@rustyfrog, I'm inclined to agree with most of what you say and I'm a little miffed as to why we didn't accomodate your request. Glad to hear things are going well with the new provider though.
@smude12, based on what you've said I'm assuming you've been having problems with your connection? As long as you've carried out all of the diagnostic tests we've asked of you then you can be fairly confident you'll not be charged for the engineer visit. Is it just the trying of another router/trying your router on another broadband line you're struggling with?
We can consider a gesture of goodwill for the downtime but that would mean allowing us the opportunity to actually fix your fault. Ultimately, we're getting charged by our Wholesaler to provide your service whether it's working or not.
I recognise you've no internet connection but presumably if you're able to post here, you can pick your email up too?
The £30 (I think it's actually £25) is a cessation fee and is another charge that get's levied by BT Wholesale. There's more info over on our website here - http://www.plus.net/support/customer_service/billing/cessation_charges.shtml
Anyway, if you can provide me with a support ticket reference then I don't mind taking a look and seeing if there's anything I can do to help?
Best regards,
Bob Pullen
Plusnet Digital Care.
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Report abusePlease note that after being told that its £49.99 for new broadband router or signup for another years contract or £60 if the fault is on my premises I asked for a mac which they will email me ( I have no internet connection) I said just cancel they said "£30 to disconnect or go over to cable, so they expect me to carry on paying even with no servicel until I have another internet provider seems Money is what that want one way or another, from old customers as they are giving to the NEW
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Report abuseFAO. Mr Bob Pullen.
Thank you for taking the time to reply and comment to my post.
I would just like to state that i did in fact have a contract for both phone line with anytime calls and broadband.
I also did contact Plusnet prior to leaving and was offered a discount to stay but it did not match that offered to new customers.
I realise that a reasonable person would expect a company to make a profit. We all know of a few that didnt and where they are now! However I still find it hard to understand how it is profitable to seek out new customers by mass advertising and offering good incentives but are prepared to loose existing ones.
In my opinion it is not good practice and is not profitable.
My reasoning - An existing customer has an existing connection at the exchange, is already in possession of a Plusnet router, has all financial details, direct debits etc, logged into the system.
All incurred costs.
You will retain some because of apathy, but I rather think that the more cost conscious (I include myself) will migrate.
I am now in to my third week with a competitor.
So far so good!
Maybe next year??? -
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@FrillyFrog, if you're confident that the problem's outside your property then it's highly likely to be something affecting the local loop i.e. the wires between your master socket and your local cabinet/exchange. If that is the case then the problem would have developed with BT too. They use the same physical infrastructure we do in this repect. When your service migrated to us, none of this wiring will have been touched (it's a simple software change).
If the problem's as intermittent as you say it is then I'm not going to mislead you, it's likely to take some persistence to fix. Multiple Openreach engineer visits may also be required. If you can provide me with a recent support ticket reference then I'll happily take a look at your account and see what I make of it?
@rustyfrog, we'd normally match an introductory offer assuming you're out of contract and meet all the necessary criteria (e.g. the introductory offers are only applicable to those who have their phone service with us). As you've found though, it's sometimes at the expense of a lengthier contract. Why don't we offer everyone the introductory offers? Bottom line I guess is the fact that we're a business and we need to make money. We make comparatively little money from our broadband customers as it stands.
I'd offer to look into things for you and see if I can offer anything more competitive but by the sounds of things the boat has already sailed :(
Sorry to see you go and all the best with your new provider.
Best regards,
Bob Pullen
Plusnet Digital Care.
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