Puzzling Email from Plusnet

[#1]

Plusnet supplies both my landline phone and broadband, today I received a puzzling email from Plusnet. The gist of it is:

"Dear xxxxx,

We're sending this email to let you know that within the next 30 days we will be scheduling an upgrade of your call plan to Pay as you call (line rental only). What this means for you: - No new contract required - Same price you pay now or cheaper (Please note: This does not include the cost of any Add-Ons, call costs or call features.) - Pay individually for every call you make - No fixed monthly cost Please be aware of an upcoming email that quotes the full out of contract price of your Broadband, Line rental and Call plans."

I am still in contract with my Plusnet broadband. My Plusnet landline is included with the broadband and, anyway, is and always has been a "Pay as you call (line rental only)" service, with no "phone plan", contract or separate monthly fee - just call charges.

So?...

[#2]

Sounds like they are switching you to SoGEA?

[#3]

I have no real idea, but I'd guess that Plusnet may be separating the Broadband and landline products, as in September they won't be able to provide a landline to new or moving broadband customers. I believe that currently non-FTTP broadband accounts require a telephone number, and from Spetember there won't be any new PSTN connections possible.

[#4]

...Separation sounds plausible!

The email most certainly does not explain this, or even make sense from my POV. I assume it is just a standard email sent out to all existing landline customers, regardless of the individual account details. So not well thought out.

To put it another way: A mistake 😉

[#5 · Accepted solution]

Hi @pvmb 

Sorry for the confusion. We're consolidating some of our call plans, removing those legacy ones with the prefix of Plusnet and Talk. For example, we have "Plusnet Line Only" and "Line Only" which are identical and so it makes sense for these to be merged into a single plan, so in your case, all that'll effectively happen is it'll be renamed.

I hope this helps explain.

[#6]

@jab1  Not SOGEA, you don't get any phone service with that. Just a name change on the phone account. 

[#7]

I know -now - @RealAleMadrid  - but the email @pvmb received didn't just state that. As usual, it waffled on, and gave no explanation.

A simple 'we are consolidating our call plans and renaming them, this is just an advisory message' would avoid a lot of confusion.

[#8]

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@jab1 wrote:

A simple 'we are consolidating our call plans and renaming them, this is just an advisory message' would avoid a lot of confusion.

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Plusnet is just a basic broadband provider - it doesn't do "avoid a lot of confusion".

[#9]

They are incoming again! Something is starting to make me think Plusnet IT systems may be in a bit of a muddle:

We've opened a Question on your account

Hello Xxxxxxx,

Account username: xxxxxx

Our Support Team have opened Question 235536786 to track an issue on your account.

Dear Mr Xxxxy,

We're sending this email to let you know that within the next 30 days we will be scheduling an upgrade of your call plan to Pay as you call (line rental only). What this means for you: - No new contract required- Same price you pay now or cheaper (Please note: This does not include the cost of any Add-Ons, call costs or call features.) -Pay individually for every call you make-No fixed monthly costPlease be aware of an upcoming email that quotes the full out of contract price of your Broadband, Line rental and Call plans. If you are in a contract you price will remain the same for the duration of your contract. To find out more about our broadband and residential products prices please visit the Plusnet price guide. For information on price and changing products, see our Existing customer FAQs. The Legal BitThe price for broadband, line rental, call plans and call charges will be increased each March from 2022 by the Consumer Price Index rate of inflation published by the Office for National Statistics in January of that year plus 3.9%. Other prices, content and terms may also change during your contract. We will tell you about important changes in advance. Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 and 0345 140 0200 if we can be of further assistance.

Kind regards,

Plusnet Support
AutoRef=AH-ATONT

[#10]

@pvmb - out of interest, when was this received?

From what I can see, that ticket is the same one as we sent on the 20th of July.

[#11]

...Received yesterday. 

Hang on! I just checked and it is showing as from 20 July... Yet I'd swear I saw it yesterday in my Inbox and moved it to another folder. So, I have no idea. Unless it was something to do with yesterday's Plusnet Email weirdness.

[#12]

Thanks for confirming @pvmb 

That's really odd and it's not the first time I've seen this. I've got a couple of suspicions, but can't confirm what's happened. I'll keep my eye out and I'll raise it, if it becomes more of a problem. Thanks again for flagging.