Plus net nightmare house move help pls

R36

Hi I had to create a new account as forgot username. I signed up with Plusnet in Feb 2019 they charged me £65 at the time for an engineer. I rang then July 5th as I was moving house on the 8th. The man told me I had to pay £65 or increase my monthly from £31.99 to £38.99 I said that I paid £65 previously that they told me I didnt have to pay (feb 2019) and that I wouldnt pay £65 or pay 38.99 a month he said he would pass to a manager and they would call me. I rang back the same day spoke to someone else. He said I cant do the move for you a manager will call you. Fast forward yesterday....I've not had a manager call me all month and I need wifi. I've already moved so long story short it took me 3.5hours on the phone, I was cut off twice, had the phone put down on me because I asked to speak to a manager. I spoke to maybe 4 different people yesterday all offering me 4 different contracts ....because apparently when you move you either pay £65 PLUS 49.99 so £115 or you have to increase your monthly contract by starting a new contract. They wouldn't let me stay on my new contract. I agree'd on £34.98 a month for 12 months then I got cut off. I rang back and said I will go with that deal....the bloke said no it has to be 2 years....I said but I was just offered 18 months he wouldnt budge so I asked to speak to a manager .... he said no manager ...I said so you dont have a manager at the the call sales .....he said no, I cant help you anymore I'm going to put the phone down. I asked again for a manager he hung up.

My question is .... They have got me to start a new contract (I had no choice) for more money because I have moved. They said my phoneline is dead here but the router is flashing orange? Which is why I need the engineer. I know when you start a contract you have 14 days cooling off period ....Am I now able to do that?
I joined in Feb 2019 but they said they waivered that and I had to start a new contract which I have. Engineer coming out Aug 9th

Could someone please help I was in tears yesterday

Thank you x

oldernonethewiser

R36 wrote: »

Hi I had to create a new account as forgot username. I signed up with Plusnet in Feb 2019 they charged me £65 at the time for an engineer. Not uncommon if there is no line or a new one required. I rang then July 5th as I was moving house on the 8th. The man told me I had to pay £65 or increase my monthly from £31.99 to £38.99 What was this increase for? I said that I paid £65 previously that they told me I didnt have to pay (feb 2019) and that I wouldnt pay £65 or pay 38.99 a month he said he would pass to a manager and they would call me. I rang back the same day spoke to someone else. He said I cant do the move for you a manager will call you. Fast forward yesterday....I've not had a manager call me all month and I need wifi. I've already moved so long story short it took me 3.5hours on the phone, I was cut off twice, had the phone put down on me because I asked to speak to a manager. I spoke to maybe 4 different people yesterday all offering me 4 different contracts ....because apparently when you move you either pay £65 PLUS 49.99 so £115 or you have to increase your monthly contract by starting a new contract. Where does the £49.99 come from They wouldn't let me stay on my new contract. What new contract? Do you mean the one you started in Feb? I agree'd on £34.98 a month for 12 months then I got cut off. I rang back and said I will go with that deal....the bloke said no it has to be 2 years....I said but I was just offered 18 months 12 months or 18 months? he wouldnt budge so I asked to speak to a manager .... he said no manager ...I said so you dont have a manager at the the call sales .....he said no, I cant help you anymore I'm going to put the phone down. I asked again for a manager he hung up.

My question is .... They have got me to start a new contract (I had no choice) for more money because I have moved. Did you or they cancel your old contract? They said my phoneline is dead here but the router is flashing orange? Where is this router from? Your old home? Which is why I need the engineer. I know when you start a contract you have 14 days cooling off period ....Am I now able to do that? Very possibly
I joined in Feb 2019 but they said they waivered that and I had to start a new contract which I have. Engineer coming out Aug 9th

Could someone please help I was in tears yesterday

Thank you x

Has your old contract ended?


If so then all well and good.


Just pick a new supplier and go with them if you prefer their prices and service.


There are people at Plusnet who are supposed to help with moves.

https://www.plus.net/home-broadband/movinghome/

R36

oldernonethewiser wrote: »

Has your old contract ended?


If so then all well and good.


Just pick a new supplier and go with them if you prefer their prices and service.




Hi thanks for the reply

So I signed up with them in February 2019 at my old address and rang them a few days before moving at my current address. They have given me different prices whenever I rang up. They said I could stick to my £31.99 plan BUT I would have to pay £65 for the engineer...that was call 1 I got cut off ..... call 2 they said I had to pay £65 PLUS £49.99 and I wasnt sure what that was for tbh I was in shock ..... then was told to Avoid having to pay the £115 I would have to start a new contract which would be more money £38.99 was the price I was given.
Very long story short eventually I spoke to a man who said that If I start a new contract the old contract would be cancelled by plus net and he offered me 12 months for £34.98 a month .....I agree'd (been on the phone over 2 hours at that point) I got cut off as he put me on hold.
Called Again! .....told the man what the previous man had offered ...... he said no it has to be for 2 years not 18 months the system wont allow it. I asked to speak to a manager and he hung up on me.

The final call ..... I told the man the offer I had been given he said he would put it through and call me back once he had ....and he never did but I received the emails.

I had to ring again 3 more times today because they had booked the engineer but hadnt given me the date ....they didnt seem to know at first then I was given August 9th

So my original 31.99 contract that started in Feb 2019 they have cancelled and they have started a new contract for 34.98 a month for 18 months last night .... So thats What I wondered ....do I have the rights to cancel within the 14 days or will they say about my old contract which wasnt up till Aug 2020 ...even tho they cancelled it?
Im lost on this one

oldernonethewiser

Have you got emails from Plusnet re your old or new contract?


Have you logged on to your account to check what the current status of your account(s) might be?

R36

They cancelled the Feb 2019 £31.99 contract last night for the new contract
Router is from old house I brought it with me
New contract £34.98 a month started last night

oldernonethewiser

And the £65 and £49.99?

R36

Yes got all the emails that were sent regarding new contract ....interesting tho that it shows the dates of my old contract .......so feb 2019 ending Aug 2020

Ive only logged in to message them because they were supposed to refund 31.99 into my account because Ive gone a month without wifi

R36

The £65 was the price for the engineer they said I had to pay IF I didn't have a new contract the £49.99 I have no clue I think he said it was for the line?
I was told different prices by different people. One man didn't give me the option ...he said I had to go on a new contract ...his words were ...new home new contract

oldernonethewiser

No idea if it is any good but have you tried the Plusnet community forum?


You can cancel if this is a new contract


Any non-business service from Plusnet (apart from BT Sport from Plusnet on the Sky Digital Satellite Platform, BT Sport App from Plusnet, Plusnet Protect and channel packs) can be cancelled 14 days from the day after you sign-up for the service. If you cancel during this time you will have to pay for the services you have used, any applicable installation, connection or activation charges (including any charges that were discounted or advertised as free at the time we accepted your order for the services) and return any equipment provided. If the service you sign-up for is a re-contract, upgrade or add-on, we may revert you to your previous contract upon cancellation or the closest matching service.

https://www.plus.net/help/legal/cancellation-policy/#initial-14-day-cancellation-period

R36

The part where is says at the bottom "We may revert you back to a previous contract" That's what I'm worried about. I just looked in my account it does show but only as a call package and under order number its N/A and it days unconfigured ?

R36

I want to leave I really do ... but I'm worried I'll be billed