topic Re: Returning Customer in Plusnet Feedback

Returning Customer

BB — Tue, 03 Dec 2019 18:44:42 GMT

I was a member previously for many years but had to cancel because of house moves.

I called today to renew and reap the benefits which I had previously.

Wrong, no goodwill , no previous referral allowance.

£50 for an engineer, £5-£10 activation fee. Missed the £75 cashback

14 days for line to be connected. I wanted it next week.

Anybody any ideas or suggestions because I am very disappointed.

Re: Returning Customer

Minivanman — Tue, 03 Dec 2019 19:19:00 GMT

Wait until Labour get elected and take advantage of free broadband for all?

🤣🤣🤣

Re: Returning Customer

shutter — Tue, 03 Dec 2019 20:49:55 GMT

@BB wrote:

Anybody any ideas or suggestions because I am very disappointed.

Just received the Martins moneysaver email.... he has a few.....

QUOTE FROM THE EMAIL

A whopping 11m are out of contract on broadband and line, and almost all hugely overpay. If that's you, we've a set of hot, short-lived promos that can save you £100s/yr. They include a pre-Christmas cracker from Vodafone, and we've not seen the 35Mb fibre speed it offers cheaper since May. (Links go via our Broadband Unbundled tool to check your eligibility, as deals are postcode-dependent. Plus you can use it to find alternatives.)

TOP DEALS FOR NEW BROADBAND & LANDLINE CUSTOMERS (1)
DEAL	EQUIV COST (2)	HOW IT WORKS
Shell 11Mb	'£10.74/mth' MSE Blagged	Ends Sun. Via this Shell link, you pay £16.99/mth over the 1yr contract and automatically receive a £75 bill credit within 3mths, making it an equiv £10.74/mth.
Vodafone 35Mb fibre	'£15.78/mth' or '£13.78/mth' MSE Blagged	Ends Fri. Via this Vodafone link it's £23/mth over 18mths and you automatically receive a £130 Amazon vch within 4mths. Assuming you'd have spent it anyway, it's equiv £15.78/mth. Vodafone pay monthly mobile customer? You can get the same deal for £2/mth less via the same link, with the same Amazon vch, making it an equiv £13.78/mth. Remember, you're NOT eligible if you also have Vodafone broadband.
TalkTalk 67Mb fibre	'£18.07/mth'	Ends Thu. You pay £21.95/mth for this 18mth TalkTalk contract, but you can claim a £70 Amazon, Argos or Tesco vch or a prepaid Mastercard. If you'd have spent it anyway, the price is an equiv £18.07/mth. But be warned, it's the worst rated of the biggies on service.

Re: Returning Customer

idonno — Tue, 03 Dec 2019 20:51:07 GMT

@BB Go searching...plenty of deals about, even post black Friday. From my experience, 14 days seems to be par for the course though.

Re: Returning Customer

Shep41 — Tue, 03 Dec 2019 22:32:35 GMT

Why on earth would you come back to this shower of [-Censored-]

Moderator's note by Dick (Strat): Avoidance of swear filter edited as per Forum rules.

Re: Returning Customer

shutter — Tue, 03 Dec 2019 22:17:43 GMT

@Shep41 If it`s that bad...... begs the question....

"Why are you still here ? "

Re: Returning Customer

Shep41 — Tue, 03 Dec 2019 22:19:00 GMT

I'm no longer a plusnet customer, I come here just for a laugh

Re: Returning Customer

Mav — Wed, 04 Dec 2019 06:26:21 GMT

Moderator's note(s):

Thread moved from General Chat to Plusnet Feedback.

Re: Returning Customer

daveplus — Wed, 04 Dec 2019 09:43:08 GMT

@BB

Hi. How long ago did you cancel your Plusnet service? I think that there is a minimum period that has to elapse before you can be considered a new customer.

Re: Returning Customer

BB — Wed, 04 Dec 2019 09:42:38 GMT

Hi, I cancelled over a month ago because at the time I did not have a permanent address to move to

Re: Returning Customer

daveplus — Wed, 04 Dec 2019 09:45:27 GMT

@BB Hi. I'm guessing that you would have to be gone for a lot longer than one month

Re: Returning Customer

BB — Wed, 04 Dec 2019 09:50:06 GMT

Not sure. But PN are not willing to show any goodwill, I had always found PN to be excellent without any problems

Re: Returning Customer

Townman — Wed, 04 Dec 2019 10:05:15 GMT

No, you can come back as a new customer straight away.

Re: Returning Customer

daveplus — Wed, 04 Dec 2019 10:10:26 GMT

@Townman @BB

In that case, try calling again but I would choose the thinking of leaving option. They mostly seem to more flexible!

Re: Returning Customer

Gandalf — Wed, 04 Dec 2019 16:14:59 GMT

Thanks for getting in touch @BB and welcome back.

Unfortunately we can't move referrals from one account to another unless we've made an error by closing an account and we've had to set up a new one. Regarding the engineer installation fee of £49.99, you'd have had to pay this even if you progressed this as a house move on your original account, along with a £65 house move fee.

While we'd have happily waived these fees by asking you to agree to a house move contract, these are actually generally more expensive than our new customer introductory offers. The timeframe for an engineer to activate your services would've been the same either with your previous account or the new one as that's due to the engineer availability of Openreach.

Finally with regards to the offer you've signed up on I believe you've spoken with us this morning and that's resolved now?

Let us know if you've got any further queries or concerns and if there's anything you'd need help with.

Re: Returning Customer

BB — Fri, 13 Dec 2019 22:25:52 GMT

Hi, Yes I have signed up but am not happy. I was told by [CSA Removed] that 27/12 was a fictitious date and that it would happen earlier. I was told that it would be resolved 12/12/2019. I have complained and basically got nowhere, just got fobbed off and told to ring various depts .No joy.

Never had any problems before.

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

Re: Returning Customer

MatthewWheeler — Fri, 13 Dec 2019 16:18:14 GMT

Thanks for your post @BB

I'm sorry to hear to you feel that way.

Unfortunately the appointment booked was the earliest available in your area at that time. Checking now shows the earliest available appointment as the 3rd of January 2020 so I'm afraid we won't be able to speed this up for you

Re: Returning Customer

BB — Fri, 13 Dec 2019 20:41:33 GMT

Still cannot believe how long it takes. In your ads you don't say it can take up to a month to get connected. Is it BT or PN that I am waiting for?

Re: Returning Customer

Gandalf — Fri, 13 Dec 2019 22:56:07 GMT

Hi @BB It'd be the engineer availability of Openreach I'm afraid. If you're unhappy with the date then you'd be free to cancel your order for a full refund at any point up to 72 hours before either your phone or broadband order completes.

However this would likely delay things as all providers bar cable companies such as Virgin Media use Openreach.

Apologies for the inconvenience caused.