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Residential packages not available to "business" a

snozboz
Grafter
Posts: 384
Thanks: 2
Registered: 27-07-2007

Residential packages not available to "business" a

I have found that PlusNet won't let me sign up my church for a "Broadband Plus" account because BT consider the church to be a business and PlusNet's policies say people in such situations can't have packages designed for "residential" addresses. I only came across this barrier when going through the signup process. My church only needs the "Broadband Plus" level of service and features. And we applied for a grant on the basis of a package at £14.99/month including free sign-up and can't afford anything more.

Has anyone got any better answers to my questions below? Customer Support seemed to be reiterating the policy rather than explaining it.

Thanks,
Martin

Quote

On 02/10/2005 @ 22:43 Mr Martin Burch wrote:
Please explain why your "Acceptable Use Policy" means I can't
sign up
my church with a "Broadband Plus" account. My church does not
need a
20:1 plusnet contention (as offered by the lowest price business
package) or any of the other features offered. It has only one
computer, and needs only to email and browse the web. No other
data
will be transferred. Why should we be forced to pay an extra £1
each
month (and £47 connection fee) for contention and features we
won't ever use, simply because we are listed as a business?

I spoke to "Steve" on the phone who kept telling me that it
was
PlusNet policy that a business address can only sign up for
business
packages because they were at a business address. This
seems to me to
be a circular argument. For what reason was this policy created?
What is unacceptable about someone at a business address using
a
broadband connection in a very "light" way and so only needing
a
"broadband plus" account?


======== PlusNet Reply Below =========
Dear Mr Martin Burch,

It is more that BT consider all churches and charities to be
businesses. This is not just a Plusnet policy. I apologise
that this is the case, but we have no control over this.

Regards,

PlusNet Customer Support

--

On 02/10/2005 @ 23:50 Martin Burch wrote:
PlusNet Customer Support,
Thanks for the reply.
OK, BT consider churches as businesses. Is there a technical
difference
when BT connect a business address to your ADSL service compared
to when they connect a residential address?
I still would like to know why being considered a business means
we can't
sign-up for a "Broadband Plus" package as this fits how we will
use the connection (and fits our budget):

Please explain why BT's classification of business addresses means
I can't sign up
my church with a "Broadband Plus" account. My church does not need
a
20:1 plusnet contention (as offered by the lowest price business
package) or any of the other features offered. It has only one
computer, and needs only to email and browse the web. No other
data
will be transferred. Why should we be forced to pay an extra £1
each
month (and £47 connection fee) for contention and features we
won't
ever use, simply because we are listed as a business?
I spoke to "Steve" on the phone who kept telling me that it was
PlusNet policy that a business address can only sign up for
business
packages because they were at a business address. This
seems to me to
be a circular argument. For what reason was this policy created?
What is unacceptable or technically impossible about someone at a
business
address using a
broadband connection in a very "light" way and so only needing a
"broadband plus" account?

Yours,
Martin Burch

======== PlusNet Reply Below ========
Dear Martin Burch,

Unfortunetly churches are classed as a business, as such you
will need to sign up with a business package as being a
church and using the Plus package will be in breach of your
contract.

Regards,

PlusNet Customer Support

--

On 03/10/2005 @ 10:04 Martin Burch wrote:
PlusNet Customer Support,
Thanks for the reply.

> Unfortunetly churches are classed as a business, as such you
> will need to sign up with a business package as being a
> church and using the Plus package will be in breach of your
> contract.

Yes, but my questions have been about WHY. My church is classed as a
business by BT. But why can't someone in this situation sign-up with
"Broadband Plus" if that is that package that suits their needs?
Your
answer seems to be "Just because they are a business" which tells me
that it
is only a PlusNet policy decision which has failed to take into
account
churches with "light" broadband usage requirements. Does PlusNet want
our business?
BTW, Which contract are you talking about - with PlusNet or with BT?

Yours,
Martin

======== PlusNet Reply Below ========

Dear Martin Burch,

Thank you for your feedback.

Regards,

PlusNet Customer Support

--
14 REPLIES
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Residential packages not available to "business" a

If you can prove that it is not going to be used for church business then a residential product should be possible but how you do this I'm not sure. There have been several instances where farms have been allowed to have a residential product even though their lines are classed as business as the broadband would be used for the family and not the business. I'm not sure how different a farm setup would be from a church but it appears to me to be different enough to mean they cannot be considered in the same way.

Also where are you getting the grant from? If this is from/through the church itself then surely they would expect the broadband connection to be used for church business and thus a business account would be necessary.

You are in a difficult position but I suspect PlusNet are unlikely to yield on this one.
N/A

Residential packages not available to "business" a

Another point I would argue is the fact that Plus Net state that this is a BT rule.

I know for a fact that other isp's will permit the activation of a residential product in business premises. So there does seem to be a bit of discretion which can be applied.
___oDiN__
Grafter
Posts: 454
Registered: 17-08-2007

Residential packages not available to "business" a

sign them up for AOL who dont care and for the kind of use ur saying they need it wont matter + u dont have to use there crappy software either just use a standard connection
Superuser
Superuser
Posts: 2,484
Thanks: 190
Fixes: 5
Registered: 06-04-2007

Residential packages not available to "business" a

I've come across exactly the same situation with my church. It's not just PlusNet either. When I was looking at it a while ago a number of the more respected ISP's would only consider a business product for a church. Some of the smaller tackier ISP's would do us on a residential package, but I didn't have enough confidence in them.

I like you am just after being able to recieve email and light web browsing without missing phone calls in the office.

Phil
snozboz
Grafter
Posts: 384
Thanks: 2
Registered: 27-07-2007

Residential packages not available to "business" a

It will be for church business, but we don't need the "business" level of service. The grant was from the Church Urban Fund as we are a church in a deprived estate.

What is behind the BT classification? As I asked (below) but didn't get an answer from Customer Support, Is there a technical difference
when BT connect a business address to your ADSL service compared
to when they connect a residential address? Or is it just a policy decision by PlusNet?

So Phil (pjmarsh) and odinsrealm, which ISPs don't mind signing a business address up with a residential package? I'm afraid AOL is beyond the pale for me, though I would consider an unheard of small ISP.

Martin
LiamM
Grafter
Posts: 5,636
Registered: 12-08-2007

Residential packages not available to "business" a

Quote
Another point I would argue is the fact that Plus Net state that this is a BT rule.

I know for a fact that other isp's will permit the activation of a residential product in business premises. So there does seem to be a bit of discretion which can be applied.


Can't be a BT rule because Plusnet Business Products (apart from the highest price one) are all provisioned on BT IPStream Home.
N/A

Residential packages not available to "business" a

Hi Martin,

I'm wondering if a phone call to one of the sales team might resolve this as opposed to a ticket.

Might be worth a try.

@ Liam. Indeed. I think someone in support has got their wires crossed. Wink
Superuser
Superuser
Posts: 2,484
Thanks: 190
Fixes: 5
Registered: 06-04-2007

Residential packages not available to "business" a

Can't remember off the top of my head, and need to leave work now. I'll have a dig around tomorrow and see if I can find them.

Phil
Plusnet Staff
Plusnet Staff
Posts: 12,169
Thanks: 18
Fixes: 1
Registered: 04-04-2007

Residential packages not available to "business" a

Hi,

I think this is one that falls into a grey area.

The general thinking is that if the address is classed as a business and the phone line with BT is on a business contract then it should be a business account.

If it's a residential phone line then I'd say absolutely no problem with the choice of a residential account. As has been suggested farms are classed as businesses as far as the address is concerned, but the farmer will also live there and have a residential phone line. If this is the case send me a PM with the address and postcode and I'll update the postcode database.

As far as setting up the service, from a wholesale point of view it doesn't make a difference if it's a residential or a business contract, the policy is a PlusNet policy that residential accounts shouldn't be used for commercial purposes.

If it is a business line and you aren't going to be using the service for commercial purposes then again send me a PM with the address and postcode and I'll update them.
N/A

Residential packages not available to "business" a

Dave T to the rescue again. Sweet. Smiley
Community Veteran
Posts: 2,322
Registered: 01-08-2007

Residential packages not available to "business" a

Would the fact that a church, like many charities, is a non-profit making business make a difference?

In the energy industry (I know its completely different but anyway) if the premises are non profit making or a registered charity, or indeed a church - then dispensation can be granted for VAT and CCL (Climate change levy) - ie The VAT is applied at domestic rate an Nil CCL is applied.

Although the customer can be on a commercial agreement (ie fixed 12 month or more contract) the taxes etc are applied at domestic rate?

Perhaps PN policy could reflect this? i.e. even if it is a commercial building, if it were a registered charity or church etc then a domestic product can be chosen. There certainly are a lot of churches and charities out there...
snozboz
Grafter
Posts: 384
Thanks: 2
Registered: 27-07-2007

Residential packages not available to "business" a

Sing praise to Dave T for he has done a wondrous thing.

I've just succeeded in signing up with the account I wanted for my church. Thanks to Dave T for changing the postcode database.

@PCSNI I spoke to a sales person early on - see my long quote in my first post. Each "PlusNet Customer Support" is a different person (names removed) replying to my question asked using the "Sales Enquiry" form (not a ticket as I acted as if not yet a customer).

So pjmarsh, I recommend contacting Dave T on the forum if your church still needs broadband. And petervaughan, they did yield but only after I'd told my story on the forum.

Feedback to PlusNet:
Please change your policy to reflect that there CAN be exceptions to the "BT business line = Only PlusNet business packages" line and tell your Sales people that there can be exceptions and how to make it happen. (It's only because I am a customer at home as well as trying to setup for my church that I was able to get hold of Dave T.)

Thanks,
Martin
N/A

Residential packages not available to "business" a

Hi Martin,

Thats really good to see. As usual Dave pulls the rabbit from the hat.

Glad you got it sorted. Smiley

Good to see customer focus and care.
Superuser
Superuser
Posts: 2,484
Thanks: 190
Fixes: 5
Registered: 06-04-2007

Residential packages not available to "business" a

Thanks for your work on that Martin. I've pm'd Dave now.

Cheers

Phil