Check your bill

[#1]

I have a BT phone line and Plusnet ADSL2 broadband.

[#2]

@Townman

When PN instigated the change I was on a broadband only package called "Plusnet Value (Without Phone)".

The package PN transferred me to is called "Unlimited (No Contract Without Phone)".

I've always been with BT for my phone line and still am (never Plusnet).

[#3]

@Townman My before and after packages were exactly the same as paul4's.

[#4]

@Townman 
Plusnet has now said that as a "gesture of goodwill" a discount of £5.74 will be applied to my next bill. I feel the discount should be applied for a further year as I was told only on 7 Oct 2024 that it was limited to 12 months. The legacy product migration email I received last year when the product change was complete (image attached) did not mention a 15-month discount.

[#5]

Is that the out turn from a formal complaint? One would hope that the complaints response would be consistent for all impacted by the situation.

[#6]

@Townman 

Plusnet have acknowledged that they failed to tell clients about the 12-month discount clearly.  As a gesture of goodwill they have given me a discount of three months instead of one -- still short of the full year discount awarded to another complainant.

The legacy product migration last year was so chaotic that even Plusnet staff were confused. In the last two weeks two customer service agents apologetically restored my discount only to be over-ruled by someone else.

[#7]

@paul4 
I would be interested to know how you fared.

[#8]

@redsox9 So far I haven't actually submitted an official complaint, I'm waiting to see if the efforts of @Townman lead to an official PN response. I'll decide what to do then but I'll let you know.

[#9]

Hiya @paul4 

Can you DM me your username and we will take a look for you. 

[#10]

@Townman  

Any news on the outcome of your SU initiative?

[#11]

Nothing conclusive yet... beyond all users involved in this thread have been 'flagged-up' within the business.

[#12]

In conclusion of the SU escalation, all users impacted by this situation will be contacted by Plusnet to clarify matters.

[#13]

Received the following email this morning -

We are getting in touch to let you know that when we recently moved you over to a new broadband product, we promised that we would discount the new product to match your existing price.

Unfortunately, due to a fault at our end, the discount expired after 12 months. We are now working to reinstate that discount and credit you for any additional payments made. We are sorry for any inconvenience caused.  

Thank you,
The Plusnet Broadband Team

[#14]

Lucky you.  Discounts were applied to my November bill but there was no email like yours stating that due to Plusnet's fault the discount was erroneously removed after 12 months and that it will be reinstated.

[#15]

@redsox9

I’ve flagged this on the escalation.