topic Re: A bit of a shame.... in Plusnet Feedback

A bit of a shame....

wirdy1 — Wed, 10 Aug 2011 22:40:16 GMT

that Plusnet are unlike all other agencies I have spoken to in supporting our HM Forces.
I am preparing to deploy on Operations overseas in September.
Sky TV have suspended all my subscriptions free of charge for 3 months, as have the council tax authorities, as have TV licensing, as have my car and bike insurers.
So my plusnet broadband will sit there doing nothing for months while I am away and I hope Plusnet are happy with their business model in not giving a little bit back and supporting those of us who have to go away from our loved ones for our country. I trust those that make these decisions will have a lovely Christmas at home too, with their families, unlike many of us who will be away.
Yeah, I know, we made the choice to join the Forces, but it's nice that most organisations do recognise the sacrifices we make for this country of ours (even if I wonder sometimes if it's worth it when I see the rioting on the streets).
Over to you again Plusnet.....

Username wirdy1
We are pleased to be able to inform you that a member of our Customer Support
Centre has now escalated your Question [number 45270783 ]
for further investigation.
The following comment was added to the Question
Dear Mr Wirdnam,
Thank you for your query.
Unfortunately the only thing possible to lower your payment whilst you are out of the country would be to lower your package.
Please accept my sincere apologies that i am not able to lower the price for you and wish you every luck with your trip.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0845 140 0200 if we can be of further assistance.
Kind regards,
[mremoved]
Read or respond to your Question -
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IMPORTANT: Do not reply to this email, our Support Team can only deal with inquiries through the Help Assistant
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Re: A bit of a shame....

pjmarsh — Thu, 11 Aug 2011 07:58:35 GMT

There are a couple of things that could happen here, both of which have a cost to Plusnet. If they keep broadband on the line then they will still incure a cost to the supplyer each month, even if no data goes down that line. The other option is to cancel the connection (which will cost money), then put broadband on again when you return (at more cost). Depending on how long you will be away for would determin which would be the most cost effective, but there isn't a way for Plusnet to stop charging you without it costing them (and hence all their subscribers) money.
Phil

Re: A bit of a shame....

wirdy1 — Thu, 11 Aug 2011 09:22:43 GMT

Absolutely Phil.
Not looking to get something for nothing. Just a small concession.
Even a reduction to an arbitrary fee that means it is cost neutral to plusnet would be fair.
Not being offered that. Just an offer to go to the basic package. In this case I pay for bandwidth that I have no opportunity to use.
Would prefer not to disconnect/ reconnect, but happy to do that. There will be 'admin' fees to do this no doubt?
Perhaps I'm being unreasonable? Just looking to this forum to gauge this before I write to the CEO.

Re: A bit of a shame....

matt_2k34 — Thu, 11 Aug 2011 09:39:58 GMT

I agree with you completely wirdy, but as pjmarsh has stated, it will cost PN money to do this.
SKY for example (tv) can just disable + enable your account on the fly, it doesnt 'cost' them anything as they're not paying a 'supplier'.
Going down to the minimum account is probably the best option you can get with this sort of service.
I dont think your being 'unreasonable' but i think it should be worth noting that the value package would be about what theyd have to charge you for having no package on the account id of thought. (The 10gb/month is not going to cost PN a lot, nor are they going to make bundles of profit)
The admin costs will be more than running the bb at a reduced rate for several months i think (£25 each time?) but again, this isnt charged by PN its charged by BT
Regards

Re: A bit of a shame....

James — Thu, 11 Aug 2011 10:01:50 GMT

@Wirdy
I've dropped you a PM.
Can you email me please.

Re: A bit of a shame....

wirdy1 — Thu, 11 Aug 2011 10:39:02 GMT

PM sent James.

Re: A bit of a shame....

wirdy1 — Thu, 11 Aug 2011 11:29:55 GMT

Thank you Plusnet.
Resolved to mutual satisfaction

Re: A bit of a shame....

Wheel_nut — Thu, 11 Aug 2011 11:46:57 GMT

Well done James.
This thread is a model of how customers can get issues resolved.
The Customer shared the problem with the Forum;
The Forum members gave their considered opinion on the validity of the issue and suggested resolution;
PlusNet acted promptly to resolve the issue amicably.
I would go further to say that this thread has enhanced PlusNet's reputation. Contrast this thread with the other (3) threads which started with a rant with NO detail being shared with the Forum members for reference and applicability to other users.
R
p.s. I forgot to say to Wirdy1.... Have a safe tour of duty and I look forward to your early and safe return. - R
Again, only my opinion.

Re: A bit of a shame....

wirdy1 — Thu, 11 Aug 2011 12:04:05 GMT

Quote from: Wheel_nut

p.s. I forgot to say to Wirdy1.... Have a safe tour of duty and I look forward to your early and safe return. - R

I totally agree with your comments. Thank you Wheel_nut for your feedback and your wishes.

Re: A bit of a shame....

rongtw — Thu, 11 Aug 2011 18:51:51 GMT

i totaly agree with the idea that everyone should do as much as they can to support our lads fighting abroad especially the big companys around .
i myself had 10 years in the RAF as did my father who had 23years service.
would be nice if PN would place a link for "Help For Heroes" on their page somewhere .
http://www.helpforheroes.org.uk ; Here it is