Renewal problems...
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02-09-2017 8:41 PM
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Hello,
My line rental saver is up for renewal soon and I am also out of contract with my fibre package. I saw adverts for PlusNet (and other ISPs) offering packages with line rental included so I thought I would go to the member centre and "change product". However all I see listed are the packages that I am on, which is a bit strange. So after waiting 20 minutes in the queue a chap said he could not assist with account renewals (even though I selected it from the menu) and put me through to someone else... 20 minutes later the person kept telling me I was out of contract and that is why new customers have the better offer - yes I know I don't mind signing up for 12 months, that is why I am phoning! She then went through some options but was told I could not combine the following:
Fibre Unlimited (inc. line rental) and Anytime UK & Mobile.
They said the "system" only lets you have Fibre Unlimited and Anytime UK. If I wanted to have the Anytime UK & Mobile call package I would have to pay the line rental monthly at the higher rate .
I questioned this because I have been a customer for more than 15 years and do not see why a loyal customer should not have access to the same package as a new customer. The person said they would email the next day (today, Saturday) after she referred it to a manager or someone higher up.
I have had no response and cannot call them during the day as I am at work - what happened to email/ticket support?!
Has anyone else had success at getting put on to a "including line rental" package and the Anytime UK & Mobile call plans?
Such a simple thing has really annoyed me and am starting to shop around - I have been with PlusNet since they had less than 250'000 customers and this is the worst customer service I have ever experienced from them.
Thanks for any comments,
Jonathan
Fixed! Go to the fix.
03-09-2017 11:16 AM
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Hi Jonathan,
Sorry to hear of your experience
I'm really sorry to say but in order to add on the new Anytime+Mobile call plan [branded as Unlimited UK and Mobile Calls] you'd need to allow your line rental saver to expire, put the product change through then renew LRS afterwards.
It's a limitation of our systems and there's currently no feasible workaround.
If you'd like to go ahead renewing your contract first let me know and I'll arrange a call back. After that, if you follow the steps above you'll be able to have your desired call package and LRS too.
Sorry for the inconvenience caused
Anoush
Re: Renewal problems...
23-10-2017 3:44 PM
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Hello Anoush,
It's been a while since my original post, but my line rental saver has now expired and am obviously still out of contract on broadband and phone plan. Today I had a look at the options under "change my plan" but the option I want for call packages is not listed and neither are the options for broadband plans that include line rental. I tried phoning the support team but wait times are too long at 30 mins. Please could I take you up on the offer of getting a call back from plusnet to discuss the options as I would also like to upgrade my broadband package?
Thanks for your assistance!
Jonathan
Re: Renewal problems...
23-10-2017 4:37 PM
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Re: Renewal problems...
23-10-2017 4:56 PM
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Wow! Before I could read your reply I was answering the phone - a call from PlusNet. All signed up on the new packages!
Thanks Anoush!
Best regards,
Jonathan
Re: Renewal problems...
23-10-2017 5:04 PM
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- Re: Renewal problems...