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Why didn't I receive notice of the new T&Cs and Price Guide?

g1000
Grafter
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Registered: 08-03-2014

Why didn't I receive notice of the new T&Cs and Price Guide?

I can tell Plusnet now that I do not accept them. The price guide increases my early termination fees massively, and the T&Cs now say I pay £30 if I switch to "another provider on a different network" (whatever that means, but the answer I have so far from Plusnet is it means any other provider).
17 REPLIES
Community Veteran
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Registered: 27-10-2012

Re: Why didn't I receive notice of the new T&Cs and Price Guide?

Which product are you on?
Quote
18. Early termination charges of our previously sold products can be found in our Product Archive.

http://www.plus.net/support/broadband/products/archive/
Community Veteran
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Registered: 15-06-2007

Re: Why didn't I receive notice of the new T&Cs and Price Guide?

That isn't relevant - the changes are to current products
However - and hopefully I am correct - it is likely a massive cock-up by somebody who didn't understand what he was writing as there is no way they would get away with charging a disconnection fee where BTw don't charge them
If it isn't then under the T&C's the change isn't valid as all customers have to be informed of any change to the T&C's which is to their detriment with a mimimum of 1 month notice
Community Veteran
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Registered: 27-10-2012

Re: Why didn't I receive notice of the new T&Cs and Price Guide?

Assuming the OP isn't on one of the older products, then the early termination fees shouldn't have changed.
I think the £30 cessation fee has always been there.
Superuser
Superuser
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

Hopefully we will get an official response from PN , if the above is correct, everyone has to be given 30 days notice and the option to leave their contract penalty free, as this is a detrimental change to the contract.
Before this update customers moving to a different provider/network were not charged if done by a recognised transfer process.
It now seems if you switch provider everyone will be charged, this is clearly a change to the t and c

Here are the terms before the update http://www.plus.net/info2/legal/terms_28102012.html
A broadband cease charge, as set out in the price guide, is payable if you cease your Plusnet service and do not request and use a migration access code (MAC), or another recognised transfer process to move to another service provider.
So according to the new terms and what has been said, PN think a move to any provider is not a recognised process, and will charge everyone ?
Kind regards
Mike
Mike
Community Veteran
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

The wording isn't great - but I don't think anything has changed from before.
If you're migrating to a non-BTw/Openreach service provider (like Virgin Media), there will be a cessation fee.
If you move your phone line to another BTw/Openreach provider and they cease the WLR/LLU line, there will also be a cessation fee.
Superuser
Superuser
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

According to what PN have said moving to anyone will incur the fee.
A different network is a provider which is not Plusnet, we are your network provider and BT Wholesale network are our suppliers.
Regards
Mike
Mike
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

I thought I saw all this mentioned in another thread somewhere but I can't remember where it was, I'll post back a link if I find it.
Community Veteran
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

Quote from: I
According to what PN have said moving to anyone will incur the fee.

Where have they said that?
Superuser
Superuser
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

Here https://community.plus.net/forum/index.php/topic,140789.0.html
It seems when ever there are important changes , some of PN documentation is poorly written and causes mass confusion
Regards
Mike
Mike
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

The thread I was thinking of I believe is this one http://community.plus.net/forum/index.php/topic,139625.0.html although it contains some user specific issues as well.
Community Veteran
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

Quote from: I
Here https://community.plus.net/forum/index.php/topic,140789.0.html

I think that's badly worded.
In terms of wholesale level, I don't think anything has changed (other than the migration process) in terms of cessation charges.
g1000
Grafter
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Registered: 08-03-2014

Re: Why didn't I receive notice of the new T&Cs and Price Guide?

Did anyone receive notice of the new T&Cs and Price Guide then? Things have definitely changed. If they haven't changed, Plusnet can jolly well put back the old terms can't they?  Wink
How the early termination fees have changed:
http://community.plus.net/forum/index.php/topic,139625.msg1239363.html#msg1239363
http://community.plus.net/forum/index.php/topic,139625.msg1239491.html#msg1239491
How the cease fee term has changed:
http://community.plus.net/forum/index.php/topic,140607.0.html
http://community.plus.net/forum/index.php/topic,140789.0.html
These are material changes to the detriment of the customer. They can be resolved to match the old terms if Plusnet:
- add a new term and table to the price guide, reinstating the old fees for Line Rental Saver customers terminating phone and broadband
- change the cease fee term back to saying "a cease fee is payable if you don't use a recognised transfer process to move to another service provider", alternatively Plusnet need to define "a different network" or re-write the term in a clear, understandable way to the customer with the effect that any customer using Ofcom's recognised gaining-provider-led transfer process for the Openreach Network does not pay a cease fee.
Community Veteran
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Registered: 31-08-2007

Re: Why didn't I receive notice of the new T&Cs and Price Guide?

Have a look at your Account Summary at the Member Centre. Does it give any definitive information there? (sorry if I've missed you posting it in one of the other threads). I know a few years back when they changed the amount of the cessation fee, we were notified and the new value was in the Account Summary.
Community Veteran
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Re: Why didn't I receive notice of the new T&Cs and Price Guide?

That isn't the point
I don't believe the amount has changed - although according to my Account Summary there isn't one - but the conditions under which it is charged appear to have been according to at least one rep on here