Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

Search
  • FIRST POST
    • sitush
    • By sitush 11th Apr 18, 2:31 PM
    • 2Posts
    • 0Thanks
    sitush
    Plusnet contract renewal woes
    • #1
    • 11th Apr 18, 2:31 PM
    Plusnet contract renewal woes 11th Apr 18 at 2:31 PM
    The last time my contract for ADSL with Plusnet was due to expire, I got an email from them reminding me of that and offering a renewal link. Similar to what happens for other ISPs, for electric/gas/insurance and all sorts of things.

    I have all the emails from Plusnet since that time but I've just noticed that they have been taking an extra 8 or so out of my bank account for the last two months and that the contract had expired then. This time, they gave me no notice. (I've checked spam etc.)

    I've just spoken to them via online chat and was told that this is normal. The chat was horrendous, unlike on previous occasions, and I am unsure whether I was dealing with an idiot or if in fact this is some new system they have introduced that is buried away in some small print. I can't phone them because of profound deafness but, obviously, I am unhappy.

    Has anyone else experienced this? The service seems to be appalling where once it was good and I am going to be moving elsewhere. Thanks.
Page 1
    • mije1983
    • By mije1983 11th Apr 18, 10:01 PM
    • 2,884 Posts
    • 18,710 Thanks
    mije1983
    • #2
    • 11th Apr 18, 10:01 PM
    • #2
    • 11th Apr 18, 10:01 PM
    Perfectly normal, and quite common across ISPs. The same as with mobile contracts. It's down to the consumer to make sure they know when any relevant offers are finishing.

    The contract doesn't expire, it just finishes it's minimum term and moves onto the price that you agreed it would at the start.

    • sitush
    • By sitush 12th Apr 18, 10:18 AM
    • 2 Posts
    • 0 Thanks
    sitush
    • #3
    • 12th Apr 18, 10:18 AM
    • #3
    • 12th Apr 18, 10:18 AM
    Wow. It didn't happen with Sky or BT or TalkTalk. It didn't happen with EE when I had a mobile contract with them, and it didn't happen with Plusnet themselves when it last came up for renewal/expiry. And I work in IT and it doesn't happen to any of the customers that I've asked thus far. So "quite common" might just be overstating it?
    • teddysmum
    • By teddysmum 12th Apr 18, 8:39 PM
    • 9,002 Posts
    • 5,360 Thanks
    teddysmum
    • #4
    • 12th Apr 18, 8:39 PM
    • #4
    • 12th Apr 18, 8:39 PM
    I've never had notice (O2, Sky, PlusNet) and have always had to check bills to find the start date, then confirm by phone when there was doubt.
    • brewerdave
    • By brewerdave 13th Apr 18, 8:44 AM
    • 4,782 Posts
    • 1,989 Thanks
    brewerdave
    • #5
    • 13th Apr 18, 8:44 AM
    • #5
    • 13th Apr 18, 8:44 AM
    Agree with teddysmum - I've never had any communication from an ISP when a minimum term deal ends (or a Sky TV deal)
    • Mister G
    • By Mister G 13th Apr 18, 10:53 AM
    • 548 Posts
    • 328 Thanks
    Mister G
    • #6
    • 13th Apr 18, 10:53 AM
    • #6
    • 13th Apr 18, 10:53 AM
    I certainly had an email from Origin when my 18 month contract was coming to an end, asking me if I would like to renew at the same price for a further 18 months (which I did!).
    • Gloomendoom
    • By Gloomendoom 13th Apr 18, 6:44 PM
    • 13,759 Posts
    • 18,046 Thanks
    Gloomendoom
    • #7
    • 13th Apr 18, 6:44 PM
    • #7
    • 13th Apr 18, 6:44 PM
    So "quite common" might just be overstating it?
    Originally posted by sitush
    Possibly not. I'm in the never had notice club too.
    Never argue with stupid people, they will drag you down to their level and then beat you with experience. - Mark Twain
    • elsien
    • By elsien 13th Apr 18, 6:50 PM
    • 16,190 Posts
    • 40,904 Thanks
    elsien
    • #8
    • 13th Apr 18, 6:50 PM
    • #8
    • 13th Apr 18, 6:50 PM
    I had a Plusnet email earlier in the year when the line rental (paid 12months) in advance was about to run out, but not for their broadband/phone calls bit of the contract which was on a different date.
    All shall be well, and all shall be well, and all manner of things shall be well.

    Pedant alert - it's could have, not could of.
    • mije1983
    • By mije1983 13th Apr 18, 11:28 PM
    • 2,884 Posts
    • 18,710 Thanks
    mije1983
    • #9
    • 13th Apr 18, 11:28 PM
    • #9
    • 13th Apr 18, 11:28 PM
    So "quite common" might just be overstating it?
    Originally posted by sitush
    Nope. It's quite common. Some may every say very common.

    I never had an email from Sky to say my offer was coming to an end when I had BB with them, and the same with BT.

    Mobile phones are totally different to LR/BB, but if you want to include them then you just need to have a quick look through the mobile section of the forum to find out the operators also don't do this. Numerous threads when people are moaning 'my contract ended and I'm still paying for my 'handset' when I could get a cheaper SIMO contract, why didn't they tell me!' etc etc.

    • Terry98
    • By Terry98 14th Apr 18, 6:05 AM
    • 908 Posts
    • 2,496 Thanks
    Terry98
    I can accept some suppliers do not tell you when the contract is coming to an end but surely all suppliers should give you easy access to your contract end date and the terms of the contract?

    I have had online accounts with both BT and Talktalk and found it impossible to get any contract information without contacting them.
    • wongataa
    • By wongataa 14th Apr 18, 12:14 PM
    • 1,286 Posts
    • 740 Thanks
    wongataa
    I can accept some suppliers do not tell you when the contract is coming to an end but surely all suppliers should give you easy access to your contract end date and the terms of the contract?
    Originally posted by Terry98
    But broadband contracts don't end unless you cancel them. It is only the minimum term that ends. Surely you can log onto the account and find the start date? Alternatively you could look at the letter/email you will have received when you signed up stating when the service will start. Do you not keep those?
    • gsmlnx
    • By gsmlnx 14th Apr 18, 12:19 PM
    • 818 Posts
    • 656 Thanks
    gsmlnx
    I can accept some suppliers do not tell you when the contract is coming to an end but surely all suppliers should give you easy access to your contract end date and the terms of the contract?
    m.
    Originally posted by Terry98
    Plusnet do not give access to the information (I've been a customer of theirs for 9 years ). You have to either save the starting email with all the dates and prices or add the dates to a diary/calendar yourself as a reminder.
    The T&C's are online but only the absolute latest version which given how long I've been there aren't the same set as the ones I started on. Of course, they are the active ones as any changes are rolled forward and agreed by my staying with them.
    • molerat
    • By molerat 14th Apr 18, 12:31 PM
    • 18,370 Posts
    • 12,540 Thanks
    molerat
    I get an e-mail every year for my line rental saver ending but it never a mentions the BB contract. Luckily they are the same.
    www.helpforheroes.org.uk/donations.html
    • Terry98
    • By Terry98 14th Apr 18, 1:45 PM
    • 908 Posts
    • 2,496 Thanks
    Terry98
    But broadband contracts don't end unless you cancel them. It is only the minimum term that ends. Surely you can log onto the account and find the start date? Alternatively you could look at the letter/email you will have received when you signed up stating when the service will start. Do you not keep those?
    Originally posted by wongataa
    I should have said that easy access to minimum term end rather than contract end.

    It is not very easy finding the start date of contract especially when the first term has been superseded by a new contract term.Although it is not current practice I always maintain that an increase in price means a new contract rather than an amendment to the original one.

    I always kept paper records until they were not needed but most things are done by email now and they are very easily deleted!
    Last edited by Terry98; 14-04-2018 at 1:49 PM.
    • lushberry
    • By lushberry 14th Apr 18, 10:55 PM
    • 2 Posts
    • 6 Thanks
    lushberry
    I've been with Plusnet for eight years and annually I have renewed my line rental and broadband package and have received an email in previous years reminding me that my current contract is coming to an end. Line rental and broadband are one and the same thing as far as I am concerned because I only buy the former because it is needed for broadband and the broadband deal I get is contingent on the supplier providing the line rental.

    I too have been on the phone with Plusnet, today and a couple of days ago, and the customer service assistant was incredibly rude, Plusnet has definitely changed. Their customer service use to be exemplary and I would have recommended them to anyone. Today, I attempted to see what kind of deal I could get for renewing and began on the online chat where I kept receiving one word responses and requests to provide information that I had already provided. When I asked whether they were receiving my responses I got a 'yes' but they continued to ask questions where the answer had been provided. It was very passive aggressive and hostile. When I terminated the chat and phoned the customer service assistant was just so angry and dismissive. It was an hour of the worst service I have received by any provider in a long time. I really don't know how Plusnet could have fallen so far.

    I also called a couple of days ago because I now can only get wifi on one device at a time. Looking online others are also experiencing this. I won't be renewing.
    • oldagetraveller
    • By oldagetraveller 15th Apr 18, 11:43 AM
    • 3,082 Posts
    • 1,600 Thanks
    oldagetraveller
    "I really don't know how Plusnet could have fallen so far. "

    The B.T. factor/influence?
    Did you hear about the politician who had a backside transplant? It rejected him.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

87Posts Today

1,851Users online

Martin's Twitter