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Activation Charge

macowens
Grafter
Posts: 62
Registered: 25-06-2007

Activation Charge

I have been spreading the word about how good Plusnet are and 2 of my friends have decided to move their broadband to Plusnet but in both cases they have been charged an activation charge, I thought that if you already had broadband that there would not be an activation charge?
Have I misunderstood?
22 REPLIES
Community Veteran
Posts: 1,128
Thanks: 8
Registered: 28-08-2007

Re: Activation Charge

not sure, did they sign up for a contract or payg?
macowens
Grafter
Posts: 62
Registered: 25-06-2007

Re: Activation Charge

In both cases they were signing up for a 12 month Plusnet Value contract
Funny thing is that at the start of the process Activation (there is a box showing charges on the right of the screen) is shown as £25, then is changes to £0 and then it changes back to £25
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macowens
Grafter
Posts: 62
Registered: 25-06-2007

Re: Activation Charge

Is it too much to ask for an official response to this?
Community Veteran
Posts: 1,128
Thanks: 8
Registered: 28-08-2007

Re: Activation Charge

It is a bit quiet in this part of the board  Roll eyes If I were you I'd get them to send an official ticket enquiry. This board is very handy at sorting things without going down that route but that's only if the post catches someone from PN's eye.
macowens
Grafter
Posts: 62
Registered: 25-06-2007

Re: Activation Charge

Thanks for that, I'll maybe post the same thing on ThinkBroadBand to see if I get a less slow response there!!!!
Community Gaffer
Community Gaffer
Posts: 5,082
Thanks: 393
Fixes: 5
Registered: 04-04-2007

Re: Activation Charge

Did they select the option in sign up to not have to pay the activation fee?
If you are willing to stay for 12months, you get it written off.
Kelly Dorset
Broadband Service Manager
macowens
Grafter
Posts: 62
Registered: 25-06-2007

Re: Activation Charge

Not sure what you mean - paying the activation fee is optional?
Both my friends are staying for 12 months and neither of them had an option to not have an activation fee
Community Gaffer
Community Gaffer
Posts: 5,082
Thanks: 393
Fixes: 5
Registered: 04-04-2007

Re: Activation Charge

See screen shot.  Just grabbed this from the sign up process.
Kelly Dorset
Broadband Service Manager
macowens
Grafter
Posts: 62
Registered: 25-06-2007

Re: Activation Charge

See screen shot.  Just grabbed this from the sign up process.
I tried it as as a new customer and also as a "Switching to Plusnet" customer
What steps did you follow to get your screenshot?
Community Gaffer
Community Gaffer
Posts: 5,082
Thanks: 393
Fixes: 5
Registered: 04-04-2007

Re: Activation Charge

Just PM'd you Cheesy
Kelly Dorset
Broadband Service Manager
Community Gaffer
Community Gaffer
Posts: 5,082
Thanks: 393
Fixes: 5
Registered: 04-04-2007

Re: Activation Charge

Cleared this up a bit internally!
The broadband activation fee won't be chargable if:
- It's a migration from a non LLU ISP.  (e.g. not from Orange, Talktalk, O2 LLU)
- or you take home phone with it.
Do you know who they were migrating from?
Kelly Dorset
Broadband Service Manager
macowens
Grafter
Posts: 62
Registered: 25-06-2007

Re: Activation Charge

For me (BT41) I am currently with O2 but the other one (BT40) he is with Tiscali/TalkTalk.
macowens
Grafter
Posts: 62
Registered: 25-06-2007

Re: Activation Charge

My other friend was with Freedom to Surf, he did get the screeshot you posted and sure enough the activation fee did become free but at the next screen it changed back to £25. He chose to not go through with the online signup and phoned up instead and got his activation free
Community Gaffer
Community Gaffer
Posts: 5,082
Thanks: 393
Fixes: 5
Registered: 04-04-2007

Re: Activation Charge

I've confused us all! Wink
There is an activation charge unless you take Home Phone with us.  There is a problem open right now where the sign up process sometimes incorrectly shows you a £0.00 charge for activation, hence my confusion!
That make sense now?  Sorry for the confusion.
Kelly Dorset
Broadband Service Manager