' ........

https://www.ispreview.co.uk/index.php/2025/11/ceo-of-broadband-isp-zen-internet-calls-for-ban-of-mid-contract-price-hikes.html

Re: Existing customer pricing v's New customers

Mav — Mon, 17 Nov 2025 11:26:51 GMT

@Badsaint1

Ring Customer Options Team on 0800 013 2632 selecting option 1 then option 2 (If you are thinking of leaving).

Re: Existing customer pricing v's New customers

HPsauce — Mon, 17 Nov 2025 11:41:10 GMT

As it happens I'm aware my renewal is due in 3 or 4 months time, so this prompted me to log into my account for the first time in ages.

I've been paying £28.68 a month since March (I think) and there's an offer there to renew at £23.50 per month, but it's not clear if that's immediate and when the renewal starts?

From March 2026 it will be £27.50 and £31.50 from March 2027 so on average not much more than I pay now. Might call CO anyway to see when the new price starts. I can see by doing an online check that new customers are slightly (50p/month) cheaper, so definitely worth a haggle! 😠

Re: Existing customer pricing v's New customers

HPsauce — Mon, 17 Nov 2025 12:09:12 GMT

Slightly digressing from the original topic, but I called COT and did indeed get a better deal than a new customer.

They also told me (I'll definitely check this later) that this will be a 24-month contract starting NOW at the new price, which is significantly less than I've been paying for the last few months and even after the £4 every March price increases I'm still better off than now overall. 😎

Re: Existing customer pricing v's New customers

dvorak — Mon, 17 Nov 2025 12:29:02 GMT

Moderators Note

This topic has been moved from Full Fibre to My Account / Billing

Re: Existing customer pricing v's New customers

HPsauce — Mon, 17 Nov 2025 12:35:15 GMT

Just for amusement I looked back at some old pricing. I initially joined PlusNet in February 2008 (from Tiscali) and was paying about £15 per month for an "up to 8mbps" ADSL service. So current pricing isn't that terrible as inflation since then is about 150%, making that £37.50 today!

Re: Existing customer pricing v's New customers

HPsauce — Mon, 17 Nov 2025 13:06:20 GMT

Ooops, BIG error! Inflation since 2008 (according to the Bank of England) is more like 160% BUT that's the price RATIO not the addition! 🤣

So £15 in 2008 becomes £24 now. OK technology has moved on but we're used to getting better stuff for the same price.

And that £15 included an email service, dare I say it better support and there was the option to reduce it (on an ongoing basis) by bringing in referrals. Oh and no guaranteed large annual price rises.

Re: Existing customer pricing v's New customers

Townman — Mon, 24 Nov 2025 14:04:52 GMT

...and there ~~was~~ [is still] the option to reduce it (on an ongoing basis) by bringing in referrals...

Added my most recent 10th November.