topic Re: Can someone explain this to me? in Plusnet Feedback

Can someone explain this to me?

warbleeder — Fri, 21 Nov 2014 19:30:36 GMT

soo... new customer
visits website to place broadband order and sees this
Up to 38Mb download speeds†
Up to 19.5Mb upload speeds
Wireless router included
UK-based customer support 24/7
Unlimited usage
Multi-award winning broadband provider
Activation included when you take phone - Save £50†
Plusnet Protect powered by McAfee included
Fix connection problems with our free help tool - Plusnet Assist
but when said customer enters postcode phone number and address this is what comes up

Unlimited Fibre Broadband
£14.99
Promotional discount (for 6 months)
- £14.99
Router P&P
£5.99
Line rental (First month)
£15.95
Installation charge
£49.99
Anytime (First Month)
£5.00
Voicemail (1571) (First month)
Included
Today's total
£76.93
so phone has been taken .... so this should void the installation charge but seems not?
customer dose have BT phone line (used to be with sky)

Re: Can someone explain this to me?

Chris — Fri, 21 Nov 2014 19:39:22 GMT

The activation and installation fees are 2 separate things. If you take fibre and phone we waive the activation fee, however an installation fee is still applicable depending on the results of a line check.

Re: Can someone explain this to me?

warbleeder — Fri, 21 Nov 2014 19:40:48 GMT

but the line is there so you want to charge for something installing that dose not need it

Re: Can someone explain this to me?

warbleeder — Fri, 21 Nov 2014 19:44:34 GMT

or are you now charging people to have fiber connected to their phone line?

Re: Can someone explain this to me?

MattyC — Fri, 21 Nov 2014 19:57:36 GMT

Quote
Installation charge
£49.99

This is only applicable if a brand new phone line needs installing (or if there's a ceased LLU line at the property).

Re: Can someone explain this to me?

warbleeder — Fri, 21 Nov 2014 20:00:44 GMT

sky use llu right?

Re: Can someone explain this to me?

Anotherone — Fri, 21 Nov 2014 20:45:02 GMT

Who is the line rental with, that's the important thing?

Re: Can someone explain this to me?

warbleeder — Sat, 22 Nov 2014 00:15:32 GMT

she pays it to sky with rest of bill

Re: Can someone explain this to me?

Anotherone — Sat, 22 Nov 2014 08:39:09 GMT

Well I don't understand that quote either because the Price Guide says LLU transfers are free.

Re: Can someone explain this to me?

Cruise85 — Sat, 22 Nov 2014 10:38:24 GMT

This seems odd, as the charge shouldn't be applicable in that case.
Could you possible DM me over the address details and I will look into this one for you and get you an update for Monday

Re: Can someone explain this to me?

warbleeder — Sat, 22 Nov 2014 11:26:26 GMT

doing that now

Re: Can someone explain this to me?

warbleeder — Thu, 27 Nov 2014 14:53:54 GMT

cruise can you shed any light for me please?

Re: Can someone explain this to me?

kitkatsox — Sun, 30 Nov 2014 16:40:56 GMT

I wouldn't bother don't expect those speeds and as for award winning customer service - I hope you like This is the way to Amarillo