Problems with Plusnet Charges - Anyone?!

CelticStar

macman wrote: »

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

I am aware of the difference in exchanges but, regardless of where I live, Plusnet quoted me £11.99 a month and sent me an email contract stating that that was what I was going to be charged. When I put my exchange in the search box my price was quoted as £11.99 a month. I, personally, think that there was a glitch with their website at the time, but that isn't really my problem as I did not know that when I was quoted (and accepted) their price. I would not have accepted the £19.99 tariff. Now that they have discovered the mistake they are trying to charge me extra than my contract with them states I should be paying, this is not only unacceptable, it is unethical.

I think it was pretty clear that I meant the value tariff when I said basic, the words are pretty synonymous with one another.

macman

Unless you say which exchange you are on then no-one can assist you further with this. The maximum for PlusNet Value was £11.99 (now £12.99) on a Market 1 exchange.
If you are being charged £19.99 that indicates you are either on PlusNet Premium -or a billing error.

CelticStar

macman wrote: »

Unless you say which exchange you are on then no-one can assist you further with this. The maximum for PlusNet Value was £11.99 (now £12.99) on a Market 1 exchange.
If you are being charged £19.99 that indicates you are either on PlusNet Premium -or a billing error.

Thanks for your offer of help, which I appreciate. I signed up for Plusnet Premium in November of last year and received the four free months offer that was then available. At the time the search box on Plusnet's website (into which I put my postcode) showed that my contract would be £11.99 a month - there was no mention of an extra charge because of my exchange, I checked this several times as I was surprised to be charged such a small amount for a non LLU exchange. The email contract that I received from them showed the following:

Welcome to Plusnet and thank you for choosing us as your Broadband provider. Your Broadband account is now being set up.

Your Plusnet account details:
This is your account type, monthly subscription and contract length. Broadband Product

Plusnet Premium
Monthly Subscription
£0

After 4 month(s) your subscription will change to £11.99.
Contract
18 months

They then charged me nothing for two months, then £8 for two months and then £19.99 last month. They have since said they have refunded me the two lots of £8 because I should have had four months free of charge (though I've yet to receive this refund), but are trying to argue that I should now be paying £19.99 a month when I have the documentation that clearly shows I should not. They say that my contract was to pay £11.99 for three months and then £19.99 for the remaining 9 months - but that I would not pay for the first four months as per the offer. Even if I did not have the documentation I've pasted in above this makes no sense, their website shows that should my neighbour sign up to Plusnet Premium today he would only be paying £17.99 a month after the initial three months of £11.99 a month. As far as I am aware, prices haven't been reduced by £2 a month since last November so even if there hadn't been this problem with their website I shouldn't be paying £19.99 a month.

I hope this makes some sort of sense. Every person I have corresponded with at PlusNet has tried to give me different figures and explanations so far, none of which make sense - I really don't think they know what is going on.

macman

You still don't say which exchange you are on, so can't offer you any more conclusive advice.
But if it is a non-LLU exchange, it is Market 1, and for Plusnet Premium the price has been £19.99 (after the intial free or reduced period) has been since the tariff was offered.
If you have screenshots or print outs that show you were offered otherwise then I suggest you use them to dispute it with PlusNet.

CelticStar

Thank you for your help but I don't really want to go into what my exchange is on an open forum. I have my paperwork for my dispute with Plusnet so will just continue with that. But, as I said, the price for Plusnet Premium when I put my neighbour's details in (same exchange as me obviously) is not £19.99 a month, it's £17.99 a month after the initial £11.99 a month - I've just checked this again.

Anway, thanks again.

cajef

CelticStar wrote: »

But, as I said, the price for Plusnet Premium when I put my neighbour's details in (same exchange as me obviously) is not £19.99 a month, it's £17.99 a month after the initial £11.99 a month - I've just checked this again.

If you signed up to Plusnet Premium the price was £19.99, it ceased two days ago, if you looked at the website today you would have been looking at the new product Plusnet Extra which has replace Premium and is cheaper at £17.99 per month after three months if you are on a Market 1 or 2 exchange.

macman

Your internet connection seems to be operating on another time zone then. Plusnet Premium is no longer available as of earlier this week-Wednesday I think. The equivalent tariff is Plusnet Extra, which is £11.49 initially, then £17.99 thereafter, assuming a Market 1 0r 2 exchange. So I don't see how you could have just checked and found the old prices?
If you don't want to post your exchange, fair enough, but can you at least confirm your exchange's Market status as shown on samknows.com?

CelticStar

macman wrote: »

Your internet connection seems to be operating on another time zone then. Plusnet Premium is no longer available as of earlier this week-Wednesday I think. The equivalent tariff is Plusnet Extra, which is £11.49 initially, then £17.99 thereafter, assuming a Market 1 0r 2 exchange. So I don't see how you could have just checked and found the old prices?
If you don't want to post your exchange, fair enough, but can you at least confirm your exchange's Market status as shown on samknows.com?

I don't understand it either - perhaps I am just in the PlusNet Twilight Zone.

stiffnuts

CelticStar wrote: »

Thank you for your help but I don't really want to go into what my exchange is on an open forum. I have my paperwork for my dispute with Plusnet so will just continue with that. But, as I said, the price for Plusnet Premium when I put my neighbour's details in (same exchange as me obviously) is not £19.99 a month, it's £17.99 a month after the initial £11.99 a month - I've just checked this again.

Anway, thanks again.

Dont want to name your exchange, get a grip mr paranoia. Your IP address is logged all the time. How can you be narrowed down by an exchange.

Oh by the way Im on the Watford exchange. Try and find me!