Pricing/Terms changes - October 2013

[#1]

I just got my email.
The BB charges are buried at the bottom under T&C. It ONLY mentions the phone charge increasing. Well I will be on the phone tomorrow to the cancellation line saying I am planing on leaving when my term is up (Oct something) so that covers the 14 days notice!

[#2]

Quote from: KevinG

Talk about frying pans and fire

Your preference must be "better the devil you know"?

[#3]

And the devil that speaks a passable variant of English

[#4]

Quote from: Hairy

It ONLY mentions the phone charge increasing.

If it only mentions the phone charge increasing then my understanding is that is all that is increasing for you. The T&C stuff at the end just refers to the general nature of the changes, not what applies to you personally.

[#5]

Ok,  I've now recieved the incredibly confusing email.
I signed up to Plusnet in December 2012, I have the £19.99 fibre option with the line rental saver.
Are we saying I can now leave without penalty so long as I request this within 10 days?
Would I have to pay the £25 line cessation fee? (I'll be going back to Virgin Media)
Will I get a refund on the line rental between now and December.
Thanks for any help

[#6]

Quote from: peterb99

Would I have to pay the £25 line cessation fee? (I'll be going back to Virgin Media)

Yes, because the broadband on your BT based telephone line would be ceased (Assuming you'll be using Virgin's cable based service).

[#7]

Thanks for the reply.  Looks like I'll be leaving then.
I've never had the speeds promised when I signed up anyway - at least with Virgin I always got as much as they promised.

[#8]

Quote from: Bob

I can see no record of it being sent so apologies if you were told this. There's no record on your account. You can check this yourself by looking for closed tickets/service notices using the ticketing system/Help Assistant on our website. You'll be sent an email in due course. It will be sent to the primary email address we have on file for you (same place your Direct Debit notifications go to). [

I had a ticket open from customer retentions about the prices rises and what they could not offer.   I posted on the ticket that I still did not receive the price rise email. One of your CS staff said it had been sent when I know it had not.
The next day a CS numpty replied that, the email was sent and that it was, the same text as the original ticket
Glad you could see that but really poor service. So I had to call and explain, even the phone staff could see what I was talking about.
Anyway received it today. Call this an email? To me,  it's just a generic email and says nothing about leaving if you are not happy or that I won't have to pay any leaving charges. It's more of a slick sales email. Very poor and rather shoddy.
See attached snap shot I did.

BTW don’t waste time calling customer retentions, as they can not or will not do a deal, unless you take plusnets flaming line rental. Not even if you agree to a new 18-month contract for £19.99, on the new fibre services.
So no Plusnet line rental, then forget it.

Edit: Anyway probably just as well, as plusnet will likely do the same dirty trick, next year on the Plusnet Essentials Fibre.

[#9]

Just found the service notice on my account dated 2:21pm, Wednesday 21 Aug 2013 - but I haven't received the email.
I've tried sending a test email to the email address specified in my account details and it arrived successfully.

[#10]

Quote from: mighty

Anyway received it today. Call this an email? To me,  it's just a generic email and says nothing about leaving if you are not happy or that I won't have to pay any leaving charges. It's more of a slick sales email. Very poor and rather shoddy. See attached snap shot I did.

The part of the email you attached refers to "... updating our terms and conditions¹" . In my email note 1 referenced there contains the leaving-related text.

[#11]

Just looked at mine in the service messages (6th Aug) about the change in TC's.
Even though "currently" it doesn't seem to effect me I thought I had better give it a second look.

[#12]

Quote from: jelv

Just found the service notice on my account dated 2:21pm, Wednesday 21 Aug 2013 - but I haven't received the email. I've tried sending a test email to the email address specified in my account details and it arrived successfully.

Yup me likewise - I've just checked after your post
no email sent out.

[#13]

I should check my parents account.
No surprise there then, the standard 3 paragraph price increase format.
The first which says 'in order for us to continue to provide a brilliant service', the second which delivers the bad news followed by the third telling us what a great service it is, and it's not all bad really.
Didn't realise the cessation fee was increasing too.
And why are price increases never called what they are? (i.e. increases not 'changes').

[#14]

Quote from: Oldjim

If you sent an email saying you are leaving it will be ignored - you either have to phone or write asking for a MAC and the notice period starts when the MAC is requested

"If you sent an email saying you are leaving it will be ignored"

Thanks. Your certainly tell it like it is at PlusNet. That's the 'Yorkshire' in your service.

[#15]

No, its called audit and security requirements.
That is why emails say you are leaving will be ignored by Plusnet.
Emails can easily be falsified and sent by others purporting to be from you the account holder.
Normal email communication should not be regarded as a secure verified means of communication at any time.