Legality of Plusnet Contract Renewal

[#1]

My 2 year contract with Plusnet is coming to an end in October, although I was promised 2 years ago by the salesperson FTTP would be available in my area a long time ago it still isn't. However that is not really the issue, my renewal cost is going to be £34.44 yet I can go onto price comparison sites & get the same service for £24.99.

Not only is this a slap in the face for somebody who has been a customer for 30 years isn't it also illegal to offer a better deal to new contract over existing ones? This is the type of shady deal that insurers used to do, it's clearly indicative of the mover from Plusnet culture to BT culture.

I will now be looking for a new supplier jus based on this experience.

[#2]

However that is not really the issue, my renewal cost is going to be £34.44 yet I can go onto price comparison sites & get the same service for £24.99

Is that the out-of-contract price on your existing contract ? 

You would normally get a renewal offer about a month before your existing contract expires , so yours may not have been sent yet. Certainly, a family member just got their renewal offer which was the same as the new customer offer (minus cashback offers)

[#3]

If I am renewing any contract, I don't take the 'offer' - I call and negotiate, even when they say 'we don't negotiate'. I did that with both my house insurance and BB contracts this year, and got a lower price.

[#4]

@MisterW I have been getting these for over a month, now, yet when I go onto my account there is no option it renew.

Account username: xxxxxxxx

We love having you with us and wanted to let you know about the options available for you as your current contract comes to an end.

Your Fibre broadband contract is coming to an end on 3rd October 2025.

When your contract ends your monthly price will go from £28.68 to £34.44, increases 31 March each year.

Just a reminder you can find your account number on your bill in the billing and payments section of your account.

[#5]

Sorry I have misled you, there is a link in the email which seems to offer £24.99 but when I take the link, log into my account, confirm my address I get the following error message even though I only got the email on the 1st 

[#6]

@Phaeton you should receive a similar email a month before contract expires BUT with additional options to renew and/or upgrade.

Do you currently have a landline phone ?

Is Full fibre available at your property ?

[#7]

@MisterW 

As you see I am within that window, although I have been receiving emails since 11th July by the looks of it

Your Fibre broadband contract is coming to an end on 3rd October 2025.

No Landline

No Full Fibre although the last sales person I spoke to 2 years ago promised it would be here before now.

No other options when I log onto my account as you can see from the previous screen shot

[#8]

@Phaeton 

Do you have any AltNet Full Fibre providers available in your location ?

If so, it might be worth getting some quotes, so that you can either use them to negotiate a better Plusnet deal, or just jump ship when your Plusnet contract ends.

.

[#9]

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@Phaeton wrote:

I will now be looking for a new supplier jus based on this experience.

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Unfortunately it isn't necessary to offer existing customers the same deals as new customers - they just have to tell you that better deals may exist.

However it always astounds me that companies choose to treat customers this way rather than building a relationship that will last.

In order to gain a new customer, Plusnet has to:

• advertise
• compete with other ISPs
• pay commission to referral/comparison sites
• offer attractive discounts 
• absorb the cost of a new connection and supplying a router

While to retain an existing customer Plusnet has to:

• not [-Censored-] the customer off

Edit: there really is no need to increase the cost of the broadband at the end of the contract as the costs of setting up the connection have already been amortized, and the price will increase by 5% each year anyway. 

Moderator's note by Mike (Mav): Avoidance of swear filter edited as per Forum rules.

[#10]

@Phaeton 

Sorry I have misled you, there is a link in the email which seems to offer £24.99 but when I take the link, log into my account, confirm my address I get the following error message even though I only got the email on the 1st

I've seen that happen before, not sure why!

If you wish to recontract at that price , then call COTS and they should honor that offer. 

[#11]

@Phaeton 

Have you checked the OR site to see what it says about your property for full fibre - www.openreach.co.uk

Call the PlusNet Customer Options Team on 0800 013 2632 to see what your options are for your next contract.

Brian

[#12]

So I have after 30 years decided to leave the fold, OpenReach states we MAY have FTTP within 12 months, but they said that for the past 2 years, the problem is it's probably uneconomic to do it as everybody else on the street has gone to Connect Fibre or Virgin, they've missed the boat.

But here is the rub, how do I cancel my existing contract, there is nothing in the help section on how to do it, I presume you have to ring & that's not something I want to do, why is there no option on the website, or if there is why is it hidden. I don't use telephones or X (formally Twatter) so how do I Cancel? Just cancel my Direct Debit is an option I'm sure they will eventually cut me off at some point.

[#13]

@Phaeton 

Assuming you are moving elsewhere you just sign up with the new provider. They notify PN you are moving.

If you use PN email or any other add ons offered in the past you lose them the day you move.

Brian

[#14]

@Phaeton If you don't use telephones or X, Your only option is send a RECORDED DELIVERY letter to: Plusnet Plc, Endeavour, Sheffield Digital Campus, 1a Concourse Way, Sheffield, S1 2BJ.

If you don't do it this way, or actually call them, cancelling the DD will cause you no end of problems. Are you still in contract?

[#15]

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@jab1 wrote:

... cancelling the DD will cause you no end of problems

@Phaeton 

Be aware that Plusnet are very quick to pass any failed payment to their debt collecting bailiffs, and is also likely to affect your credit score.

Do NOT remove your payment method until Plusnet send you confirmation that all payments and any refunds are complete.

.