topic Re: Member Centre - Offers and Upgrades - incorrect prices when on Plusnet Unlimited without phone? in Plusnet Feedback

Member Centre - Offers and Upgrades - incorrect prices when on Plusnet Unlimited without phone?

snozboz — Sat, 19 Nov 2022 20:18:16 GMT

Hello.

Out of curiosity, I clicked "Offers and Upgrades" in the Member Centre website (having signed in).

I was surprised to find that my renewal price was £0.00 a month for an 18 month contract!
My current product "Plusnet Unlimited" showed the correct price of £12.74 a month, which is what I pay (before referral credits) but under "The finer details" it showed "Phone line included" - when I pay for BT Basic separately for my line rental.
Further down, the Broadband and Home Phone Packages, all 18 month contracts, also have ludicrously low monthly prices displayed: Unlimited Fibre Extra for £7.06 a month, and Unlimited Fibre for £0.81 a month - both with "Special Offer" labels. VERY special offers indeed! 😀
Under "The finer details", both these products also show "Phone line included" - implying to me that there is NO additional line rental fee to be added.
The asterisk next to the large prices refers to a note towards the bottom with the same asterisk - and this note only describes that the price increases every year in March by CPI + 3.9%. Neither the note, nor the page mentions anything that should be added to the large quoted prices. For instance, are the prices IN ADDITION to what I am already paying? Or are the prices IN ADDITION to a fixed line rental price?

It would seem that this page of the Member Centre has an error in it. See attached for screenshots.

Re: Member Centre - Offers and Upgrades - incorrect prices when on Plusnet Unlimited without phone?

Gandalf — Wed, 14 Dec 2022 14:41:10 GMT

Thanks for the feedback! Line rental should be in addition to the prices shown there.

From what I can see this is already on our radar (ref: SALES-8880) but cheers for the heads up still.

We're working to fix that as soon as we can.

Re: Member Centre - Offers and Upgrades - incorrect prices when on Plusnet Unlimited without phone?

snozboz — Thu, 15 Dec 2022 14:05:16 GMT

I thought you probably already knew about this, but glad to be of help. However, while I believe this is an error that everyone sees (everyone who already pays Plusnet for their line rental), it was also specifically an error for me - and I did NOT pay Plusnet for my line rental. As I said in my original post, I had my landline with BT Basic. So I hope that, in fixing the error, you will make sure that it gets fixed for people in my specific circumstances as well as the more general circumstances.

Re: Member Centre - Offers and Upgrades - incorrect prices when on Plusnet Unlimited without phone?

Gandalf — Thu, 15 Dec 2022 14:17:52 GMT

If you renew your contract with us you'll need to bring your phone line across to us as we don't offer broadband only packages, except for full fibre, so I suspect that's why it shows phone line included.

Re: Member Centre - Offers and Upgrades - incorrect prices when on Plusnet Unlimited without phone?

snozboz — Thu, 15 Dec 2022 14:34:56 GMT

Indeed. But the prices on that page don't include the cost of having one's phone line with Plusnet while the description and asterisked small print says that a phone line is included - whether you are a customer who already has their phone line with Plusnet, or as was the case for me, whether you are a customer who has their phone line with a different provider (due to historic/legacy products).

BTW, to save any potential for confusion, since my original post I have moved my broadband away from Plusnet to BT because I am eligible for BT Home Essentials which makes broadband and phone cheaper.

Re: Member Centre - Offers and Upgrades - incorrect prices when on Plusnet Unlimited without phone?

Gandalf — Mon, 19 Dec 2022 16:42:35 GMT

Should be fixed for everybody now, I've just tested things too.

Thanks again for flagging!