topic Re: new vs existing customers in Plusnet Feedback

new vs existing customers

stewarta13wsb — Tue, 02 Jun 2015 20:44:10 GMT

I think it was 2004 I joined Plusnet, added a few new users along the way too.
Fibre has finally reached the Highlands of Scotland and the best I can get is £20 odd vs list price of £22 per month. Imagine my disillusionment when I look at the offers page before I sign in to the members centre - just for new customers.
I'd be better closing my 11 year old account and opening one in my wife's name, or just go to BT for some huge 6-12 month savings.
I thought Plusnet were better than this

Re: new vs existing customers

Jaggies — Tue, 02 Jun 2015 20:57:05 GMT

I'm in the same area, and got a good deal for my Unlimited Fibre Plus by calling the Customer Options team on 0800 013 2632 or 0330 123 9197.
I would include the opening hours, but the pages which give these numbers say that the opening hours are on the Contact Us page. They're very well hidden...

Re: new vs existing customers

spraxyt — Tue, 02 Jun 2015 22:09:35 GMT

COT opening hours are
8am - 8pm Monday to Friday
9am - 7pm Saturday
9am - 6pm Sunday

Re: new vs existing customers

MatthewWheeler — Wed, 03 Jun 2015 10:26:43 GMT

As others have stated your best off speaking with our COT team.
I'm confident we can get something sorted for you.

Re: new vs existing customers

pwatson — Wed, 03 Jun 2015 10:46:49 GMT

As I've said before, it would be good if PN just sold 'honest broadband' ie fair pricing for all customers rather than resorting to offers. Clearly however it's a competitive market and one where you have to copy the tactics employed by others.
Making existing loyal customers call in to beg for new pricing isn't the solution however - Pro-actively offering them attractive renewal pricing when contracts expire would set PN apart from the competition and perhaps prevent churn?

Re: new vs existing customers

MatthewWheeler — Wed, 03 Jun 2015 11:53:37 GMT

We do contact some customers who are opted in to e-mail and telephone communications with offers and certain deals.
It depends on various things such as their market area, if fibres been recently enabled and coming up to the end of their contract.

Re: new vs existing customers

x47c — Wed, 03 Jun 2015 13:48:01 GMT

Quote from: pwatson
Making existing loyal customers call in to beg for new pricing isn't the solution however - Pro-actively offering them attractive renewal pricing when contracts expire would set PN apart from the competition and perhaps prevent churn?

With all due respect - this is how the rest of the world works outside the fluffy cosy regulated zone of the UK consumer buying stuff from places like Tesco.
In short if you don't; ask you don't get and if you do nothing expecting the world to beat a path to your door giving out things for no reason then you will be out of luck.
(That can also apply to getting pay rises!)
Suppose person A is prepared to pay rate X for their broadband - if upon renewal you proactively offer them a cheaper price then as they are unlikely to 'buy more broadbands' to compensate you for the reduced revenue from them then all you (plusnet) have done is just reduced your profit from them.
Now you say ah, but you have prevented them leaving - not necessarily so.
You may have prevented a very small number leaving but at a huge cost to your revenue base by given 'everyone' the price reduction regardless of their intention.
As we know most people really do have more important worries in their lives from children through problems with cars and houses to looking after elderly parents to be bothered about changing suppliers with all the aggro it entails.
So by only giving reductions to those who phone up and say "right we're off - up yours plusnet" you maximise the overall revenue earned across the entire customer base.
Yes there will be some who simply leave without asking - but frankly in mass markets where subscribers numbers are approaching a million are you bothered - no, you are not until the numbers silently quitting become significant.
Yes, this introduces the concept of people paying different amounts for the same service depending on many things or how much negotiating power they have - but again out there in the wide world that is how it works - indeed in another consumer area such price disparity between subscribers is regarded as 'normal' - that of the holiday and travel industry.
As I've said on here before in business, companies have entire departments focused solely on getting the best price out of their suppliers and evaluating options and alternatives to give them a better negotiating option. They certainly do not rely on being given the best deal each time by the supplier 'cos if that happened that could dispense with most of these purchasing and evaluation sections

Re: new vs existing customers

PeterLoftus — Wed, 03 Jun 2015 14:09:30 GMT

Sadly the OP is typical of the reticent Britain (or Scot) if I read his post correctly, member since 2004 and never rung the COT i do it at every opportunity and have never been disappointed yet. And I'm quiet happy with the price of my fibre upgrade

Re: new vs existing customers

tijara33 — Wed, 03 Jun 2015 16:59:24 GMT

Negotiating with PN via COT is no different from negotiating my Sky contract, car insurance renewal, home insurance..........ad infinitum. The occasional 5 minutes phone call saves me £100s per annum. Like Peter L, I am more than happy with the cost of my unlimited fibre.
Inertia can be extremely expensive.

Re: new vs existing customers

stewarta13wsb — Thu, 04 Jun 2015 16:35:49 GMT

Quote from: Matthew
As others have stated your best off speaking with our COT team.
I'm confident we can get something sorted for you.

Apparently not... the price went down to £18 odds but not for super speedy fibre and now I've got a copy of the ticket the contract has sneaked up from 18 months to 2 years.
Not really impressed when you look at the new business offers

Re: new vs existing customers

2u2me — Fri, 05 Jun 2015 04:01:23 GMT

Hia
If its a moan fair enough, if it was me then i would try one of the suggestions in your opening post
Regards

Re: new vs existing customers

amcclean — Mon, 08 Jun 2015 20:55:39 GMT

Where do we opt in or out of offers. I've been here for over ten years and would like a deal similar to new customers.
I called the team mentioned but was told no offer was possible until I was nearer the end of my contract even thought I offered to re contract.
I now have to wait until Oct or January, i can't remember which, before I can make enquires and ask again.
podman

Re: new vs existing customers

ITWorks — Mon, 08 Jun 2015 21:01:25 GMT

Quote from: podman
Where do we opt in or out of offers.

Communication Preferences
https://portal.plus.net/my.html?action=modifyMailOptions
Regards
Mike

Re: new vs existing customers

Oldjim — Mon, 08 Jun 2015 21:04:27 GMT

except you don't receive any

Re: new vs existing customers

amcclean — Mon, 08 Jun 2015 21:04:33 GMT

It appears that I have all the offers selected. Now if only I did receive a great loyalty offer as an existing customer.

Re: new vs existing customers

ITWorks — Mon, 08 Jun 2015 21:08:39 GMT

I have always found COT very good with offers , when near or out of contract
Regards
Mike

Re: new vs existing customers

amcclean — Mon, 08 Jun 2015 21:11:58 GMT

When is the best time for call COT. Shame to see that Oldjim who is well know on the boards has also never received any loyalty offer.
I'd call the COT team but at waiting times still at 40 mins + while they are open I don't want to waste my life to be told to go away again.
Is there a best time e.g 3 months before then end of current contract or can you call at any time during a contract and re contract?
Anyone give some suggestions please.

Re: new vs existing customers

ITWorks — Mon, 08 Jun 2015 21:20:40 GMT

I renew quite a few PN contracts a year
I mainly call them as soon as they open (8am), and ring within the last 30 days of the minimum term contract ending.
I am sure you be surprised what can be offered, if you are willing to take a 24 month contact for phone and broadband
Regards
Mike

Re: new vs existing customers

stewarta13wsb — Tue, 09 Jun 2015 07:55:35 GMT

Well I was certainly surprised too... by what wasn't offered!
Thought I'd try Sky to save some money for my fibre non-deal and got £10 off per month straight away - now that's retention Plusnet!!
dick:quote