Plusnet change to EE ?

[#1]

I forgot to say that Vodafone are charging me £23 and I will get a large voucher from a broadband comparison website!

[#2]

Hi yes the forum IS the best thing about PN if my recent experience is anything to go by. But if the forum wasn't there - (Plusnet users giving their time and knowledge for free to help other users), PN wouldn't have a customer service at all. You can't email PN with an enquiry.  They don't even have a online chat system where you can chat to a real person.  If you telephone their customer service the wait is 20 mins to half an hour because " of the unexpectedly high volume of calls". This is the 21st century I doubt if anyone has the inclination to wait at the end of a phone line for 30 mins!!! Plusnet is good for two things - the package prices are usually the lowest on offer, the service is great ( but as Openreach are rolling out FTTP fast, I doubt whether the ISP matters) and of course the wonderful Plusnet community. Of all these, I value the Community the most. 

[#3]

I've just been on the phone to PN because of the recent letter about being moved to EE. Before today my contract was due to expire in January 2027. They have forced me into a new 24 month contract that I do not want. I was told that my choices were go to EE if I wanted the landline or I could stay with PN with broadband only. They refused to let me keep the January end of contract date. All I wanted to do was wait for FTTP to be in my street and then I could look at my options. Open Reach are installing new fibre-optic in the next street, less than 100 yards away.

[#4]

You don't have to move to EE to keep your landline. Ask PN to move you to a Sogea connection and then Port your number with a company like A&A. That's what we did and it works. If you've already switched to EE to keep the landline, it might be better to stick with them until you get full fibre and then change provider if you're not happy. 

We were without a phone for a week switching our line to A&A  and that won't happen if you move to EE. Good luck whatever you decide. I stuck with PN for broadband as i like this community forum. Some amazingly helpful people on here. 

[#5]

@Origami Did you transfer to EE? If yes, then I think you've been misled. As others have pointed out, if you accept the transfer to EE your contract term is unchanged. 

See https://www.plus.net/help/my-account/move-to-ee/ under "What do I need to know about my move to EE?"

Will I start a new contract when you move me to EE?

No. Your contract status and term won’t change when your account is moved over to EE. If you’re out of contact with Plusnet, you’ll remain out of contract with EE. Or if you’re mid-contract you’ll still have the same amount of time left on your contract when your account is moved to EE.

[#6]

@Origami  What did you actually say to Plusnet over the phone? If you instigated the change rather than let Plusnet do it in their own time, then perhaps that's the reason why they made you take a new 24 month contract?

My contract also ends next January. I haven't contacted Plusnet about staying with them, so I'm allowing Plusnet to transfer me over to EE when they are ready.

[#7]

@Origami @Lawrencium103 

For clarification:

If you move your broadband and phone to EE your current contract is honoured. There are no changes to the price or current contract end date.

If you decide to stay with Plusnet, the current contract is cancelled and to avoid Early Termination Charges you have to start a new one from scratch.

[#8]

Ive had an email from PN saying i have 30 days to decide about landline and Broadband not happy about this. My contract is up in September and when i phoned PN they said i would have to pay an early termination fee if i went elsewhere even though it is being forced upon me. Looking at EE charges for landline calls they are far more expensive than PN if i want anytime calls. Any thoughts on this please?

[#9]

@Lin49 You would hope that common sense would prevail when customers are this close to their contract end, but apparently not.

30 days from now takes you to 7th July.  Assuming they put the order through on that day, the replacement service (if you're on FTTC) takes about a week for SOGEA.  For a FTTP upgrade (if you're in a stop-sell area) that can easily take another month to six weeks for Openreach to visit.  You can actually prolong this yourself by putting the appointment back.

So basically, you're within a month and a half of September in any case and much closer to September if you string it out.

I would say choose an alternative provider if you don't want EE, but leave it to day 29 and then call PlusNet. Tell them you're about to put a one touch switch through to a provider of your choice and ask for some common sense to be applied.

If they refuse, you might just have to stomach a month or two of early termination charges and then complain.  Either that or allow the EE transfer to go through, which will cost BT/EE/Plusnet to process and then immediately leave.

[#10]

Thanks for your input. I may give them another call as they say you will be transferred to EE on the same tariff and price and see if they can tell me the exact amount. The EE website is saying they want an extra £13 for calls and this is not acceptable!

[#11]

That £13 is for new customers - if you move to them of your own volition.

I would be very careful what you agree to on any phone call.

At present, the way you are speaking, you are at risk of inadvertently getting yourself in to exactly the situation that you're not wanting to happen.

Be aware, if you initiate the change or any call handler does for you, then you will be in a new EE contract.  That's NOT the same process as letting Plusnet force it on to you at the same price as now - from which you could escape between now and September - and furthermore would be free to still move in September.

[#12]

@Lin49  Why do you need to phone Plusnet again when they have already said that they will transfer you on the same conditions & price?

The prices on the EE website are not applicable to those of us transferring from Plusnet.

[#13]

When I go through from Plusnet it mentions pay a you go or £13 a month. I am on weekend and evening calls they are not mentioned. So will EE honour that if I let PN do the transfer?

[#14]

PlusNet used to be a top class provider. Good price and good service. But I have the strong impression that they have had a major change of attitude forced into them from their masters at BT or EE whatever you want to call them. My contract was up for renewal last Feb. I was told with less than a months notice that my landline would be discontinued and my only remedy was to move to Elevate a hugely inflated monthly cost. aA year before that I had ceased the anytime calls package at £10 pm in favour of 2 Lebara SIMs at £5 each with 1000 mins and texts plus 5Gb data and all usable throughout EU. I’ve been nowhere near those limits! I moved to Vodafone at £23pm with 3% + CPI increases for phone plus landline with no included calls. I also got a welcome bonus of a £140 Tesco voucher thrown in as a welcome. The switch to FTTP took less than an hour with double the speed. If I remember well the cost was around 50% cheaper than EE and even cheaper than I had been paying before WITH the landline at PlusNet. And Greenby performance has been abysmal. Shame to
lose PlusNet after nearly 20 years but if they cut their service they can’t compete. I’m very happy with Vodafone at twice the speed and a better router than the old PlusNet 2 version with VOIP and WiFi being seamlessly efficient. My advice is to move away! You have nothing to lose😔

[#15]

Hi @Lin49 

Thanks for coming here.

The information that @Baldrick1 posted above is correct.

If a customer has been contacted by Plusnet to move their broadband and landline services to EE, they will not be charged extra or have their contract extended as part of the move.

If you would like more details, please see the Move to EE help page.

Thanks. 

Leanne.