PlusNet introduces 30min auto-disconnect on ADSL

paul_h · 25 August 2005 at 1:05PM

More bad news for PlusNet 'broadband plus' and 'homesurf' users...

Read about this here

http://www.ispreview.co.uk/cgi-bin/news/viewnews.cgi?id=EEkuAZpVpkyxJTQBCc

and in PlusNet and ADSLGuide forums, there seems to be a lot of unhappy people...

I assume the big problem will be for PlusNet users who use a modem-router which remains connected... not everyone has a router that will auto-connect.

Not sure if it will affect scheduled downloads? What about VOIP users who leave their machines on?

peter_the_piper · 25 August 2005 at 4:07PM

Having read their problems on the adsl forums and now this, how can anyone recommend them as an ISP? I think I'll stick to Metronet, they seem to have the least problems and most reasonable charges. "Cheap" is not always the best.

paul_h · 25 August 2005 at 4:23PM

Apparently, customers will have 14 days to agree to the new T&C or request a migration code to leave PlusNet.

There will be even more unhappy people when they find out they will have to stump up the 'deferred' connection fee of £58-odd if they had the free set-up deal, before PN will give the them their migration code... Oh yes, and another £25 for the 'free' modem if you had it...

The piece on ADSLguide recommends people get in touch with their Citizen's Advice Bureau...

bbb_uk · 25 August 2005 at 5:15PM

paul_h wrote:

...There will be even more unhappy people when they find out they will have to stump up the 'deferred' connection fee of £58-odd if they had the free set-up deal, before PN will give the them their migration code... Oh yes, and another £25 for the 'free' modem if you had it...

I'm pretty sure PN can't charge the £58 and/or the £25 as they have changed their t&c that is not in our (well their customers) favour. PN would probably deny this and still try and charge anyhow. This is just guessing and it would be better to visit trading standards or your local CAB (as mentioned in earlier post).

paul_h · 25 August 2005 at 5:32PM

PN have confirmed that they will be charging for the deferred setup charges, and will withhold the migration code until payment is agreed. This is contrary to an earlier commitment to waive the charges.

There is much debate as to how legal this is, but PN have said they have consulted their legal dept. regarding this...

bbb_uk · 25 August 2005 at 5:49PM

paul_h wrote:

...There is much debate as to how legal this is, but PN have said they have consulted their legal dept. regarding this...

They are going to say that but I would still have discuss this with trading standards/CAB as it probably comes under the Unfair t&c act (or something along those lines) and I thought therefore contract would be cancelled as if it was never taken out (ie without paying disconnection fees, etc). I can't see how, if they change the t&c which is definitely not in their customers favour, then go on to say that for those that want to cancel they still pay the cancellation fee. It's wrong as PN have broke the t&c themselves (by changing them) and hence reason why it is possible to "escape" any contracts.

In my opinion, if I had signed-up to them then they brought out this t&c then why should I pay to "get out" of the contract when in fact I never signed-up to this new contract but the old one.

I would definitely recommend anyone with them to speak to trading standards and/or CAB.

paul_h · 25 August 2005 at 6:01PM

bbb_uk wrote:

In my opinion, if I had signed-up to them then they brought out this t&c then why should I pay to "get out" of the contract when in fact I never signed-up to this new contract but the old one.

I fully agree with you.

PlusNet's argument is that their contract with you is for the monthly fees and ongoing service. If you signed up for a 12 month period, they will not charge you for the rest of the contract.

They seem to be indicating that the free setup deal offered is outside of these contractual terms, which to me sounds quite ludicrous. It will be interesting to see how this pans out... I'm not with PN, but it does worry me if ISPs can enforce these terms after making changes to their T&C...

Additionally, if they withhold your migration code, they've got you over a barrel. You can stop the payments, but you can't migrate your service.

blinky · 25 August 2005 at 6:34PM

I don't agree with what they've done over the last day either.

They have now backtracked slightly saying they have no plans to actually implement these time-outs. Still one to watch - I can see other isp's watching how this one develops..

paul_h · 25 August 2005 at 6:43PM

blinky wrote:

They have now backtracked slightly saying they have no plans to actually implement these time-outs.

... yet.

I think they have been surprised by the backlash on this one.

bbb_uk · 25 August 2005 at 6:49PM

blinky wrote:

...I can see other isp's watching how this one develops..

Probably yes. PlusNet already operate a priority traffic as do some other bb providers and now a time-out as well! They say it is to protect other bb users with regards to bandwidth etc but if you are idle then you not* using anyhow so why disconnect you.

* except possibly a very, very small amount of traffic every now and then but this would not lower the bandwidth of other users who are on the same pipe-line (contention ratio).

blinky · 25 August 2005 at 7:01PM

From the details which appeared last night it appears the idle-disconnect is more to do with freeing up connections to the BT Centrals i.e. they envisage not having enough connection capacity for everyone.

They could easily start taking action against people who use pings / mail checks etc. to prevent their connections timing out under the Acceptable Usage Policy (i.e. doing things which would impair the ability for others to use the service).

PlusNet introduces 30min auto-disconnect on ADSL

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