topic Re: Rolling contracts in Plusnet Feedback

Rolling contracts

beltanefire5 — Sun, 01 May 2016 14:59:06 GMT

Has anyone else been caught out by the end of contact surprise. My contract of 2 years ended but as with most people I expected that I would be contacted about resigning or to discuss details Not so with PlusNet they just whacked extra charges on my bill and when I asked about this was told they would of mentioned this 2 years ago at the3 start of =the contract. How many of us remember something mentioned 2 years ago .Would it be too much for PlusNet to send out an e mail to remind you???? O r is it a deliberate ploy to make some extra money I was lucky as I was in the UK and have noticed the rise in bill. I dread to think if as happens I was away in Africa out of internet contact how many months of this large extra cost would go out of my account So much for customer service!!!

Re: Rolling contracts

shutter — Sun, 01 May 2016 15:15:32 GMT

Does seem a bit "off".... especially when they send out a "reminder" about them taking the payment every month...

Not sure if that is a reminder,..... "just to let you know".... or a WARNING... to make sure you have enough in your bank account to cover it...

Re: Rolling contracts

Anotherone — Sun, 01 May 2016 17:37:24 GMT

Actually that's a good point shutter

Welcome to the forum @beltanefire5

Did you notice the increased cost because it came out of your bank account or notice it in the reminder email? If you didn't get an email reminder, check your email address is up-to-date here.

Because the system knows your contract has ended, you'd have thought they would have used that to generate an automated email message about that, and the new costs

Re: Rolling contracts

rongtw — Sun, 01 May 2016 18:04:21 GMT

Eventually ,, member center is Very SLOOOOOOOW tonight and it took ages to find where my present contract length is hidden Only way to find it was to click Product change ?? why not put renew date on my account setting ?

Anyhow i check i have 3 month left so i hope they send me a Email to remind me !

Re: Rolling contracts

Anonymous — Sun, 01 May 2016 18:20:18 GMT

@Anotherone wrote:

Did you notice the increased cost because it came out of your bank account or notice it in the reminder email?

Assuming the "reminder email" you are talking about is the monthly Billing Notification (which arrives 3 days prior to payment) that email DOES NOT state what the charges will be, however the "Billing Notice" (Invoice) which arrives after payment is taken, does.

I agree that it would be preferable if an email was sent to notify when special/introductory discounts are coming to an end, and preferably a few weeks before the last billing at the special/introductory rate so that there is enough time to renegotiate the future re-contract (or otherwise).

Re: Rolling contracts

Townman — Sun, 01 May 2016 19:01:05 GMT

Well thank you all - prompted by this topic I have just checked and I found that my contact ends 28th of this month.

No reminder yet - will have to contact COTS and see what they'll do to keep me under-contract!

Re: Rolling contracts

Anonymous — Sun, 01 May 2016 19:38:21 GMT

Who would be your first choice destination ISP (and package) if the Plusnet retention offer isn't good enough ?

Re: Rolling contracts

Townman — Sun, 01 May 2016 20:32:14 GMT

Have not thought that far out of the envelope!

I'm working on the basis that I will get an acceptable deal!

Re: Rolling contracts

jab1 — Sun, 01 May 2016 20:55:35 GMT

Don't know if this will help anyone, but with all my service providers (power/insurance/ISP &c), I keep a copy the email in a special folder AND have a 'sticky' set to pop up 3 or 4 weeks before the contract end, which serves to remind I need to do something ASAP.

Re: Rolling contracts

Anonymous — Sun, 01 May 2016 20:57:17 GMT

@Townman wrote:

Have not thought that far out of the envelope!

I'm working on the basis that I will get an acceptable deal!

Don't you think you can negotiate a better deal if you have the details of a far better deal elsewhere ?

I'm wondering what Plusnet will offer when my local fixed-wireless ISP finally installs a local wireless repeater, as Plusnet will have to try and match a package with NO MONTHLY LINE RENTAL !

Re: Rolling contracts

Chris — Mon, 02 May 2016 08:24:46 GMT

We'd give the best deal we could, sometimes we simply can't match others out there though.

Re: Rolling contracts

Anonymous — Mon, 02 May 2016 08:57:36 GMT

I find it disappointing that Plusnet are unable to request that "their supplier" upgrade my exchange.

Being on 6.8Mpbs 20CN ADSL and sharing the connection between four people is getting unbearable.

BDUK say my exchange might be upgraded in two years time, but no plans for my EO line.

I'm being forced to look at alternatives like fixed-wireless because ADSL speeds are intolerable.

If Plusnet 80/20 fibre was available, I would sign-up today.

If Plusnet didn't charge the Market-A line premium, I would consider adding a second ADSL line.

Even an upgrade to 21CN would be enough to make me stay, but no sign of that either.

When fixed-wireless does arrive, I'm faced with a difficult decision having been with Plusnet for 17 years.

Re: Rolling contracts

beltanefire5 — Mon, 02 May 2016 10:00:22 GMT

They told me categorically they do not send reminder e mails The choice is they put you on nasic charge (high) or cut you off

Re: Rolling contracts

beltanefire5 — Mon, 02 May 2016 10:13:17 GMT

THEY DONT SEND REMINDERS that's the whole point of my complaint They said they told me 2 years ago at the start of the contract (allegedly) that it is the clients responsibility to check and contact them for a new deal Now Im stuck with a £50-60 a month charge

Re: Rolling contracts

rongtw — Mon, 02 May 2016 10:14:04 GMT

So If i forget my contract has ended would PN contact me or just continue taking payments ?

PN staff care to answer

Re: Rolling contracts

Chris — Mon, 02 May 2016 10:16:30 GMT

When your contract/discount ends you'd move to the standard price for the product (which you would have been made aware of at the start of the contract). We don't normally contact people about this.

Re: Rolling contracts

rongtw — Mon, 02 May 2016 10:30:55 GMT

So as OP said you will just remove discounts and put me on the standard contract price without any consent ?

Personally i would say this is very bad customer service

And as OP said i myself would find it hard to remember what was said over a phone call 18 month ago !

My mobile provider O2 i have 3 mobiles regularly send me offers for updated contracts when one is close to its end so why cant PN ?

Re: Rolling contracts

Townman — Mon, 02 May 2016 10:38:59 GMT

Consent was given when the contract was entered into. "£X for y months then £z there after" simples!

Is you remembering any different to you remembering when your mot is due?

I think you'll find that those industries which aggressively offer new deals in the closing weeks of your existing contract are all fixed term contracts. When the contract finishes, the service ceases. PlusNet's model is an introductory offer to a rolling contract having a minimum (not fixed) term.

Re: Rolling contracts

Anonymous — Mon, 02 May 2016 10:56:49 GMT

rongtw wrote:

i myself would find it hard to remember what was said over a phone call 18 month ago !

You would also have received all the details in a confirmation email, at the start of any new contract period.

Re: Rolling contracts

rongtw — Mon, 02 May 2016 11:16:11 GMT

Townman ,, whats a MOT i dont ever check for it ,, i dont have a car

While i agree with what you say , i am not on a introductory contract , i have been here since 2010

But i would have prseumed that PN would like me to stay , so offer some incentive for long standing customers rather that just pop me on a standard contract if i dont do anything ,, or at least keep me on the present contract price