Cooling off period on broadband
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Cooling off period on broadband
30-12-2011 9:24 PM
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to think im booked to join them for phone line as well ! that wil certanly all depend on what they can offer me with this current situation..
i will be on the ph to them 8am on the 3rd, cant even book a return call to me ! apparently all calls are only incoming.. total frustration here
Re: Cooling off period on broadband
30-12-2011 9:47 PM
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You will get additional 80GB allowance for just £5 extra per month
Re: Cooling off period on broadband
30-12-2011 10:03 PM
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Re: Cooling off period on broadband
30-12-2011 10:08 PM
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Re: Cooling off period on broadband
30-12-2011 10:09 PM
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think that is my only option, take the upgrade route, just that cust services didnt want to talk to me about it as they cant handle these enquires ! madness
really doesnt instill confidence in them
Re: Cooling off period on broadband
30-12-2011 10:11 PM
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Re: Cooling off period on broadband
30-12-2011 10:14 PM
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right royal pain in the ar$e
maybe wil quit then, join BT fibre perhaps.. or back to BE.. guess im stuffed till i can talk to the 'team' on tuesday..
adie:Quote
Re: Cooling off period on broadband
30-12-2011 10:33 PM
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If you are still considering canceling anyway, then check your Account Summary for a list of cancellation charges that you will have to pay, that might change your mind
Re: Cooling off period on broadband
31-12-2011 8:04 AM
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Re: Cooling off period on broadband
31-12-2011 10:14 AM
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The obvious solution would be to ask new sign-ups whether they are migrating from an unlimited package, or are unsure of their monthly usage, then to sign those customers up by default for the "Extra" package for the first month. Then at/near the first billing date, if the new customer has used less than the "Value" allowance, firstly do a one time only "good will" refund of he difference between the "Extra" and "Value" cost, and secondly direct the customer to an appropriate page in the "MEMBER CENTRE" where they can choose which package they wish to continue on - with the hindsight and experience of a typical months usage.
This system would -
1) Allow informed new customers who know their requirements to choose their appropriate package as they do now, unchanged.
2) Give unsure new customers get better service in their first month without the panic of potentially huge bills for multiple £5 top-ups till month end.
3) Plusnet system wouldn't have to change from the existing upgrades on billing date schedule.
4) But would involve slightly more interaction by the support process in the first month - but happier sign-ups !
Re: Cooling off period on broadband
31-12-2011 10:29 AM
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However PN should update their systems to allow package changes at any time with pro-rate billing, this would solve a lot of issues.
Re: Cooling off period on broadband
31-12-2011 10:53 AM
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It isn't really Plusnet fault, but there are a lot of customers now trying to save money on their unlimited accounts migrating to Plusnet, but for some reason are unaware of their requirements, and sign up for the cheapest package then quickly run out of allowance - because they have never had the experience of limited capacity. I'm just saying that this problem keeps occurring and perhaps the first month of sign-up could be handled with less of a blunt approach.
Re: Cooling off period on broadband
31-12-2011 12:36 PM
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Quote from: purleigh While that is true, using your analogy, if you paid £10 for petrol then started driving but noticed the fuel gauge that you were using petrol too quickly, then you would go back to the petrol station and buy some more - but you wouldn't expect to then have to buy it in bulk and pay five times per litre as much as you did when you started your journey, and have to continue paying the much higher rate for the next month.
Just like a petrol gauge Plusnet offer a meter that clearly shows how much you have used, when you get to a point your options are take it easy, stop until next months allowance kicks in or pay more. It's all there in black and white and unlike most companies PN do not try and hide it in a mass of small print.
Quote from: purleigh It isn't really Plusnet fault, but there are a lot of customers now trying to save money on their unlimited accounts migrating to Plusnet, but for some reason are unaware of their requirements, and sign up for the cheapest package then quickly run out of allowance - because they have never had the experience of limited capacity.
Well more fool them for being lazy and not doing their homework, however if customers used and set correctly their Maximum extra monthly spend limit to zero and PN allowed customers to change packages mid month and bill pro rata when doing so oh and people used their allowance meter there really would be no issue!
Re: Cooling off period on broadband
31-12-2011 1:17 PM
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The complications of giving them the pro-rata allowance with the knock on in to the usage monitor and the usage watch would be horrible.
On top of that I know how I'd rate the chances of Plusnet getting the pro-rata billing right!
The only possibility I can see with a reasonable chance of it working would be a retrospective change. I.e. pay the full difference and give them the full 60GB allowance.
jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Cooling off period on broadband
31-12-2011 2:23 PM
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That way they get a full 60gb allowance from the time they request a change in package.
What sky did to me with the movies!
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