Question #218918357 re line rental saver

[#1]

I have received an email abount the cessation of Line Rental Saver on my account inviting me to ring your support team.  I have tried to get in touch today but was held in a queue for 2 hours before I gave up!  I might add at my age of over 80 I would normally give up long before this time. I cannot reply to your question as there doesn not seem to be any option therefore could someone contact me please.

Mavis Buckley

[#2]

@mavebuck 

I don’t know why they asked you to ring. The simple facts are that you cannot renew LRS, so from now on if you are in a fixed contract you will be charged the monthly fee agreed at the agreed contracted rate, otherwise the latest out of contract price, in addition to what you currently pay.

[#3]

Hi @mavebuck,

I'm sorry to hear there was such a long wait when you attempted to call us earlier on today. We're not aware of such a call queue at the moment, so may I ask what number you had attempted to ring on so that we can review this further? I'm afraid that we wouldn't be able to renew your Line Rental Saver as we no longer offer this service.

[#4]

I used the number quoted in your email.

Dear Mrs B,

We are contacting you today in order to make you aware that your Line Rental Saver is due to expire on 05/11/21.

As of the 22nd of February 2021, Plusnet have made the decision to discontinue this offer. We understand this may be disappointing to some customers, so if you would like to discuss this further, you can contact our Customer Support Team on 0800 432 0200.

Please note: Your Line Rental Saver is separate from your Broadband and Home Phone contracts which may be longer than your Line Rental Saver. You'll continue to pay for your call plan and any call features or chargeable calls on your monthly bill.

Kind regards,

[CSA Removed]

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#5]

Hi @mavebuck

Can you remember which options you dialled to get put into a 2 hour queue?

[#6]

I am sorry but I can't remember now, if I knew what options were available it might jog my memory.  

Am I right in thinking that there was no point in opening that question on my account as I have no options anyway?

Regards

MB

[#7]

No problem @mavebuck 

We created the question / ticket to send an email to you with the information about your line rental saver to avoid what we call 'bill shock' which would be you unexpectedly receiving a high bill without notice. While I appreciate we no longer offer line rental saver, we still invited you to contact us should you have any queries or concerns.

[#8]

From what has been said above I will still be paying the same amount, albeit , monthly until my present contract ends, is this correct?

MB

[#9 · Accepted solution]

Thanks for getting back to me @mavebuck 

When your line rental saver expires, you'll pay the monthly rate of line rental on top of any other subscription fees. 

I've dropped you another email to confirm how much this will be. 

Let me know if you've got any further queries.

[#10]

Thanks for that, it's not been easy finding out that figure which would have been very useful to know when you advised of the change.

MB

[#11]

Not a problem @mavebuck 

Our prices for line rental are Here under 'Plusnet Phone' > 'Plusnet call plans' although it's not terribly clear as from what I can see it suggests line rental is £21.22 if you're out of contract and £19.99 in an 18 month contract.

It's actually £21.22 unless you're within a fixed price contract still in which case it's £19.99. 

I've emailed a colleague in our Digital team with feedback as we're looking in making our Help & Support articles clearer. 

[#12]

@Gandalf 

I know that this is not the place to discuss contract matters but my LRS runs out this month, which, in the light of your post has triggered me to question my rental cost next month (I have not yet received the demand). When I took out my existing contract I paid £197.88 for LRS, which reflects an agreed monthly 'out of LRS' monthly charge of £17.99 per month. I will be expecting the rest of my fixed contract to be subject to this additional charge, not £19.99.

[#13]

@Baldrick1 

Are you sure it was £17.99? Line rental saver at £197.88 would give an effective monthly rate of £16.49 and as the saving you'd receive is £2.50 a month, the cost of line rental should be £18.99.

Also, the next line rental saver increase was to £209.88 (an effective monthly rate of £17.49 making line rental £19.99), and then on 07/10/21 to £213.03 (the first non-fixed price amount since 08/08/18) with line rental at £20.29.

From what you've said here, if you've paid £197.88 then line rental will be fixed for the length of your contract which I do suspect is going to be £18.99. Let me know if this doesn't make sense though?

[#14]

@Gandalf 

Yes, I think that £18.99 is probably right. I will certainly be in touch if it's any higher. Thanks for coming back.

[#15]

Cool. No problem @Baldrick1 

In theory, the billing system should know all this based on when your contract began so it should automatically generate the right amount but let me know how it goes.