Change from John Lewis to Plusnet misleading and has cost us £££

[#1]

We received an email back in October 2022 from John Lewis encouraging us to switch to Plusnet as they were closing their Broadband and email services. We had broadband and home phone (unlimited calls) with John Lewis.

The information in the email stated: Plusnet can continue providing you with broadband and can offer you a new deal with the same level of service you're used to - you can find out more and see some offers here. 

The link provided sent you to the two options for Broadband and Phone and selected Unlimited Fibre Extra which signalled as being the 'Best Selling Package'. This took me to another couple of pages asking for details, passwords etc but at no time did it show that the landline phone package was a pay as you go one. I am in my 8th decade and am caring for my husband who has Alzheimers. Every day is difficult for me and the landline is what I am used to and use throughout every day to connect with friends, doctors and family for support. I have been very stressed and upset recently as my phone line has been cut off by Plusnet. My daughter tells me this is because the credit limit has been exceeded and as the cost has been over £125 in two weeks of switching over, she doesn't think it is reasonable to pay for any more credit. We have now changed the plan to unlimited calls after ringing Plusnet last week, but were told the earliest this could be switched over is 16th December. So I will have been without the landline for over 3 weeks. I live in a rural area where I do not have very good mobile phone signal and so have to go upstairs in my house to make calls to get a good signal, which then makes it difficult to leave my husband and I worry about his safety.  

I am really upset with John Lewis as I have been an account holder there for decades and expect more of them. I believe the information on the Plusnet website is not clear and transparent when you sign up for the Broadband and Phone package. John Lewis stated you will get the same level of service in their email, see above, but this has not been the case at all. Looking again now you have to click on a separate tab to see the landline phone deal that you're getting and this is only when you're about to pay.  

I would like to hear from Customer Services about this please.

[#2]

Superuser citation

This topic has been cited by one of the Superusers; the purpose of which is to provide a note for information which might help to focus continued discussion (but might not result in a staff response).

[#3]

If you don't a reply and a refund I think it's worth contacting the Money Mail Problem Page

It used to done by Tony Hazell but now it's done by  Sally Hamilton 

I have seen something very similar on the problem page and the consumer had a full refund  

Hope you do 

Sally's contact details are 

sally@dailymail.co.uk  or  Northcliffe House, 2 Derry Street, Kensington, London W8 5TT.

[#4]

Hi @jennyb2

I'm really sorry to hear about the poor experience you've had since switching over to us.

It's certainly not what we aim to provide so I'll make sure feedback is passed on for you.

I've looked into this and I've created a ticket on your account with more information which can be viewed here.

In addition, if your husband is vulnerable I'd recommend completing our additional support form here as this will allow us to make sure we're supporting both of you to the best of our ability