It is a bit of a mystery why these changes come as a "surprise" to users.
When a user enters into the the contract, Plusnet advises of the different rates at the end of the minimum term discounted period. Also in compliance with Ofcom rules, users are advised of the imminent end of their discounted period, in the form of a end-of-contract notification. It must be sent 10-40 days before the end of the discount period and will contain...
- Contract end date: The exact date your minimum contract period expires.
- Price changes: The price you are currently paying and the new price you will be charged after the contract ends.
- Notice period: The amount of notice you need to give your provider if you want to switch or cancel.
- Best deals: Information about other deals your provider offers, including those available to new customers.
- Other services: Details on bundled services and their respective end dates.
Your options when your contract ends
- Do nothing: You can continue with your existing service, but be aware that you will likely be moved onto a more expensive out-of-contract rate.
- Switch provider: You can shop around for better deals with other providers. The notification should give you a good starting point for comparing costs.
- Stay with your provider: You can negotiate with your current provider to get a new, better deal. They may have offers for existing customers that are not advertised to new customers.
One gets the feeling that many do nothing, then are surprised when charged the 'out of contract' rate.
@Kirsty2 -There are though some odd exception cases where due to errors on order take, the last month is not discounted correctly. Do you think this might apply to your account?
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.
