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Comments on move from PlusNet to Sky Broadband + Phone

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  • editor1
    editor1 Posts: 287 Forumite
    Home Insurance Hacker!
    Update on moving to Sky.

    Had a shock today to learn Sky had a MSE offer of £12 per month for broadband and phone - I signed up last week for a £17.40 package, then added anytime calls and Q Router, bringing the total up to £27.90 a month based on 12 month contact, not including a Cash back of £77.00.

    New contract deal is as follows:
    Broadband and Phone - £12.00 pm
    Anytime calls - £8.00 pm
    Q Hub - £20.00 one off charge
    Other P&P charges - £9.95 one off charge
    Credit check - £5.00 repayable back with first payment
    TopCashBack Sky Offer is £50.00.
    Actual package price with all charges applied over 12 months and all deductibles is £18.33, approx. £5 per month lower than PlusNet was offering and i get a AC Router too boot. Further, last weeks upfront payments were all returned, including the £30.00 fee PlusNet will impose for changing vendor - quite a bit of messing about, but a decent deal given what's on offer and the cheapest broadband I've enjoyed for a long time - so happy with Sky and customer service is higher than both BT and PN presently, won't even mention TT for fear of vomiting!!!!!
  • editor1
    editor1 Posts: 287 Forumite
    Home Insurance Hacker!
    edited 9 January 2017 at 5:19PM
    Happy to confirm that re-newed Sky deal has tracked with TopCashBack at £50.00, lower than last weeks cash back of £77.00, but actual package deal was already £64.00 cheaper than I had signed last week, before cancelling and renewing again at their behest - did try to get a credit added to actual existing account, but Sky were not falling for that, otherwise i'd really be happy instead of just chuffed!!!
  • teddysmum
    teddysmum Posts: 9,521 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    molerat wrote: »
    If they do charge then raise a formal complaint and take it all the way if necessary. They can only pass on a fee if charged by OR who will not charge for a BTW to LLU migration.



    They mention the charge in their T&Cs (apparently amended in the summer), but has anyone challenged as they cannot prove that no fee was charged by OR ?




    https://www.plus.net/help/my-account/charges-for-removing-broadband/
  • teddysmum
    teddysmum Posts: 9,521 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    editor1 wrote: »
    Happy to confirm that re-newed Sky deal has tracked with TopCashBack at £50.00, lower than last weeks cash back of £77.00, but actual package deal was already £64.00 cheaper than I had signed last week, before cancelling and renewing again at their behest - did try to get a credit added to actual existing account, but Sky were not falling for that, otherwise i'd really be happy instead of just chuffed!!!



    How did you manage to get out of the PlusNet cease fee (the £30 you mentioned would be this and not a fee for leaving early) as well as getting cashback, as the former would need a phone call discussion, whereas cashback is via internet enrolment ?


    (No problem with your amended deal as I assume it was a cooling off period cancellation, then rejoin via internet. )
  • editor1
    editor1 Posts: 287 Forumite
    Home Insurance Hacker!
    Teddysmum,

    Happy to respond - in a nutshell, if it was not for extremely poor internet and Skype connection here in Hong Kong I'd have get a £40.00 credit from Sky added to my original account to make matters work out, regrettably cut off from the person applying the credit and forced to start process over again, which regrettably mean't cancelling original contract and then taking MSE offer. The MSE offer was a code Sky actually sent you which was activated close to the signing up process - took a few attempts to get it to work and would not track via Quidco, who were offering a £55.00 Sky Cash Back, but everything tracked via TopCashBack and was all done online. The cancellation was done over the phone and a full refund go £55.00 was also done over the phone - i only cancelled in full once agent said money transferred to credit card. As for the £30 PlusNet termination fee, it still applies as new activation date will be on 23 January, which is still within my contract timeline with PN and they seem aggressive in applying this charge - its explained in their T&Cs and I'd certainly not challenge, so glad Sky covered the cost, but, and a very big 'BUT', really surprised Sky refunded not only a cash payment, but the £30 credit added to the account. I'm sure better deals exist, but for my folks requirements the Sky deal worked out quite good, my only largesse being the Q Hub payment, which raised full costing by £20, but a decent AC Router for 20 quid is worth it given I'd be paying in HK more than £100 for a decent AC Linksys or Netgear wifi router, and that would be a grey market one with no warranty. Hope that helps all and will advise further if get anymore bumps in the road, As far as service is concerned, Sky do seem better than TalkTalk and PN and appreciate talking to Irish and Scots manning the call centre, most of whom acted in a honourable facing, a big plus in my book!
  • teddysmum
    teddysmum Posts: 9,521 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    I have never got a good deal from a Scottish call centre. The best were from England and particularly Derby (I tend to ask people, as part of the conversation, where they are based.)
  • BattleToy
    BattleToy Posts: 109 Forumite
    Hi Editor1,

    Thanks for sharing your sky broadband deal.

    I have contacted sky and asked about the termination fee if I decide to terminate before the end of this 12 months contract.

    I was told to pay the remaining months (12 pounds x the remaining months) and pay extra for the router around 70.00 pounds. Is he joking?

    Why do I need to pay the router or return it to sky if I terminate the contract earlier.

    Have anyone been told about this from sky?
  • editor1
    editor1 Posts: 287 Forumite
    Home Insurance Hacker!
    BattleToy wrote: »
    Hi Editor1,

    Thanks for sharing your sky broadband deal.

    I have contacted sky and asked about the termination fee if I decide to terminate before the end of this 12 months contract.

    I was told to pay the remaining months (12 pounds x the remaining months) and pay extra for the router around 70.00 pounds. Is he joking?

    Why do I need to pay the router or return it to sky if I terminate the contract earlier.

    Have anyone been told about this from sky?

    BattleBoy,

    I had a similar experience with TalkTalk a few years back, although the TV enabled box they sent us was not wanted and the contract my elderly mother signed up too totally OTT, as such i raised a fuss and cancelled the contract outright and TT sent a pre-paid postal order to return their router - given the Sky Hub is garbage, I'd dispute sending it back, but I believe the T&C makes clear if you break contract all materials need to be returned.

    Given a number of deals Sky have offered existing customers to retain services, some as low as 10 quid a month for BB, Phone and anytime calls, are you sure you want to switch given not much between the 17Mb BB services, unless its PlusNet, which is on traffic shaping.

    All I can add is never had an issue with PlusNet service, but their retentions offers were a joke, hence my own switch to Sky for a cheaper service with slightly better equipment - the Sky Q Hub.

    Anyhow, can't really assist with this one as new to Sky, but others in similar circumstances on these boards have not returned routers, so the issue does raise a few questions shall I say!
  • editor1
    editor1 Posts: 287 Forumite
    Home Insurance Hacker!
    Wished they'd made switching BB and phone as easy as Switching Gas and Electricity - its been a painful process, although first to admit I'm a pain in the bum and one for consumer rights and saving as much as possible - we'll see what happens over next 7 days?
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    As Sky are supposedly putting up prices in March that gives you a probable free contract cancellation .
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