Renewing (Plusnet) Broadband and Telephone contract

[Deleted User]

I'm sorry to hear that, hazeyjane.  When I accepted my fixed contract I was told in advance to expect, after 31 March, a cpi/inflation increase to be added - approximately equal to an additional 9%  added to my existing monthly line rental/broadband direct debit.

Plusnet accepted that the April bill broadband/linerental charge was an error and responded quickly to me.

Although Plusnet have closed your case perhaps it would be worth telephoning again.  I do hope you reach a better outcome.  Please let us know.

Crimson

hazeyjane

I’m being told there’s nothing they can do as it’s in the contract and terms and conditions. What’s the point in them offering a fixed term contract at a price that is going to change the same month the contract starts? 

The offer for new customers is now £23.99 a month but they say they can’t change mine to this, despite it being what I signed up to in the first place. 

There’s nothing I can do other than complain to the ombudsman now but is that really going to make any difference? 

[Deleted User]

I'm sorry to hear that hazeyjane.  Re:   "I recontracted with them at £23.99 a month for 2 years for fibre and line rental, starting this month."  If you received an email from Plusnet at the time when you agreed to recontract with Plusnet for 24 months you could telephone them and refer to this email.

I was able to show that the emaiI received confirmed on the day I agreed verbally to the 24 month contract.  Plusnet then accepted it was an error, corrected my bill and confirmed my 24 month fixed contract. They corrected the error very quickly.

I hope things work out well for you.Please let us know'

Crimson

bodorange

I was recently caught out by this price increase whilst renewing a contract with plusnet.

My current 2 year, fixed price contract was due to expire in May 2022.

I received an email from PN, second week of March, prompting me to call and discuss renewal.

3rd week of March I called and agreed a new 2 year contract over the phone. I then received the details by email which mentioned CPI price increases June 2021 (historic), March 2022 and every March 2023.

It also stated my new tariff took effect from 04/22. I had, inadvertently, lost a month of the current contract, but I could live with that. What I was not ready for was my first bill (in April 22), at commencement of the new contract: The March 31st CPI+3.9% increase had been added to the negotiated tariff.

Now, if the first billing period of the new contract fell prior to price increase, I might have said to myself 'Should have read the small print'. But the fact it was not brought up in the telephone conversation and my contract commenced post price increase, it all seems less than transparent.

I'd be interested in others' opinion.

[Deleted User]

When I agreed to my new 24 month contract with Plusnet in February 2022 it was explained to me that sometime after 31 March 2022 cpi+3.9% would be added, bodorange.  I was prepared for this.

It took a short time to have my April 2022 bill rectified as I had been overcharged. Plusnet  had not billed me in accordance with the new 24 month contract as agreed in February.  At first Plusnet said that I did not have a fixed 24 month contract but, later, agreed that it was an error and I did, after all, have a 24 month contract from Feburary 2022.

On 20 January at 6.43 p.m.in this Forum Neil_Jones wisely encouraged:

 

"Plusnet will usually match a deal you find somewhere else.

But you must check that a) it gets applied, b) it sticks, and c) it's actually what the deal was."

I learned that these were wise words from Neil_Jones: 

On the April bill I had been charged as if I did not have a fixed contract for 24 months at £17.99 and, instead, I had been charged at the 'standard rate/increase' for new customers.

There seem to be a number of problems with the billing just now.  I was a bit upset at the time although Plusnet did sort mine out quickly and refunded the amount (£5.20) overcharged.

Although it is difficult to know what to make of it when a number of folks seem to be having problems with their Plusnet contracts, I am pleased to be staying with Plusnet for the duration of my 24 month contract - to February 2024.

Crimson

bodorange

The information I received, in my follow up email, with respect to price increases was this:

"The price for broadband, line rental, call plans and call charges will be increased on or after 1st June 2021 and then on or after 1st March every year from March 2022.  On or after 1st June 2021, prices will increase by the Consumer Price Index rate of inflation published in April of that year plus 3.9%.  On or after 1st March every year from March 2022, prices will increase by the Consumer Price Index rate of inflation published in January of that year plus 3.9%."

I think it was reasonable on my part to take the tariff I was quoted as being that which would be in effect when my contract commenced, 3 weeks later, in mid April. The scope for misinterpretation is obvious with hindsight. However, the 14 days cooling off period had passed by the time I became aware (on the first billing date). I don't recall being made aware of the intervening price increase and, the fact the information also refers to a June 2021 price increase, makes it read as less than specific to my agreement. TBH I am rather annoyed by it and hope to have it resolved.

[Deleted User]

It does seem to be confusing and not too easy to understand.   I hope you have success getting it sorted.  Please post back and let us know how you get on.

Crimson

bodorange

Deleted_User I called PN for a follow up today and, after some back and forth with accounts, I am on the tariff as set out in my contract email confirmation. I haven't had much cause to contact them over the years, but when I've had to, they have sorted things out to mutual satisfaction and have been pleasant to deal with.

[Deleted User]

I'm really glad to hear that, bodorange.  This is what happened in my Plusnet account and, like you, Plusnet were pleasant, looked into it and resolved the error quickly.

Thanks for reporting back to let us know.

Crimson