Plusnet rep - help with 90 days MBG

I have opted in to the 90 days money back guarantee when signing up to Plusnet.

I raised a ticket requesting to leave under the money back guarantee which I have opted in (clearly stated in the ticket). Having spoken to a rep this morning and was promised I will not be charged and will be given refund after I have migrated away, the ticket is now saying I will owe deferred migration fee of £14.99 + migrating away within 12 months of £14.99 + additional 2 days of usage of approx £1.xx. Total owed = £31.xx.

But under the guarantee, instead of owing Plusnet money, I should be getting a refund of subscription fees I have paid, which is 2 x £19.55 = £39.10

Any Plusnet rep here can help sort this out?

Ticket IDs 28118455, 28146560.

Thanks.

Hi Gbee,

I'vve just put a note on one of your tickets.

We'll get this sorted out for you once your migration has completed.

Very non commital James. Will he have to pay?

Apologies - I've merely commented on the ticket stating that a refund is required.

The final charges is something that is automatically generated on all cancellations or MAC requests. The actual refund under MBG is something that is done once the migration has been confirmed.

Thanks.

Thanks James.

So the final charges is auto-generated not taking into account of those opted into the 90 days MBG.

BTW, for those where the charges do apply, why are there 2 separate charges for 'Deferred Migration' and 'Migration Offer' - totally £29.98 ?? Are they not the same thing?

Details:
- Deferred Migration: 14.99
- Migration offer - cancelling within first 12 months: 14.99

Hiya,

Yes, that's how the system works.

No - That's shouldn't happen and I can't actually see why. Of course in your case, you shouldn't be charged a cancellation fee because of the MGB, but I will need to have a look into that and find out why it has happened on your account.

James, my experience was similar (see the thread on problems with leaving under the 90 day MBG) - but all the front line people involved did their utmost to insist the risk free MBG doesn't include this £30 of migration charges, and threatened I couldn't leave till it was paid, then legal action when I refused to accept the charges - till the matter eventually got escalated.

threatened I couldn't leave till it was paid, then legal action when I refused to accept the charges
-----
The notion put forward by Sadoldman and a few others that these agents are just making excusable and genuine mistakes is surely overly protective of PlusNet when customers are being bullied and exploited in this way. It would still be bad if the agent had right on his side -- but he was denying the existence of a legitimate agreement and compounding the felony by threatening an innocent customer with legal action. How many others give in at that point and just pay up - or decide to stay and avoid trouble?

This is simply disgraceful. Agents are obviously being instructed by PlusNet to lie -- and they certainly don't start playing the "legal" card without being specifically instructed to do so -- presumably by the delightful Ms Axe, who must be finding the new BT anti-customer policies right up her alley.

Simon

If they explicitly said "and threatened I couldn't leave till it was paid" then that is breaking the Ofcom GC22 i.e. you can leave at any time even when inside contract, but that money issues will have to be slugged out afterwards if there is a dispute.

If there are others who are reading this, and have similar situations I am as ever happy for people to contact me, and I can collate things and present this to Plusnet with a view to ensuring that lessons are learnt.

If some are being over protective you are being overly agressive.

Would not the sensible thing to do to be continue to use people like James to resolve issues when they arise and then follow up to ensure that mistakes are rectified.

I should not have to warn you, but I do feel you have stepped over the line with your comments, something you have done in the past. Use of words like felony and lie are pretty strong, but easy to say on an online forum.

In reply to a post by MrSaffron:

If they explicitly said "and threatened I couldn't leave till it was paid" then that is breaking the Ofcom GC22

It is incredible that Plusnet train their staff to ignore Ofcom rules.

It is incredible that Plusnet train their staff to ignore Ofcom rules.

Ignorance is bliss ----- but not an excuse.
In other instances with front line support and call centres when things get tough you've got to to speak to the "organ grinder and not the m****y"

These are not "mistakes" - they are planned and intentional deceptions. The PlusNet reps have no power to put things right -- and are probably in on the scam. I understand you wanting to be politically correct but let's not be naive here. People are being conned -- and the ones who manage to find their way here to complain about it are the tip of the iceberg. What do you plan to do to help the majority of people who have already been bullied and threatened into submission? Don't you realise that this BB is part of the masterplan? Appease the vocal few and milk the silent majority.

Simon

If you'd like to send me your username/ticket ref I'd like to look into this.

Ordinarily the ticket containing details of fees also contains your MAC, so there should be no issue of you not being able to leave before fees are settled (this is an automated process).

No one is trained to lie here, and we take it very very seriously if agents are passing on incorrect information.

No one is trained to lie here, and we take it very very seriously if agents are passing on incorrect information.

As we are all part of the same BIG happy family where exactly are these agents based?
I thought PN was UK and MAAF was Durban*****

When the MAC arrived, the ticket did contain the charges which I immediately disputed.

It was during the conversation when these were being disputed that I was told that all charges had to be paid before I would be allowed to leave. I protested that as I was in the 90 day trial, in fact it was I who was owed money, and was then told that there was nothing to show that I was on the 90 day trial, and that legal action would follow should the disputed charges not be paid. Fortunately (for me) I was able to point out written confirmation I had from you showing I was taking the trial.

After getting no further with another first line agent I escalated the matter to a manager, who did appear to take the matter very seriously, and did resolve the matter immediately, and apologised for the staff who had treated me so badly. Though subsequently wrote up the conversation "incorrectly".

Not unreasonably, I wrote to challenge what was written by the Manager about the conversation, and requested the written record be corrected - or suggested there was a transcript added to the record. In reply, (sent to me by one of the earlier agents, not the manager), my request to correct the "innacuracies" was ignored,and the suggestion about the transcript was refused.

I think you should think very carefully about getting some specialist attention. Paranoia is a serious problem. Either that or get a good lawyer.

In reply to a post by OES:

When the MAC arrived, the ticket did contain the charges which I immediately disputed.

It was during the conversation when these were being disputed that I was told that all charges had to be paid before I would be allowed to leave.

Once you have the MAC, assuming it is valid and we have no reason to suppose it wasn't, then there is no way your ISP can stop you leaving. Things are completely out of their hands, unless like at least one other ISP I believe have done in the past they put a cease order on the line before your new ISP submits the migration order and MAC to BT.

And if they do that they have de facto made you leave.

In reply to a post by pr100:

These are not "mistakes" - they are planned and intentional deceptions. The PlusNet reps have no power to put things right -- and are probably in on the scam. I understand you wanting to be politically correct but let's not be naive here. People are being conned -- and the ones who manage to find their way here to complain about it are the tip of the iceberg. What do you plan to do to help the majority of people who have already been bullied and threatened into submission? Don't you realise that this BB is part of the masterplan? Appease the vocal few and milk the silent majority.

Simon

If you actually believe what you have written It is obvious that your distaste for the ISP allows you to malign individuals whom you have never met, accusing them of being dishonest, colluding in a scam, that they bully and threaten people, lots and lots by your account,...just because they are employed by this ISP.

I have no interest whatsoever in defending Plusnet...it's a business, no more no less, and I cannot get emotional over a business.....but to use our BBS to wantonly and in my view irrationally insult a whole bunch of individuals, and let us not kid ourselves your accusations are criminal in nature, goes far beyond trying to put an ISP to the sword.

So humour me, what evidence do you have? All we have is a few posts on the internet, not always the most reliable source of information.

To help the majority, if there is reasonable evidence of collusion then I would be sitting on a story that all the mainstream press would be interested in, why, Plusnet is part of the BT Group which is a big news grabber. Perhaps if so sure of your case you would like to do this for people to help the silent majority, or is the reality not so black and white.

I exist to help people on the bbs with problems, but where an ISP does wrong people consistently and intentionally particularly with regards to things like GC22 I would work to make it news well beyond our site. So far I've seen no evidence and not had the silent majority dropping lots of emails to me about that, plenty from other providers on the usual problems.

But leave themselves open to small claims court for costs incurred when moving

My "distaste" is for the malpractices which are being exposed daily on this BB. My real concern is not for the 5% who find their way here to complain because the rules of the game are that grievances aired in a public forum will be unctuously resolved by the PlusNet reps who are tasked with troubleshooting in public places, but for the 95% who aren't savvy enough to question PlusNet's tactics or to find their way here to raise the alarm.

As a BT shareholder, it would be more logical for me to defend PlusNet to the hilt than to "put them to the sword" but honestly, things have gone too far when PlusNet start to threaten legal action against customers who are doing no more than exercise their contractual rights. If OES had not had the exceptional sense to keep an archive of the MBG offer, he would probably have succumbed to PlusNet's bullying. How many others had no such foresight?

You may argue that a complaint to the appropriate authorities would be the best course of action - but by the time any complaint is investigated and a verdict reached, all the 90-day MBG deals will have expired and PlusNet will have had their way.

As you bend over backwards to be even-handed, just ask yourself whether it is possible that plusNet would have neglected to brief their agents about the 90-day MBG; or that agents would be empowered to invoke the threat of legal action without reference to a supervisor.

Simon

All we have is a few posts on the internet, not always the most reliable source of information.
-----
That's all the evidence there is. Has there not been enough of it recently to worry you? Or do you perhaps think that these customers have got it wrong? How long do you give PlusNet the benefit of the doubt? The 90-day MBG will be up soon and after that, it will fade into history, along with the other skeletons in PlusNet's cupboard.

The silent majority, by definition, don't send their complaints to you. They probably don't know who you are. And in many cases they probably don't even realise that they have been wronged.

Simon

In reply to a post by pr100:

You may argue that a complaint to the appropriate authorities would be the best course of action - but by the time any complaint is investigated and a verdict reached, all the 90-day MBG deals will have expired and PlusNet will have had their way.

Simon

Why not make a complaint ..after all you will be helping all those you you claim you are concerned about. With all your proof of alleged malpractices surely you would win!

Could it be the reason you take no action is that you have no actual proof of your claims and are hiding behind the protection of a post in a forum? You are responsible for what you say Simon whatever way you put it.

Do your duty simon and report it for the good of everyone or desist.

Edited by deleted (Fri 13-Mar-09 10:55:26)

Thanks for your advice but it is up to OES and other injured parties to take the matter further if they wish. As a mere observer, my complaint would not be listened to.

And anyway, as I pointed out, the complaints process would take too long to get a resolution before the 90-day MBG scheme expires.

Simon

Simon dont troll and run... you made yet another wild libellous statement stand up and be counted,

Time to have the courage of your convictions.....

Edited by deleted (Fri 13-Mar-09 12:20:51)

I suggest you read my post again and try to understand it this time.

Simon

Hi Alastair,

The cancellations teams for all brands are based here in Sheffield.

Hi,

I'll be happy to add a correction to the notes on your account if you'd like to send me a PM with the details.

Simon, patronising as ever... Not only do I understand your post, I understand your motives. What I dont understand is the cowardly way you make such wild general allegations and libellous statements and then retreat. Stand up man.......

On the strength of a few posts on the internet, you are making some very strong statements in your posts in this thread about PN internal behaviour, you always seem to infer on you know more than you are letting on but when Andrew asked you to help him help the majority you actually don't have anything other than the posts?

You maybe right, but without any real evidence it's all just hot air. As a BT shareholder you could ask a question at the next AGM about PN perhaps?

Without getting involved in this issue, I must say I am becoming disenchanted by Plusnet of late and there are issues with my own service and interactions with the CSC - and the Comms team who they can't let you speak to but are happy to let you type to on a public forum.

I have today had to instruct them to remove credit card information to put a stop to erroneous charges their automated system keeps making whenever they try to 'fix' a problem with my account.

My problem is apparently being looked into but that will be for a new thread next week if they are still ongoing. Sorry Plusnet, but it sometimes seems that putting complaints on a public forum to make the Comms team step in to save face is the only way people get problems fixed, the ticket system is frustrating to say the least at the best of times.

Retreat? Tsk, tsk... your memory is very short when it suits you.

Stop trying to be "smart" because it makes you look silly.

Simon

Not a problem. Both the Plusnet forum and here are the ideal place to post when issues are not resolved. You then have advice and help from those with experience and top line support from the Comms team. Yes in an ideal world all issues should be dealt with in a timely and satisfactory manner with the first line of support. In the real world this is unfortunately not the case. Plusnet are by no means perfect but in comparison to BT, Sky Televsion for example (personal experience) they are far far superior. Try getting even the simplest thing resolved without escalation with HSBC bank is IMO totally impossible.

The forums are a useful tool to air grievances, gain advice, get problems and issues resolved and even have an effect on company policies all of which is a good thing.

Continuing vendettas 3 or more years after leaving a company with libellous statements guaranteed to inflame and then retreating is another matter entirely.

Simon the only one looking silly currently is yourself,

Comment away as is your wont... but unless your are prepared to go the whole hog give the libel a rest. Your childish obsession drives you too far on occasion.

Edited by deleted (Fri 13-Mar-09 14:22:04)

Remind me of the last time that you stood up to PlusNet's bullying lawyers?

You have picked on the wrong target - with the apparent objective of creating a smokescreen to protect the real villain of the piece. Only you would find anything creditable to say about PlusNet in this embarrassing expos�.

Simon

Try getting even the simplest thing resolved without escalation with HSBC bank is IMO totally impossible.

Some customers are saying exactly that about plusnet. However the "escalation" only seems to be succesfull if the customer uses this or the PUG forum.

We are talking about here and now.... No smokescreen from me... whenever someone disagrees with you why is it the toys go out of the pram. Constructive criticism is one thing - but when your own behaviour is as bad or worse than the picture youre trying to paint thats another. Childish and resting on past laurels. Back up your current allegations or restrict yourself to adult comment.

or the Plusnet forum..

to be fair, the word some is key... If you visit most of the other ISPs forums there is the same tale of occaisional inadequecy or poor service. Fortunately PN at least pay attention to what goes on here which many other ISPs dont.

Edited by deleted (Fri 13-Mar-09 15:16:35)

Toys..? Pram..? That's rich from you. For years you have jumped on my every appearance here with irrelevant abuse and an heroical shield for PlusNet. Can't you see how obvious you are? You just cannot bear to see me criticising PlusNet, however rarely I do it, and you're all over me like a nasty rash whenever I do -- however valid the criticism. Just re-read the relevant parts of this thread and invest your energies instead where they may do some good for the people who are being bullied by your beloved ISP.

I know you don't believe that PlusNet has been conducting itself in a corrupt and disgraceful way, even though you can read the same reports here that I can. Take off your rose-tinted spectacles, stop wasting your energies on me (for they are destined to be forever wasted) and focus on the real issues here instead of using L Ron Hubbard's dubious methodology to make me the wrongdoer here.

Now, you might just help PlusNet out of a hole if you can rustle up some punters who have been able to get away cleanly under the 90-day MBG deal in the past few weeks. Bring 'em on. Let us be reassured by customers who haven't been bullied and threatened when they tried to exercise their rights. All the evidence here makes PlusNet look too bad to be true surely? So let's try and find some ex-customers who have been properly and decently helped on their way, eh?

Simon

quit the paranoia..

You made the libellous allegations but want other people to back them up. thats rich...

A handful of people with problems does not create an evil empire except in your own deluded obession. Plusnet is a less than perfect (who is) provider better than most and worse than a few, mistakes are made systems changed and staff not fully trained in all instances, errors made and customers slip through the net that should not. Comms do what they can and provide a service most other providers don't to rectify those errors and you paint them as cover up merchants.

Years I have jumped on your every appearance - NOT true... But very true when you over step the mark and behave like a crazed loon, flaming the forum and then bottling out.

On occaisons you have highlighted issues and faults that needed to be done. A long time ago and your relevance or even knowlege of what PNs service is like has dimished to an extent to make much of your views irrellevant. Unfortunately the bitter hatred within you tips you over the edge of sanity from time to time. 3 Years ago you were badly treated by Plusnet, I'm sure youve prevented enough customers joining in the meantime to help satiate your bloodlust.

How many problems have there been lately. Not a lot...... Try looking in PNs own forums hardly a meltdown going on is there. Get real and get a sense of proportion. I dont own a pair of rose tinted spectacles.... though Im convince youve got some very dark ones.

This is about trading insults now and has to stop.

It is one thing to argue over issues but when it gets personal the plot is lost and only provides vicarious pleasure for onlookers.

Closed.