cancel
Showing results for 
Search instead for 
Did you mean: 

New service

Wibblyp
Rising Star
Posts: 96
Thanks: 17
Registered: ‎15-05-2018

New service

I was attempting to set my mother up with a Pn fibre account. She lives in Swindon and has an active BT phone line. When getting to the end of the order, I was requested to part with another 50 quid for a connection ? Am I missing something ?

23 REPLIES 23
Wibblyp
Rising Star
Posts: 96
Thanks: 17
Registered: ‎15-05-2018

Re: New service

Needless to say, I did not sign her up.

jab1
Legend
Posts: 16,815
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: New service

Does she have a net connection at the moment?

Looong time since I signed up, and I don't know, without looking, if PN still charge when there is no current net service.

I'd try ringing them.

John
MisterW
Superuser
Superuser
Posts: 14,573
Thanks: 5,408
Fixes: 385
Registered: ‎30-07-2007

Re: New service

Sounds a bit strange if there is already an active BT phone line.

Be aware that PlusNet, like most ISP's, will require that you transfer the phone to them when ordering broadband.

Did you request to transfer the number ? if not then maybe it (the ordering system) is assuming that a new line needs installing.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
Legend
Posts: 16,815
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: New service

Didn't think of the phone transfer.Knuppel

John
Wibblyp
Rising Star
Posts: 96
Thanks: 17
Registered: ‎15-05-2018

Re: New service

The question is not asked when placing the order but yes I would have had her number ported too. I was willing to go no further and part with my money with a spurious £50 floating around. She has never signed up to the idea of an internet connection but now, in her eighties,decides it’s time ! Funny !

Wibblyp
Rising Star
Posts: 96
Thanks: 17
Registered: ‎15-05-2018

Re: New service

Sorry the question is asked but in a slightly different manner, I even inputted her existing number.

jab1
Legend
Posts: 16,815
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: New service

Does it say what the £50 is for? - I can't check, as an existing customer.

John
Wibblyp
Rising Star
Posts: 96
Thanks: 17
Registered: ‎15-05-2018

Re: New service

I applied for the basic package and unlimited calls. Informed them of the existing number and postcode. Confirmed the line was active. Came to£31.99 then they added £49.99 for “ installation “.

jab1
Legend
Posts: 16,815
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: New service

Ah. yep a bit steep, but they do get charged by BT for the work they have to do to enable the broadband connection - which is seperate from the basic phone line. Don't know what the actual charge BT>PN is, but I'm moving to another ISP in the near future, and although I already have a broadband connection, they are charging me £20.00 'connection'.

John
MisterW
Superuser
Superuser
Posts: 14,573
Thanks: 5,408
Fixes: 385
Registered: ‎30-07-2007

Re: New service

It's not a broadband installation charge John.

The ordering system doesn't think there's a compatible BT line for some reason! hence the line £49.99 installation charge.

Is the line a BT Basic line by any chance ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Wibblyp
Rising Star
Posts: 96
Thanks: 17
Registered: ‎15-05-2018

Re: New service

That fee is normally £10 and referred to as the activation fee. In this case it is waived as part of the promotion.

Wibblyp
Rising Star
Posts: 96
Thanks: 17
Registered: ‎15-05-2018

Re: New service

Basic in so far as, my mother has never used it to access the internet. Basic in cost ? No.

jab1
Legend
Posts: 16,815
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: New service


@MisterW wrote:

It's not a broadband installation charge John.

The ordering system doesn't think there's a compatible BT line for some reason! hence the line £49.99 installation charge.

Is the line a BT Basic line by any chance ?


Ah, you are correct, my apologies to the OP - s/he needs to contest it with PN then.

John
jab1
Legend
Posts: 16,815
Thanks: 5,339
Fixes: 248
Registered: ‎24-02-2012

Re: New service


@Wibblyp wrote:

That fee is normally £10 and referred to as the activation fee. In this case it is waived as part of the promotion.


OK, as I said, long time since I moved here.😉

John