Renewal Deals not available to Existing Customers despite Commitment to OFCOM

[#1]

My contract is ending shortly, so I contacted CS to see if I could get one of the deals available to new customers, and was told in no uncertain terms that I couldn't.

I know this has been PN's policy for years, and sometimes I have managed to negotiate a better renewal with the retentions team.

But I am surprised to see that all of their adverts are still saying "New Broadband Customers Only" despite what I found on OFCOMs website:-

"In September, we secured commitments from BT, TalkTalk and Virgin Media to reduce prices automatically for vulnerable customers who are out of contract. We have now secured commitments from EE, Plusnet and Sky to do the same. EE and Plusnet have also now joined BT, Sky and TalkTalk in deciding to give all existing customers access to new customer prices."

[#2]

Thanks a lot for your time on the phone this morning @dejjones it was a pleasure to talk to you. I'm glad we were able to clear things up in terms of the contract. I've also now raised a fault on our suppliers side in order to have the DLM profile reset.

I'll check back in with you in a weeks time to see whether things have improved. If you need anything else in the meantime, please feel free to reach out.

[#3]

After my conversation with  adam945 I did a BT Performance Test:-

I have posted the details on the ticket.

But the bottom line is my speed is now below the Minimum Guaranteed Speed

[#4]

Hello @dejjones

I've just responded to the ticket, and have asked that you upload a photo of your Helpdesk page from your Plusnet Hub One Manager. Feel free to upload it on here if you like so that our Community Members can offer support as well. It should show a download sync speed of around 34.9Mbps, but we'll wait and see.

I've sent across instructions on how to access it via email.

[#5]

I'm using a BT HomeHub 6, so not sure what the equivalant of the help desk is.

Ive just done another BT Perf. Test:-

Now synced at 39.9 and IP profile up to 38.67 Mpbs but speed still limited by Current Line Speed of 29.8 Mpbs

[#6]

Does this give the info you need?

[#7]

---

@dejjones wrote:

My contract is ending shortly, so I contacted CS to see if I could get one of the deals available to new customers, and was told in no uncertain terms that I couldn't.

---

The BT Group Annual Report 2021 includes the following:

And when their broadband or mobile
contract is ending, we offer existing BT,
EE and Plusnet customers equivalently priced deals to new customers if they
choose to re-contract.

https://www.bt.com/bt-plc/assets/documents/investors/financial-reporting-and-news/annual-reports/202...

[#8]

Hiya @dejjones, thanks for getting back to us.

I have tested your line and we are seeing a sync of 40mb and can no longer see any issues that could be causing this.

I'm not sure if you mentioned this to Adam when you spoke earlier or not, but are those test results from a test over Ethernet or WiFi?

[#9]

Hi LaurenB,

I have recently replied to Adam via the ticket.

I agree with you I can't now see why my speed is still down at 28.5 Mbps.(tested with cable to router)

IP Profile 38.67

Current Line Speed 38.4

Data Rate 39.9

Will re-booting the router help?

[#10]

Hi Lauren

I switched the router on & off (actually by accident!) and I am now getting speed of 36 Mbps.

I hope it lasts

[#11]

Hi 198kHz

Thanks for the comment, but I don't think I would have thought of searching through 280 pages of BT's Annual report before making a decision about whether to renew with Plusnet.

I have been informed that Plusnet also honour their commitment to OFCOM by offering equivalent deals just before your contract ends, but how many existing customers actually know this?

Wouldn't it be much simpler and fairer if, at the end of your contract, you were treated as a new customer?

[#12]

Thanks for the update @dejjones, I am pleased the speed has improved. Let us know how things go!

[#13]

@LaurenB

Connection has been stable overnight and speed is still   ~35Mbps.

I notice the Minimum Guaranteed Speed on my account page is now 29.2 Mbps.

Surely this can't change, or the word guarantee is meaningless isn't it?

[#14]

Hiya @dejjones, thanks for getting back to us. It looks like you have since spoke to Adam further about this.

Hopefully things remain stable and the speed maintains but just get back to us should you have any further queries.