Pricing/Terms changes - October 2013

[#1]

@simonj
how long have you been with Plusnet?
Oldjim like all mods is a customer like you and I 
And I believe is resident on the South Coast 
So his views have little to do with Yorkshire and he certainly doesn't represent PN other than rightly calling the views of the customers like me correctly more often than not.
I am a Yorkshireman BTW

[#2]

Sorry. I have been with PlusNet for around 7 years.
I assumed  as Oldjim is a moderator he works for PlusNet and is a local Yorkshireman.

Sorry Oldjim  
I have always found everyone I've dealt with at PlusNet down to earth and helpful, it's just the pricing that gives me reason to move.
As I'm currently charged £12.99 at PlusNet (soon to rise by another £1.50) per month for Value broadband (10GB download restriction)and can get unlimited broadband at TalkTalk for £7.50 per month I just have to go where the best offer is.
jim:quote

[#3]

I live in Dorset now but I didn't leave Yorkshire until I was about 41 years old so no problem with calling me a Yorkshireman 

[#4]

Quote from: simonj

I am just a bit unclear about the terms of the notice period I need to give to avoid paying an additional charge. The email states "We'll be increasing the notice period you need to give before leaving us from 10 days to 14 days. This means that if you are thinking of leaving, you'll need to let us know 14 days in advance of doing so. If you choose not to give this notice, please be aware that you might be subject to additional charges on your final bill. " So if I sent an email today stating that I will be leaving, will I have to wait 14 days before I sign up with another provider? Or does the 14 days cover up to the point I have left PlusNet and connected to another provider's broadband?

The 14 days is applicable after October 1st. If you contact us for a MAC today then we require 10 days notice to close the account. You can use the MAC immediately if you like, it's just your account at our side will not be closed for at least ten days.

Quote from: mt3691

I asked for my MAC code as I told him that Sky were offering unlimited fibre free for 6 months...

Isn't it half price for 6 months?

Quote from: mt3691

I was then told i would have to pay fees for leaving early as my 12 month contract is not due to expire until November!!! I pointed out that as PN were changing their contract terms i was (according to their own email) entitled to terminate without charge to which he then admiited i was right and would have nothing to pay. I received by email my mac code the next day in which i was told i would have to pay £119 for leaving early!!!

Sorry about that. I've just checked and can confirm that you'll definitely not be incurring these charges.

Quote from: EnglishMohican

At 14:21:41 on 21-08-2013 ticket number 169796943 was added to my account telling me that you intended to put the price of my broadband up. As of the the time of this reply, over a day later, I have not received an email notifying me of this change. In Plusnet's legal opinion - which we all know is sound - which date will take precedence for the start of my 10 days, the date of the email which has not arrived and may never arrive - or the date on the ticket stuck on my account? Edit - Plusnet will be relieved to know that the email arrived after I had posted this reply at 18:59 this evening (my computer receipt time). Still leaves the question of what is the effective date and time of the notification

The service notice being added to customers' accounts is something that's done independently of the mail send. It's not the actual mailing tool that adds this (although it's based on the same data sets). We wouldn't pay attention to the time of receipt, just the date the email landed in your inbox.

Quote from: NorthEasterner

My line is due to switch over to BT on 20th September 2013 (it may be earlier according to BT) please make a note of this Plusnet, and I have used my mac code

This should be handled by our automated migration scripts. Sorry to see you go.

Quote from: Hairy

The BB charges are buried at the bottom under T&C. It ONLY mentions the phone charge increasing.

That's probably because your BB charges aren't increasing (assuming I'm looking at the right account).

Quote from: peterb99

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?

You can leave without having to pay any early termination or deferred costs.

Quote from: peterb99

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

Yes, if you move back to Virgin (who incidentally recently announced this).

Quote from: peterb99

Will I get a refund on the line rental between now and December.

I'm afraid not.

Quote from: mighty

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.

You shouldn't have been told that so apologies. I'll try and identify who it was you spoke to and have a quiet word in their ear

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.

You appear to have neglected to have captured any of the information in the footer of the email in that screenshot?

Quote from: x47c

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.

Still not turned up guys?

[#5]

Not for me Bob
Concidentally today is my month's rollover date and I got the usual monthly DD advance notice to both my
postmaster plusnet address and my "other" address so we know the system is working - as it always does each month.
Checked the junk mailbox on my "other" address and nothing there either.
So no, not yet is the reply.

[#6]

@Bob Pullen
Regarding the Sky free fibre for 6 months. Some sky TV customers can get free fibre for 6 months and just pay line rental with additional extras where applicable.
You are confusing with new customer offers

[#7]

im shocked these are putting up line rental  as i dont know if it applies to me but if so once one puts it up they all follow suit typical like the bloody gas and electric companies . its not worth the money as it is nevermind putting it up  

[#8]

i didn't know they were hiking up the line rental!  ill have to ring them in the norning, i'm so not happy about this!

[#9]

Thanks for the reply Bob.  I appreciate it and I won't be leaving because of poor customer service because its been very good. I am a bit annoyed about the fact I was promised a lot faster speeds though I understand the wording has changed since I signed up.
If I move back to Virgin I won't be having a phone line anymore - just don't need one.
Can I keep just the phone line with plusnet until the LRS runs out in December (understand I have to pay the £25 broadband cessation fee)? 
Thanks again.

[#10]

I have been with PN for many years, it seems very unfair that you can avoid the price increase if you switch to have your phone rental with them.
So that means the price increase is nothing to do with the broadband service costing more to operate, as we would all get the increase, but more to do with making extra profit from the Phone side..
I am on Essential at the moment so guess I will be clobbered for the £1.50 increase taking my monthly charge to £12.99, and as I have paid my BT line rental a year in advance and cannot switch I get penalised for this...
My line rental is with BT and my phone charges are with Tesco (my daughter is also with Tesco so my wife and daughter can speak for free to each other, otherwise it would cost me a fortune..lol)
So perhaps rather sadly I should be looking at ditching PN and considering Tesco BB now....

[#11]

yeah ive had an email about it which they try to be cheapest broadband but hike it up other ways . exactly like talk talk  they do the same absolute joke . 

[#12]

Quote from: peterb99

If I move back to Virgin I won't be having a phone line anymore - just don't need one.

Virgin's new pricing makes this pretty unattractive - I think you only save £4.49 a month by not having a phone line.

[#13]

Quote

I am on Essential at the moment so guess I will be clobbered for the £1.50 increase

No you won't, it's only the legacy Value & Extra products that are being increased by £1.50.

[#14]

Oops, sorry I am on Extra, not Essential.. So I will get clobbered....
jim:quote

[#15]

I'm afraid so, and by the mods for fully quoting the previous post