Plusnet customers - check your exchange status

peaksoft

Plusnet (and maybe other suppliers) charge different prices, depending on the number of competitors on each exchange.

I've been with them for three years, and their Extra service has been costing me £17.99 a month, as I was in a low-competition exchange.

Every couple of months, I do a check by pretending to be my next door neighbour, and this month, I was offered the Extra service for £11.49.

I called Plusnet, and after being kept hanging on for almost seven minutes, I spoke to a human being, who switched me onto the £11.49 rate without any fuss. When I asked what would have happened if I hadn't called, he said they would have left me on £17.99 because that was the deal I agreed to!

I said I wasn't satisfied, and I wanted to speak to someone in authority. After being kept on hold for some time, I was then told by the same chap that he had been wrong, and that Plusnet were gradually working their way through their customers who should be switched onto the cheaper deal.

However, I suggest that any Plusnet customers who are on the low-competition rate should do as I did, and keep checking.

Timalay

It's hardly Plusnet's fault, they don't have time to go round checking their customers line everyday.

peaksoft

Timalay wrote: »

It's hardly Plusnet's fault, they don't have time to go round checking their customers line everyday.

I take it that's either sarcasm, or the work of a Plusnet employee.

spannerzone

This is very common, most suppliers will leave existing customers alone once setup and paying.... they'll concentrate on getting new customers so prices and promotions change. They may or may not (financially makes sense to not) offer existing customers the same lower price deals.

I'm far more bothered about car insurers offering renewals at nearly double the price only to find that cancelling and starting again (with the same insurer) gets you a new customer discount, each and every year yet you often get nothing for customer loyaltys and staying put.

Sadly it's almost standard practise to threaten to leave to get the same deal as new customers. Plusnet are certainly no worse than almost any other company I can think of.

In fact I recently contacted them as I was on their unlimited internet deal that is going up up £5 a month (a huge increase) and assumed I was locked into my 18 month contract, surprisingly they said they no longer do such long term contracts and I could change packages without any issue or huge penalty at all. So they happily put me onto a cheaper package, simple.

macman

It takes just seconds to check your exchange status on https://www.samknows.com. If it's been uprated to Market 3, then you should be paying less.

peaksoft

macman wrote: »

It takes just seconds to check your exchange status on www.samknows.com. If it's been uprated to Market 3, then you should be paying less.

I am now - because I phoned them.

My point is that I shouldn't have to - and at the end of the day, they admitted that was so.

Plusnet said that Ofcom advises them of the change of status of exchanges, and the only reason that they don't dedicate resources to moving customers to the appropriate rate, is through choice.

I think that the vast majority of their customers don't give this a thought, so the ISP just smiles and carries on trousering the money
for ever and a day.

spannerzone

Surely it's the same with electricity and gas suppliers- they bring out new tariffs but don't move you across automatically.

Like it or not it's how many companies do business.

and no I don't work for Plusnet before you ask

G_M

Thanks Peaksoft, for highlighting this, and yes, it's a good reminder to customers to check.

By I agree it's not surprising. Standard business practice.

Look at banks that offer 1 year intro bonuses on savings accounts. They are perfectly happy to move their 'loyal' customers onto low interest rates a year later.

Insurance companies - as Spannerzone says.

As for airlines..... ask 100 people all in economy class on the same flight and the chances are they've all paid different prices for the same flight.

That's why a site like this is needed, and so useful.

Pont

macman - do I take it, according to www.samknows.com, that my 'market 1' exchange (out in the sticks) is at the rip off sucker rates?

macman

Market 1 exchange means non-LLU-only BT Wholesale services are available. It's not a 'rip off rate'. Your ISP has to pay a wholesale fee to BT OR for providing the service on top of it's own operating costs, that's why non-LLU broadband costs more.

Pont

macman wrote: »

Market 1 exchange means non-LLU-only BT Wholesale services are available. It's not a 'rip off rate'. Your ISP has to pay a wholesale fee to BT OR for providing the service on top of it's own operating costs, that's why non-LLU broadband costs more.

When I say 'rip off rate' I mean that it seems that the rest of the UK get Plusnet at £6.50ish per month whilst I have to pay £11.99 per month for the same, albeit slower, service. Same goes for the other providers too.