Price increase

Has there been a recent price increase?

Isn't it normal for companies to advise before they implement increases?

No price changes have happened for existing customers. Have you changed anything on your account or come to the end of an offer you were on? Could it be that you've cancelled a Direct Debit and we're charging the £1.50 non-DD fee now?

Thanks for the reply.

I've asked Plusnet to change my payment method, but they haven't sorted it out yet!

I wasn't aware of any offer, but if that's the case wouldn't Plusnet advise customers of this?

I haven't cancelled a DD, as far as I'm aware that is still in date.

Any chance someone could sort this out for me please? I've tried emailing, raising tickets and phoning to no avail.

Edited by hk11 (Fri 07-Jun-13 14:35:06)

We don't have any active payment details on your account, you can log in to our website and make a payment from there.

I spent a long time on the phone with you on this. No promised follow up, as usual!

You *do* have full details on my account. In fact you should have two lots!

When you set up a direct debit it takes several days to go active, unfortunately the new direct debit has not had enough time to go active and therefore the payment due yesterday has not gone through.

When you log in to our website you are prompted to pay now or update your payment details. You can do this via the website or by calling us.

Why does it take so long? You've had details for several days now!

Given the above why don't you use the details you have been using for months, if not years?

It is useless calling you as your operatives don't offer any help!

Edited by hk11 (Fri 07-Jun-13 13:16:25)

When we receive a request to update payment details we stop using the old ones as we're not supposed to use old details for payments.

I'm sorry you feel that way, however as I've advised you can make the outstanding payment via a card on our website.

But surely the details you had aren't "old" until the "new" ones take effect?

Why would I want to pay twice for a service that offers no empathy for it's customers?

You're not paying twice, no payment has been taken from the old details because they are no longer active.

I'm sorry but I'm really not sure how else I can explain how to make the outstanding payment.

In reply to a post by hk11:

But surely the details you had aren't "old" until the "new" ones take effect?

Some people will think that way, like you do.

Others will think the opposite way - "I've given you my new details, why did you continue to use the old ones?"

The safest option that PN can take in these circumstances is the second one, and consistently apply the one standard to everyone.

The problem you are encountering is that we are now so used to making card payments instantly, whereas establishing a direct debit still takes time.

I'm not asking "how I make payment".

Fair comments, but if they can't be bothered to process payment instructions in a reasonable time frame they should explain why and not accept them near renewal!

Well what is it that you already haven't been told then in previous replies?

That changing payment details would result in being penalised!

What has happened to your broadband, have you had a late payment fee or something?

If he's fallen to credit card, there will be a CC fee on top. We'll refund that though based on it being a timing error.

I think so, yes.

But like all Plusnet issues, no one will give a straight answer.

Some systems are simply AAF.

I'm sorry you feel that way, I've tried to answer every question you've asked today on here, out ticket system and Twitter, all in all I've replied over 20 times to you so far today.

If I've missed a question, please let me know by asking it again.

Always and Forever?

Don't understand.

I've asked time and time again!

I just don't understand your approach to customer relations.

Rather than say, "ah, yes, we have payment details, but our system will take some while to sort things out, we''l take off any restrictions"; you keep asking me to pay again!

I've looked back across the whole thread here, and can't see a definitive question that you've actively asked PN to do something for you.

Even when Chris asks, you just cryptically answer "I've asked time and time again" but I still can't see it.

There are plenty of rhetorical questions of "Why would I xxx", but the real thing that Plusnet can do for you isn't covered by them

The closest thing I can find is you stating "I've asked Plusnet to change my payment method, but they haven't sorted it out yet!" Is that your question?

If so, it has been answered: "When you set up a direct debit it takes several days to go active, unfortunately the new direct debit has not had enough time to go active and therefore the payment due yesterday has not gone through."

Perhaps the thing you are missing is that, even when the DD is set up, this particular payment won't go through it. I'm sure you still need to make a payment by some other means.

Sorry, you won't be able to see my "questions" as they are on Plusnet's webserver.

I can copy and paste them here, but is that what you require?

The question I raised on here re price increase has been answered but follow-ups haven't for example :-

"wouldn't Plusnet advise customers of this?"

Well come on be definitive what exactly do you need to know now? All I can see it nit picking they have tried to help you but you still carry on and I don't even understand what you need to know now.

Direct Debits take time to set up, across all companies.
They have offered to refund the pay by card fee for you


Now you are going on about you don't understand customer relations, what about it? If you have a complaint then go through the proper complaints process, or if you actually have a question that is important to your account then ask it clearly so they can answer you.

I think the issue here is the delay in getting a standing order active. This has to be authorised via you bank, so is not instant, so PN are unable to take any monies.

It is reasonable to me that if you set up a "new" payment method I would expect the ISP to cancel the original to avoid the danger of have two running concurrently. I assume they only have one active payment method at any one time, and that is now the standing order

It leaves the only option to pay any outstanding monies directly, untill the standing order method is authorised by your bank

We have *not* increased customers prices across the board, as Kelly says in an earlier reply you've had the non-direct debit surcharge added to your account as there were no active direct debit details when we attempted to bill you. He's also said that once the payment has been taken we'll be happy to refund it.

The payment has been authorised and the code phoned over to Plusnet. Their reaction was to tell me it still takes 7 to 10 days and refusal to put me through to a manager/supervisor.

All I want is Plusnet to take the money that was agreed when I took out the service. They have/had valid payment information, but don't seem to want to take it.

They said they can't use old payment information, and 7 to 10 days is normal practice.

In reply to a post by chrisparr:

He's also said that once the payment has been taken we'll be happy to refund it.

Must have missed that one.

I'm happy for you to take payment on the original DD. The money is sitting there waiting for you!

I don't have a debit card from my new bank but I'll happily send you a cheque if that will resolve matters? I might even be able to do a bank transfer.

I've never come across a company so reluctant to accept payment before!

As I've mentioned several times in the ticket replies, the payment *cannot* be taken as the direct debit is not active. If you want the payment to be taken now you'll need to pay by card via the methods I've explained. Speaking to a supervisor/manager is already happening (that's me!).

I'm happy for you to take payment on the original DD. The money is sitting there waiting for you!

I've explained several times that we can't do this as the direct debit is no longer active.

We don't accept cheque or BACs payments, however if you contact our payments team they might be able to sort something out in this one-off situation, although if it's via cheque then it'll be around 10 days before payment clears.

You are being reluctant to read what others have put for you on here in all fairness. Fair enough you don't have a bank card but debit/credit card payments are common as well nowadays and would sort you out instantly. Direct Debits as said previously take time to set up and you should expect this, they are not instant. You make it sound as though this is a problem solely on PN but it's not. I mean even if you send a cheque you will have to wait for it to clear and be credited to your account.

Your best bet because you don't have a card is to do the bank transfer if they accept this, usually this is accepted by entering your account number as the reference. This can also still take within a week to show.

Edit.

Just read the other reply and they don't

Edited by deleted (Fri 07-Jun-13 16:46:21)

In reply to a post by hk11:

I'm happy for you to take payment on the original DD. The money is sitting there waiting for you!

That DD has gone to it's maker, it is deceased, its's expired....it is a dead DD.

Push the cage all you want......... it is a late DD.

In reply to a post by chrisparr:

I've explained several times that we can't do this as the direct debit is no longer active.

Then re-activate it.

quote=4243776]
if it's via cheque then it'll be around 10 days before payment clears.


So some other charge will be triggered I suppose?

This is impossible! You have a faulty system and it's causing me (and presumably other customers?) grief. I've been a loyal customer for well over a year and have never had a problem with payment. If I remember correctly I paid a month in advance anyway!

YOU re-activate it you have access to your account yes? Put the details in it will be processed in the normal time frame of direct debits. It's your responsibility to keep payment details up to date at the end of the day, so if your old DD needed changing this should have been done earlier than the billing date so you wouldn't be in this scenario.

If we were to reactivate the old direct debit, that would take 5-7 working days. The same timeframe as adding a new one.

I'd strongly suggest contacting our payments team on the normal phone number and speaking to them about arranging how to pay for this.

Sorry, but after 30+ replies across your tickets and here there really isn't anything else I can add.

Edited by chrisparr (Fri 07-Jun-13 17:00:58)

In reply to a post by lt567:

should have been done earlier than the billing date so you wouldn't be in this scenario.

It was, but I was unaware that Plusnet would take so long to process it! Had their system warned me that they would just sit on it, I would have delayed changing.

My bank confirmed payment was ready to be taken *on* the payment date. I still don't know why Plusnet haven't taken it.

When you set up a new direct debit, we email you with confirmation. This quote is taken directly from that email...

Please remember that your Direct Debit can take up to five working days to process before it becomes active.

So why did your operative say 7 to 10 days?

I assume that as my payment was set up 5 days ago you can now take the money?

p.s. Still not received the promised email.

OK, this is my last post on this thread prior to the weekend.

So why did your operative say 7 to 10 days?

7-10 days is a similar timescale to 5 working days. Note the working days.

I assume that as my payment was set up 5 days ago you can now take the money?

No, it's not active, I'm not sure how many more times I can reiterate that.

p.s. Still not received the promised email.

Log in to our website and check the email address is correct.


In summary:

- Your new direct debit is not yet active.
- Your old direct debit is not active.
- To activate the old direct debit again would take 5 working days.
- You need to contact our payments department to discuss a one-off payment.
- We cannot take payment from either of the direct debits as they aren't active.

Thanks Kelly.

I think you sorted me out the last time I had problems?

Account now appears to be unrestricted again, so as a goodwill gesture I entered my credit card details but got this back. :-

"Your card validation was unsuccessful. Please check card details and retry, or use an alternate card"

Any ideas?

Usually, (on all ISPs), an address mismatch somewhere in the detail parts between the address on the card account and the one on the ISP account. Can be very difficult to circumvent.

Looks like you may be in a similar loop again .

In reply to a post by RobertoS:

Looks like you may be in a similar loop again .

It must be me!

Tried ringing PLusnet and auto answer says waiting time 15 mins.

Edited by hk11 (Fri 07-Jun-13 20:28:25)

Have you checked if that is the problem? I assume you already checked the card details you entered.

In reply to a post by hk11:

I think so, yes.
But like all Plusnet issues, no one will give a straight answer.

I think the Plusnet reps on this forum are going out of their way to try and help you...

It's obviously me then.

Have tried two different credit cards and they both give the same error.

If the problem is the address the ISP has is different from the address the credit card company has, and the addresses the two credit companies have are the same as each other, then they would both give the error.

Have you checked the three addresses? Every line.

Thanks Robert.

My address matches, but maybe not in the same line format. If you are saying this is important, then I am unsure how I can ensure all companies use the same format. Surely it depends on their database?

In reply to a post by chrisparr:

- Your new direct debit is not yet active.

Is this still the case please?

It's 17 days since I requested the change.

It's been active for a while now, however we can't take the outstanding payment from it, hence asking you to contact our support team in order to make the payment via card.

In reply to a post by chrisparr:

we can't take the outstanding payment from it,

Why?

Speaking of price increases, I was seriously considering joining plusnet for the FTTC broadband only as I don't want to put my mom through the hassle of changing her BT service. I was a little bumbed there are never any offers on the broadband only option, but now the price has gone up as well.. *sigh*..

I guess that's "better" than hiding the fact that broadband-only packages even exist!

Wow! I missed that.

With this thread starting the way it did I thought the OP was just on about an extra £1.50 being taken from him.

Quite big percentage increases as well.

See here:

http://community.plus.net/forum/index.php/topic,1159...

Surprised a separate thread hasn't been started here to moan about it.

I wasn't aware of those price increases for Broadband only customers either, and I've got my own reasons for not wanting to switch line rental from BT to PlusNet, partly because it will work out more expensive than the deal we presently get with BT.

As FTTP is now available on my line I had hoped to be changing soon from PlusNets 'Unlimited' @ £9.99 per month and going on to their FTTP 'trial' which was to be charged at £19.99 per month (the same as FTTC Unlimited). This would have been provided at 80/20 down/up.

However, even though I've been with PlusNet for over 10 years, after just reading about the increase of £2.50 per month I'm now seriously reconsidering how BT Infinity will stack up against the PlusNet trial, bearing in mind that I would be able to get the service provided on a faster connection. I'm aware that I will have to pay PlusNet £33 to terminate the remaining 6 months of my present 'Unlimited' contract.

I'm not really sure how PlusNet can justify this move - it looks like us Broadband only customers are paying for all the half-price discounts PlusNet have been giving away lately.

If you read the Community post kasg links to, it becomes pretty clear they want to push people into line+broadband for the same reason as all the big boys make it even harder to have broadband only.

Yep, even Eclipse are cheaper now for BB only, no contract, on a Market 1 exchange if 50GB per month is sufficient...only £12 for activation and free router also...