I joined Plusnet some years ago then bought both my kids over and paid for all three accounts via a direct debit from my current account. I've also sent a couple of other customers over. I get an email when my contract is drawing to an end and I call Plusnet and negotiate a price for the next 18/24 months. I never heard anything from them about the other two accounts and only realised a few weeks ago that I was paying £41 for one daughter – just for internet access alone and £26.99 for the other – again for internet access only. Neither used the phone – merely the internet. Why the difference in prices I don’t know - and Customer Services themselves didn’t seem to know either… I get unlimited fibre and calls for less. I have since put both accounts on contract at a reduced price obviously and will move all three accounts when the contract ends. I would have cancelled but one of my grand kids uses the internet for her studies and I didn't want a break in service.
Customer Service said that they had been sending reminders – but to another email address. This was an old Freeserve email address I used before joining Plusnet. Two separate people at Customer Service suggested that I write to Head Office saying they might possibly consider a partial refund – if only a token one. However the reply I got from Head Office was “it is the customer responsibility to keep their details up to date…” and promptly closed the ticket.
A few minutes ago I sent an email to my old Freeserve address. Freeserve of course disappeared ages ago so it bounced – “recipient rejected – domain has no delivery address”. Would this not have flagged up an issue at Plusnet when outgoing mails were being bounced? Both my daughter’s accounts were set up by me and they also obviously have my address so would they not have considered mailing me about the two accounts?
I do appreciate that I should have found out sooner so I accept it IS my fault but I do feel perhaps they should/could have realised there was a problem.
Moral of the story? Check your bank statements regularly because if something goes wrong you’ll get little sympathy from Plusnet… They'll just say its your fault - end of.
There, I feel better after a good l o n g moan...!
