topic Re: Taking new Fibre contract in Plusnet Feedback

Taking new Fibre contract

Matthon — Mon, 29 Feb 2016 12:26:03 GMT

Having been with Plusnet for many years as a rural customer I have finally been able to upgrade and agree to a new 18month contract.
Having done this I am disappointed to see that FREE 18 month broadband is offered to new customers signing 18 month contracts with telephone line.
I feel this is extremely unfair to long term customers.

Re: Taking new Fibre contract

gleneagles — Mon, 29 Feb 2016 15:03:51 GMT

I agree it's unfair but they do that to attract new customers.
The daft thing about it is that you could have got a better deal with another provider and when that contract expires return to PN as a new customer and get the deal offered.
I am not sure how long you have to be away for to be classed as a new customer perhaps PN could let us know ?

Re: Taking new Fibre contract

Matthon — Fri, 04 Mar 2016 17:46:23 GMT

It is blatant discrimination against their loyal customers and would be illegal in any other walk of life.
Be nice if they fronted up and answered this themselves. Funnily there is no email address to question them directly. Online not available, only by
phoning (with the hold time) and then you get someone who does not have the authority to answer fully.

Re: Taking new Fibre contract

Oldjim — Fri, 04 Mar 2016 17:50:46 GMT

Since you posted this in the Fibre Board I would assume that you agreed a deal for fibre and the free deal is for ADSL so isn't a valid comparison

Re: Taking new Fibre contract

Anoush — Fri, 04 Mar 2016 18:05:46 GMT

Hello there. Sorry you're not happy with the price of your new fibre contract. If you call our customer options team (0800 013 2632), they should be able to offer you other deals (providing you're still within your 14 day cooling off period). They're open 0800 to 2000 Monday to Friday and 0900 to 1800 at the weekend.
Hope this helps

Re: Taking new Fibre contract

Matthon — Fri, 04 Mar 2016 19:00:30 GMT

Oldjim.This is the phrasing of the advert pasted below. The ad was for Fibre and certainly didn't exclude it.
Anoush. I'm unhappy that you see fit to give new subscribers 18 months free for the same contract. The price is irrelevant,
18 months
FREE
broadband
then from
£9.99
a month*
+£16.99 monthly line rental
◊Unlimited Broadband with
unlimited
monthly usage up to
17Mb
download speed Perfect for everyday web browsing, uploading & sharing content and basic streaming.

Re: Taking new Fibre contract

ITWorks — Fri, 04 Mar 2016 19:12:50 GMT

Hi Matthon
That advert is for adsl not fibre .
The current fibre offerings are from £5 a month for 6 month (40/2) or from £10 a month 6 months (80/20), 18 month contract
https://www.plus.net/home-broadband/fibre/
Kind regards
Mike

Re: Taking new Fibre contract

Mayfly — Sat, 05 Mar 2016 07:42:29 GMT

As I see it, it's swings and roundabouts.
I've been with PN since '09 and I got a deal back then when I joined from MAAF [albeit not as good as they are now] but I'm betting it was at the expense of longer term members even back then, just as the offers are now.
I don't necessarily agree with the offers but it is the same for all.

Re: Taking new Fibre contract

PeeGee — Sat, 05 Mar 2016 09:03:10 GMT

I have the same sentiments as Mayfly.
However, when switching to fibre, I was offered an 18 month deal that was better than the new user 12 month deal plus 6 months standard payment. I again contacted the Options team 6 months later when adding PNTV and got the fibre deal extended (making it 24 months total) and a good 18 month discount for taking PNTV (plus a totally free 2704n, though I said I did not want one*).
I don't think a new customer could have bettered what I was offered by much - if at all.
Phil
* It did, however, come in useful proving my router had a fault which made a few sites near unusable after the change to fibre. However, the 2704n was locked down too much for my liking, so I got my own modem-router, with the ECI modem and 2704n as emergency backup

Re: Taking new Fibre contract

PeterLoftus — Sat, 05 Mar 2016 09:32:25 GMT

Quote from: Matthon

I feel this is extremely unfair to long term customers.

Is that hyperbole or just touting for extra discount?
The world has moved on and Plusnet has joined the mainstream. Their income is based around the mean income from the total customer base. They can only offer the joining discounts by keeping existing customers relatively high. If price is that important to you you will have to consider moving I'm afraid
Are you out of your cooling off period?

Re: Taking new Fibre contract

Annie — Mon, 07 Mar 2016 14:04:19 GMT

Matthon. I feel your pain. I've been a customer for 16 years and I've had a technical issue which hasn't been resolved for 2 1/2 weeks. I posted my plight in the feedback forum, didn't use bad language but am rightly annoyed. Then I got an email to say my topic is locked. I have to say I'm absolutely flabbergasted that I should just be shut up in this way by a moderator without any effort to resolve my issue or address my feelings about customer loyalty.
I'm actually not one of those peope who usually complain, am always curteous in the forums and this treatment has just cemented my, already unhappy (no, I'd say disappointed and disenfranchised) feelings.
PS. Plusnet have now added to my topic but I'm unable to respond because the topic is locked. Unbelievable!

Re: Taking new Fibre contract

anniesboy — Mon, 07 Mar 2016 17:18:33 GMT

I have been a Plusnet customer since 2011, I upgraded to fibre in 2013.
I recently logged a fault which was resolved, at the time I enquired about having a Home Hub1.
I spoke Customer Options and by agreeing a new 18 month contract I got the HH1 for cost of P&P and reduction in my monthly cost.
If you dont ask you wont get.

Re: Taking new Fibre contract

Annie — Mon, 07 Mar 2016 17:22:45 GMT

I did ask and was only offered the 2704n. They were adamant they weren't going to send the newer model.

Re: Taking new Fibre contract

anniesboy — Mon, 07 Mar 2016 18:22:04 GMT

Did you ask Customer Options ? And agree a new contract.

Re: Taking new Fibre contract

Annie — Mon, 07 Mar 2016 19:29:23 GMT

My contract isn't up until July. My router went wrong as a result of a firmware update which I neither asked for or wanted. The problem is endless IP conflicts and being unable to connect to my devices.

Re: Taking new Fibre contract

Matthon — Thu, 10 Mar 2016 23:37:11 GMT

My thanks to all those who have replied on this thread. I will be ringing Plusnet tomorrow( assuming I can get through) to discuss this.
I.T.Works. Nowhere on the ad does it say ADSL. Furthermore the link you posted for fibre was for the high speed version, not the low speed rural version
that my address allows me. Hence my irritation at the ad.

Re: Taking new Fibre contract

Minivanman — Fri, 11 Mar 2016 14:58:07 GMT

Sky television run the same wheeze, we just phoned to cancel and the price was put down to the same as that for a new subscriber. Had the same attempted 'con' last year with plusnet - same process, same result. It's all about an acceptable 'churn rate' I was told, the ration between those the join and those that leave.
Makes us all feel like cattle I'm sure.

Re: Taking new Fibre contract

Matthon — Fri, 11 Mar 2016 16:00:21 GMT

LATEST
Having got through to the support team (only 2-3 minutes holding) and reported my abysmal broadband speeds I was informed that I don't have Fibre.
I had been sold Fibre on a line that does not support it (although the Plusnet Postcode search says it is available). Awaiting an explanation of how this happened as it could happen to others!
I have been given the 18month free ADSL that was apparently the offer despite no mention of ADSL in the Ad.
I am satisfied with the result but unhappy about my Broadband speed, 2.8/ 0.8

Re: Taking new Fibre contract

Darkfire — Fri, 11 Mar 2016 17:03:07 GMT

Hi Matthon,
Just saw this thread so decided to take a look for you,
It seems Fibre is available in the area but capacity is full so this cannot be connected at this time, when the Fibre was requested, this will have been showing as available for our systems to allow an order to go through to BT Wholesale however looking at things now Fibre is showing as on a waiting list for your area indicating a capacity issue.
We should be able to provide Fibre once more capacity is added to the exchange however

Re: Taking new Fibre contract

gofaster — Fri, 11 Mar 2016 17:12:49 GMT

The advert didn't mention Fibre either.

Quote
18 months FREE broadband then from £9.99 a month* +£16.99 monthly line rental
◊Unlimited Broadband with unlimited monthly usage up to 17Mb download speed

The "Up to 17Mb" is a bit of a give-away that it is ADSL
If you check out the available packages they are:
Unlimited
Unlimited Fibre
Unlimited Fibre Extra
The advert just says "Unlimited". No fibre, no extra.