Plusnet - Dishonest Yorkshire broadband?

msd.

Has anyone else had an issue with plusnet hiking bills after certain time periods with no warning?
This seems to have happened to me, I'm not a contract customer (If I was I would be looking out for it at expiry time!) I pay monthly.
I joined plusnet in 2011 paying £11.49 at the time they didn't have a package with unlimited usage - in early 2012 I noticed just about every broadband provider bar plusnet were offering unlimited broadband for the same price or less so I called up and asked what they could do for me, they explained they couldn't lower the price but could remove the usage limit. This was done (last year) and last month my bill came through at £24!

I've now spoken with plusnet and they say their records show the person I spoke to actually changed my package to a far more expensive one (with unlimited usage) and then applied a discount so that it appeared at the same price as my existing agreement with them.

This has now expired and they are refusing to refund the difference. On principal (especially when considering their hypocritical, patronising slogans!) considering the seemingly underhand series of events and their dealing of the matter; if they will not refund the money I'm going to another ISP (suggestions would be appreciated?)
But from a legal point of view, what rights do I have? They've changed my financial 'commitment' to them without confirming it to me, they may argue this but they certainly didn't do it in writing or itemise it - I thought this would be a requirement ?

msd.

Just phoned up to get a MAC code from them, unfortunately I was stupid enough to sign up for the Plusnet 'line rental saver' package, which is an upfront payment for 12 months line rental. I'm kicking myself for not reading the small print (taken the guy's word on this as it's sneaky enough to be correct)

" Plusnet offer broadband or telephone and broadband, we do not offer telephone only or line rental as a standalone product so if you migrate your broadband away from plusnet we would cancel your linerental and you would lose your payment".

macman

You are a 'contract customer'-you are now on a 30 day minimum term contract.
Your discount apparently applied to your original 12 month minimum term, and once that expired, the full price was charged again. Check your T&C's.
BT's LRS works on the same principle, it's made perfectly clear when you sign up online that it is not refundable, shoud you not see out your minimum term.

msd.

macman wrote: »

You are a 'contract customer'-you are now on a 30 day minimum term contract.
Your discount apparently applied to your original 12 month minimum term, and once that expired, the full price was charged again. Check your T&C's.
BT's LRS works on the same principle, it's made perfectly clear when you sign up online that it is not refundable, shoud you not see out your minimum term.

That's not the case (if your first paragraph is to do with the broadband) my original agreement was based on £11.49 forever, I'd seen Ts&Cs for that agreement. The problem has arisen after I rang to have the usage uncapped and the advisor said this had been done - what I wasn't told that he'd not uncapped my usage he'd switched me to an expensive package with unlimited usage and then discounted that package down to the same price as my original agreement ... £11.49. They won't check phone records, and nothing was given to me in writing (until the inflated bill 12 months later!).

I think you missed my point on the LSR (I should have possibly kept it out of the equation for simplicity), I accepted I was stupid not to read the Ts&Cs, no real grievance or want for money back on that one - I just wanted to draw attention to the sneakiness.
They've sold me line rental for 12 months, line rental is renting a line from BT and you'd expect to be able to use any broadband provider on that line, however plusnet won't give you line rental as a standalone package so if you move away from them for internet you have to cancel the lot rather than just migrate ISP.

cajef

msd. wrote: »

They've sold me line rental for 12 months, line rental is renting a line from BT and you'd expect to be able to use any broadband provider on that line, however plusnet won't give you line rental as a standalone package so if you move away from them for internet you have to cancel the lot rather than just migrate ISP.

Standard with any company that supplies phone and broadband packages, once you leave BT line rental you are stuck with them until the contract period ends, it is in the small print that you should always read if you leave BT.

BT are the only line rental provider that lets you use other companies for broadband.

msd.

Don't primus (or is that a beer?ha) and the post office? I often see deals on line rental packages from them on this website, it's not really a deal if you have to use their expensive broadband with it!

brewerdave

msd, Plusnet unlimited b/band packages are available for a lot less than £24 pm.
On Market 1 exchanges its ~£16.99,market 2/3 its considerably less (£9.99?) - thats without ANY discounts -suggest you try Retentions now your b/band is out of minimum term. As to a refund for the "overcharge" -try posting your story on Plusnet's own forum - you might get something out of their Customer Care people who are very active on the forums.

brewerdave

msd, just another thought - there have been reports on Plusnet forums, of people being wrongly charged £13.99 monthly line rental even though they have paid up front. Don't suppose that's where the extra cost comes from??

Plusnet_company_representative

Hi msd.

I'm really sorry to hear that, if you could post a ticket ID from your account I'd be happy to take a look into things for you and see if we can help at all?

Alternatively if you have posted on our community forums we can pick things up there, it's up to you.

Regards,

Matt Taylor
Plusnet Customer Support

brewerdave

carmel11 wrote: »

I posted on the ask primus a question thread but after 1 month they have still done nothing matt

...but Plusnet are nothing to do with Primus????:)

carmel11

I picked up the keyword in my search, now removed post:)