plusnet discreet term! Beware before you switch

trygetback

one last comment :
I would not fault Plusnet customer services.

They always answer my question in a reasonable time frame.

But they would not tell you enough information (after 4 reply), so I like a blind swimming in all the confusion.

they could just answer my question in plain English without me asking 4 times what is that means, I am on no calls contract?!, At the 4th times, she just pin point the link for me to find out and digest

They could just reply :
-the land line saver do forfeit the free weekend calls - of which I was mislead that I am actually on.
- do let me know how to change at my account page. I did struck over there before I accidentally find out the are something I could do
- do let me simple and clear that the add on is £1.50 for a evening and weekend calls plan

I don't know why I have to ask again and again for the same problem, They could just do the above and they did not hints sorry for my confusion at all.

Still, I would not say bad about the customer services and I do thank them all the time for their effort and help.

Plusnet_company_representative

Hi trygetback,

Sorry about the confusion there, we're looking into changing the wording on our site to make this all much clearer.

I'm glad our support team were able to get you the answer you needed (eventually, by the sounds of it) - would you mind posting a ticket number from your account please? That will let me find it and look into why it took so many responses. I'll also be able to look at your charges etc and see if there's anything we can do there.

Likewise I'm glad you were able to find and add the evenings and weekends call package, I hope you're happy with the service now this is all sorted

If you could post that ticket ID I'll take a look and see what's what and make sure our support team are picked up on anything that could have been done better.

Regards,

Matt Taylor
Customer Support

NonGeographicalMan

oldharryrocks wrote: »

Plusnet use to offer inclusive E&W calls but they dont any longer,only Weekend ones where as TT still do. Irrespective of whether you pay monthly or or in a lump sum you can opt in for inclusive weekend calls. ( Weekend is Sat and Sunday Only by the way, not 7pm Fri to 6am Monday like it has been in the past on some plans.)

oldharryrocks,

The position with Plusnet's Line Rental Saver is actually far more complicated than you make out and basically reflects very badly on the ethics (or rather the apparent total lack of them, an affliction that sadly seems to grip many people all too rapidly once their annual salary moves in six figures) of various senior persons on Plusnet's Board who must have presumably learned their trade with TalkTalk or possibly at the same school of marketing as Michael O'Leary.

I moved my mother's broadband line to Plusnet Fibre Unlimited 40Mbps connection speed from a Be Unlimited (who at that stage were completely moribund with no plans for the introduction of fibre pending their eventual flog off by Telefonica to Sky) 3Mbps copper ADSL2+ connection speed at the start of February last year and also moved the phone line to Plusnet as otherwise they did not offer the half price broadband rental deal on the Fibre for the first 6 months.

Then when renewal of the Line Rental Saver came around at the beginning of February this year it did not get immediately renewed because Plusnet sent a very low key email that made it only look like the monthly broadband regular payment email so it easily got missed. And of course they didn't send any email to chase up the non renewal.

So I logged in to the account and looked at the renewal for Line Rental Advance and nowhere at all is it made clear there what you are actually paying for or getting. Instead all it says today, Wednesday 26th Feb 2013, (proving that Plusnet have not so far acted on any of their previous promises) at https://portal.plus.net/apps/linerental/saver/portal is:-

Line Rental Saver is the cheapest way to pay for your home phone line rental.

Pay for 12 months line rental up front for £137.88, equivalent to £11.49 a month, compared to our usual line rental price of £14.99 a month.

Click to accept the Line Rental Saver Terms & Conditions

And if you click on the Terms & Conditions link all it then says is:-

Line Rental Saver is payable in full, in advance
Line Rental Saver is non-refundable

Line Rental Saver provides 12 months standard phone line rental. Call plans, non-inclusive calls and call features will be billed each month

In the event of a house move, Line Rental Saver can be transferred to the new phone line without penalty

If you cancel Line Rental Saver within ten calendar days of your order you will get a full refund of your advance payment

But nowhere does it say whether any calls are included in the deal and nor does it also state quite explicitly "if you need to give up your phone line completely during the year and will not be maintaining your own landline phone wherever you next move to then we will simply steal all of the outstanding months of line rental you have paid for in advance instead of only charging you pro rata at the full monthly line rental rate and then refunding any difference between that higher monthly amount and what you have already paid in Line Advance" This is the disgraceful world of being blackmailed to pay a year in advance and taking a risk on your not either dieing or moving abroad or in to a relative's home (due to reduced financial circumstances) that you are now forced to enter in to simply in order to avoid paying the outrageous monthly line rental rates that the telcos now charge (noting that BT Standard Line Rental was a mere £6.67 per month with no unnecessary bundled call packages that you did not want or need as recently as 2004) that good old OfCoN has allowed to grow up in the name of so called competition (or as it actually is one of the most blatant and disgusting organised price fixing cartels of recent times).

So on meeting this unhelpful page not saying what call packages were or were not included with Plusnet Line Advance I then had to spend 40 minutes on hold to get through to Plusnet's customer support line. The bloke I got through to was a night shift guy who was extremely helpful and not personally to blame for Plusnet's outrageous policy of now having almost nobody on duty after 9pm at night. However he tells me that if one joined Plusnet line rental before a certain date in 2013 (either I think 31st March or 30th June) then your full line rental is £14.99 and the Line Advance deal does include evening and weekend calls as the monthly Line Rental you are paying for also does. However if you joined Plusnet telecoms after this date the headline full line rental price fell to £14.49 but only by dint of also excluding any evening calls and with the same thing also being true of Line Advance. This is even though Line Advance actually costs precisely the same as for customers who are also getting evening calls included who joined Plusnet earlier. Apparently it doesn't matter if the original Line Advance has lapsed for a while or not when renewed as a flag on Plusnet's system that relates to when you joined determines whether or not you get the inclusive evening calls.

So no wonder their customer support call centre is currently jammed up with calls when their lousy web page on Line Advance does not make it clear what the hell you are getting and they are also quite despicably trying to provide different benefits to different customers on the Line Advance package according to when you joined but not making this clear in their Terms & Conditions page. Indeed their Terms & Conditions for Line Advance would seem to amount only to Unfair Contract Terms since some customers are getting more than others when they renew Line Advance even though they all paying exactly the same amount of money and these differences are not being made clear to them.

If its any help you can still use https://www.18185.co.uk with Plusnet which will keep the cost of most non inclusive landline calls down.

Don't worry as you almost certainly won't be able to use 18185 for much longer as good old BT has already got ever dozy and telco loving OfCoN to remove the previous condition on all BT group telcos that they must offer Indirect Access services (such as the 18185 and 1899 dial thru access codes) to their customers. So its immediately bye bye 5p per call daytime calls to 01, 02, 03 numbers of up to 3 hours and hello brave new world of paying horrendous connection charges and spiralling day time rate or alternatively being blackmailed (as the BT Group clearly expects you to be with these despicable marketing tactics that discriminate against single person households) in to having to pay for Anytime calls.

The bottom line is that Plusnet is not offering Line Rental or Line Advance to be helpful to its customers but instead in order to rook them with a new major hidden revenue source from all the customers who end up paying monstrous connection fees and per minute charges for calls that they thought were still part of a call bundle.:eek::mad::mad::mad:

kwikbreaks

This thread is over 6 months old. Why resurrect it?

When I was on VM I used Vonage VOIP at £5.99 a month to avoid their expensive telephony. When I moved to Plusnet I investigated my options and found that I could save a little by taking a Pusnet calls package instead but decided I'd stay with Vonage as my wife occasionally makes some very long calls and you don't have the hang up/redial malarky with that.

Two points based on that - you always have the option of using a VOIP package to avoid high telephony costs. When I checked I would have saved a little by taking an anytime calls package against the £5.99 I pay for Vonage and I really don't consider £5.99 a month for anytime calls to be an excessive cost.

If anybody reads this and fancies Vonage you should note that 0845/0870 numbers are not included in the deal and are chargeable but at a reasonable rate plus SayNoto0870 gets around most of them anyway.

kwikbreaks

I have been accused by a paranoid idiot of getting this thread closed. Hopefully this will prove that it hasn't been closed although given the age it probably should be.

NonGeographicalMan

kwikbreaks wrote: »

I have been accused by a paranoid idiot of getting this thread closed. Hopefully this will prove that it hasn't been closed although given the age it probably should be.

The thread was previously marked as "Closed" and there was no way to make further posts in it a day or so ago. I made a complaint about this to the forum's management who responded to me earlier on today after they had also reopened the thread as follows:-

Hi NonGeographicalMan,

We can't see why it would have been closed either. We've re-opened it. Should you need to contact us regarding this response, please quote report ID #842374 .If replying by email, please do not alter the subject line. MSE Forum #Team

This clearly proves that I am not a paranoid idiot as I was quite unnecessarily accused of being by kwikbreaks given that I was not imagining things and the thread had actually been Closed almost immediately following my last post for no apparently explicable reason.

It is quite clear that this forum requires more and not less moderation so that members like kwikbreaks no longer expect to just be able to get away with gratuitously using deliberately abusive and denigrating language such as "paranoid idiot" about another forum member.:eek:

redux

NonGeographicalMan wrote: »

It is quite clear that this forum requires more and not less moderation so that members like kwikbreaks no longer expect to just be able to get away with gratuitously using deliberately abusive and denigrating language such as "paranoid idiot" about another forum member.:eek:

This complaint is somewhat comical, seeing as it seems to be one of your own main pastimes on here.

How many of your own posts have been entirely deleted and how many edited by the forum team with their comment personal abuse removed?

NonGeographicalMan

redux wrote: »

This complaint is somewhat comical, seeing as it seems to be one of your own main pastimes on here.

I find this an extraordinary allegation when coming from someone with such an obsessive habit for posting in this forum in order to score points off others that you have managed to rack up over 11,000 posts in the process. You remind me of an active member of a pack school bullies who continue to put the boot in every time someone tries to expose their actions to public scrutiny. Bullies are always assured to rush to the support of one another against their victims.

How many of your own posts have been entirely deleted and how many edited by the forum team with their comment personal abuse removed?

None so far as I am aware. However I suspect that a substantial number of your posts may well have been edited or removed for that very reason.

redux

[About line rental saver]

NonGeographicalMan wrote: »

And if you click on the Terms & Conditions link all it then says is:-

But nowhere does it say whether any calls are included in the deal and nor does ...

I signed up with Plusnet recently, and was able to see in advance and understand perfectly easily that no calls (not even weekends) are included in line rental saver

This is not only something that happened while ticking (and unticking, to make sure) a button making the selection for annual, but also is unambiguous in the terms and conditions:

http://www.plus.net/info2/legal/index.html#line_rental_saver

Line Rental Saver taken out on/before 7th May 2013 includes evening and weekend landline calls as standard, Line Rental Saver taken out on/after 8th May 2013 includes no calls as standard.

Conduct your disputes if you must with companies with which you are or have been a customer, but kindly do not misstate on here about matters of perfectly clear fact.

redux

NonGeographicalMan wrote: »

I find this an extraordinary allegation when coming from someone with such an obsessive habit for posting in this forum in order to score points off others that you have managed to rack up over 11,000 posts in the process. You remind me of an active member of a pack school bullies who continue to put the boot in every time someone tries to expose their actions to public scrutiny. Bullies are always assured to rush to the support of one another against their victims.



None so far as I am aware. However I suspect that a substantial number of your posts may well have been edited or removed for that very reason.

Perhaps you are slightly unaware then

You made a similar denigration about my 11000+ posts, the sadness of my life and my lack of friends, earlier in the day

I didn't report it myself, but perhaps it has disappeared. Several of your previous posts in the Ovivo thread have forum team comment that they've removed personal abuse (3 instances in one post)

There is no basis for your speculation that the same thing has happened to my contributions here.