Plusnet penalties on unlimited broadband?

cwinhall

So I have received over £60 in penalties from plusnet over the last 2 months. This money was directly taken out of my account without any warning whatsoever that I was going over the use of my "UNLIMITED" broadband package.

Not only this but my internet service is just f'ing aweful. Sometimes taking 2 minutes to load a page.

I've been with them for over 3 years now and the last tiem I got fined was 2 years ago at which point I upgraded my package to be unlimited! Yet here I am again in the same situation.

I want to cancel my account becuase of all this but I just know that they are going to try and charge me penalties for leaving and ending the contract.

I feel I am trapped in this TERRIBLE service, getting charged fines for an unlimited package and can hardly load webpages, yet I am going to have to pay even more money in penalties to leave. How is this legal?

What can I do!?

Plusnet_company_representative

Hi there,

Sorry to hear of the unexpected charges. To me this doesn't sound like you're on our Unlimited package (there are no usage limits and therefore no additional charges for hitting any limit).

If you'd like me to take a look at what's going on please let me know a ticket number from your account. You should be able to find one of these in an email from us or by logging into http://contactus.plus.net

Chris

JJ_Egan

Have you had the internet speeds checked from your master socket ??

cwinhall

Edited. Just going to phone.

blisteringblue

Just ring them and raise a ticket, no need to post your number on here.

Residential Support 0800 432 0200

Stompa

cwinhall wrote: »

If you can look it up by phone number...

I'd send a private message if were you, rather than posting your number here.

http://forums.moneysavingexpert.com/faq.php?faq=vb3_user_profile#faq_vb3_private_messages

cwinhall

Not a good start... been on hold for almost 10mins now... sigh.

cwinhall

RIGHT. I'm even more !!!!ed off now having had a chat to support. First of all, im phoning on behalf of my mother who isnt here to name me as someone to talk on her behalf... so they were unable to go into account details even though I provided answers for ALL the security questions.

Then i asked about how on the website the package states unlimited but we are being charged for usage and she told me that we are on an older package that has usage limits. This is where I will start to lose my cool. I understand contracts and that you are bound in to pay that price for the length of the contract BUT I asked her why once the contract date has been completed (we have been with them since 2010!), that customers aren't automatically upgraded to the better package and she told me that they need EXPLICIT CONSENT from the customer in order to upgrade them to the newest package to save them money. HOW F'ING RIDICULOUS OF A STATEMENT IS THAT!!!!!!!!! I am so furious right now. I will be immediately cancelling my account and expecting a full refund of these ludicrous charges. Guess I just have to wait for my mother to tell them over the phone that I can indeed do these things on her behalf.

Ridiculous.

Time to go on a rating/feedback/review rampage.

Mojisola

cwinhall wrote: »

RIGHT. I'm even more !!!!ed off now having had a chat to support. First of all, im phoning on behalf of my mother who isnt here to name me as someone to talk on her behalf... so they were unable to go into account details even though I provided answers for ALL the security questions.

You can't expect a company to speak to you if you aren't the account holder!

JJ_Egan

Why should a customer be upgraded at the end of any contract .

Reading your OP no mention of it not being your account its all my account my broadband i have been with then over xx years .
They cannot let you access somebody's account and that goes for all ISPs .

Hope the Plusnet rep can see that your story is fake and you are trying to access an account without proper authority .

Plusnet_company_representative

Hi there,

As has already been mentioned over the phone and by others in this thread, we won't make changes to your product without your request. That's because products have different features, contracts and prices that you'd need to agree to before we could make a change.

If you can ask your mother to create a ticket at contactus.plus.net advising that you are indeed an authorised user and can talk about the account on her behalf. However any contractual changes, including those that impact the price or cancellations would need to be requested by the account holder directly.

Sorry that this is causing you frustration, however I'm not sure what else we can do to help here.

Chris