Plusnet are putting up prices in October

More information here and discussions on the community forums here.

You had be worried there - thought it was going to be about broadband only prices...

In reply to a post by MrTAToad2:

You had be worried there - thought it was going to be about broadband only prices...

It is.

In reference to www.plus.net/support/october-changes-guide.shtml:

We will be introducing a surcharge of £1.50 on all Value and Extra broadband and fibre optic broadband only products (where line rental and calling plans are not held with Plusnet).

If you are affected by this change, you can avoid this surcharge by taking Plusnet Home Phone.

There is already a surcharge on broadband only products

e.g. Essentials when with Home Phone is £5.99
Essentials when using another WLR provider is £8.49

In reply to a post by MrSaffron:

There is already a surcharge on broadband only products

e.g. Essentials when with Home Phone is £5.99
Essentials when using another WLR provider is £8.49

But until now, existing customers were unaffected.

Aha - so those who start with both products but move the WLR away at a later point

No, my phone has always been with BT and my broadband with Plusnet since long before they started offering a phone service but I will be facing an increase.

In reply to a post by jelv:

No, my phone has always been with BT and my broadband with Plusnet since long before they started offering a phone service but I will be facing an increase.

So Essentials jumps from £5.99 to £7.49 but Unlimited stays at £9.99. It makes Essentials look less attractive relative to Unlimited now, but of course switching would involve a new contract at £12.49 so the £9.99 price is no longer attainable.

Me too. I'm a Market 1 customer with BT for phone and PlusNet for Broadband.

I don't want to move my phone rental to PlusNet as I would rather deal with BT directly for voice issues plus I can use indirect dial etc without restrictions.

As a Market 1 customer the reasons for staying with PlusNet seem to be getting less and less by the day - No free Wifi, no BT Sport, no innovation - just big ISP behavior without any of the big ISP benefits!

People on the (current) Essentials and Unlimited products are not affected by the monthly subscription surcharge, but they are affected by the increase in the notice period from 10 to 14 days and the increase in the broadband cease charge in the rare instances where it is applicable. (i.e. A true cease of all broadband connection to the premises).

In reply to a post by Oliver341:

So Essentials jumps from £5.99 to £7.49 but Unlimited stays at £9.99.

Where do you get the "Essentials" price rise from? There are two rep posts in the community forum confirming what it says in the new T & Cs:-

2. What changes are we making to Value and Extra prices?

We will be introducing a surcharge of £1.50 on all Value and Extra broadband and fibre optic broadband only products (where line rental and calling plans are not held with Plusnet).

There is no corresponding section for Essentials or Unlimited.

Edited by RobertoS (Wed 31-Jul-13 21:35:40)

In reply to a post by RobertoS:

There is no corresponding section for Essentials or Unlimited.

Ah right, I was mixing up "Value" and "Essentials".

Not bring familiar with PN's product handles, is it that legacy BB only custs are surcharged £1.50 pm but current offering BB custs face no increase?

Edited by XRaySpeX (Thu 01-Aug-13 00:30:21)

So basically, existing users are paying for the new users' half-price deals.

I'm an existing user, my phone is with BT, I will not have a price rise.

's/existing/legacy/g'

so in short its the usual annual line rental price bump (even tho whoelsale pricing goes down).

Plusnet earlier this year as we know were flirting with the idea of making line rental compulsory presumably to get the lien rental margin of every customer but instead it seems they have decided to add a price penalty for those without line rental on plusnet to gain that margin (or at least some of it) back.

In short they could have just bumped the price of the broadband for everyone with the same affect (leaving line rental alone) but it seems marketing speak has the rule of bump line rental but not broadband.

In reply to a post by RobertoS:

In reply to a post by Oliver341:

So Essentials jumps from £5.99 to £7.49 but Unlimited stays at £9.99.

Where do you get the "Essentials" price rise from? There are two rep posts in the community forum confirming what it says in the new T & Cs:-

2. What changes are we making to Value and Extra prices?

We will be introducing a surcharge of £1.50 on all Value and Extra broadband and fibre optic broadband only products (where line rental and calling plans are not held with Plusnet).

There is no corresponding section for Essentials or Unlimited.

" and fibre optic broadband only products"

that covers unlimited right?

The current products are already more expensive if you don't also take the phone.

Also the current introductory prices for new users are on broadband and phone packages only.

Edited by jelv (Thu 01-Aug-13 00:44:42)

No. There are no commas. It means Value ADSLx; Value Fibre; Extra ADSLx; Extra FTTC, when the phone service is not with PN.

If that isn't enough, maybe the heading of that section is relevant?

This has been confirmed by two PN reps on the Community Forums. It has also been stated that the emails sent out are tailored to each customer's actual contract. My email says:-

We hope you're happy with the service you've been receiving from us, but if you do decide to leave, please be aware of the following changes being made:

� We'll be increasing the notice period you need to give before leaving us from 10 days to 14 days. This means that if you are thinking of leaving, you'll need to let us know 14 days in advance of doing so. If you choose not to give this notice, please be aware that you might be subject to additional charges on your final bill.

� We'll also be changing the cessation fee we charge if you decide to disconnect your contracted Plusnet broadband service without moving to another provider. This charge will increase from £25 to £30 - if you leave under these circumstances, you will see this charge as a one off cost of your final Plusnet bill.

What does this mean for me?

You don't need to do a thing. These changes will come into effect from 1st October 2013 and will not have any effect on your monthly subscription costs.

Edited by RobertoS (Thu 01-Aug-13 01:13:36)

In reply to a post by RobertoS:

I'm an existing user, my phone is with BT, I will not have a price rise.

So basically, the more long term, existing users are paying for the new users' half-price deals.

I have been with PlusNet for over 10 years. My phone is with BT. I will not see a price rise.

In reply to a post by MrSaffron:

Aha - so those who start with both products but move the WLR away at a later point

This already applies for people who've signed up since June (or changed account type).

In reply to a post by Oliver341:

So Essentials jumps from £5.99 to £7.49 but Unlimited stays at £9.99. It makes Essentials look less attractive relative to Unlimited now, but of course switching would involve a new contract at £12.49 so the £9.99 price is no longer attainable.

No, as others have alluded to, you're confusing the current 'Essentials' offering with the older 'Value' account type.

In reply to a post by XRaySpeX:

Not bring familiar with PN's product handles, is it that legacy BB only custs are surcharged £1.50 pm but current offering BB custs face no increase?

It's a subset of legacy account types. Not all are affected.

In reply to a post by Chrysalis:

Plusnet earlier this year as we know were flirting with the idea of making line rental compulsory presumably to get the lien rental margin of every customer but instead it seems they have decided to add a price penalty for those without line rental on plusnet to gain that margin (or at least some of it) back.

That's some assumption. We ran an AB split test for a limited period of time. At no point did we put plans in motion to do away with broadband only accounts.

In reply to a post by Chrysalis:

In reply to a post by RobertoS:

In reply to a post by Oliver341:

So Essentials jumps from £5.99 to £7.49 but Unlimited stays at £9.99.

Where do you get the "Essentials" price rise from? There are two rep posts in the community forum confirming what it says in the new T & Cs:-

2. What changes are we making to Value and Extra prices?

We will be introducing a surcharge of £1.50 on all Value and Extra broadband and fibre optic broadband only products (where line rental and calling plans are not held with Plusnet).

There is no corresponding section for Essentials or Unlimited.

" and fibre optic broadband only products"

that covers unlimited right?

No, although I can see how it could be interpreted as such. We're currently in the process of making that particular line of text less ambiguous.

Regards,

If the information in your signature is correct you will - you are on the same as me.

I'm curious, why are the broadband-only prices for existing Value and Extra customers going up, but not those of existing Essentials and Unlimited customers (pre £2.50 premium)?

Edited by Oliver341 (Thu 01-Aug-13 11:29:38)

My sig was out of date. It is now corrected.

Are you not already paying the higher price then?

I've a feeling that the numbers without Home Phone on "Unlimited" pre-price rise earlier this year may be quite limited , so not worth causing aggro. Whereas Value and Extra may very well be heavily non-Home Phone biased.

They think they can get away with fleecing the long standing users whereas those who signed up within the last year are more likely to kick up a stink?

I don't know about him, but I'm not. £19.99pm.

In reply to a post by RobertoS:

I've a feeling that the numbers without Home Phone on "Unlimited" pre-price rise earlier this year may be quite limited , so not worth causing aggro.

But by not raising prices on the newer packages, the loyal older customers on older packages are now feeling hard done by. So by not raising prices of newer customers they might have caused more aggro than if they had.

In reply to a post by jelv:

They think they can get away with fleecing the long standing users whereas those who signed up within the last year are more likely to kick up a stink?

Very plausible!

I am paying £16.99 for Unlimited on a Market 1 exchange. It is the same price that I have always paid for Unlimited. Whether that includes a surcharge I do not know but I was not aware that I could save on the base price of the Broadband by moving my line to Plusnet.

However, having just gone to the product change page I see:

If you choose to take Plusnet home phone with one of our new broadband packages, you'll benefit from a £2.50 reduction on your monthly broadband bill for as long as your phone line remains with Plusnet.

I won't do anything about that at the moment because I will be re-evaluating everything as soon as Openreach complete the FTTP cabling which I am destined for. At that point I suspect that I will move everything to the same provider, either PlusNet or BT.

Either way, getting more like BT proper with less of the benefits.

Mmm. A 7% increase in line rental for some, and half price offers for others.

Plusnet should bear in mind that their popularity is due to their low prices. My own connection has been fine for months, and we use Plusnet phone billing simply because their call packages are cheaper than BT.

So what 7% of service / quality / speed do I get for the 7% increase in cost?

A £0.50 rise would have more realistic.

In reply to a post by Oliver341:

I'm curious, why are the broadband-only prices for existing Value and Extra customers going up, but not those of existing Essentials and Unlimited customers (pre £2.50 premium)?

Commercial decision. I suspect much of which was born from how these customers would perceive a price increase so soon after signing up.

Regards,

In reply to a post by bpullen:

In reply to a post by XRaySpeX:

Not being familiar with PN's product handles, is it that legacy BB only custs are surcharged £1.50 pm but current offering BB custs face no increase?

It's a subset of legacy account types. Not all are affected.

Which subset? The subset on BB only, i.e. w/out Home Phone, as I already stated in my (edited) post?

Are you on the pre December 2012 version of Unlimited?

It looks as if my switch to Unlimited happened on 25th December 2012 so I ordered it sometime during the preceding month.

What happened about Value and Extra customers on Market 2 exchanges, did they ever get informed by Plusnet that they were now in "low cost areas" and automatically charged the lower prices?

If not it could be a double whammy for those folks...

PlusNet Value and PlusNet Extra. Like wot it sez in the announcement and T & Cs man .

I can read, mate!

I was asking bpullen where's the subset of legacy accounts affected, as he stated?

Isn't Value + Extra all the legacy products? Therefore not a subset as such unless you want to be pedantic (& I know you will at the drop of a hat) and say that the whole set is a trivial subset of itself. In which case why bother introducing the word 'subset' into the discussion?

Otherwise, what legacy products are outside the subset of Value + Extra?

In reply to a post by XRaySpeX:

Isn't Value + Extra all the legacy products?
...
Otherwise, what legacy products are outside the subset of Value + Extra?

There are quite a few legacy products listed here: http://www.plus.net/support/broadband/products/archive/

There are now two versions of "Unlimited", and there is "Essential" as well as "Essentials". Not confusing at all, eh.

Edited by Oliver341 (Thu 01-Aug-13 16:17:17)

In reply to a post by XRaySpeX:

I was asking bpullen where's the subset of legacy accounts affected, as he stated?

Isn't Value + Extra all the legacy products?

No, far from it.

In reply to a post by XRaySpeX:

Otherwise, what legacy products are outside the subset of Value + Extra?

The product archive Oliver's linked to covers most of them.

Homesurf and Easystart are two that come to mind that aren't mentioned. There will be others.

Regards,

In reply to a post by 4M2:

What happened about Value and Extra customers on Market 2 exchanges, did they ever get informed by Plusnet that they were now in "low cost areas" and automatically charged the lower prices?

No I don't believe they did. These customers would have a lot to gain by moving to one of the current products as the pricing would be re-aligned as part of the account change.

Regards,

Thank you! Your reply & bpullen's answers my original Q .

Edited by XRaySpeX (Thu 01-Aug-13 17:22:52)

I'm on the Unlimited package (non-fibre) at £12.49 a month. Will I be seeing a price increase ?

It was only in June that it was £9.99 then increased to what it is now.

So did mine!

It was in response to my 100% correct answer that you asked "Isn't Value + Extra all the legacy products?". The answer to that as you now know is No, but excuse me for not anticipating the question .

Frankly, sir, your answer was unhelpful, unnecessary and sarcastic. It in no way addressed my 'subset' enquiry. The 'not all' is just its converse.

You are wasting your time playing with me on matters of logic, set theory and maths

Frankly Sir, I suggest you calm down. My reply was not meant to be at all unhelpful, in that it answered the question on the assumption you had simply forgotten that the two products were listed earlier. Hence the non-Queen's English last sentence and the "tongue".

If you had posed the question in a way that showed your ignorance of the fact those two were not the set of all legacy products, do you seriously doubt that I would have explained more fully. As the others did when you asked the direct question?

I'm sure you know me better than that.

Edited by RobertoS (Thu 01-Aug-13 18:51:04)

For God's sake children.

I don't think you can call Plusnet calls cheap. I find Zen with line rental of £11.22 and calls at 0.1226p per min much cheaper. There is the plus of no tie-in, no call connection charge, per second billing and good customer service. The Home Talk Plus package with 5000 minutes is not much more expensive than line rental elsewhere and no 60 min call restriction of other anytime packages.
http://www.zen.co.uk/home-office/voice/phone-service...

The broadband is expensive though.

Which is why he is with Freeola for broadband, not Zen .

In reply to a post by jelv:

More information here and discussions on the community forums here.

Personally I do not see what the problem is if they put up the price of beer and cigarettes it�s not going to stop people from drinking and smoking?

I'm with plusnet never had an issue and I think what they give is good value for money and there investing more money to make it better. everything is going up but not getting better or value for money so I think a few quid more for your Broadband is the least of everyone worries�.

Yes I agree and am with Freeola for Broadband, though if Zen were cheaper I would probably put that with them also. When it comes to no tie-in and decent service, the choices are getting smaller. I can see the day when it's BT or LLU.

It's only the excitable members of this and Plusnet's own forums that are outraged by it.
All of which represent a minute fraction of Plusnet's near threequarter of a million subscribers.

As you say in the great scheme of things and price rises, an extra £1.5/month for most people is insignificant (parking in my nearest city for two hours is £4 for goodness sake).
Most people with the usual wife, 2.4 children, plus the dog will have far more urgent things to worry about in their lives.

Sure, there will be the odd few that storm off and they will spend considerably more than £1.5 of their presumably valuable time sorting out a new ISP together with all the resulting grief of a new connection not to mention the inevitable swaps that go wrong.

So most will simply not be bothered....

Yes. The superb Freeola customer service apart, I find the Freeola Family 40Gb package suits me much better than the 60Gb package I had from Plusnet, as it's un-metered between 7.00pm and 7.00am and all weekends. Very handy for Sky soccer, F1 and the Ashes on vipbox! - Once again there is no tie-in and free hosting to name just one of many freebies. They must be decent for me not to complain Bob lol.
http://freeola.com/broadband/

Edited by professor973 (Thu 01-Aug-13 21:36:52)

If they need more money for investment and paying off debt why don't they just charge the same for their products on market 2 & 3 exchanges as they do on market 1 exchanges, just as the other non LLU ISPs do.

Hmm interesting! I have a PAYG dialup with Freeola in case BB breaks. I didn't think of looking there when looking at alternatives to o2/sky. I have signed up to Plusnet ADSL unlimited + phone, with BB due to go live on 8/8/13. Do they (Freeola) include full hosting in that price with a proper something like cPanel? If so that would have been a hell of a saving on separate BB+phone and hosting for me. Yeh 40Gb would have been OK for me.

As an aside, once Plusnet tell me I am live and I connect router and it works, is that the point at which I need to tell o2 I'm done with their excellent service? So I get credited accordingly? DD just came out today for o2, but actual billing date always 14th of month. Obv I'll know not to cancel o2 DD until credit is through.

I don't use their hosting facility, but they give unlimited webspace among other things. A couple of links to what is free. Amazing what some companies can give with what is still a BT line.
http://freeola.com/pricelist.php
http://freeola.com/free-unlimited-services/
Anyway, had better let the thread get back on track!

Edited by professor973 (Thu 01-Aug-13 23:29:50)

In reply to a post by zom22:

It's only the excitable members of this and Plusnet's own forums that are outraged by it.

Excuse me, but what are you talking about?

Should customers shut up and take it in the financial rear end?

It's 7% on line rental and 10% on the call package. Said package is supposed to save the customer money. The former is unavoidable, and I'll be surprised if its not BT's strategic model filtering down from above to line up with BT retail's line rental (i.e. less or no competition).

When you mean the members here and there, you mean the ones you have read, as opposed to the two or three people I know on PN's line rental. They're not exactly chuffed either (especially one who recently signed up to get away from BT's more expensive line rental).

If people don't watch, it'll be £1.50 every year, just like Sky telly. Only £1.50...then after a few years you realise it's 50-100% more than what it was.


Look at tit this way. Plusnet are selling an "unlimited" product for far less than most (probably the cheapest of the more reliable ISPs). Then all of a sudden there's a mad rush for the half-price for 12 months broadband. Their customer base expands and the new folk start downloading lots.

Who pays for the increased capacity requirements? (had an e-mail on just that today)

The existing users of course. Plusnet are expanding to Leeds to cope with the added customers (amongst other things). When you pay for others broadband as much as some do, perhaps you'll think before declaring others 'excitable'. It's common sense to chase the prices of things, especially when not getting the service that some get.

It's bad enough that BT all but control FTTx roll-out, and wholesale pricing, but they also control much of the retail side. I'm relatively lucky on Market 3 and with ADSL2+, but I have a friend on Market 1 and is lucky if he gets 1.5 Meg downstream. He's pays more than most of us for that.

"Not my problem" I hear you say.

Shocking .

Ahh, so if one does it, they all should?

People have the option to leave if unhappy with the price changes. That's how people can express their distaste and actually have an impact. Ranting on forums won't achieve much.

No should, but they all tend to follow suit

In reply to a post by RobertoS:

Shocking .

Mind you, that still makes Talktalk comfortably cheaper than Plusnet for unlimited ADSL.

Edited by Oliver341 (Fri 02-Aug-13 09:51:45)

In reply to a post by Conrad3000:

I'm on the Unlimited package (non-fibre) at £12.49 a month. Will I be seeing a price increase ?

No, not unless you're paying us £13.99/mnth for your line rental (in which case that will increase by a pound).

Regards,

In reply to a post by professor973:

I find Zen with line rental of £11.22 and calls at 0.1226p per min much cheaper.

0.1226p per minute? Wow. A 10 minute call for just over a penny, that is cheap.

The big boys are "All in it together"

In reply to a post by kasg:

In reply to a post by professor973:

I find Zen with line rental of £11.22 and calls at 0.1226p per min much cheaper.

0.1226p per minute? Wow. A 10 minute call for just over a penny, that is cheap.

I was pushing it a little there, as the 0.1266p per min is for the Zen Home Talk Plus @ £17.35 a month. The 5,000 included minutes for the extra £6.13 work out at that.
The other option for cheap Zen calls if you don't use 5,000 minutes, is the Zen Business phone which I was on last time I was with Zen. £13.49 line rental (still cheap) and 1.28p per min, with the same no tie-in or call setup charges.
http://www.zen.co.uk/business/voice/phone-services.aspx

In reply to a post by Ignitionnet:

People have the option to leave if unhappy with the price changes. That's how people can express their distaste and actually have an impact. Ranting on forums won't achieve much.

In the case of line rental, you can't leave to get a better deal. That's my point. If all the supermarkets charged £1.50 for parking, people wouldn't have much choice, and the lack of choice is bad for the punters.

Hi peeps .... I'm in the same boat as you guys , still deciding where to go.
My telephone was with Primus & Broadband is with Plusnet. I decided to change my phone line to BT Basic , forcing a change of telephone numbers. Plusnet stated to me take another 12 month contract out with us and we'll drop the charges for your new number to be connected. I told them I leave thn. They said you'll have to pay us £30 if you do for the cease of the broadband. somebody correct me if I'm wrong but in my eyes I wasn't the owner of my old telephone number no more, so shouldn't have to pay the charge?

anyway this email from plusnet has come with good news for me. I can get out of this contract without a fee being applied....But i need to know here, can I switch to http://adsl24.co.uk/ on a migration without been hit with a fee from Plusnet.
It says can be terminated for free if the changes in the email affect me ... this will suit me perfect! I'm sure it would be for most lite users here too.
Benefits to switching to Adsl24
5GB only (not a benefit)
12am-8am unlimited download
Fri 8pm unlimited download till Mon 8am
£12.90 per month
1 month contract

Thats 8 days of unlimited broadband . to me it's a better deal thn Plusnet coz I'm in (broadband area 1) but can somebody answer to migration question please , coz I don't really want to be hit with the charge of £40 for a new connection by
Adsl24.... Honestly think Plusnet are going to lose a lot of customers now' Adsl24 is going to end up gain a few more.

Edited by deleted (Fri 02-Aug-13 16:42:57)

Cease fee is nothing to do with the telephone number, but to do with what PlusNet are charged by BT Wholesale who are charged in turn by Openreach.

So if ADSL24 is absorbing the cease fee if it is ever raised then credit to them, cease fees should be fairly rare so depends on what pattern an ISP sees as to whether to absorb it into the pool of costs or charge individuals.

I can't be certain from your post but the £30 you refer to is a broadband cessation charge, it has nothing to do with your telephone number, it's a charge levied by Openreach and passed on by the ISP. It does not apply if you are migrating your broadband to another ISP. I don't know what the £40 charge is that you refer to later.

Thanks But does this email from Plusnet mean I can migrate to ASDL24 without a charge being applied from Plusnet?


Terms and Conditions

For full details of our terms and conditions, please click here.

1 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.

As of 1st October, a £1.50 surcharge will apply to broadband only subscriptions (where line rental and calling plans are not held with Plusnet).

This email has been sent because it contains important information about your service from Plusnet. Please don't reply to this email, as this is an unmonitored address.

Changing email address? Update your contact details here.

Plusnet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU.
Registered in England no: 3279013

Providing you notify them within 10 days, that's how it sounds. I suggest you ask Plusnet that question.

Edit: an early termination charge would normally only apply in any case if you were within your initial contract period.

Edited by kasg (Fri 02-Aug-13 17:16:02)

Sorry excuse my post ... what i'm trying to say is that i'm stuck in a 12mth contract with plusnet, I want to get out of the contract without any penalties.

Do Plusnet mean I have to terminate broadband completely or can I leave on migration.

I want to join ADSL24 but on the website it says I can migrate for free or a new activation fee will be applied of £49.00 ... which I don't really want to pay.

If i can Migrate from Plusnet without any exit fees , that would be great!

In reply to a post by FurballB:

Sorry excuse my post ... what i'm trying to say is that i'm stuck in a 12mth contract with plusnet, I want to get out of the contract without any penalties.

And you can because Plusnet has made a change which is detrimental to you, therefore they are giving you the option to leave without incurring the early termination charge that would otherwise apply. Like I said, I suggest you contact Plusnet to confirm.

Leave on migration - do not cancel the broadband as that will definitely hit you with a £25 charge (it only increases to £30 in October)

If they contracted me for 12 months at £12.99 they can't exactly go changing the price half way through that contract, can they?

In reply to a post by FurballB:

If they contracted me for 12 months at £12.99 they can't exactly go changing the price half way through that contract, can they?

Well that depends on the exact terms of the contract but that's where the detrimental change bit comes into play, hence the opportunity to terminate the contract without penalty.

Thanks guys thats really helped, didn't everybody get this email then?
That what i want to do leave on migration.

In reply to a post by FurballB:

didn't everybody get this email then?

They are sending the emails in batches and the contents are tailored to each customer. I will not be seeing any increase.

Ask PlusNet for a MAC, and give the MAC to ADSL24 with your order. That avoids both any fee from PlusNet and the £49 charge from ADSL24.

I think I should tell them the reason why i'm leaving first, make sure
they note it down. coz you can see whats going to happen. The 10 days will expire... it's at least going to take 14 days for ADSL24 to connect me. Plusnet will then charge me because I'm exiting the contract early. If i could predict the future...
this is what will happen.

so its Important that they note why i'm leaving.

Edited by deleted (Fri 02-Aug-13 17:46:15)

You should say you are not prepared to accept the new conditions - this has to be done within 10 days - if you don't do that they will hold you to the contract.
Once you have done that you have plenty of time to arrange the move - so after notifying them by raising a ticket on your account which puts it in writing you will then have to phone cancellations to get a MAC.
It is possible that phoning cancellations will enable you to give notice of not accepting the new conditions but I would still raise a separate ticket first

Edited by deleted (Fri 02-Aug-13 17:56:59)

Good advice thank. Plusnet can easily delete tickets , I've had it done before. I raised a issue that my upload speed was considerably slower than what it use to be after my land line number was changed. they simply deleted it without a reply.

I think a email would be better. Is there a official email address where i send my decision too?
It'll give me hard evidence then.

Edited by deleted (Fri 02-Aug-13 18:11:23)

There is no email facility and despite what you might think Plusnet do not delete tickets
You could, if you wish, write a snail mail letter and send it recorded delivery
Note that sending an email isn't proof of anything except the fact that you sent it

Edited by deleted (Fri 02-Aug-13 18:14:52)

Ok I put a ticket in and phone them , should be enough evidence, if it causes a problem, I'll take the issue up with Communications Ombudsman. Thanks.

Edited by deleted (Fri 02-Aug-13 18:34:31)

In reply to a post by FurballB:

I can migrate to ASDL24 without a charge being applied from Plusnet?

Yes, as long as you migrate using a MAC and you tell PN you are going to do so within 10 days of receiving that email.

Because of the proposed changes you are free to terminate your contract early without penalty.

NB. A Plusnet MAC key can take up to 5 working days to be issued...

With the present system it shouldn't take anything like that long

In reply to a post by Oldjim:

With the present system it shouldn't take anything like that long

That's good to know

It took the full 5 working days for a MAC key to issued to me about 18 months or so ago.

Its about 1-2 days I've had one before a couple of months ago.

In reply to a post by FurballB:

Its about 1-2 days I've had one before a couple of months ago.

Cheers people ...All this has really worked in my favor I didn't really want another 12 month contract with Plusnet, They put in in a position back in April because of the landline number change ,where I had no choice. the options were take another 12 month contract or pay something like £75 for my new number to be connected or
pay a £25 cease charge for leaving them. I could depute the fact they were forcing me into a new contract given the circumstances.

This is so much a easier way out. Joining ADSL24 will give me the same benefits as Plusnet with the 12am-8am unlimited download but also give me unlimited download from Fri 8pm till Mon 8am which Plusnet do not offer.

Given the fact it's only a 1 month contract with ADSL24 it gives me the freedom to switch suppliers when I want, You can see why me wants to do this in hoping I can find a better package.

personally I think the deal is better than the Plusnet one anyway

Edited by deleted (Fri 02-Aug-13 20:12:14)

Careful - you may hit a problem
Yes you will get out of a 12 month contract but you almost certainly will still be liable for deferred charges which, in your case is free activation

And router?

In reply to a post by FurballB:

Cheers people ...All this has really worked in my favor I didn't really want another 12 month contract with Plusnet, They put in in a position back in April because of the landline number change ,where I had no choice. the options were take another 12 month contract or pay something like £75 for my new number to be connected or
pay a £25 cease charge for leaving them. I could depute the fact they were forcing me into a new contract given the circumstances.

This is so much a easier way out. Joining ADSL24 will give me the same benefits as Plusnet with the 12am-8am unlimited download but also give me unlimited download from Fri 8pm till Mon 8am which Plusnet do not offer.

Given the fact it's only a 1 month contract with ADSL24 it gives me the freedom to switch suppliers when I want, You can see why me wants to do this in hoping I can find a better package.

personally I think the deal is better than the Plusnet one anyway

This post might be or not of interest.

Some Enta resellers give un-metered from 7.00pm till 7.00am (much more user friendly) and all weekends, plus much more with no contract tie-in.

Edited by professor973 (Fri 02-Aug-13 22:39:21)

Depends If You're in contract with Plusnet or not.

Edited by deleted (Fri 02-Aug-13 23:01:12)

I need price ... difficult times, tell me which ones?

The surest way to get out, is not get into one in the first place.

I signed up to Plusnet 3 years ago and your circumstances can change over a period of time. like I stated in a few post back i was forced into a 12 month contract by Plusnet which i wasn't very happy about. so please don't judge.

I am not judging, but I doubt very much that your circumstances have changed as dramatically as mine in the last six months.

Seriously I bet they have .... I don't want any arguments, If my post helps somebody in the same situation to get out of a unwanted contract then it's all good.

Edited by deleted (Fri 02-Aug-13 23:34:44)

OT: Let's not bring personal circumstances into a BB discussion.

Isn't that part of the contract that the user is free to leave if it's been changed to the users determent?

User can argue that he/she would have for-filled the contract if it hadn't been changed.

Not according to the T&C's https://portal.plus.net/info2/legal/index.html

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.

I would have hoped there shouldn't be a need to pay deferred charges as PN are the party instigating the changes through the price increase.

As the person joining or accepting a deal has to agree to the T&C's I think that would be difficult to argue
Then again IANAL neither am I a Plusnet Rep

Just read your reply, looks like PN have all bases covered in the small print.

Dunno if that would start up legally

T&C can't circumvent the law.

Ok the ticket has been raised for my decision to leave due to terms and conditions ,
I should receive a reply in the next 13 hours , so I'll let you guys know.

I think the amount of discussion about a simple price increase that may or not affect certain people who may or may not have certain services and who may or may not be new customers must say something about how poorly written the original details were....

As far as I can tell Unlimited prices won't change (the only time Unlimited is mentioned is with the cessation charge, but with careful and forward planning you wouldn't need to pay that anyway).

And that's the problem with the missive - it's ambiguous...

Edited by deleted (Sat 03-Aug-13 20:24:02)

In reply to a post by MrTAToad2:

... the only time Unlimited is mentioned is with the cessation charge, but with careful and forward planning you wouldn't need to pay that anyway.

Eh?

What careful forward planning avoids a cease charge if all broadband is ceased, and conversely what legitimately causes a cease charge on a migration?

Talk Talk is also putting their prices up as well. i think i will stay as I am, not line rental to rise and even if the price do go up I doubt it would go up by much and I am still paying less than I would be with any fibre service and phone line.


10Mbits is more than enough for what I want.

Eh ?

What careful forward planning avoids a cease charge if you have moved away and avoid the cease charge ?

That's a gibberish reply.

If anybody wants to reduce their overall cost due to the plusnet price rise these
deals are not to be sniffed at.

Primus Line Rental Saver

£5.99 a month
FREE monthly package cost
12 month contract
Call charges:
Day: 7.4p
Evening: 5p
Weekend: 5p

Primus Home Phone Saver

£6.99 a month
FREE monthly package cost
12 month contract
FREE Evening & Weekend Calls:
Day: 7.4p
Evening: FREE
Weekend: FREE

http://www.broadbandchoices.co.uk/offers/providers/p...

Much like yours. Now go back to your bridge.

Edited by deleted (Sun 04-Aug-13 12:14:32)

13 pages in. Anyone else find this extremely confusing? Still no idea who gets charged, who doesn't and why the products are named essential, essentials and all very similar but not so similar. Bit lost. Going to craw into my shell and accept this ones above me.

Edited by ukhardy07 (Sun 04-Aug-13 13:28:08)

Indeed - the web page really needs more clarification and to be simplified.

Where is this "Essential" product? I can only find the "Essentials" one.

It's an old product I believe.

In reply to a post by MrTAToad2:

Much like yours. Now go back to your bridge.

Another "bridge". You will need to explain if you want it to insult/annoy/upset me. Or even amuse. Are you having a bad day?

Looks like they is letting me go Hmmmm never offered me anything before when I've threaten to leave. any advice before I make the call?

(Like shovel your overpriced broadband up your [censored] coz I've been paying for your newbies for years, being
Market 1 and all that! )


The following comment was added to the Question
.............................................................................................................................
Thank you for getting in touch. I'm sorry to hear that you're thinking of leaving us. To discuss this or what we may be able to offer you to retain you as a customer, please speak to our Customer Options Team. They are available as per below:

0800 432 0200 or on 0345 140 0200

09:00 - 20:00 Monday to Friday
09:00 - 17:30 Saturday

Should you wish not to call to cancel your account, the only alternative would be to send us a letter to the following address:

Plusnet, 2 Pinfold Street, S1 2GU

Please remember to include your username in the letter so that we can allocate this to your account.

Ah. Found it.

It was launched on 5th August 2008 and withdrawn from sale to new customers on 17th April 2009.

Apart from the fact anybody on it must be crackers, even if it hasn't been completely withdrawn and customers moved to something else, as it includes line rental presumably that will go up like the others.

Anybody on it will have received a relevant email. So no need for anyone not on it to be interested or confused.

There seems to be a lot of grousing for fun going on. There's a price rise, and so far as I can see quite straight-forward.

The only question in my mind would be whether or not a £1.50 increase in line rental on a phone and broadband package would legally be classed as significantly detrimental enough to warrant a free get-out. As PlusNet seems to be classing it as such even that isn't an issue.

As for any non-customers getting steamed up, uh? I don't see why they should.

Anybody on it will have received a relevant email. So no need for anyone not on it to be interested or confused.

Yes I'm just an outsider trying to fully understand it all

There seems to be a lot of grousing for fun going on. There's a price rise, and so far as I can see quite straight-forward.

Yep feels much more straight forward now I understand it.

The only question in my mind would be whether or not a £1.50 increase in line rental on a phone and broadband package would legally be classed as significantly detrimental enough to warrant a free get-out. As PlusNet seems to be classing it as such even that isn't an issue.

That's interesting. Thing is do they still charge for discounted new line installs, routers / equipment etc?

As for any non-customers getting steamed up, uh? I don't see why they should.

I don't see why existing ones should either. £1.50 whilst significant isn't terrible considering Plusnet were often virtually the cheapest to begin with. A £1.50 increase doesn't suddenly make their prices non-competative, just closer to average.

There's a lot in the thread , and a lot of hot air around. I'm in a lazy mood and don't want to get annoyed at any of it.

So, to answer your question, remind me what products you are on and what you pay, what it will go up to, and what/where you are thinking of moving to . Even on M1, to me the PN prices look very competitive.

At least if you have that all worked out, you are well prepared for what might be offered during the phone call.

In reply to a post by RobertoS:

Ah. Found it.

It was launched on 5th August 2008 and withdrawn from sale to new customers on 17th April 2009.

Apart from the fact anybody on it must be crackers, even if it hasn't been completely withdrawn and customers moved to something else, as it includes line rental presumably that will go up like the others.

Anybody on it will have received a relevant email. So no need for anyone not on it to be interested or confused.

There seems to be a lot of grousing for fun going on. There's a price rise, and so far as I can see quite straight-forward.

The only question in my mind would be whether or not a £1.50 increase in line rental on a phone and broadband package would legally be classed as significantly detrimental enough to warrant a free get-out. As PlusNet seems to be classing it as such even that isn't an issue.

As for any non-customers getting steamed up, uh? I don't see why they should.

Add to that the £30 cease charge and being forced into a unwanted contract, I have my reasons.... nice find Rob....

In reply to a post by RobertoS:

There's a lot in the thread , and a lot of hot air around. I'm in a lazy mood and don't want to get annoyed at any of it.

So, to answer your question, remind me what products you are on and what you pay, what it will go up to, and what/where you are thinking of moving to . Even on M1, to me the PN prices look very competitive.

At least if you have that all worked out, you are well prepared for what might be offered during the phone call.

I'll just start crying & explain the penalties & cease charges I'll receive if i
can't fulfill the contract..... Defo cry don't you think? lol

????
What £30 cease charge?

Are you on the old "Essential" that hasn't been sold for four years? With a 1GB download allowance?

What new contract?

Edited by RobertoS (Sun 04-Aug-13 17:22:01)

In reply to a post by FurballB:

In reply to a post by RobertoS:

There's a lot in the thread , and a lot of hot air around. I'm in a lazy mood and don't want to get annoyed at any of it.

So, to answer your question, remind me what products you are on and what you pay, what it will go up to, and what/where you are thinking of moving to . Even on M1, to me the PN prices look very competitive.

At least if you have that all worked out, you are well prepared for what might be offered during the phone call.

I'll just start crying & explain the penalties & cease charges I'll receive if i
can't fulfill the contract..... Defo cry don't you think? lol

Ok I've been locked in since Apr .... I'm in market 1 which is £12.99
broadband only £10GB

ADSL24 offer £12.90 5GB ( unmetered from midnight to 8am )
unmetered 8pm Friday to Mon 8am ( should say me likes to watch Netflicks at the weekend)

Explain me had no option but to take the 12 month contract coz me woz forced into it & don't know if me can fulfill it,

It you work the figures of usage out the ADSL24 offer out isn't far off the Plusnet one
. Also take the fact of the free unmetered usage at the weekend I don't see how they can argue with me.

Edited by deleted (Sun 04-Aug-13 17:43:53)

Post deleted by RobertoS

i'm not sure which one me's on .... I've been with them 3 years
it's 10GB usage and unmetered off peak .... they forced me into a new 12 month contract back in April 2013


Terms and conditions

We hope you're happy with the service you've been receiving from us, but if you do decide to leave, please be aware of the following changes being made:

� We'll be increasing the notice period you need to give before leaving us from 10 days to 14 days. This means that if you are thinking of leaving, you'll need to let us know 14 days in advance of doing so. If you choose not to give this notice, please be aware that you might be subject to additional charges on your final bill.

� We'll also be changing the cessation fee we charge if you decide to disconnect your contracted Plusnet broadband service without moving to another provider. This charge will increase from £25 to £30 - if you leave under these circumstances, you will see this charge as a one off cost of your final Plusnet bill.


What does this mean for me?

You don't need to do a thing. These changes will come into effect from 1st October 2013 and will not have any effect on your monthly subscription costs.

All the best,

Paul Summers
Customer Experience Director, Plusnet

Edited by deleted (Sun 04-Aug-13 17:48:57)

Emailed continued to say



Terms and Conditions

For full details of our terms and conditions, please click here.

1 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.

As of 1st October, a £1.50 surcharge will apply to broadband only subscriptions (where line rental and calling plans are not held with Plusnet).

This email has been sent because it contains important information about your service from Plusnet. Please don't reply to this email, as this is an unmonitored address.

Changing email address? Update your contact details here.

Plusnet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU.
Registered in England no: 3279013

In reply to a post by FurballB:

This cease charge..... i'n not sure which one me's on .... I've been with them 3 years
it's 10GB usage and unmetered off peak .... they forced me into a new 12 month contract back in April 2013


Terms and conditions

We hope you're happy with the service you've been receiving from us, but if you do decide to leave, please be aware of the following changes being made:

� We'll be increasing the notice period you need to give before leaving us from 10 days to 14 days. This means that if you are thinking of leaving, you'll need to let us know 14 days in advance of doing so. If you choose not to give this notice, please be aware that you might be subject to additional charges on your final bill.

� We'll also be changing the cessation fee we charge if you decide to disconnect your contracted Plusnet broadband service without moving to another provider. This charge will increase from £25 to £30 - if you leave under these circumstances, you will see this charge as a one off cost of your final Plusnet bill.


What does this mean for me?

You don't need to do a thing. These changes will come into effect from 1st October 2013 and will not have any effect on your monthly subscription costs.

All the best,

Paul Summers
Customer Experience Director, Plusnet

Right .

If you look in your Member Centre >> Account details >> View details I would expect you to see PlusNet Essentials. If so, you will not be getting a broadband price rise. Which is what your email about the price rises says.

Note, that email also says the cessation charge, currently £25, only applies if you completely stop having a BT landline based broadband service.

In my deleted post one of the things I wanted to check is that your line rental is still BT Basic?

It looks as though you also have an email in reply to your ticket about wanting to leave because of the rises, which goes on about the £1.50. I believe that email is a cock-up by PlusNet and is the source of your confusion. The £1.50 rise would only apply to you if you are on PlusNet Value, and I'm sure you aren't. See your Member Centre .

Though I'm confused because you say here that it's all one email with two different statements in it.

Edited by RobertoS (Sun 04-Aug-13 18:09:29)

In reply to a post by RobertoS:

Right .

If you look in your Member Centre >> Account details >> View details I would expect you to see PlusNet Essentials. If so, you will not be getting a broadband price rise. Which is what your email about the price rises says.

Note, that email also says the cessation charge, currently £25, only applies if you completely stop having a BT landline based broadband service.

In my deleted post one of the things I wanted to check is that your line rental is still BT Basic?

You also have an email in reply to your ticket about wanting to leave because of the rises, which goes on about the £1.50. I believe that email is a cock-up by PlusNet and is the source of your confusion. The £1.50 rise would only apply to you if you are on PlusNet Value, and I'm sure you aren't. See your Member Centre .

Yes my broadband is Plusnet Essentials (Contracted)
Started
12 Oct 2010

The cease charge may apply to me though coz I don't know how much longer me can continue coz of my circumstances ATM ... Like I said I didn't want this contract , the only reason i moved from Primus to BT basic back in April was due to my financial situation planing for where I at now.

Because of the number change I had to do , BT wouldn't have it any other way , My broadband with Plusnet became inactive. I phoned plusnet, they said I'd have to pay £75 for the reconnect but if you take the 12 month contract this won't apply to you. I said let me leave then, there reply was you'll have to pay a £25 cease charge , which wasn't affordable at the time . I stated to them the only way i'm gonna take the 12 month contract if you give it to me at £6.99 like most people, I couldn't take the risk me said.

They wasn't gonna back down and agree......a awkward silence happened , I said no to much of a risk!... she replied look if you have to cancel the contracted you'll only have to pay half of the remaining contract , not know a cease charge would come into play too . To much dislike i had to agree because I had no choice ....If i move to ADSL24 if gives me a 1 month pull out without a penalty or find a cheaper package.

So do you think me has a good case?

Edited by deleted (Sun 04-Aug-13 18:27:11)

In reply to a post by FurballB:

If anybody wants to reduce their overall cost due to the plusnet price rise these
deals are not to be sniffed at.

Primus Line Rental Saver

£5.99 a month
FREE monthly package cost
12 month contract
Call charges:
Day: 7.4p
Evening: 5p
Weekend: 5p

Primus Home Phone Saver

£6.99 a month
FREE monthly package cost
12 month contract
FREE Evening & Weekend Calls:
Day: 7.4p
Evening: FREE
Weekend: FREE

http://www.broadbandchoices.co.uk/offers/providers/p...

sometimes it don't work out much cheaper, if you just have Fibre from plusnet then you pay a extra £2.50 just to have fibre, but they knock that off if you have their phone and fibre.

I am not saying it is not cheaper, but it may not be by much.

what annoys me is allt he extras they think we need and then put the price up saying they now give you this or give you that, apart from Bt who now give you less.


I have looked again at prices and fibre is still more expensive than what I am paying now by the time I add on line rental. Saying that I still under contract until July next year, but I don't feel it makes any sense to move anyway.

Adrian, you normally post somewhere where it could just about be seen as relevant, but this time please delete that post.

I'm trying to help someone who has a difficuly decision to make, who is on a Market 1 exchange with ADSL. Your post is simply confusing, irrelevant and a "something" confusing nuisance about your bonnet-bee.
^{Edit - typo.}

Edited by RobertoS (Sun 04-Aug-13 18:58:02)

Fibre broadband....whats that! Try telling that to somebody
who's in (market 1) Adrian.

Thanks rob! ..

Edited by deleted (Sun 04-Aug-13 19:55:26)

Ummm.

I think you may have missed an important fact. But I'm not starting with that as I'm not sure you can easily move to ADSL24 anyway. I could be wrong, and maybe you can.

I'm doubtful about the release from contract, because you are not going to get that £1.50 increase. I believe the £1.50 is why people subject to it are being offered a penalty-free leave, so unless we can all leave because of the change of notice period from 10 to 14 days and cease fee rise then you are stuck in the contract.

That needs clarifying, unless it already has been. I shall have a look around later about it.

But!!! The important fact:-

Remember several of us have told you that £25 cease fee, which will rise to £30 on 1st October, is only if you have broadband stopped completely? It seems to be that which is worrying you, and that you may have to do that. Well, I'm afraid with ADSL24, although you would be on one month notice rather than being tied in until April, their equivalent fee is currently £29.90.

On all packages a cease charge of £29.90 is applicable if you cease the service but not if you migrate away.

Linky, and scroll down to "More information", not any of the buttons.

You may also not be aware that if you did have to pack it in before April, you wouldn't have to pay £12.99 per remaining month. It would be £4.25 per month. (Similarly if you move to ADSL24 and don't get a free exit).

All very complicated I'm afraid .

I understand what you're saying and thanks , but if you look at it from my point of view. If i was to leave Plusnet in Oct 2013 on a cease exit . not only will i be paying for the £30 exit fee , but also I'll have to pay £29.75 at the rate of £4.25 on top of that for ending my contract early.... Thats a total of £59.75 compared with ADSL24's £29.90 in my shoes which would you choose?

I'm want to move to ADSL24 because i don't know how my circumstances is going to work out at the minute, it's all not clear.

Thought about taking a deal with Primus bundle @ £15.75 (40 GB usage ) .... even that's too risky till i know the outcome in the next couple of months. If I argue my situation and tell them I've been forced into the contract then I'll think they'd have to let me go.

Yes, I agree. If you can get the release from Plusnet then ADSL24, or any similar monthly contract, makes sense in your circumstances.

Again, if they do say you can go, they won't require you to wait until October. They'll let you have the MAC within 5 days and you can migrate to ADSL24 this month. That will give you a month or so less worry.

Let us know how you get on with the phone call.

I just want to but in here. From what I gather you want to leave due to difficult circumstances and might be unable to pay for the broadband - so a one month contract makes sense. (Excuse me if I have the wrong end of the stick).

Just to make you aware. In my viewpoint, if you move provider, it's likely they will offer a 1 month contract but you often find moving ISP doesn't go smoothly. Something could easily go wrong during the move, I have done simple transfer of providers before and had my line ceased without requesting it. Net result = £120 new line.

Also one month contract ISPs often charge to get connected, charge if you need a replacement router or simply do not provide one, pass on (in my experience) more BT engineer charges when a fault occurs, charge disconnection fees etc etc. What can seem cheap can become costly.

Say on Plusnet your router breaks down in 6 months. They will probably send a new one out for free or at the very least a new one if you enter another 12 month contract. On ADSL24 it's likely to cost you £50 - £75 for a decent router.

Not only this but the savings are not that much between ISPs, especially as plusnet is quite cheap.

If you are financially struggling - as we all do from time to time. I have always found all companies are quite understanding when you treat them fairly. As an example if you cannot make a bill, let them know, make them aware. I did this with virginmedia around a decade ago and they didn't cut me off, they would have if I had been silent and ignored them, instead they deferred my payments for 6 months. Yes I had a huge bill 6 months later but crucially I was back in work. It's worth considering closely whether it's worth switching and going to all of this hassle to save a very minimal amount each month, which could (in my opinion) be more costly in the long run. The best of my virgin experience is that they still provided glowing credit to the credit reference agencies, as did my credit card company Santander.

You find companies are actually good when you are good to them. Never ignore a firm, almost all providers have a department to deal with financial difficulty.

Edited by ukhardy07 (Sun 04-Aug-13 22:44:34)

Your naivety is so charming. I would explain it, but I don't have any sock puppets with me...

Thanks for all your help Rob ...... & yeah no problems I'll let you know.

Ukhardly Where does me start... yes you is right about my circumstances, I know how much hassle can be involved because i've just been through it with BT Basic Landline. Sorry to here about your difficult times too, glad you managed to pull through your difficult times. like I will too

I agreed to accept their phone line etc.... little did i know they charged 3 months in advance billing me at the rate of a normal BT Landline then cutting me off coz I didn't pay the incorrect billing ... this happened to me twice. believe it's been more trouble than it worth. asked for discount for the inconvenience they cause me and it [censored] worked! got a whole 6 months line rental for £21 pretty good going hey!

As for routers never had one from Plusnet had to make do with my own. Last year out of the blue a brand new BT Homehub 2 was delivered to my door. don't know how it got to me coz the person that lived here before was well gone 2 years ago before I moved in. so I kept the router..why not! lol

Also me has a good backup as a spare so don't thk me's gonna have any trouble there...ADSL24 would be the last people me'd ask for a router anyway ... you can get a decent one better then what they'd offer for not even a quarter of the price, they overcharge all companies do it.


You say speak to Plusnet about my problems . they don't want to know. they're one of the hardest companies to bargain with. like i said they forced me into this contract even after explained my situation no compassion at all. it's not the only time I've tried to bargain with them for a lower price than (market 1) tried bargaining a few times before, They had me right where they wanted me coz BT woz the only other provider on my exchange . which for them meant no competition unless me wants to get stung for a high price somewhere else.

now talktalk is on my exchange opens the playing field a bit . but i'd never join them coz of the terrible experience i had with them years ago. the only other choices I have is Primus because they share there equipment with talktalk. ADSL24 isn't giving me a price hike so they're the only other option available.



Dame right me is being nice to Plusnet I've made a complaint to Ofcom for the situation they put me in back in April . Hey you never know Ofcom may force all the companies to stop this rubbish how its going to cost them £30 to cease the line, surly it don't cost that much if anything.
I'm sure a more affordable cease charge could be in place if Ofcom get too work & see how unfair this is to broadband customers.

Edited by deleted (Mon 05-Aug-13 01:39:29)

In reply to a post by RobertoS:

Adrian, you normally post somewhere where it could just about be seen as relevant, but this time please delete that post.

I'm trying to help someone who has a difficuly decision to make, who is on a Market 1 exchange with ADSL. Your post is simply confusing, irrelevant and a "something" confusing nuisance about your bonnet-bee.
^{Edit - typo.}

The tread is about price rises, and that is what I replied to and since when have you been a mod on these forums?

In reply to a post by FurballB:

Fibre broadband....whats that! Try telling that to somebody
who's in (market 1) Adrian.

Thanks rob! ..

I did not think being market 1 had anything to do with Fibre, that is just about the amount of LLU providers that is available where you are unless that is something else that have changed.

i know someone who is having the same problem as you, live out int he sticks, so they have little choice and trying to get a cheaper service than what they have got now.


Hope you get it sorted soon.

We don't delete tickets, there's really no point in doing so as all it'll do is annoy the customer. Add to the fact that if we did want to delete one it would need direct access to the database, which nobody within customer support has.

It's more likely that there were several open tickets at once and the one you're talking about was older than the others and therefore not visible until one or two of the others were closed.

Email would be much much easier to delete/ignore.

Since when did you not know about how the links in these forums work?

You replied to FurballB, end of! Your post was a complete distraction and PITA. Please stop pleading ignorance of that.

In reply to a post by ukhardy07:

13 pages in. Anyone else find this extremely confusing? Still no idea who gets charged, who doesn't and why the products are named essential, essentials and all very similar but not so similar. Bit lost. Going to craw into my shell and accept this ones above me.

The best thing to do its wait for your email. Given the amount of different scenarios, I doubt we could have made the information on the website 100% clear to everybody no matter how hard we tried.

Regards,

In reply to a post by MrTAToad2:

Indeed - the web page really needs more clarification and to be simplified.

Open to suggestions?

Regards,

In reply to a post by RobertoS:

The only question in my mind would be whether or not a £1.50 increase in line rental on a phone and broadband package would legally be classed as significantly detrimental enough to warrant a free get-out. As PlusNet seems to be classing it as such even that isn't an issue.

There is no £1.50 increase in line rental. There's either a £1.00 increase in line rental, a £1.50 increase in broadband subscription, a 50p increase in calling plan charges or a combination of the former. There are plenty of instances where none of these things apply. All customers are affected by the increase in cessation charges, increase in notice period and subtle changes to our privacy policy.

Regarding the 'get-out', this is taken from the email (already been quoted elsewhere I think):

"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."

Regards,

In reply to a post by Oldjim:

Not according to the T&C's https://portal.plus.net/info2/legal/index.html

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.

Most people are on true 'profit forgone' contracts these days that have early termination fees as opposed to deferred set-up costs.

Where there are deferred set-up costs they're still payable.

Regards,

In reply to a post by RobertoS:

It looks as though you also have an email in reply to your ticket about wanting to leave because of the rises, which goes on about the £1.50. I believe that email is a cock-up by PlusNet and is the source of your confusion. The £1.50 rise would only apply to you if you are on PlusNet Value, and I'm sure you aren't. See your Member Centre .

The wording in the first batch of 16,000 emails or so left a bit to be desired around the £1.50 Value/Extra surcharge. We reacted to feedback on our own forums and changed this for the future sends.

Regards,

Mainly it doesn't mention Fibre Unlimited, which I would presume would mean that there are no changes. However, it does say "and fibre optic broadband only products.", although the only thing I found about fibre broadband was the cessation charge.

In reply to a post by zyborg47:

sometimes it don't work out much cheaper, if you just have Fibre from plusnet then you pay a extra £2.50 just to have fibre, but they knock that off if you have their phone and fibre.

As a new customer, same applies for our copper products these days.

Regards,

In reply to a post by zyborg47:

I did not think being market 1 had anything to do with Fibre...

It doesn't really. I was dealing with a Market 1 fibre customer earlier this morning. Having said that, we do charge more in a Market 1 area, same as we do for copper connections.

Regards,

In reply to a post by FurballB:

You say speak to Plusnet about my problems . they don't want to know.

Based on the amount of posts you've made in this thread, it seems apparent to me that you're not 100% sure about your circumstances, what you can/can't do and what you'll pay if you decide to leave off the back of the changes we've made.

How about messaging me your account username and I'll provide you with a definitive answer?

In reply to a post by FurballB:

Dame right me is being nice to Plusnet I've made a complaint to Ofcom for the situation they put me in back in April .

From what I can tell, your line was ceased for reasons outside of our control back in April. If that was the case then a cessation fee wouldn't have been charged if you'd left, however there may have been early termination fees relating to something else. Reprovisioning the service costs us money so it makes sense that we'd look to recontract you.

I recognise that you may have been in a rock and a hard place but that's not necessarily our fault. I'll know more obviously if I get the opportunity to take a look at your account.

Regards,

In reply to a post by MrTAToad2:

Mainly it doesn't mention Fibre Unlimited, which I would presume would mean that there are no changes. However, it does say "and fibre optic broadband only products.", although the only thing I found about fibre broadband was the cessation charge.

There are no changes to Fibre Unlimited, thus the omission.
We changed that line about fibre optic further down the page to read:

... and Value and Extra fibre optic broadband only products ...

I'll see if we can make the same changes further up the page.

Regards,

In other words, still the same PN mess.

In reply to a post by chrisparr:

We don't delete tickets, there's really no point in doing so as all it'll do is annoy the customer. Add to the fact that if we did want to delete one it would need direct access to the database, which nobody within customer support has.

It's more likely that there were several open tickets at once and the one you're talking about was older than the others and therefore not visible until one or two of the others were closed.

Email would be much much easier to delete/ignore.

Sorry my mistake I've found it now, it was just never answered

Plusnet:
The broadband fault has now been closed.
This fault Question has been closed because it has not been completed within 48 hours. If you wish to continue reporting a broadband fault, please return to the Help Assistant and restart the process.

I don't see the ticket answer being relevant here. What I want the answer to is how somebody can pushed into a 12 month contract that they never wanted & really hit them financially with no option out other than a £25 cease charge which wasn't affordable either , soon to be £30 .... I told you it was too much of a financial risk that i didn't want it.
but still pushed into it unlawfully under my own free will. I'm sure there must be something written in the Consumer Rights Act/ Office Of Unfair Trading about this sort of thing.

Oh here we go!

Terms that may be unfair
Schedule 2 to the Regulations lists some types
of standard term that may be found unfair. The
list is only illustrative, not a blacklist. It is not
exhaustive, and a term is not necessarily
unfair just because it appears in it. We have
identified as unfair a number of other
commonly occurring terms that do not directly
correspond to those in the Schedule. The 4
types of term in the Schedule overlap with
each other, but can all be seen as being likely
to cause one or more of the following
common problems:
■ consumers being misled about the
contract, or their legal rights
■ consumers being denied full redress if
things go wrong
(((((((((■ consumers being tied into the contract ))))))))))))
unfairly
■ the business not having to perform its
obligations
■ consumers unfairly losing prepayments if
the contract is cancelled
■ the business varying the terms after they
have been agreed, for instance, so as to
supply a different product, raise the price,
or reduce consumers' rights; or
((((((((■ consumers being subject to unfair ))))))))
penalties.

Good to hear there are no price increases!

In reply to a post by bpullen:

In reply to a post by FurballB:

You say speak to Plusnet about my problems . they don't want to know.

Based on the amount of posts you've made in this thread, it seems apparent to me that you're not 100% sure about your circumstances, what you can/can't do and what you'll pay if you decide to leave off the back of the changes we've made.

How about messaging me your account username and I'll provide you with a definitive answer?

In reply to a post by FurballB:

Dame right me is being nice to Plusnet I've made a complaint to Ofcom for the situation they put me in back in April .

From what I can tell, your line was ceased for reasons outside of our control back in April. If that was the case then a cessation fee wouldn't have been charged if you'd left, however there may have been early termination fees relating to something else. Reprovisioning the service costs us money so it makes sense that we'd look to recontract you.

I recognise that you may have been in a rock and a hard place but that's not necessarily our fault. I'll know more obviously if I get the opportunity to take a look at your account.

Regards,

This is not what I was told.... I was put under pressure by the lady that was dealing with me. Home movers department or something like that... but please correct me if I'm wrong.

I couldnt accept the 12 month contract. I also knew me wasn't under contract. so don't know why she was applying the cease charge of £25 to me.......I said the only way I'd stay if my broadband price was reduced coz of my circumstance. she said she can't do that. I said i want to leave then, her reply was you'll have to pay a £25 cease charge. I ask why! she said because I'm terminating my line...../ she wasn't having any of it , a deadly silents appeared then she said look if you need to exit your contract early you'll only have to pay £4.25 for every month up to your contract ends, no mention of a cease charge was added to that either if i was to end it early.

correct me if I'm wrong is that not being forced into a contract.

I'm a 100% about what was said ..... I'd of never agreed to that 12 month contract given my circumstances.

Is the following correct:

1) You previously had Plusnet broadband supplied over a phone line earlier this year with a different number to the one you have now.

2) You switched line rental from Primus to BT Basic and got a new phone number.

3) Because there was a cease of broadband on the old Primus number a charge of £25 could have been imposed if you had not agreed to a new 12 month contract with Plusnet - in other words a similar situation to a home move where there is a change of phone number.

4) If you had migrated to a different ISP after the Plusnet broadband had been provided on the BT Basic line then you would be subject to a £4.25 early termination charge for each month remaining of the 12 months contract?

In reply to a post by 4M2:

Is the following correct:

1) You previously had Plusnet broadband supplied over a phone line earlier this year with a different number to the one you have now.

2) You switched line rental from Primus to BT Basic and got a new phone number.

3) Because there was a cease of broadband on the old Primus number a charge of £25 could have been imposed if you had not agreed to a new 12 month contract with Plusnet - in other words a similar situation to a home move where there is a change of phone number.

4) If you had migrated to a different ISP after the Plusnet broadband had been provided on the BT Basic line then you would be subject to a £4.25 early termination charge for each month remaining of the 12 months contract?

What you is saying is correct about my phone line, but my broadband was taken up with you in Oct 2010 i wasn't subject to contract.

Also I wasn't aware of the migration considering the situation of a inactive Broadband.

To add to that the person dealing with me didn't make me aware of it either. which she only said I had two choices either be charged a £25 cease exit. or take the 12 month contact.... I explained to her why I didn't want to enter the contract.....

I asked for a discounted price of the broadband too & asked for the option of not being forced into contract , because i was in (Market 1 ) and my situation.
I explained to her, but not grace was given.... after a 30 sec to a minutes silents from the pair of us, coz she was not willing to accept my terms. I had no choice but to enter into a contract I did not want considering I may have cease my broadband before the contract ended.

All this was explained to her which a reply of..... you'll only have to pay £4.25 for every month of the remaining contract if you can't fulfill it. Like I said no mention of a cease charge too.

Be honest do you think that's fair and legal? ..... I think I do need to contact you to discuss my account . all this is obviously hasn't been dealt with correctly.

I don't have a issues with plusnet broadband, I received a great service with you over the years, but all this is obviously hasn't been dealt with correctly.

Edited by deleted (Mon 05-Aug-13 15:25:13)

In reply to a post by FurballB:

...she only said I had two choices either be charged a £25 cease exit. or take the 12 month contact.... I explained to her why I didn't want to enter the contract.....

I can see how you feel that you were "forced" into a 12 month contract rather than pay the £25 broadband cease charge on the Primus line.

It seems that she was unwilling or unable to offer you broadband with a 30 day minimum term (�no contract�) on the BT Basic new phone number.

Perhaps it's best if you take that up with Plusnet and ask why broadband only on a 30 day minimum term was not offered when you changed phone numbers - instead it seems you were perhaps lured (?) into a 12 month contact and the only charges involved would be for early termination if you decided to migrate before the end of the contract...

4M2 isn't a PlusNet employee, just another poster like you and me.

In reply to a post by RobertoS:

4M2 isn't a PlusNet employee, just another poster like you and me.

I realized that afterwards , but couldn't be bothered to change it. lol

Sorry 4M2

In reply to a post by 4M2:

In reply to a post by FurballB:

...she only said I had two choices either be charged a £25 cease exit. or take the 12 month contact.... I explained to her why I didn't want to enter the contract.....

I can see how you feel that you were "forced" into a 12 month contract rather than pay the £25 broadband cease charge on the Primus line.

It seems that she was unwilling or unable to offer you broadband with a 30 day minimum term (�no contract�) on the BT Basic new phone number.

Perhaps it's best if you take that up with Plusnet and ask why broadband only on a 30 day minimum term was not offered when you changed phone numbers - instead it seems you were perhaps lured (?) into a 12 month contact and the only charges involved would be for early termination if you decided to migrate before the end of the contract...

Yes a early termination charge but me may not be in a position to migrate....
hence a charge of the remaining contract and the cease charge.

In reply to a post by FurballB:

In reply to a post by RobertoS:

4M2 isn't a PlusNet employee, just another poster like you and me.

I realized that afterwards , but couldn't be bothered to change it. lol

Sorry 4M2

No problem - I probably did word my posts in a Plusnet rep kind of way

BTW. As I understand your situation and as things stand (if I'm correct) and you don't migrate to ADSL24 nor want Broadband anymore, then you will still be liable to early termination of contract fees from Plusnet and for cessation of broadband costs on your line.

Best bet might be to stay with Plusnet until the end of your contract, if possible, and save yourself a lot of potential hassle? A migration to ADSL24 would still involve early termination charges from Plusnet if still in a 12 month contact...

In reply to a post by FurballB:

... correct me if I'm wrong is that not being forced into a contract.

I have no idea to be honest, my previous reply is based on assumption.

If you want me to provide you with a definitive answer then send me a message containing your username and I will.

All I can do without being able to look through your account is speculate.

In reply to a post by FurballB:

In reply to a post by chrisparr:

We don't delete tickets, there's really no point in doing so as all it'll do is annoy the customer. Add to the fact that if we did want to delete one it would need direct access to the database, which nobody within customer support has.

It's more likely that there were several open tickets at once and the one you're talking about was older than the others and therefore not visible until one or two of the others were closed.

Email would be much much easier to delete/ignore.

Sorry my mistake I've found it now, it was just never answered

Plusnet:
The broadband fault has now been closed.
This fault Question has been closed because it has not been completed within 48 hours. If you wish to continue reporting a broadband fault, please return to the Help Assistant and restart the process.

That happens when you report a fault via our website and fail to complete all of the necessary diagnostics that are asked of you i.e. you abort part way through.

In reply to a post by FurballB:

I don't see the ticket answer being relevant here. What I want the answer to is how somebody can pushed into a 12 month contract that they never wanted & really hit them financially with no option out other than a £25 cease charge which wasn't affordable either , soon to be £30 .... I told you it was too much of a financial risk that i didn't want it.
but still pushed into it unlawfully under my own free will. I'm sure there must be something written in the Consumer Rights Act/ Office Of Unfair Trading about this sort of thing.

As mentioned in my other reply, there is little point in me speculating. If you'd like me to give you a definitive answer then can you please send me a private message containing an old support ticket reference or your username?

Thanks,