Pricing/Terms changes - October 2013
Spoke to BT, and in theory they are cheaper, by £10 thats a 2 pints saved up for a friday.
BT infinity opt 1
First 12 months £20
Line rental £15.45
includes caller display which is 99p with plusnet
an extra £2 for eve and weekend calls
Total £37.45 then after 12 months its £40.45
Opt one is 40 mbits download which suits me and unlimited usage
My plusnet service goes up to £50 on most bills due to their call tariffs.
BT infinity opt 1
First 12 months £20
Line rental £15.45
includes caller display which is 99p with plusnet
an extra £2 for eve and weekend calls
Total £37.45 then after 12 months its £40.45
Opt one is 40 mbits download which suits me and unlimited usage
My plusnet service goes up to £50 on most bills due to their call tariffs.
Quote from: NorthEasterner nope just weekend calls, but an extra £2 for eve and week or an extra £7 for anytime.
Thanks for the clarification. Worth considering then that the £14.99 you'd pay us has inclusive evening calls (although I accept what you've been offered in your latest post).
Quote from: cjibbo I had my email today asking for an extra £1 a month on my line rental. With my Extra Fibre £19.99 and new line rental £14.99 your cost will be more than SKY.
Sky's 80/20 fibre offering is £30/mnth isn't it?
Quote from: cjibbo What will the price rises give us as loyal customers? will i get my calls answered within an acceptable time, the ability to email you via the contact us page, or the basic ability to change my direct debit date?
There's obvious focus on our support operations with the opening of the new site in Leeds. We're not going to have a vanilla email address for support. Emails can get lost, it's less accountable and we have the ticketing system to serve this function. There's no easy way to change your billing date due to intricacies that I'll not go into here. Send me a private message about it and I'll see what I can do.
Quote from: Scribe Perhaps it would be a good idea to start rewarding loyal customers, with a discount for each year that they've stayed with PN, rather like the referrals scheme.
I like the sound of that but I could see the commercials becoming a bit of a headache to work out, especially where account change etc. is concerned. I wouldn't want to be the one coding it either knowing how many product variants etc. there still are
Quote from: jscutts Are the emails still coming out or have I escaped the price increase? I signed up in December 2012 or January 2013 I think?
As mentioned in previous replies, the emails are still being sent. The last of them probably wont go out until the end of the month.
Quote from: alanf Compare with what Tesco is offering: Unlimited downloads for £2 per month for 12 months (£6 per month thereafter) £14.90 line rental including Evenings and Weekends.
http://www.tescobroadband.com/tesco-broadband/evening-and-weekend-package
This all seems to good to be true and possibly is.
They slow some of your traffic down. I'm sure there used to be a FUP of some description too at some point but I've struggled to find anything but some vaguely worded reference to usage in their T's & C's.
Quote from: Hairy @Kelly Some indeed MANY of us have NOT received the email yet.
I am very unhappy about the phone cost rising, I only bought the full years last year as it was going up just after I did.
And if you renew before October then you'll pay the £125.88 it went up to last year and retain your inclusive evening & weekend minutes. The cost of your broadband subscription isn't changing.
Quote from: w23 I have a few days left to contact Plusnet to advise that I wish to terminate my telephone service with them but my LRS is paid (non-refundable) until January (so I'm effectively 'tied in' until then). If I do contact Plusnet within the ten day period specified in the email to advise that I want to terminate my telephone service once my LRS expires will my call plan still increase 'to my material disadvantage' in October?
Yes, it will. The only way to avoid this would be to move your services away before October. Having said that, our Customer Options folk might be able to offer you something more amicable.
Quote from: NorthEasterner It says if you decide to leave, you can so without incurring termination fees. However you will still get a service charge up to the date of termination.
So if I am 2 months into my FTTC 18 month contract, I can leave without incurring a service charge? But will be charged (i.e I choose to terminate in September) my monthly bill up to september? And after that its just free to move provider?
Not sure I entirely understand what you're asking here? If you're wanting to move to another provider then you'd call us for a MAC, give that to your new provider and continue paying us up until the point of transfer. We wouldn't charge you an early termination fee for leaving within the first 18 months of your contract.
Quote from: inhost 1) What specific areas did PN feel were lacking i.e. failing beyond acceptable limits within the service area that have brought about the price increase and what specific metrics can you display to back this up?
Firstly, sorry about the bad news
I'm sure you recognise that there's certain data we wouldn't want made public for commercial reasons however I'll do my best to answer your questions.
Whilst we pride ourselves on customer service I don't think anyone's under the misconception that we're perfect. It's not so much about where we're lacking but where we can improve. The new contact centre is a considerable investment of course but that's not all we're investing in. There's money being spent on other things behind the scenes e.g. product development and network expansion. Sorry, I don't have specific metrics to share with you I'm afraid, not least due to the sensitive nature of such information.
Quote from: inhost 2) What specific study was done to indicate that the root cause of the service failure on your part could be resolved by money?
As above, there is no 'service failure'. Thorough consideration is always given before making significant changes like these. I'm under no obligation to share the specifics for the same reason cited above but trust me when I say we don't make such decisions lightly.
Quote from: inhost 3) Why are PN unable to fund the rectification of the service failure to which you have determined required money to be spent themselves out of rather substantial profits rather than charging customers?
Again, you're attributing the price rise to some single point of failure which isn't why this is happening. Perhaps you've taken that line of the email too literally? As a company we need to remain profitable. The price increase will help with the investments/service improvements we have planned over the coming year or two.
Quote from: inhost 4) Are you willing to provide transparent and on going details of what the additional money has been spent on so we can judge the success or failure of the planned service improvements?
Sorry I can't really do that and I doubt you'd find many companies that would. The information isn't really something we'd want to broadcast from the tree tops.
Quote from: inhost 5) If the service does not improve within a fixed period of time are you willing to either reduce or refund the wasted fee's?
I'm sure it's no surprise to you that this assurance doesn't form part of the changes we're making
Quote from: inhost 6) Would you please make it VERY clear by editing the first post in this thread that any plusnet customer that does not agree to these terms can cancel within 10 days without having to pay a penny beyond what they currently owe.
That isn't strictly the case where things like cessation fees are concerned but I digress. The introductory post suggests that customers wait for their email. The email makes it quite clear what options are available, including the option to leave without paying early termination fees.
Quote from: inhost 7) Why do you think it is OK only to give us 10 days to cancel when you yourself as part of this change are now demanding 14 days?
10 days is the notice period defined in our T's & C's I believe. The notice required to cancel your account isn't increasing to 14 days until October.
Quote I expect some vague reply that deliberately avoids having to be to honest and transparent but I would love to be wrong about you for once.
I've done my best.
Quote from: Bob And if you renew before October then you'll pay the £125.88 it went up to last year and retain your inclusive evening & weekend minutes. The cost of your broadband subscription isn't changing.
Yes BUT I am tied to you till Oct unless I choose to LOOSE money by moving earlier. So your 10 days to change is meaningless to me.
Fine for those on monthly contracts but us with LRS have paid up front and it is UNREFUNDABLE.
Your £125.88 for the year vs Pirmus @ £83.88. Hmm lets see what could I use £42 on?
Quote from: inhost I don't agree this is very personal, plusnet have miss sold a service to me twice, and a product once, they then lied and called me a liar so yes this is personal, I stand by my comments.
You're customer options kid made no real effort, frankly it sounded like I interrupted his lunch, he offered 2 months free before even asking what the problem was (lol) if I signed up for another 18 months ..... sorry... WHAT?, my mac code will be with me in 24 hours.
I was offered £1.50 off for the remainder of my contract.. 3 months!
Quote
I was offered £1.50 off for the remainder of my contract.. 3 months!
Welcome to plusnet where equality means nothing, I was offered £60 for a new router when I highlighted how poor the TG582n was with evidence, yet when I made that public they silenced me by deadlocking my account.. if multiple customers have the same complaint the same response should be given, sadly that is not what we have here.