Price Rise Email
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Price Rise Email
17-07-2015 2:29 PM
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As a Telephone & Broadband customer I am aware of this pending price rise due to start on the 2nd September but I have yet to receive this information from PN. Can some one from PN confirm what action should I take from the 2nd of August if I do not receive the price rise email.
Thanks
Re: Price Rise Email
17-07-2015 2:37 PM
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I'm confident that you will receive and I don't see any reason why you shouldn't. However in the unlikely event that you haven't received the email by 02/08/15 I'd recommend giving our customer options team a call on 0800 013 2632 to discuss it further.
I hope this helps.
Re: Price Rise Email
17-07-2015 5:09 PM
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Re: Price Rise Email
17-07-2015 8:47 PM
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[quote="Changing these Terms (notification) (51)"]We will also let you know about a price increase or a change to the Terms and Conditions that we believe is likely to cause you material disadvantage at least one month before it happens. We will let you know about other price changes and changes to the Terms and Conditions via email to the contact email address on the account and by adding a service note to your account
Re: Price Rise Email
18-07-2015 6:37 AM
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Re: Price Rise Email
18-07-2015 8:14 AM
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Some clever person at Plusnet gets paid good money to take BT's terms and butcher them
You should wait till you get the email if you want to leave due to the price rises. If they don't send it by 2nd Aug, I would ring and ask for it to be sent immediately.
Re: Price Rise Email
18-07-2015 5:00 PM
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Re: Price Rise Email
18-07-2015 6:57 PM
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Re: Price Rise Email
20-07-2015 9:24 AM
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The system will try to take the termination fees unless the customer has been in touch to advise that they are leaving due to the price increase.
Re: Price Rise Email
20-07-2015 12:19 PM
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Quote The system will try to take the termination fees regardless unless the customer has been in touch to advise that they are leaving due to the price increase.
Fixed that for you Harry - see multiple posts about this.
Re: Price Rise Email
20-07-2015 1:25 PM
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I understand that a couple of people have received the charges after calling and I can only put this down to agent error The feedback has already been passed on internally on the ones that have been brought to our attention, however I believe these errors have only affected a small percentage.
I also note that people have left without notifying us, therefore charges have been incurred before they call to tell us the price rise was the reason for leaving.
Re: Price Rise Email
20-07-2015 1:47 PM
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Re: Price Rise Email
20-07-2015 4:52 PM
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Quote from: HarryB We know who has had the email and who hasn't as there will be a service notice on the accounts that have had the email.
The system will try to take the termination fees unless the customer has been in touch to advise that they are leaving due to the price increase.
Can you see if I have been sent it yet. Again just wondering in case I just never got delivered.
Re: Price Rise Email
21-07-2015 4:08 PM
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Quote from: HarryB The system will try to take the termination fees unless the customer has been in touch to advise that they are leaving due to the price increase.
You have no right to do that. Our contractually agreed terms specify that if Plusnet raise prices, we may end our agreement early without a charge so long as we let Plusnet know either by notifying you directly or where switching provider, Plusnet will accept that provider’s order notification as notice (Residential Standard Terms, Paragraph 53 read in conjunction with Paragraph 46).
There is a very good reason the contract incorporates this, it is an Ofcom requirement that even in this circumstance the customer should not have to contact the losing provider, as this serves the consumer interest. Already we have seen several complaints from customers suffering the ill-effects of Plusnet breaching this.
Plusnet and their staff are very quick to quote contractual terms and hold customers to the last letter when it is to their advantage, but have double-standards and suddenly play dumb when the roles are reversed.
Re: Price Rise Email
21-07-2015 4:38 PM
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@Estragon and g1000 - You're both right. After double checking this I have been advised that accounts that have had the email notification come through should prompt manual intervention from our billing team to write off the charges.
I apologise for passing on this incorrect information previously and for any confusion it has caused.
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