Good Bye Plusnet

Called them this morning to ask for a price for an out-of-contact customer to go back to a 12 month agreement. I need to talk options through with my father in law and needed the information. I was not prepared to give his number as that would then cause data protection issues.

They outright REFUSED to give a price for providing service and demanded his details - which are NOT relevant, except that he is currently an out-of-contract PlusNet customer.

They claim they can only give a price if they know the phone number - utter rubbish.

Time to find a more customer friendly provider.

Back in the old days Plusnet had different prices for different exchanges - I don't know whether that is still the case.

In reply to a post by kasg:

Back in the old days Plusnet had different prices for different exchanges - I don't know whether that is still the case.

Does not look like it on their website, and I was quite willing to give the exchange name, just not the full number. I could easily have claimed to be Mr XXX but will not do that.

All the call handler needed to do was look at her price list and say: 12 month BB, including anytime calls and line rental - £nn.nn/month but no, she was going to be awkward, I could tell from the start.

I suspect they might have different deals they can offer to different customers and therefore may not be the same price for every customer. This is a guess but would explain why they would need to know exactly which customer they were quoting for. The alternative is just to take whatever the current out of contract price is.

Blimey, we've not been with Plusnet, but that sounds a bit unusual for them. Hope you find a better provider!

I was not after a "deal" that would come later - just basic prices. They will all start at one price and then drop don for each customer as they see appropriate. It was just the top level options I needed.

Their out of contract appears to be twice the in contract price. And they claim to contact people before contacts end - nothing I have seen so far suggest that either.

In reply to a post by MHC:

And they claim to contact people before contacts end

I certainly received an email around 4/5 weeks before the end date of my contract and the same if not a little bit sooner before the end of my LRS (line rental saver) period.

In order to discuss discounts you need to speak with the retentions team by choosing the option "I'm thinking about leaving" in the phone menu.

I've found that ringing back later and speaking with a different person can produce a slightly improved discount. I have tried it myself and got a slightly better offer than I did on the first call.

Speaking for myself, I wouldn't expect anybody to enter into negotiations with me not knowing who I am, bit like a game of poker where one player has to bid with all his cards face up on the table .

p.s. Point taken about coming up against an agent who is awkward from the outset. Something I've only ever come up against once in all the years I've been with PlusNet but I just rang back and got someone who was different again.

Edited by longedge (Fri 30-Apr-21 13:48:50)

I was NOT entering negotiations - I just wanted the BASE price, no extra discount &c, just the price.

BT are wiillng to give a price, as are Sky and others - so why not PussNet?


If you go to buy a new TV, Car, case of wine - you can get a price without giving any details, so why not their BB service?

In reply to a post by MHC:

I was NOT entering negotiations - I just wanted the BASE price, no extra discount &c, just the price.

BT are wiillng to give a price, as are Sky and others - so why not PussNet?


If you go to buy a new TV, Car, case of wine - you can get a price without giving any details, so why not their BB service?

There is still two types of exchange and the wholesale cost is lower on one them.
Their system will probably only give a price if you enter the phone number as the price will probably be based on which exchange you are connected to.
My guess is their system only accepts phone numbers or full addresses and you cannot manually tell it which exchange.

Thanks
Dan

They had the exchange name - that is all they need.

Have just called again and got the same ... need the number, "because we need to access the account" so I said if i give you the number will you be able to give me a price? "NO because you are not the account holder".

Asked for complaints team - not able to transfer me to a dedicated team.