So glad I decided to stay with sky instead of going to plusnet when my 12 months fibre period was up.

If it wasn't bad enough that they cut upload to ADSL2+ speeds now they are cutting back on support.

As an observer it just indicates that plusnet don't have the money to invest in infrastructure and we have all seen what happens to ISP's who don't continue to invest.

If I were a customer I would consider slashing of provision and a 33% cut in support to be a detriment to the contract I signed up for.

Errmmm .

Apart from the fact that (using an iPad) I can't find Sky's upstream speed specified at all, and Terms & Conditions on the 38Mbps product page gives a mere two lines that tell me little useful, Plusnet are not cutting anyone's upstream speed. Nor are they reducing the upstream on the replacement product to ADSL2+ speeds. Exactly double, excluding the tiny proportion of ADSL2+ users who can get a significant benefit from Annex M - at extra cost.

So whilst I accept your position, I don't accept the reasons you give.

There is no reason either why Plusnet 38/2 shouldn't sell perfectly well, just like it does on TalkTalk.

As for the support hours, which ISP do you understand ofers the best support? The general opinion seems to be AAISP. Have you looked at their support hours?

As someone who have been with two providers over the last 4 years or so that only had Customer service at set times, it is not a problem for me.

ADSL24 only had Cs on weekdays I think and Allpay also had the same thing.

Thank you.

Your comments are very well constructed and it is good to see how you apply your legal opinion on the matter.

It would be interesting if anyone that is complaining takes this to the county court, as I doubt OFCOM will do anything as the change is not of material detriment to customers.

24/7 ends July so no, not miss-selling.

But the contracts they are selling are for 12 or 18 months and the 24/7 support will not be available for the full length of the contract so it IS clear miss-selling.

https://www.asa.org.uk/Consumers/How-to-complain/Onl... only takes a few minutes to complete.

And T&Cs can be altered at any time during that period. Whether THIS specific issue is deemed to be detrimental to a paying customer is a matter for the overly paid lawyers, Ofcom (possibly) and case law and judges.

Support hours are not the be all and end all of the matter. It's not a lot of good having 24/7 support if when you ring in to report a fault all the operator does is log your call and raise a ticket for the faults department who then take up to three days to even raise the case with BTw/OpenReach. At least with the likes of AAISP when you do ring in at 9am you know it will be dealt with swiftly!

I fully agree. In effect I was saying much the same thing.

The only things wrong with Plusnet doing this is that for people signing up before 13 July they are being misled until the site is changed, and anybody on a minimum term should be able to get out.

The change itself is entirely up to Plusnet. They offer a product and we decide whether or not we want it. It's called a retail market .

Edited by RobertoS (Sat 27-Jun-15 10:04:29)

In reply to a post by David_W:

The transitional provisions Statutory Instrument for the bulk of the changes in the new Act is not yet available, even in draft form (or if it is, my searches have failed to dig it up). The transitional provisions will make it clear which law applies when.

Are you sure about this bit? The Sale of Goods Act 1979 applies to all contracts since 1 Janurary 1894, so why should Parliament have restricted this new law just to new contracts or disputes? I had a look in the new Act and did not find any power conferred on the Secretary of State to decide which contracts the new law should apply to. That would be a hugely important issue to be left by Parliament to the discretion of a minister. Do you know of any examples where this has happened before?

P. S. I agree with you that it's unlikely that this change by Plusnet is sufficient to allow people to get out of their contracts.

P.P.S. In the time I have been writing this, my connection has dropped several times. Plusnet, your service sucks!

Edited by deleted (Sat 27-Jun-15 10:27:37)