I have been a loyal subscriber to Plusnet since they first started twenty years ago.
I have just received an email from Plusnet offering me a new fixed price contract, on the grounds that I am no longer on one. For a start, I was surprised because I thought that I was still on a fixed price contract, but evidently it expired at the end of October. However, no-one from Plusnet advised me of this which I find unprofessional and rather short-sighted. Presumably Plusnet wants to keep its customers on the basis of a bird in the hand etc...!
I was talked through a new 24 month contract and was a little surprised that it was so expensive - I did not think that I had been paying as much as that before. However, I accepted the offer on the basis that it was in good faith competitively priced, and I was advised that I had a 14 day cooling-off period.
Afterwards I thought i would look into what I had been previously paying and was astonished to discover that the new price represents nearly a 20% price increase ! Well, I am retired, living on a pension and 20% is far higher than any increase in my pension is likely to be (even listening to election promises !).
I therefore decided to do a price comparison. Plusnet was indeed at the top of the list, offering the cheapest deal which was actually less than I have paid in the past. There was one problem : it is restricted to new customers only. No rewards for loyalty therefore !
However, there were all sorts of other offers from competitors, all of them far cheaper than the renewal price Plusnet has offered. I am not at all happy about this, and therefore intend to invoke the 14 day cancellation period unless Plusnet can give me a valid reason why I should not do so.
I have tried to contact Plusnet tonight, but the Chat service is not available and Customer Services is closed. So I would ask for someone from Plusnet to get in touch with me URGENTLY. I can be contacted by telephone in the normal way or preferably by email, as I am out and about a lot, or of course through this website or by PM.
If I do not hear from anyone from Customer Services, then I will have no alternative but go elsewhere. I am not unreasonable and understand that prices have to be increased but not by 20% ! Especially not in a competitive market, and even less so when I barely get download speeds of 20 Mb. !
I hope someone gets in touch quickly.
