Hello all,
I ordered Plusnet Fibre Broadband last month just days before BT's big BT Sport announcement. It made me quickly shop around after a number of year's loyalty with Plusnet.
Originally I thought I had been quoted by Plusnet £26.99 a month for their new package, but a few days later their website said £19.99 a month. I had little to refer to about monthly costs because Plusnet do not send e-mails with the cost agreed, nor do they write to you with the price quote. So as I was shopping around I rang about 5 days later asking them how much I was paying and whether it was £26.99 or £19.99. My order was not to be processed for another week.
I spoke to the sales update department saying I was still shopping around following BT's announcement and depending on the price I may still cancel my order. He said he couldn't see the specific price I had been quoted but could not see why I wouldn't be paying £19.99 as he had not heard of a £26.99 figure before. Happy with this I hung up and stuck with them and thought little more of it.
Now my first bill has come through at £31.99. £5 for an add-on package I was told would be removed on my new order, and £26.99 for the broadband package!
When I call Plusnet tonight the advisor said he would remove the £5 monthly add-on (but wouldn't apologise or refund for the mistake) and said I had agreed £26.99 at the time of my order and had no notes on the system about the subsequent call. I have made a complaint, particularly as no figure was provided in writing by e-mail or post, nor on their account pages of the website until the order was complete, and the sales department misled me on my second call.
Do I have a leg to stand on now I'm properly into my contract and had likely agreed a price different to the one quoted a second time? It's really put me off Plusnet, their customer service has gone downhill.
