Renewing (Plusnet) Broadband and Telephone contract

[Deleted User]

luvchocolate said:

Deleted_User said:

luvchocolate said:

My contract due in April. A couple of weeks ago I received email with my options. I paid £22.99 per month and they offered the same price for 18 month. 
I rang them and got £20.20 for 2 years. At least when it goes up in April I won't be worse off 

I wonder if, in addition to cpi/inflation increase from 01 April (about 9%) luvchocolate, if your broadand/line rental is also increasing from 01 April.

If I stay with Plusnet, and they do not honour the fixed contract price, I'll be much worse off.

Crimson

Good morning. My April bill is £22.73 which is an increase of 9% on my negotiation of £20.24 on a 24 month contract from January. 
Previously it was £22.99 
Hope this helps 

Yes, thank you very much luvchocolate.  That really helps a lot.  If I add 'just' 9% to my April Plusnet bill the increase would by by about £1.61 making my total about £19.61. That is what I expected.

It definitely sounds as if my contract is not being treated as 'fixed' and the increase of £5.20 (not including 9% cpi/inflation increase) would be too much. 

I'm pleased that your contract is good and is going to plan.

It's good of you to reply and I appreciate it.

Crimson

luvchocolate

Deleted_User said:

luvchocolate said:

Deleted_User said:

luvchocolate said:

My contract due in April. A couple of weeks ago I received email with my options. I paid £22.99 per month and they offered the same price for 18 month. 
I rang them and got £20.20 for 2 years. At least when it goes up in April I won't be worse off 

I wonder if, in addition to cpi/inflation increase from 01 April (about 9%) luvchocolate, if your broadand/line rental is also increasing from 01 April.

If I stay with Plusnet, and they do not honour the fixed contract price, I'll be much worse off.

Crimson

Good morning. My April bill is £22.73 which is an increase of 9% on my negotiation of £20.24 on a 24 month contract from January. 
Previously it was £22.99 
Hope this helps 

Yes, thank you very much luvchocolate.  That really helps a lot.  If I add 'just' 9% to my April Plusnet bill the increase would by by about £1.61 making my total about £19.61. That is what I expected.

It definitely sounds as if my contract is not being treated as 'fixed' and the increase of £5.20 (not including 9% cpi/inflation increase) would be too much. 

I'm pleased that your contract is good and is going to plan.

It's good of you to reply and I appreciate it.

Crimson

Totally agree with you your increase is more than it should be on a fixed price. 
I do hope you can get it sorted 

[Deleted User]

When I hear from Plusnet, within the three working days from yesterday, I'll post back with their decision,  Thank you again for helping.

Crimson

brewerdave

I can confirm that my line/bband deal agreed last July, "only" went up by the CPI + 3.9% increase in April altho the amount actually charged was about 35p more as the price rise was applied from 31/3 and my contract date is 5th of the month
EDIT Don't suppose they have charged you for calls ??

[Deleted User]

Thank you all very much.  I have an update.  I had no additional charges on my April bill (brewerdave) and I have received a message from Plusnet.  I telephoned just now for some more information and I am relieved and grateful with the outcome:

I do have a fixed 24 month contract from February 2022.  Plusnet are refunding the overcharge for line rental/broadband of £5.20.

I did not ask for anything more - I was just glad to have my bill 'sorted' and to have received confirmation that my contract was as I understood it to be.

Without asking for anything more, the person I spoke to at Plusnet just now said that, because of the inconvenience, I would receive one month free in the May bill.  This was confirmed  almost immediately by email:

" ... a credit of £17.99 as a gesture of goodwill and to reslove you query on 
account this will show on your next bill ..."

Good credit to Plusnet for correcting things so quickly - I expected to wait for three working days before hearing anything.

I really am very relieved and I thank you for your interest, your replies and your helpful reassurances.

Crimson

 

luvchocolate

Deleted_User said:

Thank you all very much.  I have an update.  I had no additional charges on my April bill (brewerdave) and I have received a message from Plusnet.  I telephoned just now for some more information and I am relieved and grateful with the outcome:

I do have a fixed 24 month contract from February 2022.  Plusnet are refunding the overcharge for line rental/broadband of £5.20.

I did not ask for anything more - I was just glad to have my bill 'sorted' and to have received confirmation that my contract was as I understood it to be.

Without asking for anything more, the person I spoke to at Plusnet just now said that, because of the inconvenience, I would receive one month free in the May bill.  This was confirmed  almost immediately by email:

" ... a credit of £17.99 as a gesture of goodwill and to reslove you query on 
account this will show on your next bill ..."

Good credit to Plusnet for correcting things so quickly - I expected to wait for three working days before hearing anything.

I really am very relieved and I thank you for your interest, your replies and your helpful reassurances.

Crimson

 

That's brilliant news. I've always found them to be fair 

[Deleted User]

Thanks very much, luvchocolate.  Yes, although I was upset when it sounded as if the fixed contract was not going to be honoured, Plusnet have been very fair (also generous about the unasked for gesture of goodwill).

I am really pleased to be staying with them to February 2024.

Crimson

brewerdave

Deleted_User said:

Thanks very much, luvchocolate.  Yes, although I was upset when it sounded as if the fixed contract was not going to be honoured, Plusnet have been very fair (also generous about the unasked for gesture of goodwill).

I am really pleased to be staying with them to February 2024.

Crimson

Just for interest ,did PN tell you WHAT the extra £5.20 was charged for ??

[Deleted User]

brewerdave said:

Deleted_User said:

Thanks very much, luvchocolate.  Yes, although I was upset when it sounded as if the fixed contract was not going to be honoured, Plusnet have been very fair (also generous about the unasked for gesture of goodwill).

I am really pleased to be staying with them to February 2024.

Crimson

Just for interest ,did PN tell you WHAT the extra £5.20 was charged for ??

Yes, they did, thanks brewerdave.  When I 'phoned to ask for more information it was explained to me that the £5.20 refund was for the overcharge on my April bill for my broadband/line rental. 

On my April bill I was charged £23.19 (this was just part of the bill and, although I did not think to ask, the cpi/inflation 9% may still be added.) The contract I understood I had accepted was for £17.99 per month for 24 months from February and the cpi/inflation amount would be added  after 31 March 2022.  The extra charge was £5.20 on top of £17.99 (= £23.19 on the bill)  assuming I did not have a fixed contract.

Plusnet had, in error, overlooked my fixed contract agreement and the April bill reflected what the amount (£23.19) would have been had I not been in the favourable position of having a fixed contract price of £17.99 per month.

I'm so relieved because the increase would have added up to quite a lot - especially over the 22 months from April.

I have no complaint because Plusnet have been generous in refunding me £5.20 and (without asking and I did not expect anything more) offered to 'waive' as a gesture of goodwill my broadband/line rental £17.99 for one month - May 2022.  I was quite upset before I knew the outcome.  I think they have been fair in the circumstances and they dealt with it very quickly.

Thank you very much for replying.

Crimson

hazeyjane

I’m about to be stung by the annual inflation increase with plusnet. I recontracted with them at £23.99 a month for 2 years for fibre and line rental, starting this month. This is what I’ve been paying for the past 2 years since I switched to fibre. They said they couldn’t give me the £22.99 deal that was offered to new customers at the time. 

Yesterday I got the usual email saying my direct debit was coming out soon, but the amount was the full price, over £41. So I rang and was told this was a mistake and the amount would be £26 something. I said that’s not what my deal was etc and was told it was due to the CPI which happens every year and it’s in the terms and conditions. I was never told about this when I was on the phone with them to get the new deal. The advisor kept saying it’s happens every year but I’ve been with Plusnet since 2014, recontracted each time my deal was up and have never been affected by this increase.

I asked for the issue to be escalated and told someone would phone me. However I had an email to say the case has been closed very soon after the call ended. 

“Thank you for your patience whilst we've investigated your issue with the annual price increase.

I'm emailing you today to let you know that there was a CPI price scheduled to increase on 01/04/22 by 9.3%, there might be a slight increase on the following months bill depending on the billing date as bills are paid in advance, but we couldn't charge in advance due to the statements being pro-rata where the annual figure is divided into 12 equal payments..

We believe we've now fully resolved your issue. I'd like to thank you for your patience whilst we've dealt with it.”

If you’ve agreed to a fixed term deal at a certain price, can they do this? I’ve not had an email to say what the new price is and the new amount of my direct debit. 

If I’d have known this would happen I would have changed provider as I could have had a cheaper deal from elsewhere.