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Customer Retention vs sky deal

bluewhale
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Registered: ‎30-07-2007

Customer Retention vs sky deal

so sky are offering the same package as i am on now as £27/month

fibre max + anytime calls

has anyone been with sky, what are they like?

also why won;t plusnet at least come close to matching this when i chat to them?

sad really as i've been with plusnet a long long time, through some ups and downs

also how do i make sure i carry my email over, the chat person said it was free and that i just need to notify them

but really want to make sure that i keep everything afore i leave

which i'm going to have to i think as £10 a month is a big price difference...

29 REPLIES 29
vultura
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Re: Customer Retention vs sky deal

New customer deals are usually tempting, that's how insurance companies, broadband suppliers etc get you to change to them.

 

However I would be checking into how much it will go up to when that deal ends.....

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Baldrick1
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Re: Customer Retention vs sky deal

@bluewhale

Ring Plusnet again and select the 'I'm thinking of leaving' option. Tell the agent the deal you are considering and chances are it will be matched. Don't bother with new customer deals, that argument doesn't work. Also don't accept the first offer if it's not good enough.

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dvorak
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Re: Customer Retention vs sky deal


Moderators Note


This topic has been moved from Fibre  to My Account/ Billing 

 


 

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daveplus
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Re: Customer Retention vs sky deal

abails0105
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Re: Customer Retention vs sky deal

Hi @bluewhale, thanks for getting in touch.

 

I'd recommend getting in touch with our Customer Options Team on 0800 013 2632 and they will certainly look into what deals/packages they can offer yourself. They are open between:

08:00 - 20:00 Monday to Friday
09:00 - 19:00 Saturday
09:00 - 18:00 Sundays

 

Regards

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 Alice Baillie
 Plusnet Help Team
bluewhale
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Re: Customer Retention vs sky deal

@abails0105 somewhat baffled as to why i need to do this...almost as if plusnet don't appreciate my loyalty and custom..ha ha

 

seriously though having to call and lock up the spport phone lines multiple times till i get someone who does the right thing is not good for me and can't be good for plusnet either

the sky deal is there for all to see, not as if i'm making it up

imho plusnet should have a price matching policy as standard when asked for

but hey i'll try again and lock up the support lines 😞

bluewhale
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Re: Customer Retention vs sky deal

@vultura it's 27/month for 18 months and then who knows, but 18 months is a long time...

vultura
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Re: Customer Retention vs sky deal


@bluewhale wrote:

it's 27/month for 18 months and then who knows...


 

https://www.sky.com/shop/broadband-talk/ I agree clearly shows as £27 pm. £9.95 setup fee on top.

 

However down at the bottom it states "Prices may go up during your contract.", so they could increase within those 18 months.  Of course should that happen I think there is an option to cut the contract short, but you would then have to start looking for another deal elsewhere.

 

 

 

 

 

 

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Baldrick1
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Re: Customer Retention vs sky deal

The Customers Options team are differnt to the normal support team. Plusnet like all ISPs will try to charge as much as they can, hence the need to specifically quote the competitors price.

Yes it's hassle but potentially less than a transfer, especially if the change gets screwed up.

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bluewhale
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Re: Customer Retention vs sky deal

@Baldrick1 bit confused as there isn't an option for 'customer options' on that phone number, seems to go to a general line, 'thinking of leaving' is an option though, should that be what i pick?

15min wait time and broken up canned music

bluewhale
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Re: Customer Retention vs sky deal

@vultura <Prices may go up during your contract> not that i can see and it's a standard contract deal, so the same as any other ISP, but then you can jump ship, i doubt they'd do that though as the bad publicity would not be worth it would it?

as i say i'd rather not move, but can't afford to throw away £120 a year...

vultura
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Re: Customer Retention vs sky deal


@bluewhale wrote:

@vultura <Prices may go up during your contract> not that i can see and it's a standard contract deal

as i say i'd rather not move, but can't afford to throw away £120 a year...


Sorry my bad, it is in the text below the blue "get started" buttons.  Second line down.

 

 Edit - Just noticed the end of deal price, under Terms and Conditions link (below the Sky Hub pic). Quote - . After 18 months, you will pay the standard monthly price (currently £43.99pm). 

 

 

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billnotben
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Re: Customer Retention vs sky deal


@bluewhale wrote:

somewhat baffled as to why i need to do this...almost as if plusnet don't appreciate my loyalty and custom..ha ha


It's the plusnet business model. Cap in hand the customer is always wrong one.

Where the customer does all the chasing................

Please I don't want to subsidise new users.

Please can you match other company prices.

Please where's my refund.

Please I left months ago please stop taking my money.

And wait for 30 minutes plus on the phone just for the pleading opportunity.

Not many businesses can get away with that. Their customers eventually kick them into touch.

bluewhale
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Re: Customer Retention vs sky deal

@Baldrick1

well done the phone call and failed again, best was offered is the current standard price, which IMHO we should get anyway and just like the energy companies it should be forced on ISPs.

so now what?

 

re email, can it be confirmed that if i ask to keep my email i will keep all the sub mail boxes etc and will have access to pop/smtip/imap from a non plusnet domain? and that this is now a free service? will it be forever?