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Can someone explain this to me?

warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Can someone explain this to me?

soo... new customer
visits website to place broadband order and sees this
Up to 38Mb download speeds†
Up to 19.5Mb upload speeds
Wireless router included
UK-based customer support 24/7
Unlimited usage
Multi-award winning broadband provider
Activation included when you take phone - Save £50†
Plusnet Protect powered by McAfee included
Fix connection problems with our free help tool - Plusnet Assist
but when said customer enters postcode phone number and address this is what comes up

Unlimited Fibre Broadband
    £14.99
Promotional discount (for 6 months)
    - £14.99
Router P&P
    £5.99
Line rental (First month)
    £15.95
Installation charge
    £49.99
Anytime (First Month)
    £5.00
Voicemail (1571) (First month)
    Included
Today's total
    £76.93
so phone has been taken .... so this should void the installation charge but seems  not?
customer dose have BT phone line (used to be with sky)
12 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Can someone explain this to me?

The activation and installation fees are 2 separate things. If you take fibre and phone we waive the activation fee, however an installation fee is still applicable depending on the results of a line check.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Re: Can someone explain this to me?

but the line is there so you want to charge for something installing that dose not need it
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Re: Can someone explain this to me?

or are you now charging people to have fiber connected to their phone line?
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Can someone explain this to me?

Quote
Installation charge
    £49.99

This is only applicable if a brand new phone line needs installing (or if there's a ceased LLU line at the property).
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Re: Can someone explain this to me?

sky use llu right?
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Can someone explain this to me?

Who is the line rental with, that's the important thing?
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Re: Can someone explain this to me?

she pays it to sky with rest of bill
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: Can someone explain this to me?

Well I don't understand that quote either because the Price Guide says LLU transfers are free.
Cruise85
Grafter
Posts: 105
Registered: 05-08-2014

Re: Can someone explain this to me?

This seems odd, as the charge shouldn't be applicable in that case.
Could you possible DM me over the address details and I will look into this one for you and get you an update for Monday
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Re: Can someone explain this to me?

doing that now
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Re: Can someone explain this to me?

cruise can you shed any light for me please?
kitkatsox
Dabbler
Posts: 23
Registered: 29-11-2014

Re: Can someone explain this to me?

I wouldn't bother don't expect those speeds and as for award winning customer service - I hope you like This is the way to Amarillo