VAT Increase & Price Changes - January 2011
I've been with PN for just over 7 years & seen many changes to the T&Cs over that period. However the £5 increase for the legacy Unlimited Broadband product & the "processing fee" of £1.50 for using a credit card is the most absurd. I have yet to read any reply from PN to justify either of them. Therefore all one can assume is they want to lose loyal members & the ethics of the increases are questionable, at best. 
Gordon
Gordon
it seems every time PN change their tariffs they shoot themselves in the foot. They always end up with queries that should have been resolved before any announcement is put out. 
Seems that many people are neglecting the fact that we've frozen broadband prices for more than 90% of customers! If you don't use international calls and are on Anytime then you also stand to save money despite the increased line rental.
Anyway, a lot of catching up to do so here are my responses to the last few pages of posts....
Now raised as problem 64753.
You're invoice date will remain the same. Monies taken via Direct Debit are typically debited from your account about 5 working days after your invoice date. Under most circumstances you can't change your invoice date (without breaking a lot of stuff).
Let's look at it another way then. The failure rate of card payers *far* exceeds that of our Direct Debit payers. The transaction failure rate for Direct Debit averages about 1.5%. The failure rate of card transactions is about 12%. I needed tell you that repeat transactions cost us more money.
It's roughly 15%.
It doesn't say that because you don't get 300 minutes of international minutes. You only get that on the current Anytime iteration. It's a special offer because you don't pay for the calling package for the first three months.
Depends on what package you're on. If you're on Anytime already then you'll keep your international minutes. If you're ;on evenings and weekends then you'd need to move to the current Anytime product (i,e, not the special offer) *before* 4th January.
We've had a notice on the signup pages about the cost increase for a while now although admittedly it doesn't sound like they were there when you signed up.
See my post here.
Sorry for the confusion, I'll take a look at your account now and make sure you stay on your current product.
Judging from your historic usage, you'd probably be better off on Extra anyway?
It's in the FAQ though.
The won't be beat on price promise is for our Value account, not Unlimited.
No, it doesn't apply.
You'll keep the included 300 international minutes on the 'old' Anytime.
You'll keep all of your hosting features.
New Anytime doesn't have 300 international minutes. It has 25% off international calls instead.
I can always retrospectively add things to the FAQ? I did try my best to anticipate what questions would be asked
Anyway, a lot of catching up to do so here are my responses to the last few pages of posts....
Quote from: Bob
Quote from: Oldjim I was looking at the matrix you linked to.
Also on that page it statesWhat does this refer to as it doesn't link from the International calls
Quote Stuff you need to know
† - Home Phone changes from 4th January 2011: Line rental will increase to £11.99. Off-peak calling hours will change from 6pm – 6am to 7pm – 7am. There will also be some changes to call plans:
Evening & Weekends – 300 free minutes to landlines removed.
Anytime – 25% discount to mobiles removed.
I think that's a typo and should refer to the international minutes, I'll get somebody to take a look tomorrow...
Now raised as problem 64753.
Quote from: lilypenny I currently pay by Credit Card if I change to Direct Debit will I be able to choose the Direct Debit Date so that it goes out of my bank account on or just after the date I choose every month?
Forgot to say that I am a Broadband only customer.
You're invoice date will remain the same. Monies taken via Direct Debit are typically debited from your account about 5 working days after your invoice date. Under most circumstances you can't change your invoice date (without breaking a lot of stuff).
Quote from: artmo A charge of £1.50 is a total rip off and nothing more than profiteering. Mastercard and Visa used to charge us 1.6% on transactions. I can't remember what we were charged on debit cards but it was in the region of 50p per £100 handled IIRC.
Let's look at it another way then. The failure rate of card payers *far* exceeds that of our Direct Debit payers. The transaction failure rate for Direct Debit averages about 1.5%. The failure rate of card transactions is about 12%. I needed tell you that repeat transactions cost us more money.
Quote from: Bob I can't remember the exact figures but it's a pretty small percentage of the customer base that are still paying their subscription by card.
It's roughly 15%.
Quote from: Wheel_nut Looking at the Product specification for the NEW Anytime Package on this page https://www.plus.net/specialoffer/wlr2010Anytime/?WT.mc_id=ec_int_201011_VAT1&link=offer
, where does it say that there are 300 minutes of International Calls included?
And, what makes this a "Special Offer"?
It doesn't say that because you don't get 300 minutes of international minutes. You only get that on the current Anytime iteration. It's a special offer because you don't pay for the calling package for the first three months.
Quote from: Lynda I only just joined Plusnet and I'm disappointed beyond belief as I was so pleased to get my international minutes as I paid £1.50 for those at Talktalk but if I understand it now I can't get them anymore unless I pay an extra £3.50 a month ?
Depends on what package you're on. If you're on Anytime already then you'll keep your international minutes. If you're ;on evenings and weekends then you'd need to move to the current Anytime product (i,e, not the special offer) *before* 4th January.
Quote from: Lynda You've amended the peak times too so we don't get offpeak till 7pm which is a real nuisance. Along with putting up my line rental the first month after I just locked myself in 12 months with yourselves. It would have been fairer if you'd mentioned this when I joined and I could take the rises into consideration while I was shopping around.
We've had a notice on the signup pages about the cost increase for a while now although admittedly it doesn't sound like they were there when you signed up.
Quote from: Wheel_nut I think that it is an error on the Product Specification page that the 300 minutes are not included. .... But only Bob can tell ...
See my post here.
Quote from: cjcrichton I looked at the email again - and it says that the £5 talk anytime will be continuing. I have raised a ticket because I'm embarrassed and don't know what I have "clicked" to agree to. I'm now troubled in case my current talk anytime package is stopped pending this other arrangement being "processed." I'm afraid it's a bit confusing and beyond me.
Sorry for the confusion, I'll take a look at your account now and make sure you stay on your current product.
Quote from: jkd Not chuffed with the £5 charge on the unlimited legacy product - you obviously don't reward loyalty - and I am sure many will leave PlusNet.....you used to be outstanding in your heyday, excellent service, great product, good customer reviews.
Judging from your historic usage, you'd probably be better off on Extra anyway?
Quote from: Wheel_nut Very odd! I just received this email and there is NO mention of the NEW Anytime option sans Included International calls:
It's in the FAQ though.
Quote from: leahk One word. OUTRAGEOUS.
How the the hell do PN justify a 30% price hike for the unlimited product.
How can you have the gall to have the slogan " Our Broadband wont be beaten on price"
OK - Sky Broadband Unlimited - £15 BEAT THAT.
The won't be beat on price promise is for our Value account, not Unlimited.
Quote from: Sir Does the £1.50 surcharge apply to irregular top-ups via Credit ot Debit cards ? - They could be seen as recurring charges !
No, it doesn't apply.
Quote from: ashflow2 Are there any advantages to staying with the 'old' Anytime tariff as opposed to switching to the New Anytime or is it entirely advantageous to switch to the New one? Where can I see a comparison between the two please?
You'll keep the included 300 international minutes on the 'old' Anytime.
Quote from: graham I do have a question though. If I swap to another product, Plusnet Extra for instance, will I still be able to keep my hosted websites/domains with Plusnet and all that, that offers, or will 'legacy' website hosting suddenly become chargable or be dropped all together in the near future?
You'll keep all of your hosting features.
Quote from: Lynda [color=blue]Can someone please advise whether it's better to move now to the Anytime package already existing to get my 300 International minutes or should I wait for the "new" Anytime ? I'm totally confused now. Which is cheapest, please-does anyone know ?
New Anytime doesn't have 300 international minutes. It has 25% off international calls instead.
Quote from: artmo it seems every time PN change their tariffs they shoot themselves in the foot. They always end up with queries that should have been resolved before any announcement is put out.
I can always retrospectively add things to the FAQ? I did try my best to anticipate what questions would be asked
I'm going to change from Unlimited to Extra on cost grounds, but I don't really need Unlimited. A few questions:
1. I was charged £16.34 yesterday for another month's Unlimited. Will I get a partial refund if I switch to Extra immediately? Or can I schedule the switch in the next few days to take effect at the start of next month?
(When I switched to Unlimited, I think I had to agree to a 12 month contract, but that period ended two or three months ago.)
Possibly OT here, but it's a busy topic so chances of a reply look good,
2. Before I switched to Unlimited, I asked for Reverse DNS lookup to be disabled, which was done. However, I've only just noticed that this is not disabled on my Unlimited account, presumably because of the change in my static IP address. Would I have static IP address with Extra?
3. Is there any way to stop my username appearing in email headers, i.e.
change real username to IP address-type name
[tt]Received: from username.plus.com ([xxx.xxx.xxx.xxx] helo=2)[/tt]
to something like
[tt]Received: from xxx-xxx-xxx-xxx.plus.com ([xxx.xxx.xxx.xxx] helo=2)[/tt]
Thanks for any replies.
1. I was charged £16.34 yesterday for another month's Unlimited. Will I get a partial refund if I switch to Extra immediately? Or can I schedule the switch in the next few days to take effect at the start of next month?
(When I switched to Unlimited, I think I had to agree to a 12 month contract, but that period ended two or three months ago.)
Possibly OT here, but it's a busy topic so chances of a reply look good,
2. Before I switched to Unlimited, I asked for Reverse DNS lookup to be disabled, which was done. However, I've only just noticed that this is not disabled on my Unlimited account, presumably because of the change in my static IP address. Would I have static IP address with Extra?
3. Is there any way to stop my username appearing in email headers, i.e.
change real username to IP address-type name
[tt]Received: from username.plus.com ([xxx.xxx.xxx.xxx] helo=2)[/tt]
to something like
[tt]Received: from xxx-xxx-xxx-xxx.plus.com ([xxx.xxx.xxx.xxx] helo=2)[/tt]
Thanks for any replies.
Quote from: Oldjim For me the change to Talk Anytime is an advantage as I don't call abroad but what about the following Do I get the free months if I switch from the existing Talk Anytime - it looks as though I do but I would like to be certainCan I stay on the existing product
Is there any change to the cost of addons such as caller display
Edit - I should have read the whole FAQ before posting
I thought i had read it - but still do not understand. I am on Talk Anytime what is the point of upgrading...Yes I get three months free then I pay £3.50 more??? please enlighten me. Would I not be better off staying as is?
[Moderator's note by Thomas (Be3G): fixed quote tags.]
CANNOT make out whther tis better to stay on Talk Anytime or move to upgrade. Do I benefit in anyway, seems to me after three months I would be paying £3.50 more for no added service. Please tell me upgrading or no upgrading?[Moderator's note by Thomas (Be3G): fixed emoticon.]