Contract problem with Plusnet

Hoping for some advice.

At the end of last month in a cost saving exercise I changed my product down from BBYW Option 3 to Unlimited, I'm adamant that at the time I did it there was no mention in the control panel of an 18 month contract which I would never agree to as I have been trying to leave Plusnet for months but there have been exchange issues with the new ISP.

I have gone through all correspondence via email and in the tickets and nothing during the process once mentions a contractual tie in.

Even now in my control panel all that is stated is:

Broadband & Home Phone products
Plusnet Unlimited
* £11.99 for the next 2 months then £19.99 afterwards. £11.99*
No Home Phone product

And under previous tickets:
This Customer has chosen to downgrade from "PlusNet Broadband Your Way Option 3 (Monthly Contract)" to "Plusnet Unlimited" on their next invoice date (22-05-2009)

Downgrade to an 18 month contract? that's not a downgrade!

Invoice Period changed from: monthly to monthly

User account type changed from PlusNet Broadband Your Way Option 3 (Monthly Contract) to Plusnet Unlimited.

Should this not say 18 month contract!

Not a single piece of correspondence before during or after states an 18 month contract.

If I go though the Upgrade Process as an existing customer its now clear as day being bullet point 4 on each option however I would never now or ever sign up to an 18 month contract with a company I was trying to leave anyway which is why I am sure that key detail was not present when I changed to a lower price

I have asked Plusnet to take into consideration that it is obvious that I have been trying to move for some time but I very much doubt it

Would also be worth pointing out I work in IT and have worked for hosting/ISP's in the past so always look for the small print!

Hi Simon,

It's worth pointing out that as an existing customer you would be entitled to a 12 month contract if you were to upgrade your account, so I'd be more than happy to get that changed for you.

Also, when you opt to change product via the Portal, it states clearly that it is an 18 month contract and you should also have received confirmation of your contract end date once you had upgraded your product.

What made you change your product if you were trying to cancel?

James,

Why would I agree to an 18 month contract when I was already looking to leave? I changed package to a cheaper one due to cost saving while I was waiting for the new ISP to resolve their capacity issues.

If it was so clear at the time I did it I would never have done it, I never even take an 18 month phone contract let alone with an ISP I was already trying to leave (3/4 MAC generations)

Also as an 'Existing' customer why am I not automatically on a 12 month contract from changing product type if the offer is available surely thats just fleecing people that do not whine?

As sods law would dictate at the time of requesting a MAC IE stating I did not want the service again I was only a few days over the distance selling regulations timeframe.

All i am looking for for once is a Company to do the right thing and see there has been an error and just let me go.

Regards,
Simon

Edited by simonts (Tue 16-Jun-09 13:14:59)

Simon,

I'm confused. you say you were looking to cancel, yet you changed your product type?

I'm actually hopeful that I can help here - Could you send me your username by PM so that I can have a look at your account please?

Yep done

Thanks Simon.

Hopefully that should be everything sorted out now.

In reply to a post by simonts:

Also as an 'Existing' customer why am I not automatically on a 12 month contract from changing product type if the offer is available surely thats just fleecing people that do not whine?

It's the same as there's no way to "try" the product for a month unless you are vocal here, when there suddenly is...

Hmm.

I'm sure that we said at the point of launch that we would be happy for customers to move back to their original product is they weren't happy with the new one...

Does your web site say that somewhere useful?