topic Re: Fake prices in Plusnet Feedback

Fake prices

ukguy1 — Tue, 02 Apr 2019 21:20:00 GMT

Has anyone noticed in "product change" in the members area anything similar to this:

"Out of contract price" £29.99 (includes line rental) - select

Call plans - select

Summary page broadband £15.99, line rental £18.99, talk eve/wkend 0.00, total £34.98

So how can the price be £29.99 inc line rental, that's fake.

Re: Fake prices

Mav — Wed, 03 Apr 2019 06:21:13 GMT

Moderator's Note(s)

Thread moved from Fibre Broadband to Plusnet Feedback.

Re: Fake prices

abails0105 — Wed, 03 Apr 2019 09:14:04 GMT

Hi @ukguy1, thanks for getting in touch.

Would you be able to provide a screenshot of this so we can look into this further for you.

Regards

Re: Fake prices

ScottStorey — Thu, 04 Apr 2019 08:03:31 GMT

Thanks for posting this !

I've just checked as my bill has gone up the last two months and I have the same!

According to the screenshot I should be paying £31.99, I've been billed £39.98 last two months.

When can I expect a refund for the difference for the last two months and for my next bill to be fixed?

Product change doesn't let me change anything as it's the same product.

Re: Fake prices

Jubby — Thu, 04 Apr 2019 10:34:43 GMT

Hi @ScottStorey,

Thank you for getting in touch.

After checking your account, I have created a ticket with an explanation of your bill as I'm afraid I can't provide account specific information on here. You can access it here and feel free to get back in touch if we can be of further assistance.

Thanks again.

Re: Fake prices

ScottStorey — Thu, 04 Apr 2019 11:17:20 GMT

Hi Lewis,
Did you look at the attached screenshot? Based on your reply it seems you haven't.

You've also provided no more information than I had already provided.

To summarise, I'm currently being charged £39.98, I've tried to change package, it gives me a price of £31.99 for out of contract, it won't let me change to this as it's my current package.

You are charging me £8 more for the same package, but you are forcing the higher price.

This isn't a customer options team problem to solve.

Plusnet keep getting pulled up for billing problems like this by customers, ASA and ofcom.

All I'm asking for is for you to charge me the price you are advertising to me.

Re: Fake prices

ukguy1 — Thu, 04 Apr 2019 11:40:30 GMT

Well said

Same here, I want charging the price shown, not the higher price. That’s fake advertising and if not sorted I’m reporting you.

I’ll get a screenshot too and upload

Re: Fake prices

ukguy1 — Thu, 04 Apr 2019 19:48:21 GMT

OK here's my screenshots

£29.99 is my "current product" which includes line rental (but I pay £34.98 )

If I "keep" that fake price, with no call package, my price on the next screen is what I'm paying.

Please adjust my account asap to £29.99 if that's what it should be, especially as new customers pay £23.50 and I've been with you over 15 years.

Otherwise I'm taking this further as this is fake advertising.

Re: Fake prices

Townman — Fri, 05 Apr 2019 11:34:28 GMT

@Jubby,

Whilst you cannot disclose account specific information you ought to be able to explain the generic principles of how / why people are being charged differently to what the product change journey reports ... and what can / cannot be done to rectify the perceived difference.

All of this hiding of issues behind a thin vail of DPA needs to cease please. It does not engender trust nor support learning and self help.

Re: Fake prices

ukguy1 — Fri, 05 Apr 2019 18:08:48 GMT

@ScottStorey

I'm on standard fibre, it offers me the upgraded fibre for £31.99, the ironic thing is if I select that to change package it lets me have it at £31.99

It's stupid as they charge me £34.99 for a lower package!!!

So the system thinks I"m paying £29.99 and offers me an upgrade which is cheaper than what I'm actually paying...

Definitely some dodgy pricing tactics going on, no point in me upgrading to fibre extra as we can't get faster speeds, but if I did upgrade I would actually save £3/month!

I'm not upgrading into a contract though as all this is very dodgy and my trust in Plusnet now has gone to rock bottom.

Re: Fake prices

ScottStorey — Mon, 08 Apr 2019 09:53:45 GMT

@Townman hope you are well.

To be clear, it's absolutely nothing to do with DPA and is a hiding tactic.

Attached is the content of the ticket and "confidential" information.

The superusers need to raise this again with plusnet as they are showing complete disdain for the community.

Moderator's note by Adie (Dvorak) amended attached image to remove CSA name as per Forum rules

Re: Fake prices

Townman — Sat, 06 Apr 2019 01:23:41 GMT

Hi Scott,

I completely agree with you. We have raised it before. A new team leader has just appear on the radar ... so I fired this question at him!!

Re: Fake prices

corringham — Mon, 08 Apr 2019 09:01:21 GMT

Has anyone seen an "out of contract price" on that screen that isn't £29.99? I have a different product, and that is the price displayed, but it seems strange that so many different product have the same out of contract price.

Re: Fake prices

ukguy1 — Mon, 08 Apr 2019 09:25:58 GMT

Yes, someone above has the extra package and pays £39, the out of contract price shows £31.99

Interesting as I see £29.99 (pay£34.99) and it offers me the extra at £31.99

Yet the guy above pays £39.

So it’s not just a static price coded into the page by mistake by the dev, it’s dynamic.

Re: Fake prices

corringham — Mon, 08 Apr 2019 09:43:09 GMT

That's interesting. I hadn't thought that it was a static field, but I did wonder whether the code was always referencing the same database entry regardless of product. It seems not, so it is a more substantive bug.

Re: Fake prices

ukguy1 — Mon, 08 Apr 2019 09:53:08 GMT

They might be the real prices, what the system says we should be paying and what we pay are fake inflated prices.
They know many loyal customers out of contract don’t check prices.
Mistake or intentional it needs sorting, they should honour the price shown as they advertised it.

Re: Fake prices

Warwick — Mon, 08 Apr 2019 12:24:40 GMT

Hi everyone.

Thank you all for your examples relating to this query, they have all been a great help for the operations team responsible for this area of our site during initial investigations.

We are sorry for the error that you are seeing with the advertised contract price. We are aware of this issue and currently looking into resolving this. We apologise for any inconvenience that this may have caused.

If you have any queries then feel free to continue to comment on this thread.

Regards,

Re: Fake prices

Townman — Mon, 08 Apr 2019 16:15:31 GMT

@Warwick

Thank you for the update.

Breaking news though ...

Another of the SUs escalated this topic on the 5th April - the issue had already been recognised by the incident management team (IMT). @JonoH though on leave on Friday had the priority raised.

We've just been advised that the source of the problem has been identified, a fix has been developed and is now completing testing. It will be released as soon as a suitable release slot can be identified.

Re: Fake prices

pjmarsh — Tue, 09 Apr 2019 16:15:48 GMT

I hear this has been fixed now. It's certainly looking correct for a couple of accounts that I've tried.

Re: Fake prices

ukguy1 — Tue, 09 Apr 2019 16:24:51 GMT

Yes it “sorted” on mine.

It now shows the inflated price we are paying. The covers blown now!

Shame that at no stage through any of this did Plusnet apologise.