Discount suddenly removed
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Re: Check your bill
18-10-2024 7:44 PM
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I have a BT phone line and Plusnet ADSL2 broadband.
Re: Check your bill
18-10-2024 8:14 PM
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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).
Re: Check your bill
18-10-2024 8:31 PM
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@Townman My before and after packages were exactly the same as paul4's.
Re: Check your bill
21-10-2024 4:20 PM
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@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.
Re: Check your bill
21-10-2024 4:52 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Check your bill
24-10-2024 1:51 PM
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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.
Re: Check your bill
25-10-2024 12:33 PM
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@paul4
I would be interested to know how you fared.
Re: Check your bill
25-10-2024 4:23 PM
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Re: Check your bill
25-10-2024 6:02 PM
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Re: Check your bill
30-10-2024 12:49 PM
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Any news on the outcome of your SU initiative?
Re: Check your bill
30-10-2024 12:58 PM - edited 30-10-2024 12:59 PM
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Nothing conclusive yet... beyond all users involved in this thread have been 'flagged-up' within the business.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Check your bill
2 weeks ago
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Check your bill
2 weeks ago
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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
Re: Check your bill
2 weeks ago
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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.
Re: Check your bill
2 weeks ago
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I’ve flagged this on the escalation.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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