PlusNet introduces 30min auto-disconnect on ADSL

Donnie

Looked at Plusnet. Glad I chose Madasafish.

bbb_uk

Donnie wrote:

The existing service provider cannot withhold an authorisation code to enforce debt collection or contractual rights. However, customers are not freed from contractual obligations they have entered in to with their existing service provider - i.e.: they will have to honour the remaining term of an existing contract or pay early cancellation fees, if applicable. An existing service provider will still be able to take reasonable action to enforce their contractual rights even after a customer has migrated to a new service provider.

http://www.ofcom.org.uk/advice/telecoms_ifc/codes/bbm_cop/?a=87101

I believe that is referring to someone wanting to get out of their minimum term/committments because they aren't happy, etc and not specifically because the t&c that PN customers agreed to have been changed and is not in their customers interest at all.

As I said in previous for those that have PN then I definitely recommend contacting trading standards, CAB or even OfCOM.

OfCOM can investigate any company that would come under their remit (bb providers do) for unfair t&c, etc. They have done this on numerous occasions.

Thankfully I'm not with PN otherwise I'd complain to OfCOM or trading standards (in fact both if I was with PN) so therefore I can't complain to OfCOM. I'm pretty sure (well hope) that even under these circumstances OfCOM would agree that it is unfair to be charged those fees when PN changed the t&c to the disadvantage of their customers.

The only time it wouldn't apply is for those customers that signup now where the t&c already state the idle time out, etc in which case as they signed up knowing about the idle time out then that is their problem. For those that didn't sign-up to have their internet idle out should be able to cancel without penalty.

I've heard of mobile phone companies (orange comes to mind) allowing their customers to leave without penalty before their 12months is up because they (the mobile networks) changed the t&c and these t&c changes were a disadvantage to their customers.

Remember AOL allowed their customers to leave without penalty because they introduced a expensive 0870 number in place of their freephone number and this was a change to their t&c and it was (obviously) to the disadvantage to their customers.

For those using PlusNet and are not happy about the idle out then they need to complain as I mentioned earlier otherwise normally after 30days of any change to the t&c means that the customer has "accepted" the revised t&c.

paul_h

bbb_uk wrote:

As I said in previous for those that have PN then I definitely recommend contacting trading standards, CAB or even OfCOM.

Very sound advice. PlusNet do not recognise or subscribe to the industry code, but can be brought to task over this by OFCOM.

bbb_uk wrote:

For those using PlusNet and are not happy about the idle out then they need to complain as I mentioned earlier otherwise normally after 30days of any change to the t&c means that the customer has "accepted" the revised t&c.

PlusNet are saying that if you do not contact them within 14 days, you will be deemed to have accepted the new t&c.

bbb_uk

paul_h wrote:

..PlusNet are saying that if you do not contact them within 14 days, you will be deemed to have accepted the new t&c.

I can't swear on this but I thought it was 30 days as that's what other companies do when they change the t&c to our disadvantage. AOL did the same. Either PN know something that other companies don't or are hoping that by stipulating 14 days then by the time their customers think about it, and find the time to complain, ect it'll be too late. Why would all the other companies stipulate 30 days when only 14 days is required as it works in their favour to state 14days.

Someone needs to complain to OfCOM over this by tel 020 7981 3040 (quickest method) and explain everything in full that PN have changed their t&c and are now disconnecting people after only 30mins of idle when their was no idle disconnection policy at the time they signed-up. Explain that PN have stated to people they only have 14 days in which to object and on top of that are charging for a disconnection fee/modem fee for those that are leaving because PN have changed their t&c. Can they do this?

djohn2002uk

I think you might find that the charges that would be levied are seperate from the T&Cs. On signing up with PlusNet your connection charge and modem charge are not waived but deferred untill you have completed 12 months. So even if the T&Cs change you may be able to leave without paying for the rest of the 12 months but you still owe the connection fee and the cost of the modem.
I also think this whole thing should be put in perspective. There are a handful of people on the PlusNet customer forums voicing dissatisfaction, those same people are repeating their utterances on the ADSL Guide forums and now a handful advising people on here to voice their dissatisfaction over a 30minute idle timeout for people on the £14.99 Plus scheme. The majority of customers on that scheme do not download loads of files and will not be bothered by it. I also notice some of the voices here are not even PlusNet customers.
Out of a customer base of 120.000 for ADSL, I don't think it will make a lot of difference to PlusNet where the vast majority (I suspect in excess of 115,000) are completely happy with the service.

GeoThermal

If it was me and I was bothered by the service change I would certainly argue that I took up the free connection offer because of the service offered at the time and that as such there should be no penalty for leaving due to a contractual change in the service. Whether that would work I don't know but I was under the impression that the customer should not lose out if cancelling due to a contract change.

Happy_Shrimper

I am very disappointed to hear about this as I have been a very happy Plusnet (Force9) customer for 7 plus years.
Outstanding service, features and value.
Does this only apply to Broadband plus or Premier and PAYG?

djohn2002uk

It certainly doesn't apply to Premier, only to Plus and Home Surf.
And Happy_Shrimper, PlusNet have so many other things in its favour that I don't think I would worry too much about this unless you find it has a big impact which I'm sure it wont.

Happy_Shrimper

Thanks for that. It would take a lot for me to leave Plusnet. They are one of those companies that I feel really are a class act and very happy to be with.
In fact, in true moneysaving style, I have contacted them this evening about dropping from Prem to PAYG + 1Gb at 15.99 per month 2mb speed and 30:1 contention.
I am paying 21.99 and only once exceeded 2Gb.

paul_h

djohn2002uk wrote:

I think you might find that the charges that would be levied are seperate from the T&Cs. On signing up with PlusNet your connection charge and modem charge are not waived but deferred untill you have completed 12 months. So even if the T&Cs change you may be able to leave without paying for the rest of the 12 months but you still owe the connection fee and the cost of the modem.
I also think this whole thing should be put in perspective. There are a handful of people on the PlusNet customer forums voicing dissatisfaction, those same people are repeating their utterances on the ADSL Guide forums and now a handful advising people on here to voice their dissatisfaction over a 30minute idle timeout for people on the £14.99 Plus scheme. The majority of customers on that scheme do not download loads of files and will not be bothered by it. I also notice some of the voices here are not even PlusNet customers.
Out of a customer base of 120.000 for ADSL, I don't think it will make a lot of difference to PlusNet where the vast majority (I suspect in excess of 115,000) are completely happy with the service.

If you are a PlusNet user, you will find that the connection and hardware costs are deferred for five years, on a sliding scale, not 12 months. i.e. only after 5 years would you not have to pay anything back.

This change will not affect people who are constantly downloading, only those who use their connection for short periods. The 'unenforced' usage caps will sift out the heavy downloaders.

Whilst I understand the point that the connection fee is in some way separate from the t&c - although they are contractual charges, the fact remains that some people will have agreed to defer the charges on the strength of the original t&c which have now changed. If the new t&c were in force at that time they may well have chosen to contract with a different provider, if they choose to migrate they will be in the situation of having to pay migration fees (or defer them again). The consumer will be in a financially worse off position than if they had set up with their new ISP at the outset.

I am not a PlusNet customer, but I am very concerned that other ISPs may be watching this unfold with interest.

Based on their past good reputation, I have also unfortunately recommended PlusNet to other people, including one family member who is now very unhappy.