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FIBRE CUSTOMERS READ - Bye plusnet

ByeBye
Grafter
Posts: 33
Registered: ‎07-04-2012

FIBRE CUSTOMERS READ - Bye plusnet

I am a user of Plusnet fibre pro 120GB
I wanted to see if plus net could offer any more than 120GB as I use netflix and don't see my family watching it between 12-8am. They could not help.
Anyway they want £121 as a termination charge for services rendered whilst in contract bla bla bla, which is fine only I was told £60 by [mremoved] of customer options. Called back to pay but was told nope they want £121. They didn't stick to what a bonified member of staff had said.
I was very annoyed but alas it happens and life goes on. Now heres the fantastic news...
SKY ARE LAUNCHING FIBRE OPTIC BROADBAND NATIONWIDE APRIL 12TH AND IT'S UNLIMITED, CHEAPER, NON-TRAFFIC CONTROLLED AND GOD DAMN AWESOME.
Delete this post plus net and it just looks bad, i'll happily swallow those charges now please  Cheesy
jim:csa
94 REPLIES
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Re: FIBRE CUSTOMERS READ - Bye plusnet

A quick check turned up this https://portal.plus.net/residential/faqs.shtml#cost
Quote
12. What contract and setup options are there?
Fibre broadband has an 18 month contract. Standard broadband comes with either a 12 month or a 'no annual contract' option:
Fibre broadband - 18 month contract: Comes with a wireless router (P&P £4.99). If you leave within 12 months, you must pay for the cost of the router (£40) and an early termination charge for each remaining month of your contract. Between 12 and 18 months, you'll just need to pay the monthly early termination charges
http://www.plus.net/info2/legal/price_guide.html
Quote
Fibre Early Termination Charges
The Plusnet Fibre service is subject to a minimum period of 18 months. The following monthly early termination charges apply for customers choosing to end their Plusnet Fibre service within the 18 month minimum period.
Table 9
  Monthly Early Termination Charge
Plusnet Value Fibre £4
Plusnet Extra Fibre £6
So a quick calculation gives the maximum total cancellation charge of £40 + 18 x £6 = £148 so the amount you are being charged depends on how much of the 18 month contract is left and whether there are any other deferred payments on your account
ByeBye
Grafter
Posts: 33
Registered: ‎07-04-2012

Re: FIBRE CUSTOMERS READ - Bye plusnet

Quote from: Oldjim
So a quick calculation gives the maximum total cancellation charge of £40 + 18 x £6 = £148 so the amount you are being charged is probably correct in accordance with the agreement YOU signed

Thanks Jim, at no point did I mention that i'm disagreeing with the terms and conditions I agreed to. In fact I was happy to pay the charges as lay out in the contract. Problem is JIM and it's quite a simple one, if YOU tell a customer the charges amount to X then it should really be honoured. If you can't honour what your staff say, especially staff who specialise in customer cancellation and options then you really shouldn't be communicating with the customer. OFCOM care greatly about what the customer is told especially in regards to charges and fees. You need to give the customer the correct info regardless of terms in place, if plus net communicate a charge it needs to be honoured, simple stuff really.
Anyway, please be well and I wish your company all the best with a 120GB package thats more expensive than both your sister company BT and SKY who both offer unlimited.
BT being traffic controlled and SKY being unlimited and uncontrolled.
ByeBye
Grafter
Posts: 33
Registered: ‎07-04-2012

Re: FIBRE CUSTOMERS READ - Bye plusnet

Just a quick add, I loved plus net for their service but after this it just reaffirms issues others have had with rude staff and uninformed departments. Now you've lost both the service points and the product points there is little reason to stay and pay more than BT and SKY for an inferior product and poorer service.
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Re: FIBRE CUSTOMERS READ - Bye plusnet

As you will see I edited my post after you hit the quote button - not that is of any real moment.
By the way I am an ordinary customer like yourself and I can't comment as to where the £60 came from and how the agent got it - the agents name is in the reported post section so that the Digital Care Team can see it for whatever action they need to take.
Of course I am in the position where my exchange is FTTC enabled but those rotten miserable souls at BT Openreach won't enable my cab so I am stuck with 4Mb speeds.
ByeBye
Grafter
Posts: 33
Registered: ‎07-04-2012

Re: FIBRE CUSTOMERS READ - Bye plusnet

Completely understand the reasoning behind censoring names, thanks for placing in right place. Sorry to hear those rotten miserable souls at BT won't enable your cabinet. Try Virgin Media or i'm sure SKY will come along and fix the problem sooner than you can say 'bye plus net'  Wink
jim:quote
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Re: FIBRE CUSTOMERS READ - Bye plusnet

No they won't a Virgin media won't come anywhere near us and Sky still depend upon Openreach enabling the cab
ByeBye
Grafter
Posts: 33
Registered: ‎07-04-2012

Re: FIBRE CUSTOMERS READ - Bye plusnet

Jim, thats unfortunate. Seems Plusnet is a bond of necessity due to lack of competition for some users. Fortunately for customers (not so for ISP's) networks are fast developing and options becoming greater. Customers who discover SKY offer unlimited fibre for less than Plusnet and don't use traffic control will leave in droves, as most know that anyone with plus net is using open reach lines which means anyone on plus net fibre can get SKY's offering.
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Re: FIBRE CUSTOMERS READ - Bye plusnet

The only thing I can't tell from the Sky offering is whether you have to take up a Sky TV package to get that price
ByeBye
Grafter
Posts: 33
Registered: ‎07-04-2012

Re: FIBRE CUSTOMERS READ - Bye plusnet

Can I post a link to sky's fibre page? It gives the pricing and confirms it's the same low £20 for new and existing customers. Pretty sweet for unlimited fibre even with line rental, would you agree?
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Re: FIBRE CUSTOMERS READ - Bye plusnet

I saw that but it doesn't say whether a new customer has to take a Sky TV package as well.
Note that with standard broadband there is a price differential.
However, if the £20 is standalone it is going to cause some head scratching for the competition
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Re: FIBRE CUSTOMERS READ - Bye plusnet

To get the cheapest current sky adsl package you need to transfer your line and have a tv package otherwise the costs rise.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

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Re: FIBRE CUSTOMERS READ - Bye plusnet

Quote from: ByeBye
Can I post a link to sky's fibre page?

I'm not aware of any reason why not but would prefer a moderator to confirm. Jim?
[EDIT] or Dvorak, thanks.
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Re: FIBRE CUSTOMERS READ - Bye plusnet

there is no reason why not.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

ByeBye
Grafter
Posts: 33
Registered: ‎07-04-2012

Re: FIBRE CUSTOMERS READ - Bye plusnet

Quote from: dvorak
To get the cheapest current sky adsl package you need to transfer your line and have a tv package otherwise the costs rise.

'Sky Broadband Unlimited Fibre will cost £20 a month for new and existing customers taking Sky Talk calls and Line Rental.'
https://fibre.sky.com/shop/broadband-talk/broadband-options/sky-fibre-broadband/
All it takes is a MAC code and your line is transferred, no hassle really. No mention anywhere from SKY that it costs more if no TV is taken, thats false. Even if it were the case it's still fantastically cheaper.