PN Reps - some questions to answer please

Looks like a few questions need adressing:
1. If you are signed up for an 18 month contract but you are unhappy with the service, what happens?
2. In a change of circumstances (loss of job for example) could users move to a lesser package without incurring additional expense or contract length?
3. Would an existing PN customer signing up for 18 months get a free router too, or could this be offset against something (e.g. £2 loyalty credit per month)?
4. When exchanges change status (e.g. move from 2 to 3) would the cheaper cost be automatically passed on?
5. Would ADSL2+ automatically be put onto existing connections when available on an exchange and the trials are over?

And reading the posts from various people, how about a serious thought about these (one I mentioned above):
1. A 30 day money back guarantee? That would at least give some warm cuddly feelings back
2. Existing, or even new customers who DONT want a new router get a monthly discount off the bill?

A good set of questions Fig..

1. If you are signed up for an 18 month contract but you are unhappy with the service, what happens?

- Have a look at the product change FAQ

2. In a change of circumstances (loss of job for example) could users move to a lesser package without incurring additional expense or contract length?

- We can consider these on a case-by-case basis.

3. Would an existing PN customer signing up for 18 months get a free router too, or could this be offset against something (e.g. £2 loyalty credit per month)?

- Existing customers will be able to take the free router, there is no option to offset this as a discount.

4. When exchanges change status (e.g. move from 2 to 3) would the cheaper cost be automatically passed on?

- This would only change at the end of the existing contract period, up or down.

5. Would ADSL2+ automatically be put onto existing connections when available on an exchange and the trials are over?

- We've not detailed a full migration plan for existing customers on to ADSL2+ yet, when we have more information we'll let you know.

Thanks Chris but can you explain why - an existing customer, who has completed any previous minimum contract length has to take up an 18 month (or 12 in the case of PRO) if they wish to move from a legacy product to the new offerings.. particularly if they only want the change of product and no new equipment etc. Also will PN look at changing this. For example could an existing customer change to the new product without having an 18 month contract if they started on the full product price for the new product.. ie no starting discount.

Also - lets say a customer does change to the new product and signs up for 18 months. At the time of sign off his exchange is a Market 1 or 2.. However his exchange then changes to Market 3 - why can they not have the reduction in cost that comes with that. Someone could be paying extra for as much as 17 months. Surely Plusnet would have a reduction in their costs.

Edited by deleted (Wed 18-Feb-09 16:52:10)

If you're an existing customer under contract, the new contract STINKS - you're effectively being penalised for being loyal!

We don't want another free router, if the one we have is the same as the one you'd be sending and only months old anyway, so I just don't get it.

Some of us have been with them for years and years but there is nothing to reflect that loyalty. Just slap them with a 12 month or 18th month contract.

Agreed, it is sad. If for whatever reason my current package no longer suits me I will probably leave Plusnet instead of signing up to a new 18 month contract.

I think Mr Wild saw what was coming, didn't like it and did the honourable thing. I could be wrong of course

Looks like it's just PN in name now, BT are totally pulling all the strings.

I guess it was to much to ask for it to really be independent.

My thoughts exactly and he's not the only one. As soon as I read his blog I knew someting was in the pipe line that was not good.

In reply to a post by wingco1:

I think Mr Wild saw what was coming, didn't like it and did the honourable thing. I could be wrong of course