Plusnet and extended contract

gunja99

Hi all. I have been with Plusnet since August 2014, and today looked to move to another provider based on a good deal, and that I was out of my 18 month contract.

Plusnet called and offered me the youview TV package last June (2015), and I asked over and over on the phone at the time whether this would extend my PHONE and BROADBAND by 18months to which they said NO, the TV part would be for 18 months, but NOT the PHONE and BROADBAND and the TV part would cost me £1.80pm to get out of early (December).

Now I've put in my switch request, it seems the email they sent me when I switched states 18 months (for all three kind of, see attached screenshot). I do log calls with people, and I called up a week or so after querying this, and a guy stated that was just for the TV and don't worry. I didn't get that in writing... I have call records to plusnet customer service in the weeks after, and just my notes...

I've called today, and he just quite calmly repeated you're in contract till December for all 3 (phone, TV and broadband) over and over, and offered no help. I have cancelled my DD (they've not asked for any money at this stage). What should I do? It's just over £100, but cancelling the new deal I got isn't good, as this affects my mobile bills, and was an awesome offer... ARGH!

I did ask whether they have the call records, which of course are deleted after 6 months....

Ironically I've never plugged the box in, or used it, was and still is 'free' from them as was a free deal I just paid the postage at the time, and was told over and over it wouldn't extend my Phone and Broadband contract (I tend to switch every 18 months with top cash back!).



Martin

JJ_Egan

Your basic problem is cancelling the DD on a valid contract .You are likely to find that the debt is passed on to a recovery agency and your credit record trashed for the next 6 years .
As you have no proof then i would pay off the debt .
The 18 months definitely does not say anything about TV only and it can only be for the full package based upon your screenshot .

gunja99

Thank you for the reply.

I have notes from the and 26th June 2015 stating that I called up to query the 18 months on the Phone and Broadband part. I have actually got the calls I make on the 22nd and 26th logged in my work phone system ( a VOIP system), so can proove I called them. I was advised as my notes state (and I do remember the conversation), was that only the TV would be 18 months, and TV would cost £1.80pm if I was to cancel early. This is a verbal contract surely, made after an email that I didn't receive.

Even have a google calendar task on the 26th June for 10:00 stating "Check Plusnet account", and the phone call logged on our system at 9:53 (you get reminders 10 mins early from google).

I spoke to someone at customer services since my earlier post, who has notes for the 22nd June call (querying my DD on the member centre, it was stating wasn't setup), but nothing on the 26th! My notes state £1.80pm which he clarified on the phone was right. That's what I had written down. Great they don't keep call logs after 6 months. I must admit the guy himself was friendly and helpful, and I was fine with him (not his own personal fault), he said on the evidence he has he couldn't cancel the fees, but wished me luck and was sympathetic.

I will escalate this with them tomorrow, and if not resolved will never use Plusnet again (their service BB and Phone, been great BTW). I was lied and conned, but don't have the written evidence with em, onlt verbal things and notes I've written myself...