Contract Renewal

Currently coming to the end of my 40mbps contract and paying £22 per month. Quoted TT and Voda deals at them (monthly equivalent of £18-22 and £20.74 but they won't budge from £26 which is for line and broadband (no calls). The guy I spoke to wasn't exactly Mr personality and actually suggested for me to leave! I've never had that sort of response before.

Edited by deleted (Tue 06-Aug-19 19:48:01)

If they say the same to me in a year's time I will move back to Vodafone which in my case worked fine. You could try the cancellations dept, but you might well get the same answer.

This was from someone else on MSE "I think I must have talked to the same man yesterday, it was quite obvious from the very beginning of the call he wasn�t bothered if I renewed with Plusnet or went elsewhere, I too quoted some of the cheaper deals available from other suppliers and the response was along the lines of �Well if you want to leave Plusnet I can�t stop you�."

I've been looking at Vodafone but reluctant due to poor customer service.

BT are quite competitive after introductory offers and Topcashback with Talk Talk being the cheapest but I don't want to use Talk Talk with their Indian call centre.

I've also looked at SKy but you have to use their supplied box which I don't want to do either.

Normal Sales reps have relatively little flexibility.

They may have changed their setup, but Plusnet Retentions staff in the past seemed to have individual targets and budgets each month. Once they�ve used it, or a fair bit of it, they can�t be generous. People ringing at different times or on different days could often get a far better deal than they had been offered previously.

It might be worth seeing what different Retentions reps can do for you.

Quoted TT and Voda deals at them (monthly equivalent of £18-22 and £20.74

TT's quote you mention appears to be for 11Mb presumably ADSL. Their site quotes £24 for 40Mb fibre; Depends on whether you consider PN worth the extra £2 I suppose and they'll probably screw up your renewal anyway.

I get the impression that all the ISPs are trying to raise rates?

In reply to a post by stevewhits:

I've also looked at SKy but you have to use their supplied box which I don't want to do either.

Sky removed that condition, any router which supports DHCP option 61 on WAN can be used.

Yes it doesn't seem a lot but then it's an 18% increase on what I'm paying at the moment.

I'll possibly stay with them but it's frustrating when new customers get better deals

The last time my contract was up, just under 2 years ago, I phoned Plusnet and they wouldn't budge, so I ordered Vodafone fibre. Vodafone had only just started their fibre service and I read some bad reviews, so I called Plusnet again at the 11th hour and they matched the Voda deal. I am due to renew imminently, so will do the same again. Hopefully Plusnet will come through and save all the hassle this time.

Quick update, I rang again on Friday and it was totally different. The person I spoke to couldn't have been more helpful. Instantly matched the Voda deal at £23 for 80mb inc line rental so another happy customer.

Seems to be as I suggested .

This sort of thing really annoys me. New customers get a deal, when it's up they are supposed to go to the 'standard rate', which is usually a fair bit higher, so there's no incentive to stay and be loyal to a brand.

But, if you happen to catch the right person on a good day they will often match a rival's deal and give you the same price. We are their customers, we should not have to haggle, it should be one price for all then there's no comparisons and no bad feeling...

What makes it worse is that a new customer gets new equipment sent to them, the new ISP has the overhead of setting up and account and connecting the line. In my mind the retention of a customer means they don't have those overheads, so if anything they should give a cheaper deal for ongoing years.

Crazy...

I rang them last Friday. They guy was very pleasant. I quoted the Vodafone deal, £23 a month and a £100 gift card (which equates to £17.44 a month), and a Echo Plus. He offered to reduce my contract to £27 but the Vodafone deal is a no brainer, he agreed, so I went for that, although they changed the Echo Plus to an Echo Dot when I ordered on Monday!.

PN has offered me a renewal deal £25 a month for unlimited fibre extra with line only plus £50 cheque cashback as it agreed with 12 months contract. (saving of £229.76 off)

My parents was offer the same deal £29 a month for unlimited fibre extra with line rental plus all including anytime calls plan in a 12 months contract (saving £227.76 off)

I don't recommend voda. The throughput is rubbish even if you do reach the sync speed you should get. They also have a [censored] network mate.......... The throughput is like a snake, up and down like a yoyo...

Their Customer service is rubbish........ If something go wrong, you have no hope....... You just as well ask your cat for help & advoce.............
It's not worth saving a fiver to go to them mate....

That's all I have to say about that..... (Forrest gump)

In reply to a post by mrmarktigger:

The throughput is like a snake, up and down like a yoyo...

Uh uh! You go up the ladders, and down the snakes.

Just to jump on this thread and ask, Plusnet basically do retentions by phone rather than live chat - is this right?

Also, any idea if the retention agents' budgets reset at the start of the calendar month - i.e. it;s better to ask earlier rather than later in the month?

Got a cracking deal with Plusnet staying for another 12 months contract for FTTC 80/20 with line only for just £22.50 all credit thanks to Gandalf (PN Staff) plus £5 further reduced from my referral scheme to get this price down to £17.50.

Going to stick and staying with PN.

In reply to a post by adslmax:

Got a cracking deal with Plusnet staying for another 12 months contract for FTTC 80/20 with line only for just £22.50 all credit thanks to Gandalf (PN Staff) plus £5 further reduced from my referral scheme to get this price down to £17.50.

That's an excellent price if it includes Line Rental.

yes it including line rental.

I received the same treatment today ....contract renewal, they can't beat the competition and are sticking to prices that are higher than some of their competitors.
I hate migrating from ISP t another but luckily we don't need MAC codes anymore and migration now is easier than before.
I've been offered a better deal for 66Mbit but there are better offers out there for faster fibre broadband.
I think now the only people who get good deals are those who migrate every year from one ISP to another

Who have you talked to at Plusnet? The standard sales or Customer Service teams are the wrong place.

You need to ring and ask for "Retentions" and tell them you are thinking of leaving.

If you read the whole thread you will find the OP got a deal later.

Edited by RobertoS (Sat 23-Nov-19 22:55:09)

In reply to a post by karim31:

I think now the only people who get good deals are those who migrate every year from one ISP to another

I don't understand ISPs. If they'd offer more competative prices more would stay.

I'm one of those that swaps each year, usually between Sky and Plusnet, just because they offer new customers a better deal than loyal ones.

When I called I used the option that says something like " If you are thinking of leaving press..... "
The person I spoke to did not match talktalk offer so I asked him why new users are getting a much better deal with a £75 cashback., his reply was "we can't give cashback to everyone" even though I wasn't asking him for cashback, I just mentioned it so that he might improve the new quote he gave me and I even offered to take one of plusnet moblile sim offers ...but.suddenly the phone line was cut off ( can't speculate on the reason why that happened)

Keep trying karim .

They have many people in Retentions, so ask if that is where you have got to. Each person there seems to have a budget of giveaways every month. Some use it up early, some save it up till near the end.

Until you get a deal you fancy, ask if you can think about it and can they put a note on your file. Next day try again. See this post.

In reply to a post by mrmarktigger:

I don't recommend voda. The throughput is rubbish even if you do reach the sync speed you should get. They also have a [censored] network mate.......... The throughput is like a snake, up and down like a yoyo...

Curiously, I have zero issues with VF performance since they resolved the issues with their line cards 18 months ago. Infact I've just renewed with them

Thanks for your advice RobertoS, I will try again and see what happens ....
cheers

Unfortunately they are sticking to their guns with the quote... they say TT off-source their customer service that's why their prices are lower.
Furthermore they are telling me that the bandwidth is between 50-72 Mbps (perhaps due to ofcom recommendations)
I still have over one month line rental paid for by annual saver, I may have to sacrifice that if I decide to move