topic Re: What package should I be on? in Plusnet Feedback

What package should I be on?

flodden — Mon, 25 Nov 2013 15:04:47 GMT

I am currently on Plusnet Extra which includes 60GB, this went up from 11.49 to 12.99 a month so is not good value in the current market especially with bundled deals on offer. I dont think i ever go over 60GB usage in a month, certainly not last 3 months. Would be interested in TV but you dont seem to do that at moment and possibly phone, although maybe tied into BT Unlimited Weekend and Evening Plan at moment and dont want to incur cancellation fee. What package should i be on for best value? Thanks

Re: What package should I be on?

Pettitto — Mon, 25 Nov 2013 15:27:57 GMT

Hi flodden,
It really depends on how much usage you use each month. Given the fact you're currently on our legacy Extra Package (60GB), you'd probably better suited to our Unlimited Broadband package.
If you'd like to discuss your options in more detail, you'd be best speaking to our Customer Options Team, they can be contacted on 0800 432 0200.
I hope this helps

Re: What package should I be on?

gnicholson8 — Mon, 25 Nov 2013 15:29:22 GMT

Without prying too much, How long till your phone contract ends?
If you fancy waiting, you could wait until your phone contract ends and then sign up for both phone/broadband together if not, take out one of the new packages, Plusnet Extra discontinued at the end of last year and the best current package would be Unlimited Broadband at £12.49 a month
Link here:
http://www.plus.net/home-broadband/unlimited/broadband-only/
There are fantastic offers if you take out a phone line with them, ie Broadband from £2.75 a month for 12 months, but obviously this depends on how long is left on your phone contract.

Re: What package should I be on?

flodden — Mon, 25 Nov 2013 16:23:45 GMT

As BT have just announced a change in their prices I can cancel without charge. However they are offering unlimited broadband free for 6 months then reverts to £16 per month for remaining 12 months (£192 for 18 months). This works out cheaper than equivalent from Plusnet of 12.49 a month (£224.82 for 18 months). BT also can get unlimited anytime calls for £7 a month and pay line rental up front for a year costs £141 (11.75 per month). Can Plusnet beat that?

Re: What package should I be on?

James — Mon, 25 Nov 2013 16:26:37 GMT

Give our customer options team a ring.
I suspect we can come up with something to encourage you to stick around for a little bit longer.

Re: What package should I be on?

newagetraveller — Mon, 25 Nov 2013 16:30:32 GMT

"Can Plusnet beat that? " I'm sure they can.
Even if you are on a Market 1 exchange you will do better than BT with PN's unlimited and 'phone package.
Give Cust. Options a call as advised.
PN anytime calls is £5/month and LRS around £138/annum.

Re: What package should I be on?

gnicholson8 — Mon, 25 Nov 2013 16:34:50 GMT

Quote from: flodden
As BT have just announced a change in their prices I can cancel without charge. However they are offering unlimited broadband free for 6 months then reverts to £16 per month for remaining 12 months (£192 for 18 months). This works out cheaper than equivalent from Plusnet of 12.49 a month (£224.82 for 18 months). BT also can get unlimited anytime calls for £7 a month and pay line rental up front for a year costs £141 (11.75 per month). Can Plusnet beat that?

As the staff have said, call the customer options team HOWEVER, a simple look on the website they can certainly beat it.

Option 1
£14.50 a month line rental (with weekend calls)
£2.75 a month for unlimited broadband (for 12 months)
Total cost: £207.00 per year (Add £5.00 a month for anytime calls to UK landlines = £267.00)
Option 2
£131.88 up front line rental (no calls included)
£2.75 a month for unlimited broadband (for 12 months)
Total cost: £164.88 (Add £5.00 a month for anytime calls to UK landlines = £224.88)

Re: What package should I be on?

flodden — Mon, 25 Nov 2013 16:39:03 GMT

Thanks i was just reading up on it under phone packages. Only question would be what does the monthly broadband, line rental and call plan charges revert to after the 12 month period is up?

Re: What package should I be on?

gnicholson8 — Mon, 25 Nov 2013 16:45:42 GMT

Subject to PN not rasing the prices,
Line rental and the Plusnet Anytime are their standard prices (not special offer) and the Unlimited broadband goes from £2.75 a month to £9.99 a month (still cheaper than BT)
Also, I may be wrong (I'd need to check) it's either only a 12month contract, or 18months so after that period, find another cheap package

Re: What package should I be on?

spraxyt — Mon, 25 Nov 2013 17:03:14 GMT

… or alternatively, towards the end of your current contract call the Customer Options Team again to see what they can offer if you re-contract.

Re: What package should I be on?

gnicholson8 — Mon, 25 Nov 2013 17:17:05 GMT

Quote from: spraxyt
… or alternatively, towards the end of your current contract call the Customer Options Team again to see what they can offer if you re-contract.

Well yeah, saves creating a new account/new order. They're, from my previous experience with them, are very good at matching the offers to new customers.

Re: What package should I be on?

flodden — Mon, 25 Nov 2013 17:19:23 GMT

OK I will phone customer support but my concerns would be losing 1471 service from BT which gives last number called (they are starting to charge for 1571 voicemail so will cancel that anyway) and also any problems with the line i take it a BT engineer or BT test will still need to be done and will be charged extra for that? I dont really want to switch phone providers too often as they can muck up the billing at switch over. Also will my phone and broadband bills be available in one place and one bill via Plusnet or in two separate places and payments via Plusnet and Talk Talk? ie can i sort things out via one phone number or separate numbers for both phone and broadband?

Re: What package should I be on?

James — Mon, 25 Nov 2013 17:28:37 GMT

You should still be able to use 1471.

Re: What package should I be on?

spraxyt — Mon, 25 Nov 2013 19:49:46 GMT

Quote from: flodden
OK I will phone customer support but my concerns would be losing 1471 service from BT which gives last number called (they are starting to charge for 1571 voicemail so will cancel that anyway) and also any problems with the line i take it a BT engineer or BT test will still need to be done and will be charged extra for that? I dont really want to switch phone providers too often as they can muck up the billing at switch over. Also will my phone and broadband bills be available in one place and one bill via Plusnet or in two separate places and payments via Plusnet and Talk Talk? ie can i sort things out via one phone number or separate numbers for both phone and broadband?

The suggestion has been to contact the Customer Options Team to discuss offers rather than Support. The Customer Options Team (also known as the Cancellations Team) are on 0845 140 6002 or 0330 123 9197 (or 0800 432 0200 and select the appropriate option). They are available Monday to Friday 9.00am - 8.00pm (except Bank Holidays) and Saturday 9.00am - 5.30pm.
Once Plusnet have taken over the phone service, your line rental and call charges will appear on the same invoice as your broadband. Should a phone fault develop you report it to Plusnet on 0800 432 0200 as with broadband and they will test your line and deal with it at no cost to you (subject to doing the internal checks). Should an engineer be needed to fix the problem it will be the same BT Openreach engineers who attend, but there will be no need for you to contact BT at all. (in case you get the impression a middleman is being introduced if you move phone to Plusnet, not so; line rental with BT is actually with BT Retail, and they contact BT Openreach. So a middleman is still involved.)

Re: What package should I be on?

flodden — Mon, 25 Nov 2013 21:00:02 GMT

Thanks for clarification. One thing that would make me go with BT is the added TV option of a YouView Box and BT Sport, as I have a Top Up TV Box which no longer works in terms of recording from the channel guide as they ceased trading on 1 Nov. I dont have Sky (and dont want a dish) so cant get BT Sport via Plusnet, but in the email on 20 Nov it said Plusnet is about to anounce something for non-Sky users. I would have to cancel my BT phone this week in order to avoid a fee, so not sure I can wait for the Plusnet announcement, will phone Customer Options tomorrow to see if they can shed any light.

Re: What package should I be on?

flodden — Tue, 26 Nov 2013 10:58:52 GMT

Phoned Customer Options, told no further TV deal dates set yet for Plusnet unfortunately. Offered 2.75 per month unlimited broadband for 12 months as per web site if bundle with phone (although i had to mention the Line Rental Saver deal option), but I know if you go via GoCompare you can get 1.99 a month but only if new customer to Plusnet and told i couldnt have that. I dont like that a new customer can get a better deal than an existing customer of 9 years like myself. Banks also use this tactic and it just backfires making existing customer leave to get a better deal as a new customer elsewhere. Never understood the logic in it. Also noticed if i log into my account and want to switch online via Plusnet web site im not offered any deals just standard rates.
I have asked for my MAC key (which takes over 24hrs to be sent!) so im in position to leave. Also just found out BT owns Plusnet as of 2007!

Re: What package should I be on?

Pettitto — Tue, 26 Nov 2013 11:10:38 GMT

flodden,
I'm sorry that you're thinking of leaving us and that the offer our Customer Options Team haven't been able to offer you a deal which suits.
Your MAC Code should be with you within the next 24 hours - if there is anything we can do to help in the meantime though, please do let us know.

Re: What package should I be on?

gnicholson8 — Tue, 26 Nov 2013 13:27:16 GMT

Quote from: flodden
Phoned Customer Options, told no further TV deal dates set yet for Plusnet unfortunately. Offered 2.75 per month unlimited broadband for 12 months as per web site if bundle with phone (although i had to mention the Line Rental Saver deal option), but I know if you go via GoCompare you can get 1.99 a month but only if new customer to Plusnet and told i couldnt have that. I dont like that a new customer can get a better deal than an existing customer of 9 years like myself. Banks also use this tactic and it just backfires making existing customer leave to get a better deal as a new customer elsewhere. Never understood the logic in it. Also noticed if i log into my account and want to switch online via Plusnet web site im not offered any deals just standard rates.
I have asked for my MAC key (which takes over 24hrs to be sent!) so im in position to leave. Also just found out BT owns Plusnet as of 2007!

You're kidding me, REALLY... you think you'll be able to find anyone with a better deal with £2.75 a month for unlimited broadband?
Yes PN is owned by BT Group, Trust me I would NEVER EVER used BT however as PN is operated separately you don't get the shocking service BT give.
I do think you're making a mistake not taking up on the PN offers available, but that is your choice.

Re: What package should I be on?

flodden — Tue, 26 Nov 2013 13:53:30 GMT

You seem to be very very pro-Plusnet, and dont explain why you are so anti-BT, but there are plenty of people on this forum complaining about Plusnet's service so it swings in roundabouts.
I've never had a problem with BT when it comes to the phone (but did have issues with Talk Talk when i switched to them for a short time many years ago). BT also answer the phone quicker than Plusnet. Ive always been a Plusnet internet user and have never had any major issues other than Net going down every now and then or slowish speeds, but dont know if i can lay the blame entirely at them. I think all big companies have issues. Ive been on an uncompetitive internet rate from Plusnet, as i haven't switched my phone over. I know that switching billing systems can be a nightmare, so dont want to do it very often. I feel switching ISP is easier than switching phone. BT have the TV deal thats the attraction. To buy one of those YouView boxes on its own (outwith a broadband provider) costs near to 200 quid and you dont get BT Sport. Plusnet are behind the game when it comes to TV. With Top Up Tv going down they have missed an opportunity to take some of those customers, like myself.

Re: What package should I be on?

gnicholson8 — Tue, 26 Nov 2013 14:22:38 GMT

Okay, let me explain it fully then......
I was with BT for years and years growing up (I dealt with it all on behalf of my mother) and it was the most appalling service I have ever received, we had issues with them from day one with the broadband and phone lines, noise on the line, slower than advertised speeds etc and basically they did nothing about it. The customer services then by an accident over charged my brother over £200 which took almost six months for them to return.
At this time I vowed NEVER to use BT again.
I moved up to Scotland and took over my (then GF, now Wifes) ADSL contract with Orange, I used a lot of bandwidth but it was an unlimited package. HOWEVER, this was when FUP was all the rage so we got nerfed on our speeds and threatened with extra charges so I hunted for a new ISP.
This was 2005 and I joined up with PN for phones and broadband, three things stuck out for me with them when I signed up.
- Truely unlimited broadband (however traffic management is implemented, I didn't mind this)
- Local (UK based call centres)
- 24 hour support
Back then, hardly anyone offered these features and I signed up straight away, I stayed with them till I moved down south in 2012, Six-seven years of PERFECT service. I had problems occasionally (due to living on an island on the coast of Scotland) and even called them at 03:00am, got through straight away and got great support.
Once I moved down here I was with Sky for 18 months, It was good but when I moved house they messed up badly so now as Plusnet were offering Ulimited fibre again I joined up with them once again... That was back mid October.
So I had lots of problems wiht my Install (read my posts) However they would've happened whether I was with Plus.net or not as it was BT Openreach faults. I feel that Plus.net handled the issues perfectly and tried their hardest to fix the problems (and they did) I don't believe other ISP's (especially BT Retail) would've fixed the issues as promptly or even helped me as much.
So yes, Plus.net at present do have call wait time issues, They don't even deny it. but they are opening a second call centre and are trying there hardest to fix these issues.
If you look at the complaints around here, I would say the majority actually stem from BTOR problems and not PN directly. However PN are the ones in the firing lines for it.