Also, the repeated presence of 24/7 cover over many years gives those on monthly contracts grounds to claim that that was a relevant part of the service.
Yes, they can get out early, but that's not good enough. Being able to terminate a contract is great, but a supplier being allowed to chop and change T&Cs willy nilly is bad form, as many customers will not:
a) Be aware of the impact of the changes
b) Be reading things in this place
My own reasons for considering a move away from Plusnet are three-fold:
a) QoS - Seem to be waning - if I must change to a 12-month contract, it will be with very reliable supplier.
b) Changing ToS - All the little bells and whistles seem to be getting cropped. Fax to e-mail, 24/7 support. I have had several calls from Plusnet about my existing service. I believe they want all their customers off of monthy / legacy contracts, and are bugging them to do so. I would rather leave.
c) Lack of listening - I never ever really got the impression they listened to their customers. Not in 2005. Not in 2010. Not now. They take on board the feedback, and their strategy eventually ignores it, either at the Plusnet or more likely, at the BT level.
What's stopping PN changing anything in future? Not a lot, and the old "price beats all" argument will be half the reason most of their customers will put up with any changes. I get the impression they will squeeze the service to a minimum to maximise the profits (rather than provide a service worthy of the value of the money each customer spends).
Edited by camieabz (Sat 27-Jun-15 13:42:05)