Autumn Price increase FAQ's

[#1]

Stirrer 

[#2]

Not wishing to take the thread off-topic, but the changes to the DCT seem to coincide with the lack of a member of staff providing answers to questions/queries about the price changes.
Linn K and Adam Walker have not been very active on the forums in the last couple of weeks.

[#3]

Quote from: Oldjim

Stirrer

Why ?, do you think it is your unpaid job and purpose in life to constantly defend or explain all of Plusnet's policies,  just because they can't find the staff to respond to customer questions or employ someone capable of writing a coherent explanation of their contract changes that customers understand ?
Year after year we are told that they are employing more support staff to cope with demand, but the past few months you can see for yourself, the official answers have been dwindling and now stopped,  ticket response times are higher than ever,  and despite a new call centre - call waiting times are still unacceptable,  system faults go uncorrected,  trials that come to nothing, and now the three experts who could get things done have moved.
As you have now proved, even as a moderator assisting another customer you are unlikely to get a response to your question within a reasonable time, so what chance does anyone else have ?
'Oldjim' - I'm sure you have better things to do than constantly defend that ?.
Have you considered retiring from being a moderator ? - on this broken forum that nobody seems bothered about fixing !

[#4]

I see one member has suggested running a community forum for the community & I would not oppose the idea

[#5]

I've been trying to contact cancellations for a week now with no joy.

[#6]

Located the post I referred to earlier

Quote from: avatastic

Half tempted to set up a forum run by the community for the community, but that's what they want so they can retire this site entirely.

[#7]

Morning all and apologies for the delay in getting back to some of these questions.

Quote from: Salmo

What many people on here are saying is that yes it seems that we can leave without penalty, however if we do and have LRS then we get no refund of the unused months and so we lose out and are effectively being  held to ransom. Even TalkTalk refund the price of unused months.

@ Salmo - LRS remains non-refundable as the price of the product is agreed and fixed in advance due to the upfront payment.

Quote from: Linn

We do appreciate that some customers may have recently taken out a new contract with us and should they wish to leave as a result of the increase in prices, they will be able to leave without penalty due to this change in their terms and conditions providing they inform us within 30 days of receiving the email and give us 14 days notice.

This means that you can register a cancellation request on any day within the 30 days window and provide us with 14 days notice. This wouldn't allow someone to register a cancellation in 10 months within the 30 day window in order to align the closure of the service with the end of the LRS period and still cancel without contractual costs. Cancellation costs would be whatever is left at the end of the 10 months.
This wouldn't stop the broadband services being moved away in the meantime with contractual obligations being waived if LRS was then retained with us and a broadband service taken up with another provider.

Quote from: Apprentice

So does this allow you to renew LRS at the pre increase price as my LRS is due for renewal around the 17th November 2014?

@ Apprentice - Renewal of LRS has a window of 3 months prior to the current 12 months period ending so if this fell before the price rise you would indeed be able to renew at the current price.

Quote from: Oldjim

Apologies if I missed this one but I really can't be bothered to go back through all the pages in this thread LRS Renewal This goes up to the standard price of £155.88 A new LRS doesn't include any calls whereas mine includes Evening and Weekends So what is included when I renew

@Jim - You'll have the option to renew your LRS at the new price and keep the Evening and Weekend calls.

Quote from: DaveyH

I got the email yesterday, but shouldn't there also be a ticket on my account reflecting the line rental increase? Having just checked there is no ticket wrt the price increase

@DaveyH - This will appear in the form of a Service Notice instead of a ticket, there isn't one on your account at the moment however these will be updated in batches as we move along so should appear soon.
I'll keep an eye on this over the course of the week and answer what I can for you all, again I'm sorry for the delay.

[#8]

"should they wish to leave as a result of the increase in prices, they will be able to leave without penalty"
Just browsing, but I can't help noticing that that statement seems to have a very flexible interpretation.

[#9]

Quote from: Adam

@Jim - You'll have the option to renew your LRS at the new price and keep the Evening and Weekend calls.

Just to confirm this - you are saying that if you already have Evening & Weekend calls included free with the current LRS, then if you renew at £155.88 you will keep the Evening & Weekend calls and not be charged £2 per month?

[#10]

Dear Plusnet
Please explain why is residential line rental going up from £14.50 to £15.95 inc VAT but I think it disgraceful because how come business line rental still cheaper at £12.60 inc VAT as it was pricing at £10.50 excluding VAT. I don't understand why we being Punishment by expensive line rental on the residential side?

[#11]

ok so plusnet have given their stance on LRS, who is right legally? no one knows I guess until it is tested.  Wont be me tho as I am not planning to leave in the short term, but I think I wont be renewing LRS.

[#12]

But LRS is cheaper thought but problem is if any price rises does come, will lose LRS as it non-refundable but LRS will continue the same price until the end of 12 months.

[#13]

Quote from: AndyH

Just to confirm this - you are saying that if you already have Evening & Weekend calls included free with the current LRS, then if you renew at £155.88 you will keep the Evening & Weekend calls and not be charged £2 per month?

That's Correct AndyH, if you had it before then you still have access to it when you come to renew it.

[#14]

So, when I leave, WITHOUT PENALTY, the LRS I still have remaining, some 5 months, will be held as a penalty, is that correct?

[#15]

I believe your remaining five months left of LRS will be non-refunded and can leave without a penalty fee! But, you will lose five months of LRS cost!