Bye and thanx for all the fish - end of an era

[#1]

Well I have been with Plusnet for a long time, but it's time to call it a day.  I have started moving all my accounts away from my plusnet mail to GMail.  Bottom line.  I have one month left and was about to go with FTTP, but the price for 500Mb went up £2 overnight and speaking to the PN man on the 'phone he said that that's the price and could do nothing.  Well I have cancelled Sky recently and moved from British Gas, because I am sick of companies taking loyal customers for granted, so I am am arranging for another FTTP provider.  Once the installation date is fixed, I'll cancel PN.  That's imminent.

I am going to save my money and PN is going to lose my money all over a few quid, but it's the principle of the thing.

Bye, bye everyone. Bye, bye.

[#2]

Moderator's note:
Thread moved from Full Fibre to My Account/Billing

[#3]

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@wildswan wrote:

  Well I have cancelled Sky recently and moved from British Gas, because I am sick of companies taking loyal customers for granted, so I am am arranging for another FTTP provider.  Once the installation date is fixed, I'll cancel PN.  That's imminent.

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OK. But how sure are you the companies you are moving to won't also be taking loyal customers for granted?

[#4]

You can't.  You just move when they do.  Don't let them take the <censored>

Moderator's Note:
:Avoidance of swear filter, edited as per Forum rules.

[#5]

The initial renewal is offer always, put politely, somewhat ambitious.

I have always find that explaining that times are hard and that I am having to look carefully at what I spend.  That I am very pleased at the product that I had last year and is there any sort of deal or discount they could let me have.

If this doesn't work call back a few days later at a different time.

I have had dealings with both BG and Plusnet and they were both most helpful at keeping me as a customer.

[#6]

I spoke to a cable ISP provider today - they offered me 6 months free to start with and then they were still slightly cheaper than PN and it was for 900Mb.  I can't see me staying.

[#7]

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@wildswan wrote:

Well I have been with Plusnet for a long time, but it's time to call it a day. 

... I have one month left and was about to go with FTTP, but the price for 500Mb went up £2 overnight and speaking to the PN man on the 'phone he said that that's the price and could do nothing.

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@wildswan   Sad to see longstanding customers leaving PlusNet  😕 

Did wonder if it might be worth calling the Customer Options Team - aka COT or COTS - word has it they have a little more room for manoeuvre on price than do the standard guys on telephone support.

No guarantees of course, but it might be worth a try.

Just looked on the PN website and there's no listing for the COTS telephone number, however a recent forum post here (May 2024) said it's 0800 013 2632 or 0800 079 1133 (not sure why there's two numbers).

Apparently hours they're open are 0800-2000 M-F, 0900-1900 Sat, 0900-1800 Sun.

HTH

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[#8]

@Penny The 2632 number is the BB+landline phone team, the other is mobile - IIRC.

[#9]

@wildswan Yes, most of us have been there! Just a word of warning, you say I am am arranging for another FTTP provider.  Once the installation date is fixed, I'll cancel PN.  That's imminent. 

Depending on your installation, beware cancellation yourself, the procedure is that all the arrangements are handled by your new provider. You don't need to reference Plusnet. There are posts here from people who have cancelled their existing provider and had their line cut off, it's very difficult (ie slow) to get a new connection. I suppose if you're going to cable etc it doesn't matter.

Anyway, try another call as John suggests, hope it works out for you.

Mike

[#10]

The situation at the moment pending the introduction of the new One Touch switching system (due in September unless further delayed) can be a little complicated.

If you are switching between providers that use the Openreach product then it is correct to say that you do not contact your existing provider but let the gaining provider deal with it and they will liaise with your existing provider.

If you are going to Virgin cable then you do need to cancel your existing product once the new service is up and running otherwise you will be getting and paying for two services.

If you are going to a provider that uses an Altnet product then you need to speak to that provider to find out if they will be contacting your existing provider  (and if your existing provider will be able to see the switch on their systems even though it will not be an Openreach switch) or if you need to contact your existing provider to cancel. I suspect that things depend on the provider and Altnet at the moment pending the new One touch system. I set out my experience below with my particular move to an Alnet servcie.

About 6 weeks ago, I moved to Zen who are using CityFibre where I live and they said that while Plusnet would see the upcoming move (scheduled 14 days away) on their systems, if the date changed (due, for instance, to issues with the underground feed) they might not see that change, and then I would need to speak to Plusnet to ensure they did not cease my service before the Zen service started. As I was moving my landline to Zen's Digital Voice service then that would automatically cease my Plusnet service at that time. The day after I placed the Zen order, I did speak to Plusnet's COT to ask if they could see the upcoming move and they confirmed that they could. I did stress and had it acknowledged by ticket that I was not asking Plusnet to do anything with my service in that phone call.  As Plusnet could see the move and sent out the usual "sorry you are leaving" communication including notification of mt early termination charges as I was leaving a few weeks before my contract ended. The move went ahead on the due date (Plusnet had said to contact them if I became aware of a delay so that they would not cease my service on the original due date) and the Plusnet service ceased on that date once my number was ported (about 2 hours after the Zen fibre went live). 

[#11]

So I phoned the number that was given.  I had an offer from Vodaphone in front of me £29.99 a month plus £70 Amazon (or other) voucher for 500Mb.  The PN response was I can give you the first month free - one month credit to the bill.  I said 'well that nealy equates to the £29.99 a month, but they are offering me a £70 voucher'.  The PN response was to offer a £70 voucher, but the monthly cost was then upped to £34.99 a month (from £31.99).  So, over the course of the 24 months, I would have paid an extra (nearly) £72 to get the £70 voucher and no free month.  Do they think that I am stupid?

I am still moving my accounts to my gmail e-mail address.

[#12]

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@wildswan wrote:

So I phoned the number that was given.

I did wonder if maybe I'd given the wrong number (see post #7 above) so have just called 0800 013 2632 to see where it led to.

After selecting from a number of options, I did indeed get through to the ("thinking of leaving") Customer Options Team.

I then asked if there was still a direct-dial number for that team, and was told there was not (though was told that the 0330 123 9 123 number for COT [as quoted by @willcutforth in the post here] also provides the means to reach COT, but again requires selecting from a series of options).

The person I spoke to today in COT said that if someone was still unhappy with the deal they'd been offered, might be worth calling again during the week, when it's quieter, on the offchance that one of the team might be able to somehow find a way to improve on what's been offered so far.  No guarantees, but who knows.

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