topic Re: Contract Length in Plusnet Feedback

Contract Length

Heloman — Sat, 05 May 2012 19:19:33 GMT

Not sure if this is the right forum. Apologies if not.
I was just looking at:
http://www.moneysupermarket.com/broadband/providers/plus-net/
and I see that they quote the contract length for Value and Extra to be 12 months.
It's always been a big Plus for me that Plusnet's contract length is not annual.
Perhaps they should be told

Re: Contract Length

Pettitto — Sat, 05 May 2012 19:24:22 GMT

Hi Heloman,
Some customers are put into a 12 month deferred contract if they for example, take a Wireless Router on a 12 month deferred contract, rather than paying for the router upfront. As you say some customers are just on the standard 10 day rolling contract, so it does depend what you sign up for.
I think the offer that they are showing is based on a 12 month deferred contract because if you were to go into the 12 month deferred contract we would set aside the activation fee (£25) and the Wireless Router (£40) as well.
Regardless of which, thank you for point that out to us

Re: Contract Length

dvorak — Sat, 05 May 2012 19:42:38 GMT

I didn't think it was a year contract, more of a payment owed if you left within a year?

Re: Contract Length

198kHz — Sat, 05 May 2012 19:44:59 GMT

I see what you're saying, Chris, but -
If I was starting from scratch looking for an ISP, and saw the page linked by the OP, I'd immediately look elsewhere.

Re: Contract Length

Pettitto — Sat, 05 May 2012 19:55:41 GMT

Quote from: dvorak
I didn't think it was a year contract, more of a payment owed if you left within a year?

Yes. that's what I meant by a deferred contract.

Re: Contract Length

Heloman — Sun, 06 May 2012 19:15:57 GMT

So moneysupermarket.com still need to be told they are wrong, don't they?
That page gives a totally wrong impression IMHO.

Re: Contract Length

Pettitto — Sun, 06 May 2012 19:29:55 GMT

I'll leave this one for the Digi Care Team on Tuesday so they can take a look.

Re: Contract Length

Alex — Sun, 06 May 2012 19:54:23 GMT

I remember having the same issue when I changed my parents account a couple of years ago, and got a 'free' router when doing it. It said I was signing for a new annual contract, and when I asked on here what that meant, it turned out to be a deferred hardware cost, rather than actually being a contract where I'd have to pay x remaining months if I did want to cancel.
Not complaining as such, as it is probably to the customers advantage to pay £60-ish for the router and activation rather than x months remaining subscription to pay.
I thought it should have been clearer then, and it seems times have not changed.

Re: Contract Length

Anotherone — Sun, 06 May 2012 22:15:51 GMT

Albeit that all the non-fibre packages are deferred contracts, actually that's not the only thing wrong - although the headline speed is shown as upto 16Mb (upto 38Mb for Fibre) when you click on "More details" speeds are shown without the "upto" and when you hover over the ? there is no explanation about line length being a factor.
The "Apply by Phone" links don't work for any of the packages.
And here's an observation - when you click on the "First 6 months broadband free" links in blue footers, and look at the information on the Plusnet pages, it seems if you leave at the end of the free six months, all you are liable for is the Installation cost and the Router cost, at least that's my read of the legal bit, so that's a good deal eh!
Edit: And what a rubbish site it is anyway (the link in the OP, don't see why I should advertise by mentioning it's name)

Re: Contract Length

bobpullen — Tue, 08 May 2012 14:24:31 GMT

AFAIK, all our broadband packages are contracted annually these days unless you pay the activation fee up front.

Re: Contract Length

James — Tue, 08 May 2012 14:31:17 GMT

This is a bit of a tough call to explain clearly!
Essentially our broadband and phone packages both carry a notice period of ten days, meaning that essentially they are on a ten day rolling contract.
However, the vast majority will either take free activation and/or hardware, meaning that if theywere to leave within the first 12 months, they would need to pay costs (£25/40) when they leave.
Adie - You are confusing the profit forgone contract on Fibre whereby you may less the longer into your contract should you elect to cancel.
So, short version, it is a 12 month contract and it's not a 12 month contract.
If that makes sense!

Re: Contract Length

Oldjim — Tue, 08 May 2012 14:33:51 GMT

Someone had better have a look here then

Re: Contract Length

Anotherone — Tue, 08 May 2012 14:54:24 GMT

James, the legal Ts&Cs for Fibre say it's an 18 month contract, implication being if you leave before then, you pay the outstanding monthly fees, If you leave before 12 months you pay for the Modem/Router and Installation as well. Not that I see there is anything wrong with that as the Installation costs for Fibre are presumably quite high, as long as it's what you intend.
As far as all the other non-fibre packages go, you should kick that website as there information is misleading.

Re: Contract Length

James — Tue, 08 May 2012 15:41:10 GMT

Fibre *is* an 18 month contract, but the cancellation costs decrease depending on how long you stay with us.
Generic broadband/phone service aren't on an annual contract per se as the notice period is 10 days, however a lot of people will refer to them as an annual contract due the deferred fees from the activation and/or hardware.
I appreciate the confusion.

Re: Contract Length

dfunked — Wed, 09 May 2012 10:06:40 GMT

When I moved house back in October, I was advised that I'd have to sign up for another 12 months (despite having to pay for installation!). This doesn't really tie in with what's been said above, so could someone please clear this up for me?

Re: Contract Length

James — Wed, 09 May 2012 10:48:41 GMT

Hi,
It looks like you paid up front for the telephone installation, but we activated the broadband free of charge for you during your house move (which costs £65).
This "house move contract" is due to expire in September.

Re: Contract Length

dfunked — Wed, 09 May 2012 18:15:47 GMT

Cheers - that clears it up!

Re: Contract Length

Paulster79 — Mon, 06 Aug 2012 14:57:57 GMT

Hello
I am a plusnet member I used my own router from start does this mean there is no contact length ?
Thanks
Paul

Re: Contract Length

orbrey — Mon, 06 Aug 2012 15:27:12 GMT

Hi there,
It's always a case of 10 days' notice for our accounts, unless you're on Fibre though I take your point about the other deferred contracts on there (hardware and setup etc).
Having checked your account you'd have to pay the deferred setup fee of £25. There'd also be the £25 cessation fee if you were moving to cable or actually cancelling the service rather than migrating it. There's no deferred hardware charge though.
Hope that helps.