MSE News: TalkTalk and Plusnet customers to be hit by price hikes

DevonMarc

I understand exactly what Bob Pullen said, I don't understand why you don't?

He said that yes, you will be charged the rate you agreed, BUT the billing system will charge you full price automatically and it can't/it's hard to stop that, and then you will be shouting again saying you are over charged.

Bob clearly said he was worried what the customer service person has done to stop you being over charged, and said he wanted to check on your ticket.


You are pretty damn unreasonable and I think Bob has done well to keep his cool if I'm honest.

I think I would have told you to do one if it was me, professional or not.

VisionMan

Plusnet_company_representative wrote: »

Hi,

Not at all. That's like saying all customers, regardless of their circumstances should be offered the same retention offers. This doesn't happen with other companies and neither does it happen with us.

Spot on.

It's also worth pointing out that many customers with Line Rental Saver (although admittedly not all) aren't seeing any increase in their monthly subscription costs.

When leaving, customers will need to give us a call. If people have concerns about what they should/shouldn't be paying then this is a good opportunity to discuss your circumstances with us.

The official/agreed/legally vetted line however dictates that any money you've paid in advance for Line Rental Saver is not refundable.

Best regards,

Bob Pullen

Agreed. But it can be, based upon individual circumstances. I get the legal bit. But in circumstance such as this thread, the refund of advanced payments is actually a bit of a grey area.

But as you helpfully said above, all people have to do is ring Plusnet up and each individual case will be assessed on its own merits. There is no brush-stroke for all.

And on a personal note, I would like to complement you on not only the time and effort you have put into this thread, but also your plain English, patience and restraint too.

So, Kudo's Bob.

bendaw

understand exactly what Bob Pullen said, I don't understand why you don't?

He said that yes, you will be charged the rate you agreed, BUT the billing system will charge you full price automatically and it can't/it's hard to stop that, and then you will be shouting again saying you are over charged.

Bob clearly said he was worried what the customer service person has done to stop you being over charged, and said he wanted to check on your ticket.


You are pretty damn unreasonable and think Bob has done well to keep his cool if I'm honest.

I think I would have told you to do one if it was me, professional or not.

Oh dear, you are upset, aren't you.

Perhaps I am being a little pedantic, but if you take time to go through all the posts about the Plusnet increases you may find certain anomalies in Plusnet's responses.

It's nice for you that you are so pleased with Plusnet but there are others who have not been so kindly dealt with, and in my opinion it is worthwhile to attempt to find some common basis for the benefit of all Plusnet's users - and the only way to do that is to raise questions on the anomalies in Plusnet's responses.

Then we can hopefully expect to see a more uniform policy next time we are faced with an increase rather than the individual piecemeal dogs dinner settlements they make at present.

Best wishes

DevonMarc

There is a perfectly uniform policy.

All you need to do is step away from your keyboard, and pick up the phone.

I can't understand why people are going over and over the same points, when they;

A: Haven't received the email yet so they are acting on hearsay and speculation.

B: Haven't phoned PlusNet to discuss it.

C: It has been clearly explained by both Email, and a staff member both here and on the PlusNet forum.


Yes, I complained on the Plusnet forum due to the price increase under contract, but I didn't act like a spoilt brat and try to undermine the forum staff and make them look stupid, I just said I was unhappy, then PHONED Plusnet.

It was not hard to understand that I was on the product listed to have the price increased, it was not hard to pick up the phone, and it certainly was not hard to renegotiate my contract.

So stop acting like a child and be a man.

boatman

Am I right in thinking the Talktalk phone and internet deal in March was half price broadband for 12 months so the price goes from £3.25 to £3.75? Or is there a way round the increase, can i just cancel the internet and keep the 12 month up front line rental? On my confirmation email it does say £3.25 for 12 months..

VisionMan

boatman wrote: »

Am I right in thinking the Talktalk phone and internet deal in March was half price broadband for 12 months so the price goes from £3.25 to £3.75? Or is there a way round the increase, can i just cancel the internet and keep the 12 month up front line rental? On my confirmation email it does say £3.25 for 12 months..

Just ring them up and ask.

Plusnet_company_representative

Hi,

@DevonMarc @VisionMan, thanks for the encouraging words

Teldar wrote: »

I have just come back from a holiday overseas to find an email from Plusnet that states the line rental is going up. I called in to cancel today and they are stating this is over the 10 day period (by 3 days) they have stated on the email - how on earth is this fair.

It's not fair and IMO we should have made an exception. Can you provide me with your username or a support ticket reference from your account and I'll sort it out next week when I'm back in the office?

bendaw wrote: »

Don't bother replying, Bob, I'll just take comfort from your earlier confirmation that the £125.88 charge will be honoured

That's not what I've said.

As others have pointed out, I'm simply trying to do you a favour to help avoid you getting charged unexpectedly next year (I can't say for sure whether you will or won't without looking at your account, I just have a suspicion based on what you've said).

bendaw wrote: »

8) You don't see that as confusing and would like to double check so that I won't be disappointed ( and over-ride the computer so I won't be charged the increased price presumably...)

Exactly. If you'd rather I don't do this then that's your choice. I'm just trying to be helpful.

Best regards,

Bob Pullen

bendaw

Yes, I complained on the Plusnet forum due to the price increase under contract, but I didn't act like a spoilt brat and try to undermine the forum staff and make them look stupid, I just said I was unhappy, then PHONED Plusnet.

It was not hard to understand that I was on the product listed to have the price increased, it was not hard to pick up the phone, and it certainly was not hard to renegotiate my contract.

So stop acting like a child and be a man.

Try to open your mind and not be so insular - it's not just about you.

As I said previously, any anomalies need to be publicised for the benefit of consumers - read the posts and try to reach a considered opinion.

Banging on about these issues often results in publicity, which is the only weapon we have in a fight for better consumer protection.

I along with many other like minded people voluntarily get involved with forums etc with the sole aim of improving the way companies impose their unfair rules and conditions - with some success such as in the energy sector

If your personal agenda prevents you from supporting their efforts, I can only suggest you eat your Snickers and think again.

I'll not be responding any longer to your uninformed puerile comments

bendaw

Originally Posted by bendaw View Post
Don't bother replying, Bob, I'll just take comfort from your earlier confirmation that the £125.88 charge will be honoured

That's not what I've said.

It doesn't need checking.

It's plain and simple as I've said in my cut and paste statement

Surely Plusnet will honour it?

Well yes, we'd have to.

Bob, please explain this apparent contradiction

VisionMan

bendaw wrote: »

Try to open your mind and not be so insular - it's not just about you.

As I said previously, any anomalies need to be publicised for the benefit of consumers - read the posts and try to reach a considered opinion.

Banging on about these issues often results in publicity, which is the only weapon we have in a fight for better consumer protection.

I along with many other like minded people voluntarily get involved with forums etc with the sole aim of improving the way companies impose their unfair rules and conditions - with some success such as in the energy sector

If your personal agenda prevents you from supporting their efforts, I can only suggest you eat your Snickers and think again.

I'll not be responding any longer to your uninformed puerile comments

Puerile? I disagree. And some/most of your comments on this thread have been nothing short of outrageous.