Digital switchover options

[#1]

I am 12 months into a 24 month contract with Plusnet. They emailed me telling me that I need to change my package due to digital switchover which is fine.

However the only options they're offering are to start a NEW 24 month contract. I said what if we don't do that what will happen in December and they said I'd roll onto a new 24 month EE contract. This seems wrong. Surely if they cancel the contract in Dec I'd be free to leave, or make any other choice?

[#2]

Moderator's note:
Thread moved from Broadband to My Account/Billing

[#3]

@pmg102 Welcome to the Plusnet Community Fora.

Am I correct in assuming that you also have a landline phone with Plusnet?

If so, this information is incorrect. If you do nothing you will be automatically switched to EE’s broadband and digital voice service for the remainder of your current contract at the same price as you are now paying.

[#4]

Yes currently phone and broadband but like many I don't use the phone so don't mind swapping to full fibre.

I just don't want to be forced into starting a new 24 month contract.

So what you're saying is there IS a way for my contract to end in June 2027 as it currently will, and that is to do nothing.

But if I do want to ditch the phone now, I'd have to start a new contract.

[#5]

@pmg102 

That’s correct. If you let Plusnet move you to EE then your current contract continues, there’s simply a different name on the top of the bill. Come next June you are free to give up the phone and move back to Plusnet or elsewhere should you so wish.

If you wish to stay with Plusnet then your current contract is cancelled and to avoid cancellation charges you must start a new contract.

[#6]

@pmg102 

If Full Fibre is available to you and you choose to upgrade you would be required to start a new contract, regardless of the phone situation.

You appear to have two choices. Upgrade with PN with a new contract or accept a move to EE until th end of your contract and then decide on you next move.

You could phone the PlusNet Customer Options Team on 0800 013 2632 and see what they can offer you in the way of contract length or price.

Brian

[#7]

@bmc

What about scenario of doing nothing and accept auto migration but in a FTTP priority area?

[#8]

@njay 

As part of the migration Full Fibre will be installed.

[#9]

Surely Full Fibre will only be installed if the OP is on a Fibre Priority Exchange.

Brian

[#10]

@bmc 

The question is. “What happens if I am in a fibre priority area”?
Regardless, if full fibre is available I would not be surprised if upgrading was not suggested.

[#11]

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@njay wrote:
@bmc

What about scenario of doing nothing and accept auto migration but in a FTTP priority area?

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I asked this question when I got a phone call from the 01438989277 number. She said that as part of the migration I would have to have FTTP installed. What I didn't think to ask was whether that would invoke a new 24 month contract, or would it still last until the end of the current contract.

There's nothing in the email or website about customers in this position, as it says that no engineer visit will be required. Clearly, for customers like me who currently have FTTC, but are on a FTTP priority exchange, an engineers visit is obviously required.

[#12]

The Plusnet page about transferring to EE has been updated since I last looked. It has now added this about engineers visit...

Will an engineer come to my home to install the new EE service?

We’ll let you know if an engineer needs to visit. Check your letter from us – it will confirm whether you need an appointment to install your new service. 

If you’re moving to EE Full Fibre:

Openreach will contact you by email or text to arrange a convenient appointment. Once you’ve confirmed the date, an engineer will visit your home to install your service. 

If you’re moving to EE Fibre:

In most cases, there’s no need for an engineer visit. Your broadband and home phone service can be moved to EE without the need for an engineer to visit your home. 

Perhaps the current letters being sent out will let you know if an engineers visit is required, but mine didn't.