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  • FIRST POST
    • ChyEbren
    • By ChyEbren 17th Oct 16, 11:32 AM
    • 11Posts
    • 6Thanks
    ChyEbren
    Haggling with Plusnet, switching to Sky, all absolute rubbish!
    • #1
    • 17th Oct 16, 11:32 AM
    Haggling with Plusnet, switching to Sky, all absolute rubbish! 17th Oct 16 at 11:32 AM
    I've been with Plusnet for a year, the contract runs out 15th Nov, so last week I haggled with them for a good deal renewal, and after it was all negotiated they suddenly announced that they couldn't start the new deal in November but wanted to do it right now. As I'd already paid a year's line rental upfront I wasn't going to waste a month of that, so told them I'd move to another provider. They said they really couldn't change their contract start date to suit me. I couldn't believe it.

    So I negotiated with Sky and got an even better deal, told them I wanted the contract to start 15th Nov, they said fine. Five days later I still have no confirmation of the contract details, nothing online in "My Account", just a "welcome to Sky" email with no information.

    On Sunday I got an email from Plusnet saying sorry to lose you, service will cease on 25th October.

    Rang Sky today, guess what? They cannot change the start date to 15 Nov either. So I cancelled the contract.

    What's going on?

    I thought switching providers was supposed to be easy! Are the companies deliberately fouling the system in this manner to grab every penny from their customers? This is absolute rubbish.

    Has anyone here found a way to deal with this sort of stupidity?

    Thanks, Sharon
Page 1
    • teddysmum
    • By teddysmum 17th Oct 16, 12:44 PM
    • 5,840 Posts
    • 3,442 Thanks
    teddysmum
    • #2
    • 17th Oct 16, 12:44 PM
    • #2
    • 17th Oct 16, 12:44 PM
    When you haggle a deal, it always starts immediately, (in my experience) probably because offers are constantly changing.


    I've only ever haggles with Sky and O2, but have left the call until about two weeks to go, so any changeover is just after the minimum term's end date.


    Until this time (moving to PlusNet) I have always been successful, losing a little on the present deal, if better than the new,but reducing the cost at full price for the possible few days not covered.


    If you stay with PlusNet and have prepaid the line rental,I imagine that they will credit any overlap to your account. However, if you leave any line saver payment will not be refunded.


    Sky don't do line saver deals, but any advance payments, made to cover days after the new agreement's start date, are refunded to the account.
    Last edited by teddysmum; 17-10-2016 at 12:47 PM.
    • ChyEbren
    • By ChyEbren 17th Oct 16, 1:23 PM
    • 11 Posts
    • 6 Thanks
    ChyEbren
    • #3
    • 17th Oct 16, 1:23 PM
    • #3
    • 17th Oct 16, 1:23 PM
    Thank you, Teddysmum, I suppose I should just wait a couple of weeks and then try again with Plusnet. I had assumed it was like insurance where you can arrange these things up to a month in advance but it sounds like phone and broadband need doing at the last minute.
    Regards, Sharon
    • teddysmum
    • By teddysmum 17th Oct 16, 4:55 PM
    • 5,840 Posts
    • 3,442 Thanks
    teddysmum
    • #4
    • 17th Oct 16, 4:55 PM
    • #4
    • 17th Oct 16, 4:55 PM
    Moves are usually done within (and near) 10 working days of order. My order was on Friday 7th and migration will be on Friday 21st (9 working days).
    • boatman
    • By boatman 24th Oct 16, 10:35 AM
    • 2,789 Posts
    • 1,912 Thanks
    boatman
    • #5
    • 24th Oct 16, 10:35 AM
    • #5
    • 24th Oct 16, 10:35 AM
    With Sky you used to be able to go into your account and change the installation date, but it has now been removed. The only way now is to call, obviously to get you to join right away, not delay it. They can change the date, they just don't want to...
    You can claim back money on phone orders, but how often they pay the full amount is unknown.
    http://www.sky.com/shop/offers/broadbandswitchers/v1/
    Last edited by boatman; 24-10-2016 at 10:37 AM. Reason: ll
    • ChyEbren
    • By ChyEbren 24th Oct 16, 10:46 AM
    • 11 Posts
    • 6 Thanks
    ChyEbren
    • #6
    • 24th Oct 16, 10:46 AM
    • #6
    • 24th Oct 16, 10:46 AM
    Thanks, Boatman, I have cancelled both new orders (with Sky and renewal of Plusnet) and will try to reorganise a good deal within a couple of weeks of the old one running out next month.

    What I wanted, and have done in the past, is to arrange for a seamfree switch in advance by telling either one of them to start the new contract immediately the old one runs out, but neither company seems to have that facility.

    I thought the government was supposed to have made switching between providers more straightforward, instead of which they've made it far more complicated.

    I really appreciate your comments and advice, it would appear I am not the only one finding switching now more tricky than in previous years.

    Regards, Sharon
    • teddysmum
    • By teddysmum 24th Oct 16, 5:58 PM
    • 5,840 Posts
    • 3,442 Thanks
    teddysmum
    • #7
    • 24th Oct 16, 5:58 PM
    • #7
    • 24th Oct 16, 5:58 PM
    I booked a transfer to PlusNet on October 7th, with my phone etc minimum term with Sky due to end on 13th (hoping for a last minute offer which didn't materialise or I'd have ordered slightly earlier so migration occurred on 14th).


    Allowing 10 (actually was 9)working days I migrated on October 21st, but had paid £30.90 to Sky as my billing date fell between dates.


    I now notice that they will refund me £26.53, meaning the few days over minimum term cost just £6.37.
    Last edited by teddysmum; 24-10-2016 at 6:06 PM.
    • zaax
    • By zaax 24th Oct 16, 6:06 PM
    • 1,668 Posts
    • 648 Thanks
    zaax
    • #8
    • 24th Oct 16, 6:06 PM
    • #8
    • 24th Oct 16, 6:06 PM
    Don't forget BT Openreach have to change something at the exchange, and they need a 6 week run up or more
    Do you want your money back, and a bit more, search for 'money claim online' - They don't like it up 'em Captain Mainwaring
    • teddysmum
    • By teddysmum 24th Oct 16, 6:31 PM
    • 5,840 Posts
    • 3,442 Thanks
    teddysmum
    • #9
    • 24th Oct 16, 6:31 PM
    • #9
    • 24th Oct 16, 6:31 PM
    Don't forget BT Openreach have to change something at the exchange, and they need a 6 week run up or more
    Originally posted by zaax


    6 weeks ?


    BT to Sky took 10 days and Sky to PlusNet 9 for me .
    • ChyEbren
    • By ChyEbren 24th Oct 16, 7:00 PM
    • 11 Posts
    • 6 Thanks
    ChyEbren
    Hi Zaax,

    I think it's when you move to or from cable that it takes a lot longer, rather than when you're changing between providers who both use BT Open Reach. That ought to be exactly as Teddysmum says, just a matter of about 10 days. What was astounding me, was that the companies wouldn't post-date the change of contract to suit the customer (me!) They only wanted to change at their own pace - ic. in about 10 days.

    Regards, Sharon
    • teddysmum
    • By teddysmum 24th Oct 16, 8:37 PM
    • 5,840 Posts
    • 3,442 Thanks
    teddysmum
    Hi Zaax,

    I think it's when you move to or from cable that it takes a lot longer, rather than when you're changing between providers who both use BT Open Reach. That ought to be exactly as Teddysmum says, just a matter of about 10 days. What was astounding me, was that the companies wouldn't post-date the change of contract to suit the customer (me!) They only wanted to change at their own pace - ic. in about 10 days.

    Regards, Sharon
    Originally posted by ChyEbren
    They do need time to contact the old supplier, allow them time to contact the customer, by letter, to confirm and give Openreach enough notice.
    • minibbb
    • By minibbb 24th Oct 16, 10:07 PM
    • 288 Posts
    • 63 Thanks
    minibbb
    Plusnet are a shambles- totally messed up my house move with them and I'm on the third date for my Fibre to be live but as they've lied through their teeth already I'm not holding out much hope!

    Two weeks after it should have gone live and over a week until the third "activation date". No apologies either- their online help team are blunt and clearly don't care less.

    After two dates came and went I asked to cancel but was told as more than 14 days had passed I wasn't able to cancel?! So no service has actually been delivered and I'm paying full whack for nothing.

    I urge people to look elsewhere- I'll be dropping the clowns as soon as I'm out of contract.
    • ChyEbren
    • By ChyEbren 24th Oct 16, 11:16 PM
    • 11 Posts
    • 6 Thanks
    ChyEbren
    Dear Minibbb,
    Wow, it sounds like you're having a rotten time with your broadband transfer.
    When I first joined Plusnet two years ago, their customer service was great and the phone was always answered within a few rings. Trying to negotiate a new contract with them a couple of weeks ago, I spent over 35 minutes on hold before I spoke with a real person, and then he transferred me to another 10 minute wait. It looks like BT (plusnet's parent company) are doing the same as they did with their own customer service centres and reducing the staffing beyond the mimimum acceptible level.
    What a shame, but if all their dissatisfied customers vote by taking our custom elsewhere maybe they'll eventually come to see that they need to treat us fairly.
    Good luck with getting your service installed soon. Regards, Sharon
    • teddysmum
    • By teddysmum 24th Oct 16, 11:27 PM
    • 5,840 Posts
    • 3,442 Thanks
    teddysmum
    I transferred last week and am quite pleased with the process, but had a question today and found no online chat. After a 15 minute wait on the phone (left on speaker so I carried on with what I was doing) the lady sorted my problem and said that chat gets turned off when they are too busy, concentrating staff onto the phones. (sounds sensible as typing is slower than speaking)
    • ChyEbren
    • By ChyEbren 25th Oct 16, 9:20 AM
    • 11 Posts
    • 6 Thanks
    ChyEbren
    Hi Teddysmum,
    Yes I tried online chat while waiting for a real person to come to the phone but it was turned off then as well. Basically they don't employ enough people to deal with their all customers promptly, just like BT!
    Encouraged by your success, I'm going to re-try for a good deal to stay with Plusnet in a weeks' time, about 10 days before the current deal runs out. I'll report back how that goes.
    Regards, Sharon
    • teddysmum
    • By teddysmum 25th Oct 16, 6:28 PM
    • 5,840 Posts
    • 3,442 Thanks
    teddysmum
    Midweek (ie after Monday) daytime seems to be an easier time to get through. That's when I've got through quite quickly.
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