topic Re: Leaving unfortunately. in Plusnet Feedback

Leaving unfortunately.

Devonian — Thu, 04 Oct 2012 18:54:34 GMT

It's sad, but I have signed up to talktalk.
Why?
A couple of reasons.
1. The price rises. PN didn't even have the decency to inform me my bill is rising, I found out from a post on this forum.
Valued customer? Doesn't seem it.
2. Every single month I am threatened by Plus Net that my services will be disconnected, before my bill is even due, simply because I wont pay by direct debit.
3. I signed up to Talktalk, I then rang Customer options to be offered a small discount.. fine.. but I was then told the unlimited package I signed up to with talktalk actually had a fup of 40gb.... I rang talktalk and was told there is no limit at all, and they would match PN's price.

Re: Leaving unfortunately.

Gus — Thu, 04 Oct 2012 19:05:03 GMT

http://consumers.ofcom.org.uk/2012/09/latest-phone-broadband-and-pay-tv-complaints-revealed/ good luck you need it, you pay for what you get

Re: Leaving unfortunately.

chrispurvey — Thu, 04 Oct 2012 19:26:21 GMT

Hi Devonian,
Sorry to here that you have felt the need to take your services to another provider through bad service from ourselves.
We notified customers of the price increase via email, from initially looking at your account I can't see the email sent to you, not sure why this is. I will look into this in the morning and see why it hasn't been sent, I've not seen any examples of the email not being sent so it's a new one to me and can only apologise you had to find out via the forums.
With the non direct debit arrangement it is an automated email you would receive, again it's something I can look at but I just need making aware of it.
If there is anything I can do to help or at least not end your relationship with us on a sour note, I'd be more than happy too.
Chris

Re: Leaving unfortunately.

jelv — Thu, 04 Oct 2012 20:10:38 GMT

Chris, have a read of http://community.plus.net/forum/index.php/topic,105403

Re: Leaving unfortunately.

Chris — Fri, 05 Oct 2012 08:12:51 GMT

Quote
2. Every single month I am threatened by Plus Net that my services will be disconnected, before my bill is even due, simply because I wont pay by direct debit.

The previous thread that Jelv linked explains why this happens, your payment due date is the 10th, it's your decision to not have any payment details and that in turn kicks out the automated email to you.

Re: Leaving unfortunately.

drj — Fri, 05 Oct 2012 17:07:12 GMT

There's nothing risky in using Direct Debits - I can't recall ever having had a problem with any company.

Re: Leaving unfortunately.

Oldjim — Fri, 05 Oct 2012 17:14:40 GMT

And it would appear that with TalkTalk a payment other than by direct debit catches a £4.50 per month charge
Also on Essentials there is a 40GB FUP http://www.talktalk.co.uk/legal/broadband-traffic-management/

Re: Leaving unfortunately.

drj — Fri, 05 Oct 2012 17:18:56 GMT

He's probably negotiated a discount!
I didn't want to even visit their website to check having been bombarded by Spam sales calls after using their number checker once.

Re: Leaving unfortunately.

w23 — Fri, 05 Oct 2012 17:27:00 GMT

I didn't even use their number checker because they have a 'warning' that by using it you will be contacted by them.

Re: Leaving unfortunately.

Mav — Fri, 05 Oct 2012 17:38:12 GMT

TT are OK as long as you bear in mind the following:
Regularly check your online account (not always possible as it seems to 'go down' close to your billing cycle on a regular basis) for changes being made without your knowledge.
My account was changed to paper billing (the letter regrading this only arrived after the bill due date) and I only noticed it because I check my account every day for issues and anomalies. Not an ideal situation but at least I was able to change back to online billing before any charges were incurred.
Their forums can be helpful but I find the attitude is based on 'the customer is hardly ever right' and 'what does the customer know, anyway'.
I moved to TT last February purely for financial reasons. I have a few small niggles but can't be bothered to sort them as I WILL return to PN as soon as my contract ends and my exchange is upgraded to ADSL+ (the RFS date of 30/9/12 has already passed with no action yet )

Re: Leaving unfortunately.

Anonymous — Fri, 05 Oct 2012 17:49:47 GMT

Quote from: drj
I didn't want to even visit their website to check having been bombarded by Spam sales calls after using their number checker once.

Quote from: w23
I didn't even use their number checker because they have a 'warning' that by using it you will be contacted by them.

Learning from experience, I never use my correct phone number, nor postcode
Just made up ones nearby.

Re: Leaving unfortunately.

Devonian — Fri, 05 Oct 2012 18:05:09 GMT

Quote from: Oldjim
And it would appear that with TalkTalk a payment other than by direct debit catches a £4.50 per month charge
Also on Essentials there is a 40GB FUP http://www.talktalk.co.uk/legal/broadband-traffic-management/

The £4.50 non DD fee has been dropped to £2 for the duration of contract, and there is not a 40gb FUP.
There is a 40gb limit, BUT if you ask, they remove the limit and put you on completely unlimited for free of charge.

Re: Leaving unfortunately.

Devonian — Fri, 05 Oct 2012 18:07:42 GMT

Quote from: Chris
Quote
2. Every single month I am threatened by Plus Net that my services will be disconnected, before my bill is even due, simply because I wont pay by direct debit.

The previous thread that Jelv linked explains why this happens, your payment due date is the 10th, it's your decision to not have any payment details and that in turn kicks out the automated email to you.

This is an age old fight that tbh I have no passion for fighting.
However I will say it is not as clean cut as you may suggest.
adie:green fixed quote

Re: Leaving unfortunately.

Devonian — Fri, 05 Oct 2012 18:10:07 GMT

Quote from: PlusComUK

Learning from experience, I never use my correct phone number, nor postcode
Just made up ones nearby.

I always use my local taxi firms number... for insurance, banks, everything... lol

Re: Leaving unfortunately.

Kelly — Fri, 05 Oct 2012 20:06:58 GMT

Quote from: Devonian
This is an age old fight that tbh I have no passion for fighting.
However I will say it is not as clean cut as you may suggest.

It's completely clean cut. We set the billing date of your account at the point when your first service activates. On your billing date, we let you know we've generated an invoice and let you know you have 7 days to pay. If you have a credit card, we'll take that payment there and then. If you are paying by DD, we'll submit the request over the next few days.
If we don't see a payment back, at key points we'll redirect you asking for payment, until eventually making it a hard redirect, forcing you to pay it, or contact us.
Put either a credit card, or a DD on the account and you'll never see the redirects. If you don't, you'll need to arrange to pay separately, but we'll use our redirects to remind you.
I don't get the fuss tbh!

Re: Leaving unfortunately.

dsw — Fri, 05 Oct 2012 20:52:04 GMT

Quote
We notified customers of the price increase via email

I haven't had the email yet. Can you advise?
Edit: Can see it in my account looking at closed issues. #142933504

Re: Leaving unfortunately.

kitkat — Fri, 05 Oct 2012 21:40:26 GMT

Hi Devonian. I had a very persistant female come to my door out of the blue, the other day from Talk Talk. She said that I could get free internet from Talk Talk. She wanted into my home to "check" if my line was suitable. I told her I was not interest but she kept insisting to come in, "just"to make sure I could get it if I changed my mind. I don,t want to be rude to anyone but I was so exasperated by her persistance and she would not take no for an answer. I flipped and told her to get off my property and not to come back. This alone has put me off talk talk. But the main reason I am replying Devonian is to ask you if you have been offerd the free internet with the Talk Talk package?

Re: Leaving unfortunately.

Devonian — Fri, 05 Oct 2012 21:48:24 GMT

Quote from: Kelly
Quote from: Devonian
This is an age old fight that tbh I have no passion for fighting.
However I will say it is not as clean cut as you may suggest.

It's completely clean cut. We set the billing date of your account at the point when your first service activates. On your billing date, we let you know we've generated an invoice and let you know you have 7 days to pay. If you have a credit card, we'll take that payment there and then. If you are paying by DD, we'll submit the request over the next few days.
If we don't see a payment back, at key points we'll redirect you asking for payment, until eventually making it a hard redirect, forcing you to pay it, or contact us.
Put either a credit card, or a DD on the account and you'll never see the redirects. If you don't, you'll need to arrange to pay separately, but we'll use our redirects to remind you.
I don't get the fuss tbh!

But that isn't the case.
PlusNet threaten to disconnect my service before I have even received the invoice, I am then emailed and text every single day, threatening to disconnect me unless I pay up.
If you don't see a problem with that, then that speaks volumes.

Re: Leaving unfortunately.

Devonian — Fri, 05 Oct 2012 21:53:30 GMT

Quote from: kitkat
Hi Devonian. I had a very persistant female come to my door out of the blue, the other day from Talk Talk. She said that I could get free internet from Talk Talk. She wanted into my home to "check" if my line was suitable. I told her I was not interest but she kept insisting to come in, "just"to make sure I could get it if I changed my mind. I don,t want to be rude to anyone but I was so exasperated by her persistance and she would not take no for an answer. I flipped and told her to get off my property and not to come back. This alone has put me off talk talk. But the main reason I am replying Devonian is to ask you if you have been offerd the free internet with the Talk Talk package?

That sounds awful, but its a tactic used by al sorts of sales men.
I phoned talk talk, explained the package I have now and what I'm paying, they offer a compairable package with unlimited broadband plus free YouView box and subscription, plus the entertainment channel package at half price for 6 months.
So I have the same bill, but a better package, plus half price sky channels.
I'm very happy with that.
Now lets see how migration happens compaired with the PlusNet fiasco I suffered..
I'll dig the thread out if I can find it.
http://community.plus.net/forum/index.php/topic,96028.msg809344.html#msg809344

Re: Leaving unfortunately.

drj — Sat, 06 Oct 2012 05:31:53 GMT

I find it very odd that someone would apparently accept a penalty charge of £24 a year for not using Direct Debit. Do you not use Direct Debit for anything? I have several going out each month and have never had a problem - you on the other hand appear to be wasting money - if you don't mind me saying.