Plusnet - existing customers live chat and renewal issues

123vindaloo321

My Dad is 82 and very hard of hearing. It is disappointing to see that PlusNet are 'reviewing' their existing customer online live chat facility (not new sales I note) meaning that he had no other option but to call them to see what their best renewal deal would be. While it was a free phone number I was very glad that he called while I was with him as he struggled to hear and keep up with the figures being thrown at him which culminated in them trying to sell him a renewal which was £11 more than the renewal price shown on his account page! Eventually they agreed to honour the online offer as a 'good will gesture' as he has been with them for several years.... It is extremely disappointing all round. Bamboozling older people with supposed 'savings' for up front annual line rental and monthly broadband/call fees rather than stating it as one monthly charge makes it hard to compare quickly and this feels deliberate. The best 'good will gesture' is for you to be around at renewal time to help your older/less savvy relatives to avoid them being ripped off as would have happened to my Dad today. :-(