I took out new home phone/broadband and 12m SIM deals with plusnet over a month ago and it's not exactly been the smoothest of starts. Phone/broadband order initially stalled, customer service failed to investigate properly when queried then, when finally convinced, by me, that there was actually a problem, cancelled the order outright in error. Order had to be replaced and has only just gone live, not before I had to pay another £50 to my last provider (which I have today managed to arrange compensation for - thanks, Tony).
At the time I placed the order, however, the promoted deal on the plusnet page I ordered from was that broadband customers were eligible for an additional .5GB of mobile data on a 12 month SIM-only plan (6.5GB for the price of 6GB). I enquired about this soon after placing the order and was told that I would have to wait until the broadband account was active for this to be applied. Due to the delay and subsequent cancellation of my first order for broadband I called back at a later date, concerned that eligibility may be affected, and was told not to worry and that it would certainly still be honoured as it was not my fault but could not be added until my broadband was live.
Today I have contacted mobile customer services and basically been told that there is no such offer, never has been, and I'm locked into a 12 month contract as the SIM's been active for over 14 days. I've also been told that there is no record of any previous calls from me regarding the mobile account so no notes left on the account regarding this. A supervisor has apparently spoken to other advisors, managers, sales department, etc and they can find no record of this offer having ever existed.
I'm not HUGELY upset about the loss of .5GB data in itself, the negative customer experience I've had getting everything else set up properly dwarfs that in comparison to be honest, but there's a principle involved here. If it turns out that I've imagined the whole thing and that there never was any such deal (extra half gig of mobile data for plusnet broadband customers, about this time last month) then I'll gladly apologise but being made to feel like a liar and a fool over something I'm pretty sure is correct just isn't on.
