New service

[#1]

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 ?

[#2]

Needless to say, I did not sign her up.

[#3]

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.

[#4]

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.

[#5]

Didn't think of the phone transfer.

[#6]

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 !

[#7]

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

[#8]

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

[#9]

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 “.

[#10]

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'.

[#11]

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 ?

[#12]

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

[#13]

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

[#14]

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@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 ?

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

[#15]

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@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.

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