Changing Call Plan
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Changing Call Plan
28-10-2014 2:44 PM
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I am considering removing the Anytime calls, but ......
1. Wiil I still keep the free evening and weekend calls that are inclusive in the Fibre BB package? It is unclear on the Product Change page(s) what will happen to the Evening and Weekend calls if I remove the Anytime calls.
2. Would this call plan change start a new 18 month contract? The T & Cs are not too clear about what changing phone features will do to the contract.
Re: Changing Call Plan
28-10-2014 3:29 PM
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I'll answer in a similar fashion:
1. Evening and Weekend calls would be £2.00. So it would be a £3 reduction in your bill, should you choose to make the change.
2. This would not recontract you.
Apologies for the confusion.
Matty
Re: Changing Call Plan
28-10-2014 3:36 PM
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The fibre broadband package he is on appears to include Evening and Weekend calls so why the £2 charge
Re: Changing Call Plan
28-10-2014 3:55 PM
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I've attached a couple of screenshots of the product change journey.
Re: Changing Call Plan
28-10-2014 4:06 PM
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Re: Changing Call Plan
28-10-2014 4:27 PM
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Sorry for the excessive image attachments, but I've left the options that were initially available when he signed up. These are still available, with the addition of Evening and Weekends for £2.
Matty
Re: Changing Call Plan
29-10-2014 10:48 AM
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It clearly says on the Fibre Broadband package (up to 38 Mbs) that the Evening and Weekend calls are included for £0.00, i.e. free.. It said that when I signed up and says that today for your latest offer. And of course the option to take Anytime can be selected for £5.
It may well be that the product change panel would force me to select the Evening and Weekend calls for £2, but that goes against the contract that I agreed to when I signed up for your service. It is my contract with you that detrmines what I pay, not what your product change panel forces on me.
Signing up for LRS has nothing to do with the free Evening and Weekend calls. They are free (38Mbs fbre) whether LRS is chosen or not. (I have just checked with a pseudo order for the Fibre 38Mbs package).
Also note that Evening and Weekend calls are free with any Fibre option, not just the Fibre Extra. Read your broadband package offers at http://www.plus.net/home-broadband/
My original question remains unanswered. It is that having contracted for 18 months for Fibre Broadband (38Mbs) which included free Evening and Weekend calls and also chosen the Anytime option for £5, then I want to know how do I ensure that the free Evening and Weekend calls remain if I cancel the Anytime option.
Your product change panel should know what inclusive calls are on my contract. It should be able to handle the cancellation of the Anytime calls and automatically show Evening and Weekend calls at £0.00. If it did that it would agree with my contract and there would be no confusion. . It should be that simple.
Please escalate my question to your legal guys / system guys.
Thanks
Re: Changing Call Plan
29-10-2014 11:07 AM
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It is only because I have seen many questions about the Line Rental Saver that I can answer it,
I am not saying that you haven't been misled or miss sold.
The offer you refer to is for included evening and weekend calls when you pay the line rental monthly
When you took out the Line Rental Saver - at the same time or subsequently - you should have been advised that it didn't include any calls
http://www.plus.net/home-broadband/line-rental-saver-faq/
Quote Line Rental Saver does not provide inclusive calls as standard. Any additional call plans, call features or call charges will be billed each month.
Re: Changing Call Plan
29-10-2014 11:21 AM
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Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Changing Call Plan
29-10-2014 11:57 AM
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I realise that I may have led to some extra confusion. It should be noted that when I refer to my Fibre Broadband 38Mbs package I really meant "Broadband and Phone Unlimited Fibre 38 Mbs" package.
Re: Changing Call Plan
29-10-2014 3:10 PM
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Quote from: Oldjim The offer you refer to is for included evening and weekend calls when you pay the line rental monthly
When you took out the Line Rental Saver - at the same time or subsequently - you should have been advised that it didn't include any calls
http://www.plus.net/home-broadband/line-rental-saver-faq/
This is essentially what I'm saying. The only difference is that OP won't have been told that it didn't include any calls because they opted to take out anytime. I suppose we could have said that if they want to remove anytime calls, it makes everything uninclusive. But generally it seems likes sales agree what is to be included of the package requested at the time.
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