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Complaint about Plusnet charges

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Jmoo
Jmoo Posts: 361 Forumite
Part of the Furniture 100 Posts Name Dropper Combo Breaker
edited 17 June 2013 at 7:38PM in Broadband & internet access
Hello all,

I ordered Plusnet Fibre Broadband last month just days before BT's big BT Sport announcement. It made me quickly shop around after a number of year's loyalty with Plusnet.

Originally I thought I had been quoted by Plusnet £26.99 a month for their new package, but a few days later their website said £19.99 a month. I had little to refer to about monthly costs because Plusnet do not send e-mails with the cost agreed, nor do they write to you with the price quote. So as I was shopping around I rang about 5 days later asking them how much I was paying and whether it was £26.99 or £19.99. My order was not to be processed for another week.

I spoke to the sales update department saying I was still shopping around following BT's announcement and depending on the price I may still cancel my order. He said he couldn't see the specific price I had been quoted but could not see why I wouldn't be paying £19.99 as he had not heard of a £26.99 figure before. Happy with this I hung up and stuck with them and thought little more of it.

Now my first bill has come through at £31.99. £5 for an add-on package I was told would be removed on my new order, and £26.99 for the broadband package!

When I call Plusnet tonight the advisor said he would remove the £5 monthly add-on (but wouldn't apologise or refund for the mistake) and said I had agreed £26.99 at the time of my order and had no notes on the system about the subsequent call. I have made a complaint, particularly as no figure was provided in writing by e-mail or post, nor on their account pages of the website until the order was complete, and the sales department misled me on my second call.

Do I have a leg to stand on now I'm properly into my contract and clearly had agreed this price despite querying it? It's really put me off Plusnet, their customer service has gone downhill.

Comments

  • Jmoo
    Jmoo Posts: 361 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    Plusnet believe they haven't missold me because of the different market charges. That's not my point, I was in the process of cancelling and was told I wouldn't be paying £26.99. Why can they not see the problem with this?
  • custardy
    custardy Posts: 38,365 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Jmoo wrote: »
    Hello all,

    I ordered Plusnet Fibre Broadband last month just days before BT's big BT Sport announcement. It made me quickly shop around after a number of year's loyalty with Plusnet.

    Originally I thought I had been quoted by Plusnet £26.99 a month for their new package, but a few days later their website said £19.99 a month. I had little to refer to about monthly costs because Plusnet do not send e-mails with the cost agreed, nor do they write to you with the price quote. So as I was shopping around I rang about 5 days later asking them how much I was paying and whether it was £26.99 or £19.99. My order was not to be processed for another week.

    I spoke to the sales update department saying I was still shopping around following BT's announcement and depending on the price I may still cancel my order. He said he couldn't see the specific price I had been quoted but could not see why I wouldn't be paying £19.99 as he had not heard of a £26.99 figure before. Happy with this I hung up and stuck with them and thought little more of it.

    Now my first bill has come through at £31.99. £5 for an add-on package I was told would be removed on my new order, and £26.99 for the broadband package!

    When I call Plusnet tonight the advisor said he would remove the £5 monthly add-on (but wouldn't apologise or refund for the mistake) and said I had agreed £26.99 at the time of my order and had no notes on the system about the subsequent call. I have made a complaint, particularly as no figure was provided in writing by e-mail or post, nor on their account pages of the website until the order was complete, and the sales department misled me on my second call.

    Do I have a leg to stand on now I'm properly into my contract and clearly had agreed this price despite querying it? It's really put me off Plusnet, their customer service has gone downhill.

    bit confusing
    you say you were with them for years
    then say you ordered BB.
    were you out of contract before this?
    TBH you agree you were quoted £26.99,so you should have cancelled within the cancellation period if you were unsure
  • Jmoo
    Jmoo Posts: 361 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    custardy wrote: »
    bit confusing
    you say you were with them for years
    then say you ordered BB.
    were you out of contract before this?
    TBH you agree you were quoted £26.99,so you should have cancelled within the cancellation period if you were unsure

    I was with them for years but out of contract. I wanted to upgrade from 17MBPS to fibre broadband.

    I rang to query why they were advertising £19.99 for that product as I thought I'd been quoted £26.99 but wasn't sure. I would have cancelled if they had agreed it was the higher price, but they said they didn't recognise that figure and couldn't see it on my account. The soonest I knew I'd be paying the higher rate was when my first bill came a month later.

    Nevertheless after requesting they listen to this call I can happily report they are taking my word for this and will give me the lower price for this contract.
  • Plusnet_company_representative
    Plusnet_company_representative Posts: 475 Organisation Representative
    Hi there,

    Sorry to see of the confusion that was caused. I'm happy to see that this is now resolved for you.

    If there's any other questions regarding this then please let us know.

    Thanks,

    Chris
    Official Company Representative
    I am the official company representative of Plusnet. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
  • aym280
    aym280 Posts: 50 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    I paid £140 upfront for 1 year line rental starting mid April, now in October, the rate will undergo a busting increase of more than 10%, even including inflation, this is revolting. But Plusnet's attitude is that we are doing to everybody across the board, not just you. It is only a one-year contract, why are they allowed to lock in captive audience and then charge them an increase or more than 10% and tell them that it will cost them about £40 if I want to leave!? Is it legal?

    I feel like being robbed! It is extremely nasty to lock me in, rob me more and told me if I wanted to leave the restaurant, I will have to pay £40 or more???????
  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Because (sigh) it's is not a fixed price contract-they can increase the price any time they wish, including the day after you contract.
    You chose to pay upfront line rental saver knowing that if you were to leave you would not get a refund.
    No free lunch, and no free laptop ;)
  • brewerdave
    brewerdave Posts: 8,710 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 14 August 2013 at 9:11AM
    aym280 wrote: »
    I paid £140 upfront for 1 year line rental starting mid April, now in October, the rate will undergo a busting increase of more than 10%, even including inflation, this is revolting. But Plusnet's attitude is that we are doing to everybody across the board, not just you. It is only a one-year contract, why are they allowed to lock in captive audience and then charge them an increase or more than 10% and tell them that it will cost them about £40 if I want to leave!? Is it legal?
    ...I'm confused - firstly LRS in April was ~ £131 not £140 (or £125.88 if you were renewing)-secondly, if you have paid up front you don't get stung for any increase until next April's negotiations?? Unless you are talking about internet prices on Legacy products??( and I don't believe those increases apply if you have both phone and internet)
  • Plusnet_company_representative
    Plusnet_company_representative Posts: 475 Organisation Representative
    Hi,
    aym280 wrote: »
    I paid £140 upfront for 1 year line rental starting mid April, now in October, the rate will undergo a busting increase of more than 10%, even including inflation, this is revolting.

    I'm as equally confused as Dave. Paying your line rental in advance should have cost either £125.88 or £131.88 depending on your account type etc.
    aym280 wrote: »
    ...why are they allowed to lock in captive audience and then charge them an increase or more than 10% and tell them that it will cost them about £40 if I want to leave!? Is it legal?

    If you want to migrate to another provider then you wouldn't have to pay any early termination fees however the Line Rental Saver payment is non-refundable I'm afraid.

    Best regards,

    Bob Pullen
    Official Company Representative
    I am the official company representative of Plusnet. MSE has given permission for me to post in response to queries about the company, so that I can help solve issues. You can see my name on the companies with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com This does NOT imply any form of approval of my company or its products by MSE"
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