topic Re: Customer Retention in Plusnet Feedback

Customer Retention

jafreer — Sun, 28 Dec 2014 16:13:28 GMT

Just off the phone with Plusnet and I have to say I am very sad that they are about to lose a long standing customer.
I want to move from ADSL to fibre and Plusnet want £17.50/month for up to 40Mb broadband and tie me in for 18 months.
BT, on the other hand, want £18.00/month for up to 40Mb broadband but only tie me into a 12 month contract AND give me BT Sport AND give me a £125 Sainsburys gift voucher.
I love Plusnet but it seems that the BT offer is considerably better. I do place a value on the great customer service that Plusnet provides, but this is a considerable difference. The £125 gift voucher gives me a fair chunk of my annual costs back, and BT Sport is included whilst Plusnet want some extra money for that too.
So MAC requested, and ready to move.
Plusnet - Is there any movement on your offer? I would like to stay - but I can't ignore such a difference in offers.
Thanks for any feedback.

Re: Customer Retention

Oldjim — Sun, 28 Dec 2014 16:23:42 GMT

Are you in a Market 1 or Market A exchange http://usertools.plus.net/exchanges/ as otherwise they aren't offering any discount on the full price which is ridiculous
If on Market 1 then to be honest you would be better off moving as I would never recommend Plusnet on a Market 1 exchange

Re: Customer Retention

Mayfly — Sun, 28 Dec 2014 16:35:56 GMT

Did you speak to COT? I was Mkt 1 and always got a good deal from PN admittedly it was a 2 year deal but I was fine with that.

Re: Customer Retention

jafreer — Sun, 28 Dec 2014 16:45:10 GMT

Yes, Market 1 Exchange. I thought it was the COT I was speaking to, but maybe (hopefully) it wasn't and they can do something.
The sad thing is, I would really like to stay with Plusnet, and if they could just move a little with the offer, there is a good chance it would be enough. I am not expecting Plusnet to send me a £125 Sainsburys voucher, but I am not made of money, and there is only so much extra I am willing to pay for Plusnet - and right now, BT is offering a significantly better deal.

Re: Customer Retention

Oldjim — Sun, 28 Dec 2014 16:58:54 GMT

The contact for COT is
0800 013 2632
0330 123 9197
8am - 8pm Monday to Friday
9am - 7pm Saturday
9am - 6pm Sunday
which is the same number you call to get a MAC

Re: Customer Retention

jafreer — Sun, 28 Dec 2014 17:11:58 GMT

Thanks for the numbers Jim.
When I called the main number, the options I went through were the "If you are thinking of leaving Plusnet. press..."
So I am assuming this was the COT team?