topic Re: Renew Package??? in Plusnet Feedback

Renew Package???

keithm — Sun, 04 Mar 2018 21:37:06 GMT

Joined plusnet just under 12 months ago on a great package for unlimited fibre. I knew after 12 months the price would more than double so at 11 months in, l trawled and found Vodafone offering an incredible 18 month deal. Rang Plusnet to haggle but got the message, 'Now closed, ring back tomorrow'. So I signed up for Vodafone. Now what I find amazing is that Plusnet have not been in contact to tell me my deal is coming to an end and we can offer you....... I now have 3 days to the transfer date to Vodafone and Plusnet have still not been in contact to even acknowledge that I am transferring to another ISP. Vodafone communication had been excellent, router arrived and just had another email confirming the transfer date. Still nothing form Plusnet - quite strange really and I am not sure I am a valued customer anymore. Anybody else had this unusual silence from Plusnet when they are losing custom?

Re: Renew Package???

Mav — Sun, 04 Mar 2018 21:45:24 GMT

Moderator's note by Mike (Mav): This thread is now in the appropriate board.

Re: Renew Package???

Browni — Sun, 04 Mar 2018 22:23:30 GMT

I think you'll find that Plusnet are prohibited to contact you once you've initiated a move elsewhere, just another one of these silly OFCOM rules.

Re: Renew Package???

keithm — Sun, 04 Mar 2018 23:38:21 GMT

Plusnet sat still. I didn't.

Re: Renew Package???

keithm — Sun, 04 Mar 2018 23:40:14 GMT

They didn't even contact me before the initiation. Their loss I guess.

@Browni wrote:
I think you'll find that Plusnet are prohibited to contact you once you've initiated a move elsewhere, just another one of these silly OFCOM rules.

Re: Renew Package???

Browni — Sun, 04 Mar 2018 23:51:11 GMT

It's possible that you chose not to receive marketing communications from Plusnet when signing up.
Anyway, good luck with Vodafone, you'll need it.

Re: Renew Package???

keithm — Mon, 05 Mar 2018 00:04:56 GMT

I must admit I am a bit of a hopper myself but so what, the ISP's encourage you to do this because of the deals they offer. Keep hopping for the best deal, is my motto.

Re: Renew Package???

keithm — Mon, 05 Mar 2018 00:11:18 GMT

I'll let you know. So far, can't fault them but it is early days yet. When I'm connected or if I'm connected will be the true test but maybe it's worth the £150+/yr saving to find out.

Re: Renew Package???

Browni — Mon, 05 Mar 2018 01:49:09 GMT

@keithm wrote:

I must admit I am a bit of a hopper myself but so what, the ISP's encourage you to do this because of the deals they offer. Keep hopping for the best deal, is my motto.

Nowt wrong with that, loyalty is a thing of the past and the ISP's have brought that on themselves.

Re: Renew Package???

Jonpe — Mon, 05 Mar 2018 20:35:36 GMT

I thought your existing ISP (PN in this case) had to contact you to let you know another ISP (Vodafone in this case) was taking over your service(s). This is why it can never take less than about two weeks to migrate; if PN haven't heard from you after ten days, they have to allow Vodafone to take over as your ISP. This system is designed to stop so-called slamming.

Re: Renew Package???

keithm — Mon, 05 Mar 2018 22:05:43 GMT

I thought so to but nothing at all from PN and transfer is set for Wednesday. I may call PN Tuesday to make sure it's going to happen. My last transfer was from BT and they contacted me the day after I put my order on PN.

Re: Renew Package???

keithm — Tue, 06 Mar 2018 08:55:23 GMT

Called PN to ask if they were aware I was transferring my service to another provider tomorrow. After some time they stated the order was in place but they would not acknowledge the transfer until it was actually completed. What use is that? Surely they would give you the opportunity to change your mind with some gentle persuasion ahead of the transfer date. Quite odd really.

Re: Renew Package???

ITWorks — Tue, 06 Mar 2018 09:21:13 GMT

@keithm wrote:

After some time they stated the order was in place but they would not acknowledge the transfer until it was actually completed.

You have been told a load of rubbish, once you begin the transfer your old provider has to notify you of this ( to stop slamming)

What they can not do is make you an offer to stay once this process begins.

As per Ofcom rules; https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switching/switching-broadband-provider

Gaining provider led process

Once you have contacted your new provider to begin the switching process, both your new provider and the provider you're leaving must both send you a notification letter to inform you of the switch.

The letter from the provider you are leaving must include details of:

the services which are affected,
the services which are unaffected, and
any applicable early termination charges that relate to the services you currently take.

Re: Renew Package???

Gandalf — Tue, 06 Mar 2018 10:27:09 GMT

Sorry to hear you're leaving us and we haven't sent you any communication.

We'll raise this internally to look into.

Re: Renew Package???

keithm — Tue, 06 Mar 2018 11:13:46 GMT

I did a bit of digging and yes PN should officially notify me they acknowledge the services they are transferring to another provider so something definitely wrong here. Thanks to everybody, except PN for their input.

Pity really that PN let themselves down as I have had 12 months trouble free service and only leaving due to end of special price and moving onto another special price.

Re: Renew Package???

Jonpe — Tue, 06 Mar 2018 19:58:52 GMT

@ITWorks wrote:

What they can not do is make you an offer to stay once this process begins.

When I migrated from BT to PN I got several emails from BT urging me to contact their "specially trained team" on a special number. What other purpose could there be than to try to persuade me to stay with them?

Re: Renew Package???

keithm — Sun, 18 Mar 2018 21:42:34 GMT

I have now a message that they acknowledge I have left them. That's it. So far I can't fault Vodafone, the switch over was quick and I just carried out another speed check - 35.85 mbps download and 7.46 mbps upload. both faster than PL. Can't complain so far.

Re: Renew Package???

Townman — Mon, 19 Mar 2018 08:45:06 GMT

@keithm,

I recommend that you keep an eye on your Plusnet account and billing status.

You did not receive formal notice from Plusnet of the intent to transfer to Vodaphone at the start of this process. There have been other reports around here that after transferring to Vodaphone that Plusnet have continued to bill customers after transfer.

The migration process works like this...

The customer places service orders with a new supplier
The gaining supplier asks BTw / BTOR to take over the working line
BTw / BTOR tell the existing supplier of the intent to take over
The existing supplier contacts their customer advising of the intent to take over, offering the opportunity to prevent it (anti-slamming process)
The gaining supplier takes over the line
BTw / BTOR advise the loosing supplier of the transfer completion date
The losing supplier performs account closure termination processes

If for whatever reason the steps in blue do not happen, the losing supplier can be left completely in the dark about the migration - the service might well move successfully - but the losing supplier is entirely unaware and will keep billing unabated.

At step #4 the losing supplier is not supposed to try to inhibit migration or attempt to sell to retain the customer, but from experience, not all are so complaint, especially the one they had to name it twice.

Vodaphone have very recently re-entered the land line broadband market and there is some possibility that their line take over processes might not be giving rise to the proper notifications to the losing provider (in this case Plusnet) from BTw / BTOR. There have been a number of similar cases reported around here, but it is not yet possible to draw firm conclusions.

The SUs have this on our radar. If you do find that you have on-going billing from Plusnet, along with dealing with it, can you please drop a note back here so that we can follow this up. Thank you.