Plusnet - change in T&C after i've joined up!

espresso

James_PN

So how much does MAAF charge for a cease then? MAAF published terms here Obviously some ISP's absorb this fee.

Plusnet_company_representative

Hi Espresso,

Yes, some companies will certainly absorb the fees. I suspect that the majority of the larger ISPs are keeping an eye on things to see what everyone else does. I'd strongly suspect the likes of Sky to absorb (because, well they can afford to!), but I would expect some others to start charging at some point. Wholesale started chargin on the 8th of September, if you weren't aware.

We've actually been absorbing the £5.75 cease charge up to this point, but we just can't afford to absorb the increase, without either passing it on to our customers or raising our prices.

MAAF customers will receive a similar email within a week for the exact same reasons.

Listen - Don't by any means think that I like the charge. It's a horrible, horrible charge and today has been pretty nasty, but we've had to pass it on.

brodev

1. I received a free router when I took out my contract. I have had my broadband for about 6 months now. If I cancel as result of these changes does anybody know if I will be liable to pay for the router?
2. I spend 6 months of the year abroad and I intended having broadband for the first 18 months then cancelling and renewing every other 6 months. That is why I am with Plusnet a they were one of the few who offered this facility. Do the new T&Cs mean that I will have to pay the cancellation charge every 6 months? Anybody know?

Plusnet_company_representative

Hi Brodev,

I'm afraid that if you were to cancel, you would need to pay the outstanding deferred fee for your router if you were to cancel within 12 month of taking the router.

Also, the cancellation fee would apply if you were to cancel your service every 6 months, because we would have to place a cease order, which would result in a charge.

brodev

Thanks for your reply James. I presume you are from Plusnet. I can understand your position but my take is that I took out a product with you and you have changed the T&Cs. I am not sure if I wish to accept the new T&Cs. If they had been active at the time I joined I would not have entered into a contract with you. If I cancel I will certainly make the router available to you for collection as I would have no further need of it. I would be interested in opinion on this from others as I suppose most on a 12 month contract got a free router.

Plusnet_company_representative

Hiya,

I understand what you're saying.

If you're looking for a suitable point to raise a complaint about the charges, I reckon your best bet would be OFCOM. With their being the industry regulator, they would have to act if enough complaints were raised.

It's an OpenReach charge, passed to Wholesale, passed to ourselves.

brodev

I have gone to OFCOM's website and it appears that I have to raise a formal complaint with Plusnet before I can escalate to Ofcom. That is unless you now of another way.

Plusnet_company_representative

There some good discussion about this on our Community Site, which might be of interest:

http://community.plus.net/forum/index.php/topic,68532.160.html

Just for the record, if this cease charge were to either decrease or to be removed, then we would certainly change or remove the amount that we charge our customers.

brodev

I am just off the phone to OFCOM. They tell me that they have received 1 other complaint and that they are looking into the justification from BT as to their approx 300% increase. They also tell me that the more complaints that they get then the more it will be escalated. OFFCOM Phone Number:- 020 7981 3040

brodev

Has Plusnet complained to OFCOM about this charge imposed by BT?