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

[#1]

@Crimson 

I've just had the "We are making some changes to your email" email which is the start of the migration to Greenby.

For me it's scheduled for mid November so depending on how it's being done, yours may be at a different time, but knowing how large organisations work, I suspect the aim is to get it done by mid December.

After that, if you change broadband provider you can keep the Plusnet email address (but you will need to pay something). 

[#2]

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@markhawkin wrote:

@Crimson 

After that, if you change broadband provider you can keep the Plusnet email address (but you will need to pay something). 

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In what context, for what?

If a mail service user is a Plusnet broadband user at the time of migration, the migrated mail service is free for two years REGARDLESS of what the user does after migration.  Thereafter it will become chargeable.

[#3]

The context is, as you write, once the Plusnet email has been migrated to Greenby it is possible to change broadband supplier to a company that offers a supported phone service on their router without loss of the Plusnet email address. 

[#4]

That agreed, but you added...

"(but you will need to pay something)"

...inferring that at the point of changing ISP, there will be something to pay for the email service.

[#5]

Thank you, again, markhawkin, for your very helpful reply.  I have just received an email from Plusnet, about 25 minutes ago:  "Your renewal offers are waiting for you Christina"  "Thanks for being a Plusnet customer, it’s time
to renew again."  I have checked and I'm sure my contract runs to 9th January.

I clicked through on the email link and, for my requirements, it is exactly the same as the previous "Fantastic Offer."  More for Broadband only than currently paying for Broadband and landline with evening and weekend calls included then the £4 increase every March.

I wonder if 'phoning to ask if their communication means that I am now free to move Provider Penalty Free.  I'm sure it does not but they are saying "...It's time to renew again."  Maybe it means only if staying with Plusnet.

I am apprehensive but I'm coming round to deciding that I will be leaving, with regret after being a customer for so long and have, many times, been grateful for their great technical support, Plusnet for another Provider.

I need good customer service and, as before, not MSE "Money Saving" but Zen sounds a good fit for my needs - costing quite a bit more though.

[#6]

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@Crimson wrote:

... Zen sounds a good fit for my needs - costing quite a bit more though.

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So what is really driving your decision to leave if the Plusnet offer is markedly less than Zen and you like Plusnet's support?  If the issue is keeping your existing telephone number, then there are lots of options out there for an independent VoIP supplier.

If you call COTS, for the time being, you should be able to renew your existing service as is, leaving the decision on the phone service until a later time.

[#7]

Thanks for replying, Townman.  My main reason for leaving Plusnet is because I don't want to move to EE.  I struggle to be precise but it 'all'  seems to be overwhelming.  I have my mobile sim only contract with EE and their customer support is too difficult to access - various tmes throughout the day 45 minutes to 60 minutes then 70 minutes.  The last time I did get through after over an hour on hold, they listened and told me they would 'phone me back.  They never did and I was back waiting on hold and feeling frustrated.   I'm so poor technically that it is not the right Provider for me.

If I stay with Plusnet (great staff and very hepful technical support for me) I will be paying more and receiving much less than I have at present, £4 increase in March and future too. and would still lose my landline.  That does not sit right with me although I know prices will go up.

I'm a bit embarrassed to say this but I was really disappointed when put through to Retentions and the person said he had a "Fantastic offer" for me.  When I mentioned how much more I would be paying and receiving much less, although he was definitely not rude at all, he did not seem interested in keeping me as a customer - not rudely but kind of "take it or leave it." 

When my EE Mobile fixed term ends I hope to move to a different provider.

I dread the upheaval but feel as if I have to face it:  New ISP, no Plusnet email, advising everyone that I no longer have a landline, relying on EE mobile which (for me) is unreliable and difficult to contact for support.

I have to move with the times and, if I can get through this huge (for me)  change, then, going forward with good customer service I will feel more secure with my technology and, hopefully,less stressed.

I must have some kind of 'brain block' because even on the rare occasion when there is a power cut, my heart sinks having to key in details on my smart television and other things to get them going again.  I really am useless with technology.

I apologize for not being as articulate, trying to explain this, as I would like to be.

[#8]

@Townman 

Yes, at some stage (I think whether or not you leave Plusnet) something will need to be paid to keep the email. As you say, it's not immediate and the two years free seems to match what I've seen.

As I understand the situation, @Crimson values having the Plusnet email, a landline which is supported in the same way as the broadband and is "easy" to deal with.

Hence a service like the BT/EE Digital Voice would be good for a broadband/landline service.

BT/EE are discounted on previous experience.

I discounted Vodafone and (to a lesser extent) Sky on a support basis so suggested Zen, who do a phone service and I believe are good at support.

Once Plusnet email is migrated, you can keep it and leave Plusnet.

That's how I got to what I've suggested.