Plusnet package

kempstar

I have been on Plusnet Fiber broadband for a good while, at least 2 1/2 years I think. When I joined, I asked for the best package they had, as we use a lot of internet.

I get unlimited Fiber for £20 a month, with a maximum speed of 38meg.

I spoke to customer services today, as we are comparing costs with other providers to see if we can save any money. So I asked them to tell me what package I was on. They have a service of up to 76mb which is only £20 a month. 38mb is currently only £15 a month. It has been that way for over a year.

They said they have knowingly been charging me £20 a month, as I was out of contract over a year ago, and did not move me onto the best package available. The service I am getting is available to all customers for £15 a month, and has been for over a year.

They said they could not change my contract without saying so, and it was not possible for them to contact all customers to let them know they were on a deal that no longer exists.

I think this is an absolutely disgusting way to treat a customer, but I am not sure what redress I have. I just assumed that if new packages came out, then I would get moved onto one that was a similar price, not overcharged by £5 per month.

Any thoughts?

JJ_Egan

You have no redress its up to you to keep on top of your bills .
You have made an assumption that is totally wrong .
Prices and packages vary from time to time as in all walks of life .

giraffe69

When my broadband or mobile contracts reach their anniversary I make it a point to check on cost as I do for things like insurance.
I don't see why it is disgusting. If you'd rather pay less or have a better speed then do some research. If you can't be bothered or don't have the time then I don't think you have cause for complaint.

JenniferK

kempstar wrote: »

I have been on Plusnet Fiber broadband for a good while, at least 2 1/2 years I think. When I joined, I asked for the best package they had, as we use a lot of internet.

I get unlimited Fiber for £20 a month, with a maximum speed of 38meg.

I spoke to customer services today, as we are comparing costs with other providers to see if we can save any money. So I asked them to tell me what package I was on. They have a service of up to 76mb which is only £20 a month. 38mb is currently only £15 a month. It has been that way for over a year.

They said they have knowingly been charging me £20 a month, as I was out of contract over a year ago, and did not move me onto the best package available. The service I am getting is available to all customers for £15 a month, and has been for over a year.

They said they could not change my contract without saying so, and it was not possible for them to contact all customers to let them know they were on a deal that no longer exists.

I think this is an absolutely disgusting way to treat a customer, but I am not sure what redress I have. I just assumed that if new packages came out, then I would get moved onto one that was a similar price, not overcharged by £5 per month.

Any thoughts?

I had a similar problem. I ordered the 76Mb service 2 years ago. Without telling me they capped me at 38Mb and charged me for the 76Mb service. They blamed me for that!!!! When I asked for the service that I had originally ordered they did arrange that but termed it an upgrade and started a new contract without informing me - despite the fact that I had specifically told them that I did not want to enter into a new contract. My speed went up to 48Mb. Additionally one of their agents telephoned me and offered to reduce my bill to £16pm if I wanted to keep the current speed (38Mb) - a service that has a normal monthly charge of £14.99.

My complaint resulted in cancellation of the minimum term and £30 compensation. I decided to leave it at that.

I have since left Plusnet - my new provider gives me a full 76Mb speed. Now why couldn't Plusnet do that?

kempstar

Its funny that people just accept poor service because thats what companies get away with these days! I remember a year or so ago, I was phoned mid-contract by my mobile company, to tell me they had changed their tariffs. They had doubled my minutes, doubled my texts and reduced the price. They were phoning to check I was OK with the change. Admittedly it was a business tariff, but that is how customers should be treated IMO.

I spoke to Plusnet and told them I wanted to cancel because of them charging me £20 a month for a service that should be £15 a month. They were very apologetic, and agreed to give me the following deal-

£5 per month for broadband (down from £20, saving of £270 over 18 months)
4 months free BT sport (£52 saved)

Its a new 18 month contract, but thats fine as we are very happy with the service. Thats £302 saved in total

savemoney

I been happy with Plusnet have there 80mbps fibre to cabinet service which I get at around 60-62Mbps for almost £20 a month. Been using them 3 years next Jan. That said not happy that once again we have well above inflation busting line rental increases obviously this is down to the cartel BT openreach.

I been tempted to play them off against the new Vodafone fibre especially now line rental is going up

I have been happy with service though hasn't let me down

MoneyMate

My thoughts Recently had Plusnet phone me asking if my service was OK, explained not happy with price increase which was to go through this September, was told to find a cheaper competitor for me Talk Talk and phone them back.
Did this and my bill is reduced from what would be £47 down to £40 with a new 18 Months contract, sounds good to me.
I was able to do this as I had a get out of contract (30 Days ) because of pending price increase .

LazyTyper

savemoney wrote: »

That said not happy that once again we have well above inflation busting line rental increases obviously this is down to the cartel BT openreach.

Actually, Openreach have been reducing the wholesale line rental charges every year, sometimes twice and even thrice per year, since 2012 (well, one minor increase in 2014 but it's currently the lowest it has been in 9 years). Admittedly due to Ofcom price regulation but still important to note.

The retail costs are going up considerably for whatever reason while the wholesale costs are going down!

JJ_Egan

Line cost rising probably due to no profit in calls as so many use a mobile .