MSE News: Plusnet to hike home phone and broadband prices

badeca

I never received any emails about the price increase and when I contacted Plusnet today they said they sent one on the 10 july 2015 so have missed their 30 day deadline to leave penalty free. Can anyone advise of my rights in this situation as I definitely did not receive any emails from them and feel hard done by - hope to get some advice - cheers - Robert Bakewell

JJ_Egan

They sent it to where ??

Swipe

JJ_Egan wrote: »

They sent it to where ??

Probably to his plusnet email that he never logs in to and never set up his proper one as the registered default one.

minislim

i must say i am pretty disappointied with what i'm reading and seeing in the marketplace regarding plusnet.

they haven't yet come up with a good deal. all the while SSE, sky and talk talk have got good deals.

the thing for me that's annoying is the £30 increase in line rental saver. for what?

and they've started again sneaking in 18 month contract. woha woha woha! stop all this. its messed up the mobile phone market now. there is no financial need to start doing longer contracts.

OrangeBunny

I've just had an email regarding this months direct debit, & the price hike of over 20%.
Just checked my emails for July, & searched for all emails from Plusnet, but no earlier notification, despite their insistence that it was emailed to me on the 20th.

melkor

Has anyone been contacted by PlusNet about this, yet?

jem16

melkor wrote: »

Has anyone been contacted by PlusNet about this, yet?

Yes way back in July.

ravee82

It is next to impossible to get in touch with plus net! There's a 30 minute wait to get through to a customer service agent at best and very often they can't do anything for you.

My story:
1. I requested a house move on 4/9/15 and agreed to a 2 year extension of my contract (was not aware of price hike that went to my junkmail in July).
2. On 16/9/15 I received an email saying that plusnet have placed an order to activate my phone line. Once this was complete, it will take 5 working days for my broadband to be initiated. It said they will confirm activation/installation in 24/48 hrs.
3. The question was put on hold (whatever that means) till 17/9/15
4. On 17/9 it said it was off hold and someone from the support team should get in touch with me shortly.
5. On Fri 18/9, I spent 1 hour at work trying to get through to to the provisioning team. After 30 minutes I was put through to someone but he lost the line on transfer to provisioning after 30 mins. I spoke to someone on the chat line and they said it will take 48hr to activate the line and 4 working days for broadband to work.
6. I have been abroad all week and my partner told me the line did not go through. I was told on the chat line to contact the provisioning team.
7. On Saturday 26/9 I spent 2 hours on the phone to plusnet: 22 minutes to get through to first person, 40 minutes to the provisionign team who said he would look into it and it took another 40 minutes before I gave up as he did not get back to me.
8. On Monday, 28/9, I received a Message saying that they are going to get my phone line set up and the question is "on hold". The broadband services will be activated in 5 working days. I still have not had any response if the line activation failed or is working.
My complaint on 26/9 remains unanswered after 4 working days.

I feel bullied by a big broadband company that has tied me into a contract for 2 years, which I can't leave without allowing sufficient time for them to connect me to broadband. I have still paid for this months broadband. My phone line and data usage on my mobile phone is so high this month as I don't have broadband at home.


I don't mean to sound like someone complaining about first world problems, but not having broadband is a problem when a lot of work related stuff requires broadband.

Would like to know what my rights are as a consumer to leave plus net. They have not responded to my complaint and its been 5 working days.

If anyone has had problems with plus net, please lodge a complaint with ofcom as they do monitor it and if there are sufficient complaints, hopefully someone will act on it.

MoneyMate

I would try contacting them again UK Call Centres
Customer options

From landlines: 0800 013 2632
From mobiles: 0330 123 9197
8am - 8pm Monday to Friday
9am - 7pm Saturday
9am - 6pm Sunday

Ian011

MoneyMate wrote: »

From landlines: 0800 013 2632
From mobiles: 0330 123 9197

These designations stem from a time when calls to 080 numbers were not free from mobile phones.

Nowadays the 0330 number is for those who have inclusive minutes on their landline or mobile and the 0800 number is for those who have to pay a per-minute rate on their landline or mobile for their calls to 01, 02 and 03 numbers. In all cases, callers will incur no cost for making the call.