Product upgrade wizard - how long to raise a ticket
Surely there will be some for of contact, to remind you of your rights under distance selling etc, statutory cancellation periods, and the minimum term of contract that you've committed to.
I can't imagine PN would simply process the change without reminding people of their rights, and clarifying what they have signed up to.
I can't imagine PN would simply process the change without reminding people of their rights, and clarifying what they have signed up to.
Hmm, so it seems that you could easily be an existing customer, who has signed up for a new product via the 'Change Product' link, and you would not at any time be made aware that your notice period had changed from 30 days to an 18month minimum term...
At least we know now how to leave with just 30 days notice if we want to. - Just point out the above and explain that you weren't aware of a new term, and PN didn't tell you, so it can't be upheld.
At least we know now how to leave with just 30 days notice if we want to. - Just point out the above and explain that you weren't aware of a new term, and PN didn't tell you, so it can't be upheld.
Time up 
Sorry got distracted
Anyway I went through an account change on our staging platform.
The contract length is given, in the terms and conditions when you have to state that you've read and understood them.
In my opinion it needs to be clearer so we'll look at getting that on the summary page too.
With regards to the notification, unfortunately I forgot that staging won't send me a confirmation email so I can't check that. However looking at your account Jim, it shows a closed ticket that you have requested the change and there is also a marker in our backend system to perform this change on the correct date.
Anyway I went through an account change on our staging platform.
The contract length is given, in the terms and conditions when you have to state that you've read and understood them.
Quote Plusnet Broadband price terms
1. All prices quoted in these Plusnet Broadband price terms include VAT except where it says otherwise.
2. All Plusnet Broadband options have a minimum period of 18 months, except Plusnet Pro which has a minimum period of 12 months. A new minimum period will apply to Plusnet customers who change to a Plusnet Broadband Products Family on or after 17th February 2009 unless the change relates to an offer in which case the offer minimum period will apply.
In my opinion it needs to be clearer so we'll look at getting that on the summary page too.
With regards to the notification, unfortunately I forgot that staging won't send me a confirmation email so I can't check that. However looking at your account Jim, it shows a closed ticket that you have requested the change and there is also a marker in our backend system to perform this change on the correct date.
Why is the contract length buried beneath phone terms and conditions (which have no relevance whatsoever)?
Having now had it pointed out to me, I can see it.
Could you just clarify a little more on how PN confirm to the customer that they have committed to the new contract, including informing them of their rights please.
As an aside:
Why hasn't anybody from Plusnet ever taken a look at the product change journey to make sure that the included hyperlinks work?
What happened to change control?
Having now had it pointed out to me, I can see it.
Could you just clarify a little more on how PN confirm to the customer that they have committed to the new contract, including informing them of their rights please.
As an aside:
Why hasn't anybody from Plusnet ever taken a look at the product change journey to make sure that the included hyperlinks work?
What happened to change control?
Chris,
I must be going blind - I could have sworn that I checked closed tickets and missed it completely
I must be going blind - I could have sworn that I checked closed tickets and missed it completely
