Plusnet seems to not value loyal customers

[#1]

This is what Plusnet is offering me as a renewal as a long-time customer:

Full Fibre 145 24 months

£26.99 but increase to £30.99 on 31/3/26 and increase again to £34.99 on 31/3/27 

Apart from disadvantaging loyal customers by charging them excessively more than a new customer (see below), their annual increases (of which the first is only 5 months away) are unprecedented and immoral.

Why should I renew given the below offers (one being their own)?

Virgin M125 £21.99 rising to £28.99 PLUS a £135 CREDIT
Plusnet Full Fibre 145 (same as above) £22.95 rising to £32.99 PLUS £145 reward credits 

I'm angry

[#2]

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@JJO wrote:

Virgin M125 £21.99 rising to £28.99 PLUS a £135 CREDIT
Plusnet Full Fibre 145 (same as above) £22.95 rising to £32.99 PLUS £145 reward credits 

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@JJO 

Have you worked out what the total cost / average monthly cost is over the contract period for the three offers (including your renewal offer) over the contract period?

Just curious.

[#3]

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@RobPN wrote:

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Have you worked out what the total cost / average monthly cost is over the contract period for the three offers (including your renewal offer) over the contract period?

Just curious.

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Yes fairly easy sum that anyone can do 
Far cheaper than renewing

[#4]

Fair enough @JJO and apologies, I'd only given your post a cursory glance, whereas I should have seen that the two offers were much cheaper than your renewal invitation.  

[#5]

@JJO 

I would suggest calling Customer Options Team (COTs) to discuss renewal prices.

They can be contacted on 0800 432 0080

Opening hours

• 8am - 8pm Monday to Friday
• 9am - 7pm Saturday
• 9am - 6pm Sunday

It is often possible to reduce the renewal price. OFCOM set the maximum annual price rise, the price rise is the same across the BT Group and other comms providers apply the price rise.

[#6]

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@Dan_the_Van wrote:

@JJO 

I would suggest calling Customer Options Team (COTs) to discuss renewal prices.

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I spoke last week. "Our hands are tied. We cannot negotiate renewal prices, just suggest other packages"

[#7]

@JJO  That can't be right, try again and hope you get a CS person who wants to help you.

[#8]

That's exactly why I left, long term customer from the Madasafish days. CoT would not budge on the annual price rise. Not even to halve the increase. So for the sake of a couple of Quid a month I flounced off!

[#9]

@JJO 

Thanks for reaching out and sorry that you are not happy with the options presented on the website, not given by the cot agent.

I can see you created a complaint on your account, a member of the advocate complaints team will be in touch within the next 72 working hours, once your case has been assigned to a staff member.

They will discuss a resolution to your complaint as soon as they are able to reach you.

Please let us know if there is anything else we can assist with further.

Thanks,

Lex

[#10]

The the renewal prices do seem exceptionally high at £48/year extra. Almost seems like trying to wean customers out of Plusnet to close it down.

[CharlesCot]

CharlesCot

'.....out of Plusnet to close it down.'..

I seem to remember that there was an article written in one of the internet / broadband mags , back in 2022 if memory serves, about BT looking at exactly that scenario, so they could make EE their new 'Flag Ship' partner..They stated that as Plusnet and EE were basically 'selling' the same thing, BT were ordering/covering the same costs twice, so would save money in the long run by dropping the 'cheaper one'...  

[#12]

Their thinking has changed since then - EE is the 'flagship' all-singing, all-dancing brand, Plusnet is the bare-bones internet provider - within the BT Consumer Division. 

[jab1]

jab1

It's certainly the 'bare bone' partner now, after losing 100 staff on the back of BT's new 'Flag Ship' EE appointment....and maybe it's starting to tell, especially in Plusnets customer service department. Could be, they let the wrong people go

But I will give Plusnet their due, their broadband service itself, on FTTC at least, is still as reliable, fault free and 'speedy' as it has always been whilst I've been with them..

[#14]

@Railman1 Out of interest, where did get the information about them 'losing 100 staff'?

[jab1]

jab1

'Business News', 'Yahoo', 'Comparebroadbandpackages' and a myriad of other sites..

Just do a search.. Plusnet to lose 100 jobs..