Problems with Plusnet Charges - Anyone?!

h4zel

Basically.... signed up to Plusnet Basic (£5.99 a month) in December.

Website & email confirmation both said £5.99 a month after first 3 months at zero cost.

Now I receive an email from them saying £11.99 a month will be taken on Direct Debit and when I query this they say that the email confirmation was a mistake and in no way relates to any contract or offer of service at that rate! ...even though, their website quoted the same details at the time!! ...apparently they have investigated it and they are unable to provide service on my exchange at £5.99 a month as they would be out of pocket... WHAT ABOUT MY POCKET?!!!! :mad:

Ideas anyone?!

I am sending them screen prints of their website from when I signed up proving I am not fibbing about the £5.99 but I suspect they will say they aren't honoring it anyway... I feel like I have been conned into their service now!

notbritishgas

I think you will find that you are on a Market 1 or2 Exchange, look on Samknows to confirm that.
If that is the case then the website was/is clear enough, the cost is £5.99 for the first 3 months then rising to £11.99.
However if you are on a Market 3 Exchange then Plusnet are wrong in charging you £11.99, but I doubt that.
If you want any help in deciding then post your Exchange name and someone will check.

h4zel

Thanks... they said on the phone something like that... my issue is that their website on signing up stated £5.99 all the way through to confirmation and even their email confirmation after clearly states £0 for 3 months then £5.99 per month after that... now they are wanting to charge me £11.99 a month.

macman

Please post your exchange name as requested so someone can check your exchange status for you. Unless you are Market 3 it clearly states at sign up that the price rises to £11.99 after 3 months.

CelticStar

I am also having problems with Plusnet. I have an email from when I set up my account with them which states quite clearly that I will be charged nothing for four months and then £11.99 a month. Instead, I have been charge nothing for two months, then £8 for two months and now they have charged me £19.99. At no point in any of the correspondence have been told that I should be charged £19.99. I signed up in November. It seems that Plusnet may have had a glitch with their website as I checked very carefully that they could offer the service at £11.99 a month for Premium or £5.99 a month for Basic.

stiffnuts

CelticStar wrote: »

I am also having problems with Plusnet. I have an email from when I set up my account with them which states quite clearly that I will be charged nothing for four months and then £11.99 a month. Instead, I have been charge nothing for two months, then £8 for two months and now they have charged me £19.99. At no point in any of the correspondence have been told that I should be charged £19.99. I signed up in November. It seems that Plusnet may have had a glitch with their website as I checked very carefully that they could offer the service at £11.99 a month for Premium or £5.99 a month for Basic.

Plusnet are a disgrace, had no end of problems, cancel after 2 weeks and got my MAC key. They are trying to charge me £40.

Let them try!

You are better off on O2 or sky LLU. Even virgin media are better than these cretins.

web_ferret

I've always found plusnet helpful on the phone - at least they have a UK call centre

stiffnuts

web_ferret wrote: »

I've always found plusnet helpful on the phone - at least they have a UK call centre

Who appearred to be clueless, incompetent clowns when I made contact with their Sheffield call centre.

web_ferret

stiffnuts wrote: »

Who appearred to be clueless, incompetent clowns when I made contact with their Sheffield call centre.

I must get lucky when I call then!

stiffnuts

web_ferret wrote: »

I must get lucky when I call then!

lol

Theres always sonmeone like me moaning. I am not one to complain but I have had a rubbish service and contradictory advice. I know there are many happy customers who pay a good price. It swings and roudabouts!

macman

CelticStar wrote: »

I am also having problems with Plusnet. I have an email from when I set up my account with them which states quite clearly that I will be charged nothing for four months and then £11.99 a month. Instead, I have been charge nothing for two months, then £8 for two months and now they have charged me £19.99. At no point in any of the correspondence have been told that I should be charged £19.99. I signed up in November. It seems that Plusnet may have had a glitch with their website as I checked very carefully that they could offer the service at £11.99 a month for Premium or £5.99 a month for Basic.

Which tariff did you sign up for- Value or Premium? There is no tariff called Basic.
What is the Market Status of your exchange? 1, 2 or 3 (or post the name of your exchange)?
http://www.samknows.com/broadband/search.php