| Quote from: Devonian |
| So as a thanks for my loyalty and despite being under contract still, I receive an email this morning telling me my price is going up, my notice to leave period is extended, and my fee to cancel is raised. |
The cessation fee isn't strictly a cancellation charge. Customers migrating to another ISP don't pay it. Just wanted to provide that clarification again to avoid confusing the uninitiated.
| Quote from: alanj |
I received my email yesterday and have just spoken to the Customer Options Team about possibly downgrading from Fibre to ADSL... I was alarmed to find that the person I spoke to didn't know about the increase in line rental for existing customers, or the increase in cessation charge or increase to the notice period....
I'm not sure how the team can be expected to retain any customers if they don't know about changes being made to pricing and terms and conditions. Maybe it would have been an idea to let them know? |
We did and I'll be following this up to find out why the agent you spoke to wasn't familiar with the changes. They should be!
| Quote from: alanj |
As for downgrading from fibre to ADSL - well, that seems to have everyone confused!
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It's possible but there may be a penalty based on the fact that all fibre contracts are 18 months in length.
| Quote from: I |
| Quote from: Bob | | Quote from: I | This suggests that you can charge for deferred cost ( like hardware etc) if leaving due to a material disadvantage, surely that is not correct?
| Quote | | 47. If we have made a change which is to your material disadvantage, you will not have to pay a charge (excludes any charges or payments we have deferred) if you decide to end your agreement early, unless the price guide says otherwise. However, once we have told you about such a change, you must let us know that you want to end the agreement within 10 days. |
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I'll double check but in the past we've charged for deferred costs when we've done this sort of thing. Having said that, most people actually have true 'profit foregone' contracts now rather than deferred charges. |
Hi Bob was you able to check this?
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Yes Mike, deferred charges are payable although there don't seem to be any associated with your account, assuming I'm looking at the right one?
| Quote from: Thunderclap |
Bob Pullen Wrote :
"If you're talking about the wholesale cost of broadband provision then there hasn't been a significant increase in that area of late."
and
"We make negligible amounts of money from entry-level broadband subscriptions so I guess it is a bit of an incentive to bring your landline service to us as well. We're investing heavily in our network and product offerings for the future as well as opening a new office in Leeds. Whilst nobody likes this sort of thing, it does help us cement some of the stuff we have in the pipeline."
Are you saying this surcharge is therefore an incentive to force customers to leave BT [and others]?
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That's not the sole reason, no. I'd be lying if I told you we didn't make more money from 'dual-play' customers though.
| Quote from: vilefoxdemonofdoom |
What stuff do you have in the pipeline that requires cementing?
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| Quote from: kdoug007 |
i am on a contract until next january broadband only.. hope thats ok still??.
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From what I can tell, your monthly subscription's staying the same.
| Quote from: priyanka123 |
| I havent got any mail till now and looking at other threads its not clear. I am on unlimited broadband(half price) and eve/weekend phone calls(13.99) package contract from february. Will this price rise impact me? If yes can I move to another provider for both landline and broadband? |
Your line rental is increasing from £13.99 > £14.99 in October. The email makes this clear.
The last batch oif emails isn't scheduled to go out until the end of the month.
If you move both services to another provider then the following applies (taken from the email):
| Quote |
| If, as a result of the changes in this email, you decide to terminate your affected service(s), you may do so without incurring the Early Termination Charge(s) that may otherwise be payable. If you wish to exercise this right you must contact us within 10 days of receiving this notification. You will still be liable for service charges up to the date of termination. |
| Quote from: Jarr |
I have the plusnet unlimited fibre package with talk anytime and I joined in April so my line rental is £13.99.
I assume I have a right to cancel my contract with you?
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As above, the emails really do explain this all though folks. I recognise some of you haven't received an email yet but that's to be expected, we're not even half way through the send yet.
To reiterate what I said in my opening post:
| Quote from: Bob |
2. If you haven't yet received an email then please be patient and try to refrain from posting until you have. The emails are tailored to each specific customer's circumstances and should answer the majority of your questions.
Thanks.
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| Quote from: Jarr |
So if there's no official statement .........?
[Moderator's note by Jim (Oldjim): Full quote of preceding post removed, as per Forum Rule]
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Everyone will receive an email. If you're looking for something in the interim then I'd suggest having a read through the information
here.
| Quote from: scoobydoo1 |
| Quote from: I | Yes i have had the email, You have 10 day from receiving the email to notify them you will be leaving, there is mention of a set amount of time you will have to leave by.
Regards
Mike
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thats clearly wrong, as it quite clearly states on the first page of this thread the following
Cancellation notice period
"The notice period you need to give before leaving us will change to 14 days. |
As of October 1st. If you disagree with the changes and exercise your right to leave then presumably you'd be doing so before October 1st (the current notice period being 10 days).
| Quote from: Jarr |
Just re read things. As I'm paying for phone and broadband ill have no price increase?
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No, the cost of your line rental and calling plan is increasing. The email we send to you will tell you this though
| Quote from: vilefoxdemonofdoom |
So you could choose to move your phone to BT, (for instance), but still take your broadband from Plusnet without being penalised?
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Depends entirely on your circumstances. If you have Value or Extra then your broadband subscription would increase by £1.50. If you signed up after May 8th (or have changed to one of the newer products since then) then changes are your broadband subscription would increase by £2.50. The latter is following the changes described in the post
here.
| Quote from: Razer |
The way I read this is that I have a 12 month contract at a certain price. PN are saying they want to change that contract to charge more. If I don't accept I can give notice to cancel, but if I give notice to cancel I will be penalised for cancelling before my contract is up. How is that fair?
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Your deferred contracts expire on 01/11/13 so I'd imagine we'd probably make an exception there.
| Quote from: dsw |
What happens to those customers who've paid line rental up front, but want to leave due to the changes?
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I'm not sure there'd be much benefit in doing this but the terms of the Line Rental Saver contract dictate that the up front payment isn't refundable. Not sure how this works where additional calling plan charges are concerned, although you're not paying extra for a call plan at the moment any way. For anyone that is, I'm trying to get an official answer via our legal channels.
| Quote from: dai |
| I am on Extra Fibre. I have not received the email yet, but I take it that I can expect the increase of £2.50? |
If you're paying £13.99 for line rental as well then yes. You don't seem to be though so your monthly subscription will rise by £1.50, not £2.50.
| Quote from: dai |
If this is the case then I will be cancelling within the 10 days notice period, and plusnet will receive their router back in the post. I dont think a charge of £28.99 for just broadband, constitutes good honest value broadband!?
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Sorry to hear that. Out of curiosity, where would you be looking to move to?
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
