In reply to a post by zyborg47:

I did not think being market 1 had anything to do with Fibre...

It doesn't really. I was dealing with a Market 1 fibre customer earlier this morning. Having said that, we do charge more in a Market 1 area, same as we do for copper connections.

Regards,

In reply to a post by FurballB:

You say speak to Plusnet about my problems . they don't want to know.

Based on the amount of posts you've made in this thread, it seems apparent to me that you're not 100% sure about your circumstances, what you can/can't do and what you'll pay if you decide to leave off the back of the changes we've made.

How about messaging me your account username and I'll provide you with a definitive answer?

In reply to a post by FurballB:

Dame right me is being nice to Plusnet I've made a complaint to Ofcom for the situation they put me in back in April .

From what I can tell, your line was ceased for reasons outside of our control back in April. If that was the case then a cessation fee wouldn't have been charged if you'd left, however there may have been early termination fees relating to something else. Reprovisioning the service costs us money so it makes sense that we'd look to recontract you.

I recognise that you may have been in a rock and a hard place but that's not necessarily our fault. I'll know more obviously if I get the opportunity to take a look at your account.

Regards,

In reply to a post by MrTAToad2:

Mainly it doesn't mention Fibre Unlimited, which I would presume would mean that there are no changes. However, it does say "and fibre optic broadband only products.", although the only thing I found about fibre broadband was the cessation charge.

There are no changes to Fibre Unlimited, thus the omission.
We changed that line about fibre optic further down the page to read:

... and Value and Extra fibre optic broadband only products ...

I'll see if we can make the same changes further up the page.

Regards,

In other words, still the same PN mess.

In reply to a post by chrisparr:

We don't delete tickets, there's really no point in doing so as all it'll do is annoy the customer. Add to the fact that if we did want to delete one it would need direct access to the database, which nobody within customer support has.

It's more likely that there were several open tickets at once and the one you're talking about was older than the others and therefore not visible until one or two of the others were closed.

Email would be much much easier to delete/ignore.

Sorry my mistake I've found it now, it was just never answered

Plusnet:
The broadband fault has now been closed.
This fault Question has been closed because it has not been completed within 48 hours. If you wish to continue reporting a broadband fault, please return to the Help Assistant and restart the process.

I don't see the ticket answer being relevant here. What I want the answer to is how somebody can pushed into a 12 month contract that they never wanted & really hit them financially with no option out other than a £25 cease charge which wasn't affordable either , soon to be £30 .... I told you it was too much of a financial risk that i didn't want it.
but still pushed into it unlawfully under my own free will. I'm sure there must be something written in the Consumer Rights Act/ Office Of Unfair Trading about this sort of thing.

Oh here we go!

Terms that may be unfair
Schedule 2 to the Regulations lists some types
of standard term that may be found unfair. The
list is only illustrative, not a blacklist. It is not
exhaustive, and a term is not necessarily
unfair just because it appears in it. We have
identified as unfair a number of other
commonly occurring terms that do not directly
correspond to those in the Schedule. The 4
types of term in the Schedule overlap with
each other, but can all be seen as being likely
to cause one or more of the following
common problems:
■ consumers being misled about the
contract, or their legal rights
■ consumers being denied full redress if
things go wrong
(((((((((■ consumers being tied into the contract ))))))))))))
unfairly
■ the business not having to perform its
obligations
■ consumers unfairly losing prepayments if
the contract is cancelled
■ the business varying the terms after they
have been agreed, for instance, so as to
supply a different product, raise the price,
or reduce consumers' rights; or
((((((((■ consumers being subject to unfair ))))))))
penalties.

Good to hear there are no price increases!

In reply to a post by bpullen:

In reply to a post by FurballB:

You say speak to Plusnet about my problems . they don't want to know.

Based on the amount of posts you've made in this thread, it seems apparent to me that you're not 100% sure about your circumstances, what you can/can't do and what you'll pay if you decide to leave off the back of the changes we've made.

How about messaging me your account username and I'll provide you with a definitive answer?

In reply to a post by FurballB:

Dame right me is being nice to Plusnet I've made a complaint to Ofcom for the situation they put me in back in April .

From what I can tell, your line was ceased for reasons outside of our control back in April. If that was the case then a cessation fee wouldn't have been charged if you'd left, however there may have been early termination fees relating to something else. Reprovisioning the service costs us money so it makes sense that we'd look to recontract you.

I recognise that you may have been in a rock and a hard place but that's not necessarily our fault. I'll know more obviously if I get the opportunity to take a look at your account.

Regards,

This is not what I was told.... I was put under pressure by the lady that was dealing with me. Home movers department or something like that... but please correct me if I'm wrong.

I couldnt accept the 12 month contract. I also knew me wasn't under contract. so don't know why she was applying the cease charge of £25 to me.......I said the only way I'd stay if my broadband price was reduced coz of my circumstance. she said she can't do that. I said i want to leave then, her reply was you'll have to pay a £25 cease charge. I ask why! she said because I'm terminating my line...../ she wasn't having any of it , a deadly silents appeared then she said look if you need to exit your contract early you'll only have to pay £4.25 for every month up to your contract ends, no mention of a cease charge was added to that either if i was to end it early.

correct me if I'm wrong is that not being forced into a contract.

I'm a 100% about what was said ..... I'd of never agreed to that 12 month contract given my circumstances.

Is the following correct:

1) You previously had Plusnet broadband supplied over a phone line earlier this year with a different number to the one you have now.

2) You switched line rental from Primus to BT Basic and got a new phone number.

3) Because there was a cease of broadband on the old Primus number a charge of £25 could have been imposed if you had not agreed to a new 12 month contract with Plusnet - in other words a similar situation to a home move where there is a change of phone number.

4) If you had migrated to a different ISP after the Plusnet broadband had been provided on the BT Basic line then you would be subject to a £4.25 early termination charge for each month remaining of the 12 months contract?

In reply to a post by 4M2:

Is the following correct:

1) You previously had Plusnet broadband supplied over a phone line earlier this year with a different number to the one you have now.

2) You switched line rental from Primus to BT Basic and got a new phone number.

3) Because there was a cease of broadband on the old Primus number a charge of £25 could have been imposed if you had not agreed to a new 12 month contract with Plusnet - in other words a similar situation to a home move where there is a change of phone number.

4) If you had migrated to a different ISP after the Plusnet broadband had been provided on the BT Basic line then you would be subject to a £4.25 early termination charge for each month remaining of the 12 months contract?

What you is saying is correct about my phone line, but my broadband was taken up with you in Oct 2010 i wasn't subject to contract.

Also I wasn't aware of the migration considering the situation of a inactive Broadband.

To add to that the person dealing with me didn't make me aware of it either. which she only said I had two choices either be charged a £25 cease exit. or take the 12 month contact.... I explained to her why I didn't want to enter the contract.....

I asked for a discounted price of the broadband too & asked for the option of not being forced into contract , because i was in (Market 1 ) and my situation.
I explained to her, but not grace was given.... after a 30 sec to a minutes silents from the pair of us, coz she was not willing to accept my terms. I had no choice but to enter into a contract I did not want considering I may have cease my broadband before the contract ended.

All this was explained to her which a reply of..... you'll only have to pay £4.25 for every month of the remaining contract if you can't fulfill it. Like I said no mention of a cease charge too.

Be honest do you think that's fair and legal? ..... I think I do need to contact you to discuss my account . all this is obviously hasn't been dealt with correctly.

I don't have a issues with plusnet broadband, I received a great service with you over the years, but all this is obviously hasn't been dealt with correctly.

Edited by deleted (Mon 05-Aug-13 15:25:13)

In reply to a post by FurballB:

...she only said I had two choices either be charged a £25 cease exit. or take the 12 month contact.... I explained to her why I didn't want to enter the contract.....

I can see how you feel that you were "forced" into a 12 month contract rather than pay the £25 broadband cease charge on the Primus line.

It seems that she was unwilling or unable to offer you broadband with a 30 day minimum term (�no contract�) on the BT Basic new phone number.

Perhaps it's best if you take that up with Plusnet and ask why broadband only on a 30 day minimum term was not offered when you changed phone numbers - instead it seems you were perhaps lured (?) into a 12 month contact and the only charges involved would be for early termination if you decided to migrate before the end of the contract...