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Hello,
Yet extra hurdles to come across as I try to migrate my user base away from the ever crumbling company that is PlusNet.
Migrating one user who has a "Homeworker Pro" account since June 2004, paying
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This is a certain mistake. Can you give me the ticket number where you got this reponse and I will raise it.
Ian
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I posted this in Plusnet's forums too, and James Bailey added a note to the ticket (19958492) to tell them to give standard 30 day notice terms.
I'm really confused as to where this agent got this rolling annual contract idea from?
cheers,
Richard.
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Register (or login) on our website and you will not see this ad.
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Well its like teleworker pro / teleworker which is a busniness product and on a 12 month contract.
F9 part of plusnet
Chugging along on 2 MB
Downstream 1902 Kbps (237.8 KB/sec) 2054 Kbps (inc. overheads)
Upstream 245 Kbps (30.6 KB/sec) 264 Kbps (inc. overheads)
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yes, which ended in June 2005, as this account was created in June 2004. From then onwards it should have become a 30 day notice cancellation.
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"I posted this in Plusnet's forums too, and James Bailey added a note to the ticket (19958492) to tell them to give standard 30 day notice terms." - So, why post here?
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extra coverage 
well, honestly, it was because I post here by default without thinking but then thought it wouldn't get picked up as "plusnet don't cover this forum anymore" so then jumped over there too.
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"extra coverage " - I hear ya.
I see James responded within 5 minutes. Rather excellent I thought.
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yeh, all I can do is re-iterate what nearly everyone else has said; that James Bailey goes far and above his job requirements. What irritates me most is that they are not fully appreciated by the company they work for. But as always, without these dedicated few people in companies, you would be truly stuffed.
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It's obviously wrong but that doesn't mean it wasn't intentional. How could an agent invent such a term? Most likely the OP gets sorted out while the majority just take it on the chin and allow PN to lock them in for another 12 months.
From what we see in the forums, a lot of this kind of deception goes on and if customers don't know the ropes they get taken to the cleaners.
This question should be incorporated in the mega FAQ which would be the sole reference for both agents and customers. Not that PlusNet would ever allow such a thing, I'm afraid, or they would have done it already.
Simon
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Personally I'd be happy if James found a similar job at a workplace with a much better upper management who actually care about their staff and just as importantly, their customers.
I reckon that Metronet got a bum deal from the Plus.net takeover.
=========================
Plus.net: "We can't predict the future" 
Plus.net: Beware of The Leopard 
My spelling mistakes are all my own Edited by caesar_salad (Wed 02-Aug-06 19:17:44)
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>>>>>>>.From what we see in the forums, a lot of this kind of deception goes on and if customers don't know the ropes they get taken to the cleaners. <<<<<<<<
You made a similar observation regarding someone who thought they were going to get over billed, even though it was obvious to all it was a decimal point in the wrong place in the mail they received. You indicated then that you thought it could be deliberate policy.
I understand that you think poorly of the ISP, but do you actually think that they are actively engaged in a conspiracy to defraud?
Saying they make mistakes is one thing, but to to suggest this this is a deliberate act that needs more than one person to operate, meaning it's a conspiracy, and a serious allegation to make against a number of individuals.
Sadoldman
Just a tad sad..a wee bit old...
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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---
I understand that you think poorly of the ISP, but do you actually think that they are actively engaged in a conspiracy to defraud?
---
I think they actively fail to brief staff consistently resulting in a torrent of mis-communication.
I also believe Plusnet's never ending product changes have caused many more rounds of confusion for staff and customers alike.
And, from my experience, there are *loads* of companies who have such poor general practice over and over again, and, unless you know the terms, will find it really difficult to escape.
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No doubt the Agent will be "re-educated"
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Current terms and conditions can be found here:
http://www.plus.net/info2/legal/index.html
and scrolling to the bottom of the page will reveal archive terms and conditions.
Should be able to locate the terms and conditions that were in force at the time of signup from there.
+++++++++++++
Ex Plusnet Tech Support Agent
(Fired for not getting customers to hang up soon enough.)
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In reply to:
Saying they make mistakes is one thing, but to to suggest this this is a deliberate act that needs more than one person to operate
Isn't that a bit of a leap from deception to conspiracy?
It's perfectly possible for deception, ie giving false information, to take place without a conspiracy.
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I just find it ynbelievable that an agent would invent this stuff.
Hmm..what I can say to the customers to confuse them, today?
I know if anyone rings up I will tell them they are on a rolling 12 month contract.
Prefer the theory that PN told agents to say it.
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Thank you for that link...
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I had a Home Worker Pro Annual Account on a yearly contract, from Feb 2004.
I terminated my account Oct last year. I only had to pay the 30 day termination fee.
Sorry I don't have the T & C's but had no problem leaving.
Edited by deleted (Wed 02-Aug-06 23:41:16)
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T'was not a problem...
+++++++++++++
Ex Plusnet Tech Support Agent
(Fired for not getting customers to hang up soon enough.)
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An alternative theory could be that the agent didn't know the actual facts, and rather than take the time to ask someone and find out the truth (which takes time and impacts the agents stats), he said the first thing that came to mind, just to get the customer off the phone so he could get to the next call.
+++++++++++++
Ex Plusnet Tech Support Agent
(Fired for not getting customers to hang up soon enough.)
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I understand that you think poorly of the ISP, but do you actually think that they are actively engaged in a conspiracy to defraud?
-----
I believe that they are actively engaged in a conspiracy to exploit by disinformation, misinformation or by withholding information. A judge would have to decide whether that amounted to fraud. There have been just too many examples over the past year or more of these alleged mistakes for it to be credible. The "mistakes" are always in PlusNet's favour for a start.
The lucky punters have scanned the forums and know what questions to ask, what statements to challenge. The majority have no such luck and get subjected to too many, er, one-way "mistakes".
In any event, a company which can't afford to give genuine refunds to customers after a month and more of no service is in a parlous state, imho and is probably using every trick in the book to bolster its bank balance.
Simon
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In reply to:
There have been just too many examples over the past year or more of these alleged mistakes for it to be credible. The "mistakes" are always in PlusNet's favour for a start.
I hope you have something more substantial to base that on other than a message board. Additionally, if a mistake went in the customer's favour, then any customer with half a brain would remain schtum. Plus they'd have no need to write about it, as history has shown; people only tend to use forums when they have an axe to grind.
Either way it sucks though. I don't know what I'd prefer my ISP to be; penny-pinchers or inept. Decisions decisions.
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hi
I would think that theory is the most likelyest..
thanks
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if a mistake went in the customer's favour, then any customer with half a brain would remain schtum
-----
Current customers might, it's true but there's nothing to stop ex-customers reporting a mistake in their favour in the past...
Simon
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I guess the question is, had the user said "OK I'll pay" would they have taken the 11 months, even though they can see it's not due? My bet is they would.
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Takes too much iniative.
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As ex-customers, they probably contribute in places other than their "old" ISP's discussion area, and as they've left, probably have no reason to comment in any favourable way, so the odds of reading/hearing about these instances is low.
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Did you get this sorted?
I have a business account which is marked as annual which I am trying to close. I gave 30 days notice on august 24th, but they are telling me that my account will terminate on november 26th (I joined november 26th 2003).
Especially at the price of these accounts (which never went down below
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yes, this was resolved by me posting the same comment in the plusnet forums. James Bailey picked up on it and added a note to the ticket to (effectively) tell the CSC to stop being so stupid!
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Thanks. I have posted on their too, although someone has already pointed me to a previous thread where this fee (the end of the year fee) was waved but plus.net said that this was their policy.
If it is, I need to warn some other people I know on similar accounts to cancel theirs at the end of the year and go to someone with reasonable terms.
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I have read the archive TCs for my Annual sign up which was 2003 http://www.plus.net/info2/legal/tandcarchive/pre070704/index.html but they are far from clear as to what happens when a user quits prior to the yearly contract date. My understanding of a yearly contract is that I have to stay with the company for a MINIMUM of 12 months but after that i can quit by just giving 30 days notice without having to pay up to the end of the contract year.
Now while I have no intention of moving on at this time I certainly will If I find I have been conned (by the omission of them spelling it out) even if it costs me money.
I will post a ticket to get this confirmed but will I be able to believe the answer ?
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You are correct. Your initial 12-month contract period, having elapsed, has been automatically replaced by a 1-month contract. If any PlusNet agent tells you differently, please report back.
Simon
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The confusion may be the fact that the product still states annual contract, even after renewal after the first year.
This subject keeps cropping up from time to time and keeps being answered as previous posts, which does suggest the T&C are not clear enough. Or, some might infer it does give PN the option to enforce an annual contract is completed each year, should they wish to, due to the ambiguity of the T&C description.
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Peter
would it not be an idea that when a person signs up to plusnet, they get an email highlighting their details etc, that this information could be added?
ie: As you have signed up to a 1 year contract, at the end of 12 months, your contract will revert to a montly contract, and 1 months notice would be required.
Only a little thing but may help with the confusion.
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