topic Re: Loyalty in Plusnet Feedback

Loyalty

flodden — Tue, 22 Dec 2009 16:46:22 GMT

I have been a Plusnet customer for 4 years. I was on a 1yr loyalty contract on the Broadband Your Way Option 2 (Monthly Contract) with included 15GB bandwidth account for £9.49. This has now ended and I have been automatically put on a £14.65 subscription which is obviously not good value given that I now notice new customers are being offered 80GB usage for £11.99 per month. I asked whether my loyalty entitled me to a better deal than I was on and I was told to go to the web site if I wanted to switch but was given no further advice. Is this anyway to treat a loyal customer ie treating me the same as a non customer?

Re: Loyalty

Oldjim — Tue, 22 Dec 2009 16:48:35 GMT

Specially one who doesn't read the small print

Quote
** - Plusnet Premium Broadband starts at £11.99 a month for the first 3 months. If you live in one of our low cost areas you'll then pay £15.99 a month thereafter. If you live outside of one of these areas you'll then pay £19.99 a month thereafter.

Re: Loyalty

flodden — Tue, 22 Dec 2009 17:09:04 GMT

Doesn't really address the issue, which is loyal customers are not being given any incentive to stay with Plusnet. My reward for my loyalty is to now be charged the full price for a no longer competitive package. New customers are being offered a better deal as they are given potentially better download speeds and 80GB of usage compared to my 15GB.
Also what defines a 'low cost area'? Let me know as it saves me getting a magnifying glass to look it up. Cheers.
jim:quote

Re: Loyalty

Oldjim — Tue, 22 Dec 2009 17:14:05 GMT

From here http://www.plus.net/?home=hometop
At the bottom - Stuff you need to know
Eventually leads to here http://usertools.plus.net/exchanges/ just put in your phone number

Re: Loyalty

pierre_pierre — Tue, 22 Dec 2009 17:16:36 GMT

look up your exchange here, http://www.kitz.co.uk/adsl/adslchecker.php that will tell you.
Jim and I were both on BBYW 1 and changed to the new Value pack, when I moved I was just at the end of the £3 deal which was cheaper than the Value.

Edit Jim type quicker than me, but mine is only one step

Re: Loyalty

Mand — Tue, 22 Dec 2009 17:29:53 GMT

Hi there flodden,
Firstly I'm sorry about the response you got from the support team, they should at least advised you regarding product changes.
Looking at your account, a switch to Premium would give you better download speeds at peak times, for £15.99 after the first 3 months as you're in a low cost area.

Re: Loyalty

flodden — Thu, 07 Jan 2010 17:16:27 GMT

I dont want to switch to the £15.99 product as I dont need 80GB per month or want to pay more. I was happy on 15Gb for £9.49, but its not worth £14.65 which im now being charged after my loyalty deal ran out. Is it possible to re-negotiate this package price? Support told me to phone cancellations, but I can never get through to them even if I hold for 20mins! I dont really want to leave Plusnet but I'm being left little option.
If I switch to £5.99 I dont want to be tied for any period as I may find 10GB just a bit too little for my needs.

Re: Loyalty

Mand — Thu, 07 Jan 2010 17:27:24 GMT

Value gives you 14GB for £9.99 if that's any use? (10GB for £5.99 plus £4 for extra 4GB)

Re: Loyalty

dvorak — Fri, 08 Jan 2010 09:43:23 GMT

Flodden, there are no long contracts anymore - so you wouldn't be tied in, unless you took a router or free house move then you'd be liable for some costs, should you cancel.

Re: Loyalty

flodden — Sun, 10 Jan 2010 14:53:10 GMT

Thanks for replies. If I move to Vaue £5.99 pack will I get the first month free as advertised for new customers on the web site?

Re: Loyalty

pierre_pierre — Sun, 10 Jan 2010 15:38:21 GMT

where does it say that?

Re: Loyalty

VileReynard — Sun, 10 Jan 2010 16:48:06 GMT

Quote from: adiewoo
Flodden, there are no long contracts anymore - so you wouldn't be tied in, unless you took a router or free house move then you'd be liable for some costs, should you cancel.

I think this may be false - see http://www.plus.net/support/broadband/products/res_broadband_faq.shtml#setupOptions

Re: Loyalty

Oldjim — Sun, 10 Jan 2010 17:06:40 GMT

That is only for new customers - the OP has been a customer for 4 years.

Re: Loyalty

VileReynard — Sun, 10 Jan 2010 17:17:43 GMT

It doesn't say so.
I'm planning a move from BBYW3 to premium as my £3 special offer has expired.
I don't know if the OP has free webspace on BBYW - but this can be transferred, FOC, provided you remind Plusnet.

Re: Loyalty

Oldjim — Sun, 10 Jan 2010 17:40:45 GMT

Whether it says so or not - that is the situation.
http://www.plus.net/info2/legal/index.html

Quote
Ending the service
19. Once we have provided the service, you may tell us to stop providing it at any time by giving us 10 days' written notice, unless the service terms say otherwise. We can stop providing the service by giving you 10 days' written notice.
20. If you ask us to end the service within your first 12 months with Plusnet, you may be liable to pay charges relating to the set-up of your service and for any equipment or hardware we have provided. Please refer to the product price guide and separate product service terms for more information.

Re: Loyalty

pierre_pierre — Sun, 10 Jan 2010 17:44:20 GMT

Jim is this one correct? http://www.plus.net/?home=hometop then click on no contract options under value
edit changed the button to click

Re: Loyalty

Oldjim — Sun, 10 Jan 2010 17:49:08 GMT

I assume you mean Read More Info. but I don't see the point you are making

Re: Loyalty

flodden — Mon, 11 Jan 2010 22:41:56 GMT

Im a bit confused. If I switch to Value will i be tied in for a year or is that just for new customers? Also do I get first month free as an existing customer?

Re: Loyalty

Oldjim — Mon, 11 Jan 2010 22:44:22 GMT

You are not tied in for a year unless you take a free router or house move.
I don't know about the 1 month free but I very much doubt it.

Re: Loyalty

pierre_pierre — Tue, 12 Jan 2010 06:25:45 GMT

Quote from: Oldjim
I assume you mean Read More Info. but I don't see the point you are making

sorry Jim, I put the wrong button, did edit my original it should have been the no contract options