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Locked into a contract with no service

chrispmegan
Newbie
Posts: 2
Registered: 28-06-2009

Locked into a contract with no service

I don't know if anyone else has ben succered by this, but beware...
I originally signed up to PlusNet because it was a one month contract and I was helping a friend out who was moving to the country for a short while.  When they moved out they thought they might come back so I downgraded the service to the PlusNet value while they were thinking about it.  I had used these internet facilities to change the account before when increasing their broadband allowance and so thought nothing of it.
Little did I know that I was signing up to an 18 month contract.  The house now needs to be knocked down and so I went to cancel the service only to find PlusNet expecting 18 months of subscription as a cancellation charge.
I wasn't notified that I was entering a new contract or given any kind of email acknowledgement and a cooling off period.  If I had noticed any of this I would have immediately cancelled the contract.
I wrote to them about this and got a letter back basically saying "too bad".
I was really happy with the service up until then, so it is really dissapointing to find that you have been dealing with a bunch of sharks the whole time.  It looks like I'm going to have to investigate legal options further, but I could really do without the hassle.
So, if anyone is thinking of mucking about with their account, BEWARE!
I'd obviously welcome any feedback from others who have found themselves in a similar situation and found a way through.

8 REPLIES
Superuser
Superuser
Posts: 6,473
Thanks: 590
Fixes: 49
Registered: 30-07-2007

Re: Locked into a contract with no service

As an existing user not taking any hardware your product change should have only been to a 12 month contract not 18 months, if that helps a little.
See here http://community.plus.net/forum/index.php/topic,74429.0.html
scootie
Grafter
Posts: 4,799
Registered: 03-11-2007

Re: Locked into a contract with no service

i find this contract info to be lacking also.
i think at the very least full terms an condtions should be sent by email.
the staff member who changed your account should of informed you of the change in contract this is  a legaly binding contract i belive done over the fone
Community Veteran
Posts: 1,100
Registered: 05-04-2007

Re: Locked into a contract with no service

Did you action the change yourself using the portal or via the ticket system  or  was it done via customer support over the telephone?
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Locked into a contract with no service

Hi there,
Firstly I'm sorry that you feel you've been unfairly 'locked in'. With regards to the contract, this is in the terms and conditions when changing products, and is in the confirmation email received when the product change completes.
It was discussed very heavily when we launched the new products (and we've made it a lot clearer in the product change journey since).
From looking at your account it looks like it's on hold for a few months?
chrispmegan
Newbie
Posts: 2
Registered: 28-06-2009

Re: Locked into a contract with no service

Thanks to everyone for the prompt replys and apologies for not giving an update sooner...
I made the change on-line and didn't speak to anyone on the phone.
I did not receive any confirmation email when I made the change, and if I had would have cancelled it immediately, which is one reason why I feel particularly aggrieved.
I did put the account on hold as this seemed to be the only option available to me while I tried to sort it all out.
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: Locked into a contract with no service

Quote from: chrispmegan
The house now needs to be knocked down

That would make the bailiffs scratch their heads if you cancelled without paying!
Grin Grin Grin
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
joneshome
Newbie
Posts: 6
Registered: 11-07-2009

Re: Locked into a contract with no service

As a long standing customer PlusNet services have deteriorated significantly, my experience now is:
PlusNet claims "superior service" - I would suggest that PlusNet look up the meaning of the word before trivialising it
PlusNet claims "Superior customer support" - Try getting hold of them, try being kept informed if your have lost your internet connection.
PlusNet claims "honest pricing" - its not, particularly in respect to existing customers, and its web offers are no more honestly worded or displayed than any other provider. Market 1-3 pricing is also very discrimatory.
PlusNet claims "a real passion for what it does" - a woman would fall asleep
“Plusnet knows broadband and doesn’t specialise in anything else. With us you get a superior service, superior customer support and honest pricing from a company that has a real passion for what it does.”
G
itsme
Grafter
Posts: 5,924
Thanks: 1
Registered: 07-04-2007

Re: Locked into a contract with no service

Do you know where the Market 1,2,3 definition and pricing come from?