topic Re: Contract Length Mistake? in Plusnet Feedback

Contract Length Mistake?

StephenF — Fri, 02 Oct 2009 13:22:10 GMT

hi,
i have recently registered for plusnet unlimited, i read carefully through certain parts of the contract before buying, after click "Read More Info" on the plusnet unlimited package advertisement on the front page, then clicking "Plusnet Unlimited FAQ." i went to check to see how long the contract length is by clicking "How long do I have to stay with Plusnet for?"
i then read -
5. How long do I have to stay with Plusnet for?
If you leave Plusnet in your first 12 months after receiving a free set-up, router or house move, we'll charge you for these. If you remain with Plusnet for 12 months after receiving a free set-up, router or house move these charges will be waived. You can also choose to pay for any of these up front if you want more flexibility.

However, after registering to plusnet unlimited i have recieved an email saying i am now in an 18 month contract with them?
there must be some mistake or misleading information somewere down the line and i would just like somebody to clarify!
thanks

Re: Contract Length Mistake?

jelv — Fri, 02 Oct 2009 13:23:53 GMT

It changed very recently and looks as if the emails haven't caught up.

Re: Contract Length Mistake?

reserved — Fri, 02 Oct 2009 13:25:36 GMT

Changes come into effect on 22 October I believe.

Re: Contract Length Mistake?

James — Fri, 02 Oct 2009 13:26:50 GMT

Changes come in effect on October 22nd.
The new contract emails should be sorted as part of that work.

Re: Contract Length Mistake?

Oldjim — Fri, 02 Oct 2009 13:28:40 GMT

AFAIK the changes for existing customers come into effect from the 22nd Oct but for new customers they apply immediately.
However, as stated above, the automated emails haven't caught up

Re: Contract Length Mistake?

StephenF — Fri, 02 Oct 2009 13:48:56 GMT

so i can relax with the knowledge i am in a 12 month contract?
thank you for the awesomely quick responses.

Re: Contract Length Mistake?

James — Fri, 02 Oct 2009 13:56:10 GMT

No problem at all.
You'll essentially be on a monthly contract with deferred charges which would apply if you were to cancel within 12 months of receiving either a broadbvand activation, house move or a new router.

Re: Contract Length Mistake?

Oldjim — Fri, 02 Oct 2009 14:01:55 GMT

Slightly off topic - but I just thought of it.
What happens if you have two of the above - 24 month tie in or we don't let you do that

Re: Contract Length Mistake?

James — Fri, 02 Oct 2009 14:02:59 GMT

They're concurrent - although you won't be able to have a "free" house move in your first 12 months, just like it used to be.

Re: Contract Length Mistake?

StephenF — Fri, 02 Oct 2009 14:03:55 GMT

i am really suprised,
this is nothing against plusnet, i was really catious when picking a new ISP after being so badly ****ed over by tiscali with my gaming (which is what i mainly use the internet for.) and eventually decided and ordered plusnet.
however i carried on looking into it further to find that plusnet was part of BT, i was completely horrified to find this out as i have terrible experiences with BT and i wish there was more than 1 phone line provider in my area so i could avoid the ****ards completely!
so what i am suprised about, is that i am already seriously impressed with plusnet, and i havent even recieved the service switch over yet. no contract and deferring charges, as well as evenly spaced and fair bandwidth usage for non-llu based provider is simply great.
i hope my whole experience is as good!
thanks

Re: Contract Length Mistake?

James — Fri, 02 Oct 2009 14:05:10 GMT

We're an independantly run ISP.
Believe me, I've been here for best part of 6 years - our operation and call centres are completely separate. We are not the same company.

Re: Contract Length Mistake?

Oldjim — Fri, 02 Oct 2009 14:17:47 GMT

Thank God for that

Re: Contract Length Mistake?

reserved — Sat, 03 Oct 2009 08:52:09 GMT

I used to work for BT but now don't admit it to anyone I know

Re: Contract Length Mistake?

James — Mon, 05 Oct 2009 15:50:58 GMT

You kept that quiet!

Re: Contract Length Mistake?

reserved — Mon, 05 Oct 2009 16:26:54 GMT

It was a long time ago, when telephone exchanges consisted of a lot of noisy equipment going up and round

Re: Contract Length Mistake?

Myst — Wed, 14 Oct 2009 19:01:15 GMT

So until 22nd October the terms are 12 months, as i am in a similar position as the original poster having gone live today?

Re: Contract Length Mistake?

James — Thu, 15 Oct 2009 10:49:51 GMT

Yes.
Contract terms will change next Thursday.

Re: Contract Length Mistake?

jaydoubleyou — Sat, 24 Oct 2009 09:13:18 GMT

Does this apply from when the account was set up, or from when you go live? My account has not been switched over from my old ISP yet, but the account was created on the 21st of October, so will my contract length be 12 or 18 months?

Re: Contract Length Mistake?

jelv — Sat, 24 Oct 2009 09:18:05 GMT

The contract is 10 days so if you leave you don't have to buy out subscription for the rest of your contract. However if you didn't pay for migration up front (and hardware if you took any) you would have to pay for these if you leave within the first year.

Re: Contract Length Mistake?

smithg — Mon, 02 Nov 2009 11:55:12 GMT

A colleague of mine has finally switched to PlusNet broadband today (from dialup access with BT) and his e-mail still mentions 18 months. Surely it shouldn't take this long to fix an e-mail?