topic Right hand/left hand syndrome in Plusnet Feedback

Right hand/left hand syndrome

robertwallace — Mon, 22 Apr 2013 12:00:45 GMT

Switched to Plusnet Essentials Broadbands and calls package in February from Tesco (line rental) and Virgin (Broadband supplier) to save money and amalgamate suppliers..
As I was going on hol in Jan for a month I discontinued Virgin in Jan with a view to having that month free as I wasn't going to be here ! Both Virgin and Plusnet advised me that a MAC code wouldn't be needed to switch due to that month's hiatus. So I gave all the dates reqd to Plusnet and was looking forward to immediate service with them when I returned - to find nothing had been done and i had no broadband. When I finally found out why it was because someone at Plusnet now had insisted I needed a MAC code and the order hadn't been progressed - the right hand/left hand syndrome ? I phoned Support and told them story - they again agreed no MAC actually required, so I asked them to expedite the order - the supervisor was asked but they wouldn't !!
Finally got going over a week later, but have been shocked to find call charges astronomic - as I'd previously found a pdf list of Essentials phone charges which listed local calls at 4p a minute . I got into the itemised bills to find some £50+ on less than two months of local calls ???, and those of less than a minute being charged at 22p a throw.
Spoke to Jack in Support who informed me that there was a standard 13p connection charge (!) plus double the call charges listed on another pdf that was for Essentials Broadband contract phone charges. So I've now had to switch to Anytime calls at an additional £4 a month for the last 10 months of the contract - after which I'm likely to be looking to switch again now. Oh, and I've just spoken to Elizabeth and asked for the pdf list of call charges to be sent to me as a link - which she still hasn't 30 mins later.
Looked again at Packages - details . These call charges are practically impossible to locate on the website.
I am now an estimated £100 out of pocket by the end of contract.

Re: Right hand/left hand syndrome

orbrey — Mon, 22 Apr 2013 12:10:01 GMT

Hi there,
I'm sorry to hear of the above. It looks like the agent has added a ticket (68660938) to your account with the links requested though, you should be able to see this at http://contactus.plus.net? Please let us know if not.

Re: Right hand/left hand syndrome

DavideB — Mon, 22 Apr 2013 12:11:35 GMT

Hello Robert
Found this on the net hope it helps
http://www.plus.net/images/residential/voice/pdf/essential_home_phone_tariffs.pdf
DavideB

Re: Right hand/left hand syndrome

robertwallace — Mon, 22 Apr 2013 12:32:18 GMT

Thanks DavideB
This is exactly the list of charges that I thought I'd be paying - 4p a minute !
especially as if you click on the link 'Home Phone tariff' in the first Support page you get this :-

These tariffs come into effect from 22nd November 2012.
This tariff doesn't include call rates for our Plusnet Essential service. You can find these rates on the Essential Home Phone Tariff.
All call charges are pence per minute and include VAT.

And that Essential Home Phone Tariff link above gives what you've just provided - 4p a minute !
This is totally misrepresentative !!!!!!

Re: Right hand/left hand syndrome

Oldjim — Mon, 22 Apr 2013 13:11:33 GMT

Oh Dear - this comes of recycling product names
You are on Essentials Broadband and phone whereas the product linked is Plusnet Essential http://www.plus.net/support/broadband/products/archive/plusnet_essential_archive.shtml
Note the very minor difference Essentials Broadband plus phone as compared to Plusnet Essential which was withdrawn from sale in 2009

Re: Right hand/left hand syndrome

MisterW — Mon, 22 Apr 2013 13:15:25 GMT

It's amazing what a difference one litlle 's' can make
'Essential' refers to a legacy tariff here http://www.plus.net/support/broadband/products/archive/plusnet_essential_archive.shtml and is no longer sold. The phone tariffs referred to here http://www.plus.net/images/residential/voice/pdf/essential_home_phone_tariffs.pdf are for that legacy package
'Essentials' is one of the current tariffs and its phone tariffs are here http://www.plus.net/home-broadband/tariffs/
Confusing isn't it ?
Edit: Jim beat me to it.

Re: Right hand/left hand syndrome

robertwallace — Mon, 22 Apr 2013 13:44:50 GMT

Thanks guys
But if it's an old tariff why's it being referred to by a live link ?

Re: Right hand/left hand syndrome

Oldjim — Mon, 22 Apr 2013 13:46:15 GMT

Because some customers may still be on it.
Plusnet never move customers to a new product when the old one is withdrawn

Re: Right hand/left hand syndrome

DavideB — Mon, 22 Apr 2013 14:26:59 GMT

That is one thing that I do hate with PN loyal clients seem to be left behind; I have never been told of special offers, only when I ring and ask they give you the deal
jim:quote

Re: Right hand/left hand syndrome

Oldjim — Mon, 22 Apr 2013 14:30:14 GMT

and would a customer on that tariff appreciate being moved to another one with much higher call charges

Re: Right hand/left hand syndrome

Anotherone — Tue, 23 Apr 2013 14:01:43 GMT

I suggest that Plusnet need to amend this page http://www.plus.net/home-broadband/tariffs/ as a matter of urgency to avoid further confusion.

Quote
These tariffs come into effect from 22nd November 2012.
This tariff doesn't include call rates for our Plusnet Essential service. You can find these rates on the Essential Home Phone Tariff.

This needs to be reworded something like

Quote
These tariffs come into effect from 22nd November 2012.
This tariff doesn't include call rates for our old legacy Plusnet Essential service (not available to new customers). You can find these rates on the Essential Home Phone Tariff. (This tariff was withdrawn from sale in April 2009) Not to be confused with our current Essentials package

Any why is there no link to the Call Tariffs page from the FAQ's http://www.plus.net/home-broadband/faqs/broadband-and-phone/ ?

Re: Right hand/left hand syndrome

Chris — Wed, 19 Jun 2013 15:59:38 GMT

Just as an FYI, we're making changes to the page where this is mentioned in a few weeks time.
It'll say something along the lines of :
For details of our old Plusnet Essential tariff (withdrawn from sale to new customers on DAY MONTH YEAR), please see our *Plusnet Essential product archive*.
It'll also be further down the page so as to not have it so prominent.