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Will changing phone package mean the start of a new contract?

DippytheDish
Not applicable
Posts: 1
Registered: ‎12-03-2015

Will changing phone package mean the start of a new contract?

I am half way through a one year contract. If I change my package from one that includes free weekend calls to one that includes evening calls as well for an additional £2 will it mean the start of a new contract?
3 REPLIES 3
joclark
Grafter
Posts: 140
Registered: ‎09-03-2015

Re: Will changing phone package mean the start of a new contract?

Hi, no this will not start a new contract. You can add this on the member centre, or contact the customer services team Smiley
Jo
Townman
Superuser
Superuser
Posts: 19,692
Thanks: 8,029
Fixes: 94
Registered: ‎22-08-2007

Re: Will changing phone package mean the start of a new contract?

Jo,
That is good news, however as mentioned elsewhere around here recently, both the product change journey pages and the confirmation emails refer to a minimum contract period of 12 months for call packages. Also the T&Cs on early termination refer to call package fees being included in early termination charges.
Quote
Phone early termination charges
13. Contracted phone packages (after 18th December 2012) are subject to a minimum period of 12 / 18 (with broadband) or 18 (with fibre) months. The following monthly early termination charges apply for customers choosing to end their Plusnet Talk service within this period (Excluding Line Rental Saver customers).
14. The following early termination charges apply to customers on £15.95 line rental who signed up after 10th June 2014.
Table 2.6

Package
Monthly early termination charge

Weekends £5.35
Evenings & Weekends £6.75
Anytime £7.90
Anytime International 300 £9.30
Mobile £8.10

The fact that the call plan "inflates" the termination charges rather implies that the call plans have a minimum contract duration too.
Frankly given that the call plan is related to phone usage, if the service is terminated, there is no usage and therefore the call plan cost should not be part of the termination charge... but that is a rat's nest of a discussion.
Kevin

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.

joclark
Grafter
Posts: 140
Registered: ‎09-03-2015

Re: Will changing phone package mean the start of a new contract?

Hi Kevin, when it comes to what you are referencing, this is if a customer initially brings the phone service to Plusnet, at this point there is a new 12 month contract started. This is the same if the customer called to arrange a new broadband and phone contract with discounts etc.
Customers have the freedom to up and downgrade the phone packages within the 12 month contract. For example, if a customer takes LRS without calls then 3 months later the customer wants to add a call package to their account it would be highly unfair for us to extend their contract by 3 months, simply because they have changed their phone package.
When it comes to the termination fees on the account they would increase but only for the duration of the call which is left.  You mention the inflation of the cease charge, this is correct and the charges would inflate however in the same if customer was to downgrade the package the charges would deflate.
So to clarify, by changing a phone package midway through a contract will not change the phone contract length.
Jo