topic Re: Offered a new contract. in My Order

Offered a new contract.

Kevstar — Mon, 15 Nov 2021 17:31:10 GMT

Hi, I have been offered a new contract that I would like to take out at £21.95 a month.

I already have fibre and evening and mobile calls in my existing contract but we don't want the phone package just the fibre. when we select the new offer for £21.95 and proceed it adds the phone package we are already on which we don't want.

There is an option to start over but every time it adds the phone package which ups the price to nearly 30 pounds.

Could some one sort this out if possible, Many thanks in advance, Kev.

Re: Offered a new contract.

Gandalf — Tue, 16 Nov 2021 09:29:46 GMT

Hi Kev,

I can't see anything out of place on your account which we can fix, so I recommend putting the renewal through with the phone package then once the renewal completes, remove the phone package afterwards.

Let me know how it goes.

Re: Offered a new contract.

Kevstar — Wed, 17 Nov 2021 11:36:51 GMT

Hi, thanks for replying.

I did what you said and took out the new contract including the call package

I'm afraid it doesn't work. when i try to remove the call package it then goes up to out of contract price of 38 pounds and tells me it will take that amount out in one month.

I would just like it to remove the call package to the 21.95 i was offered.

Thank for the help so far and any further help is appreciated.

Kev

Re: Offered a new contract.

Gandalf — Wed, 17 Nov 2021 11:41:35 GMT

Thanks for getting back to me Kev.

When changing call plan, our product change system doesn't take into account of any discounts you may have in the price it quotes, but those discounts should stay on after the change goes through.

Could you put the change through and let me know how it goes?

In the unlikely event the discounts are removed, we can fix.

Re: Offered a new contract.

Kevstar — Wed, 17 Nov 2021 11:56:33 GMT

Hi, thanks again.

I've have completed the order and I'm happy to say that we have received an email stating that its for the lower price of 21.22. I cant access my account at the moment as its updating the change so I will get back to you if anything is different.

Thanks for all your help regarding this small hiccup

Kev

Re: Offered a new contract.

Gandalf — Wed, 17 Nov 2021 12:10:58 GMT

Hi Kev,

Awesome, no problem. That email would just refer to line rental but your broadband cost (with discounts) should be on top.

Let me know how it goes and if there's anything else you'd need help with.

Re: Offered a new contract.

Kevstar — Thu, 18 Nov 2021 11:03:20 GMT

Hi Gandalf.

It seems to have worked. Thankyou again for helping. Great service once again from Plusnet

Kev,

Re: Offered a new contract.

Gandalf — Thu, 18 Nov 2021 11:10:40 GMT

Hi Kev,

Excellent! Looking good. No problem, let me know if there are further issues or anything else you'd need help with

Re: Offered a new contract.

WasJohn — Fri, 19 Nov 2021 13:50:51 GMT

Was this the Black Friday offer? I am puzzling how to use it when I already have fibre and a call plan.

Re: Offered a new contract.

Gandalf — Fri, 19 Nov 2021 14:05:13 GMT

Hi @WasJohn

Are you out of contract or within the last 3 months of one? You'll only be able to renew if you are.

Re: Offered a new contract.

astro_L — Fri, 19 Nov 2021 14:16:19 GMT

This one caught me out! I rang to discuss a renewal query (price quite unreasonable!), and they offered me a seemingly good deal. Only later did I realise the trap that they had set and into which I fell. They split up the broadband and phone contract so that I can now only renew the last one after the other one has already been agreed! I now have to work out how to escape. Meanwhile there is no email address to contact Plusnet and the phone line is always busy for x hours!

<sigh>

Lawrence

Re: Offered a new contract.

Gandalf — Fri, 19 Nov 2021 14:24:53 GMT

Thanks for your post @astro_L

I'm really sorry for the confusion.

Now that doesn't sound right at all. Your phone and broadband contracts are tied together, however you may have had the option to pay your line rental upfront to us for 12 months in the form of line rental saver. This doesn't change your contract start or end date. We don't offer line rental saver anymore so this you can't renew however we've fixed your line rental at the price it was when you started your contract instead of asking you to pay the higher price.

I'll be happy to call you back if it's easier to go through this over the phone?

Re: Offered a new contract.

WasJohn — Fri, 19 Nov 2021 16:36:38 GMT

I haven't a clue, when whatever contracts I already have need renewing I'll whinge as usual. Looking at the promotion that I was sent, I see that it mentioned one of my other mobile 'phone numbers. I can assume that the left hand (Liverpool way?) still doesn't communicate with the Right Hand 😙

By the way, part of the terms doesn't make sense: Unlimited Fibre Broadband and line rental: Average 36Mb. Price from month 19 currently £21.45 a month for the first 18 months, then from £36.52 a month, with a £50.00 Plusnet Reward Card. 18 month contract. No activation fee, was £10.00. Plusnet line rental is £20.29 a month.

I read that as being for the first 18 months after month 19 the rate is currently £21.45 but it won't be when you get there. What is a Plusnet reward card? It is the first I've heard of one - does it entitle me to 50 quid off something that I don't want?

Re: Offered a new contract.

adam945 — Fri, 19 Nov 2021 17:31:19 GMT

Hello @WasJohn

Thanks a lot for getting back to us.

Correct, so the first 18 months of your new contract, you'll pay £21.45 per month. however the discounts on your service will only last through the contracted period of 18 months, so on month 19, you''ll then pay full price for your services. You will have the option to re-contract within the last three months, so that you don't end up paying full price for your service.

In terms of the Plusnet Reward Card, this is usually a pre paid debt card (MasterCard) which will be sent to your address within the first 30 days of your new contract going live. On some occasions, it's simply a cheque that you'll be able to cash in, it depends on the offer.

Re: Offered a new contract.

mar7t1n — Sat, 20 Nov 2021 08:24:37 GMT

I had a simialr - "it's all done by hand experience". I clicked to renew on the offer email but computer said no. So was directed to call. I decied I'd just ask for it to be 24 months to save the faffing. After an excutating 32 mins on a call, while I was taking through a load of T&C's that I'd already had - the button was duly clicked. But it's still not quite right!

Seems the new contract starts in a months time, not either straight away or at the expiry of the old contract. So there is 3 weeks at full price. Some text mentions 24 months, but 12 has been left in elsewhere. I know it's probably because it's all just typed up by hand - I was sat on hold for 10 minutes while it was typed up for no other reason I could see than to keep the helpdesk guys line locked on a customer call.

Plusnet you need to slicken and automate this. Customers are very happy to just click to renew - but if renewal becomes a painful experience, next time it might just be easier to renew with another provider who do it all online. The same is true of mobile. I'd click today to upgrade to mates rates data for £6 a month, but not sure I can face 35 mins on a call to discuss it. The website doesn't seem to know I'm a BB customer so I'm only offered 3GB for £6. Way more than I use now of course, but feel short changed vs new customer deals of 7GB for £6, so I just leave it.

Re: Offered a new contract.

astro_L — Sat, 20 Nov 2021 08:37:28 GMT

I must add my own reply here. Its amusing to see that Plusnet has described me as a 'newbie'. We joined Plusnet shortly after they (apparently) started. I joined the forum somewhat later when it became apparent that they hid members' access to emailing Plusnet - so I thought they might reply if any problems were posted publicly. I have therefore been with them a very long time ..... I discovered that phoning them was effectively a life-sentence whereas of course you can do one email and get on with your life while they mess around. During one bill check I noticed that they has still got me living in Southampton - but I've already detailed that problem. They never managed to fix it. Instead they show me (miraculously) as having no fewer than three landlines! I am shown as having 2 on the same number (!) and 1 in Southampton. Do please explain that one to me , Plusnet!

FWIW every time I raise this admin problem with them they *assure* me that it will be fixed - but it remains as it has always been. So the word 'newbie' seems a little odd - even by Plusnet standards.

Lawrence H

Re: Offered a new contract.

mar7t1n — Sat, 20 Nov 2021 08:48:24 GMT

Helpdesks IMO are little help. The staff on them have no interest in making things better as it might put them out of a job. They often don't have the authority to make the changes, and the information is hidden away so the customer doesn't know if it's right or wrong either. They are quite happy to take the same question 12x a day and drag it out as long as possible.

This isn't a complaint - I don't want PlusNet to go to the wall, have been with you for years but you need to put more money behind the developers on the website automation. Yes I'm a developer!

Re: Offered a new contract.

WasJohn — Sat, 20 Nov 2021 09:04:36 GMT

When Plusnet do a promotion they should learn to check the market that they are aiming at, because when they get it wrong they really manage to upset their existing customers. Never a wise move.

You are quite right about attempting to 'phone them, a long delay, followed by a delay of several weeks before you discover that whatever was agreed hasn't been carried out.

This offer looks particularly slimy in that it is not clear whether you can actually use the landline for calls, whether it's for fibre to premises or it's just more of the same thing that I already subscribe to.

John

Re: Offered a new contract.

WasJohn — Sat, 20 Nov 2021 09:17:45 GMT

The first thing they could do is to combine accounts by customer and not by phone number. I have two or three accounts for different numbers, all of which have to be logged into separately and all of which take money from my account at different times. I am old and suffer from amnesia and probably dementia. I haven't a hope in hell in remembering my login details. Even my password manager gives up with Plusnet. So I can't tell if they are a bunch of thieving [-Censored-] or just a badly managed bunch of nice guys.

John

Re: Offered a new contract.

astro_L — Sat, 20 Nov 2021 09:24:18 GMT

[OT] On that last problem, can I suggest that you do as I do? Maintain a simple text file that contains all login data for every site? Many sites will permit you to store your login data but if you don't wish to, a simple text file can eliminate the problem of remembering such things. I have a screen shortcut to this file and can login in anywhere that I have visited before.

regards

Lawrence H