Re Broadband/landline options as the end ofmy 24 month contract gets closer.

[#1]

My present 24 month contract with Plusnet for Broadband and Landline (with evening and weekend calls) ends at the beginning of January.  I Pay £24 per month at present.

When I asked about options going forward I was given what was described as:  "an excellent offer" to start now for 24 months, Broadband only and no landline/free calls for:  £23.73 with an additional £4 per month on 31 March 2026 and another £4 on 31 March 2027.

I mentioned that this was more expensuve than what I have now when 'phone and included calls are included. (I was not impolite and did not say it but I had the impression that I did not matter. I am a very longstanding Plusnet Broadband and Telephone customer. I have always appreciated Plusnet's excellent customer service.  Idon't look forward to changing to a different provider, but it seems as if that may be my only option.  I struggle with technology and the change is worrying me.

Changing to EE from Plusnet was not an option for me because of many difficulties trying to get through on their 'phone number for support:  It said 15 minutes, then 45 minutes then 60 minutes and, on the most recent attempt I hung up after being on hold for 70 minutes.  The calls were spread out over different times and different days.  So not EE.

When I asked about the £4 per month increases I was told it was because "we" are BT and it is what they charge.

This is my first post here in a very long time. Are other folks, like me, not good technically who struggle with change, in the same boat?  If you have any suggestions, comments or ideas I'll be really grateful and please let me know.  

[#2]

I would suggest starting with what you would like the outcome to be.

Do you want to keep a "landline" phone and number?

Is "full fibre" available and are you happy to have this installed?

One thing to check was whether Plusnet's offer was to retain your current product or whether it was for an "Internet only" (so no phone line) service.

If Plusnet are not offering the phone line and you want to keep it, the simplest thing to do is compare offers from suppliers who do offer a phone service.

Try https://www.moneysavingexpert.com/compare-broadband-deals/

Put in your address and select "need a phone line".

This gives whole contract life costs (so including annual increases). 

There are other ways to get a "landline" service but they are not as simple as buying broadband and phone service from a single supplier.

Plusnet are moving away from offering landlines.

Note that (at the moment) if you leave Plusnet the email account ceases. 

[#3]

@Crimson 

When I asked about the £4 per month increases I was told it was because "we" are BT and it is what they charge.

That was an inaccurate answer, your current product increases now at the end of March and has done so for a few years.

Many CP (Comms Providers) apply a price increase at the end of March.

[#4]

@Dan_the_Van My ISP doesn't - I've recently knocked their 'new contract' - 18 months - price down to just £1.00pcm more than my previous one, fixed for 18 months, and I've been paying £5.00/mo for my monthly 'all you can eat' voice/text phone service for at least 5 years.

[#5]

@jab1 

not disputing they do not put their prices up, but they cost more £35 per month for the cheapest Full Fibre package.

I see no saving on a fixed price contract with them

[#6]

@Dan_the_Van I'm not even paying £30.00 .

[#7]

@jab1 

last comment before the thread is hijacked further, I was looking at new customer prices, £35 per month plus a £15 connection charge.

I did say "Many CP (Comms Providers) apply a price increase at the end of March." which doesn't mean All.

My post was to clarify that it was not just BT group who applied yearly price increase.

[#8]

Thanks for replying markhawkin.  I hoped to keep my landline but understood that Plusnet would not be offering this service.  They, previously, suggested EE for broadband and landline but, owing to my experience of poor customer service with EE (I have my mobile phone contract with EE) I would not have broadband with them.

I don't think any provider would give as good customer service as Plusnet and I hoped to stay with them.  The "Excellent offer" was costing more for Broadband only (not including the £4 increase every March) than for broadband, landline and included evening and weekend calls.

If I make typing mistakes I apologize for not knowing how to correct them here.

I am not good with technology and I'm quite stressed about the changes.  Although the gentleman I spoke to was definitely not rude the "attitude" was different from the normal good Plusnet experience.  I had a very clear impression that "they" did not care and it was "take it or leave it."  Maybe my expectations were too high.

Since I want/wanted to stay with Plusnet I would have to give up my landline and I need to accept this.  It would take time for me to let everyone know that I no longer have a landline number but I know it can be done.  I only use the internet for very basic things and don't need anything advanced, extra fast or "fancy."  The Plusnet "fantastic" offer was for broadband only for a 24 months contract with the £4 increase every March.  I would also have the (big for me) problem of having to change my Plusnet email address.  I already have a much less used gmail email address.

I have been a very satisfied Plusnet customer for many years and, for now, I feel disappointed.  Maybe my expectations are too high.

Manh thanks for answering.

[#9]

I would also have the (big for me) problem of having to change my Plusnet email address

your Plusnet account and email address will stay the same across any product change.

[#10]

Thanks MisterW.  I was thinking about losing all the "contacts" on my landline and haveing to noitify them all including my GP and other important contacts".

I would need time to do this and the "excellent" offer was for today only.  I did not accept it because, for very much "less" I would be paying a fair bit more.  I am not looking foir sympathy (honestly) but the whole change is, for me, quite stressful.

It is good of you to reply.

[#11]

@Crimson 

PN email is in the process of being migrated to a third party provider. It's being done in batches so a timescale can't be provided.

Once you email is transferred you get 2 years free service and then it's £15 a year.

I mention this because once your with the 3rd party provider you can leave PN without losing your e-mail whereas at the moment if you leave you lose it.

Brian

[#12]

@Crimson 

It might be worth having a go with the Plusnet "retentions" team and seeing if they are able to recontract exactly what you have at present for (at least) 12 months.

This may or may not be possible at the moment (a combination of Plusnet policy and Openreach policy will determine the answer).

Since you use the Plusnet email, hanging on in the hope of the migration to the new email provider is also worth thinking about.

It's not cheap, but for an "all in one supplier" with good support I might look at Zen ( zen.co.uk ).

They have a phone service which appears to cost £7.50 (including some calls) a month on top of the broadband service cost. They also have a "contract life cost" so no price increases in April.

Obviously, to keep the Plusnet email you need to wait for that to be moved to the third party provider hence my suggestion of attempting to continue the current service with an "in contract" price.

I suspect your out of contract price (which would allow you to retain the current service) would be quite expensive. 

[#13]

Thanks very much markhawkin.  When I 'phoned Plusnet I was put through to Retentions.  That is where I was given: "The excellent offer."  I had the impression that they were not interested in keeping me and, I hope I have not misunderstood, but my landline was going to be cut off when my contract ends in early January.

I have gone over all the helpful information on this Forum and, on one hand, in order to stay with Plusnet, I was coming round to accepting that I would have to give up my landline.  I would have enough time to make arrangements to let all my "contacts" know.  

Although I have always valued Plusnet's really good (and much appreciated) technical support, with the landline going, then email changing, and the price not being as favourable as I hoped (pay more for broadband only with no 'phone or calls than I pay at present and have the additional £4 added every March) I wonder if I might have to change supplier.  After being with Plusnet continuously since about 2007 it is quite daunting and I really am not good with technology.  I'm beginning to realize that, going forward, Plusnet is never going to be same as before.

Retentions told me that if I do not wish to accept their offer I can leave, I think they said 14 days before my contract end date in early January.  The timing (Christmas and New Year) is far from ideal but I would have to make a decision by then.

I am now very open to having to consider other options but not EE.  MSE moneysaving is important but, because of the good service you mention from Zen I'll look into that, thank you.

[#14]

I've had a very quiick look and, although very much more expensive than Plusnet, because of my very poor technical expertise, and all the uncertainty surrounding Plusnet, Zen may well be the best (if expensive) option for me.  Many thanks again. markhawkin.

[#15]

@Crimson 

One thing to think about, the end of your Plusnet contract is the end of a minimum term not a cut off so the current service (including landline & email) would continue but the price would increase.

Eventually you will get a cease notice for the landline service but I don't know when that happens or how that works. It's (I think) unconnected to your contract end date.

For me the out of contract price is £18/month higher than the in contract price (you can see this in the "Member Centre" under "Your Products").

The way Plusnet billing works is that you pay for the next month in advance so the December bill will reflect some or all of the "out of contract price". If you change suppliers before the end of the contact it will eventually be refunded.

If you do change suppliers (to Zen or someone else) then use the suppliers sign up service and don't contact Plusnet. The new supplier arranges for the change and there should only be a short outage. The process is called "One Touch Switching" and although it gets some bad press, for most people it works well.