I've been with Plusnet Mobile for a few years now. I paid £5 a month for unlimited texts, 1000 minutes talk and 1.5 GB of data per month until last Spring when that went up to £5.32.
Earlier this month I was tempted by a "Blagged" offer on MoneySavingExpert for Plusnet for 8 GB of data plus unlimited text and talk, for £8.00 a month (plus a £30 reward card, working out at £5.50 a month).
On February 17th I spoke with Plusnet, a main call handler followed by Retentions, explaining that I'm thinking of moving, and I'd like to know their best deal. They offered £6.00 for 3GB data which is pretty bad in comparison with Lebara, etc.
I mentioned the MSE Blagged Deal and asked if they could offer that and Retentions said: "No, that deal is ONLY available if you take Broadband with Plusnet too." Clearly Plusnet Retentions department was giving out grossly misleading information.
I went onto the Plusnet website and, seeing no restrictions (having to be a Broadband customer, etc), I enrolled onto the MoneySavingExpert blagged Plusnet deal. I paid the initial fee (£10?) and followed the online instructions until it gave instructions about number porting. I tried to port from my existing Plusnet account to the new one and was told there was a technical problem and to call 500 to submit a new request.
I did so and it was explained that it was not possible to port from one Plusnet account to another. As retaining my mobile phone number is absolutely essential (I've had it for many decades and I'm called by many vulnerable people) it can not be changed. Therefore, it was suggested I just stay with my existing account. I asked if the new MSE blagged deal could be cancelled and I was informed that it could and that Plusnet would write to me to confirm that it was cancelled.
Since then I have received numerous emails and text messages saying "We're sad that you're thinking of leaving us." I don't want to leave and I've been told repeatedly by Plusnet operators that I'm not leaving.
On February 19th I received this bizarre email: "Hello John, Welcome to Plusnet Mobile.
We’re thrilled to have you on board, with friendly UK customer service and brilliant 4G coverage through the EE network, we hope you enjoy being part of the family.
As your new SIM’s now active, here’s some handy info that’ll help you get the most out of it.
Don't lose that number
Want to keep your trusty old phone number? It’s the one you’re known by, after all, and hanging on to it (or porting it, in techie-talk) couldn’t be simpler:
1. Text PORT to 07507307996 free from your new Plusnet SIM.
2. Reply to our message with the number you want to keep and your PAC code.
3. In a couple of working days we’ll reunite you with your old number."
It appears I was misled by Plusnet's Retentions Dept and now I've been mis-sold a contract Plusnet can not fulfil (I've since been told the MSE deal was not supposed to be available for existing Plusnet customers) and I now do not want the MSE contract anyway.
Please, please, please, can someone confirm that I can just continue with my existing £5.32 contract and that the MSE Blagged contract (which I've since been told was not available for existing Plusnet customers) will just go away?
I've now spoken with four people at Plusnet who were all very pleasant and friendly. And all four of them have assured me that the new contract was cancelled and I'd get an email to confirm this. But I've yet to receive confirmation in writing. All the written information contradicts this.
Can this be fixed? Or do I have to escalate this to the Complaints Department? And if so, do you have email contact details please? (I have given up speaking with Plusnet staff, as it has proved fruitless to date.)
Kind regards,
J
