Potential new customer questions

[#1]

Hi there,

I had some questions about the available deals (for full fiber, but I imagine the same applies to broadband) - any links with the relevant info are welcome.

1. what are the valid conditions for stopping a contract before the end of the contract period (e.g. moving to a location that is not serviced by plusnet? anything else?)?

2. what fees would one pay if they had to stop a contract before the end of the contract for reasons other than the ones listed above? For example if you found a better deal with another company?

3. what happens at the end of the contract period? Can PlusNet increase the prices?

4. while under contract, can you change to another PlusNet contract (whether more or less expensive)?

5. Once you have an account, do you have a better way to contact customer services directly other than phone or "X"? Like an online chat or form?

Thanks for any help!

- Leonos

[#2]

@Leonos You could have asked these questions in your other topic.

!. If you are unable to get a PN connection at the 'new' location - you unfortunately would be subject to Early Termination Charges - although I can't think of many locations where that would apply.

2. You would pay the ETC's as in (1) above.

3. At the end of the contract period, unless you negotiated a deal - before its end - you would move on to the Out of Contract monthly rate - which is around double the charge.

4. You can change - but it would start another fixed term - the old contract would be null and void.

5. No - the contact options are as I explained previously.

[#3]

Hi @jab1 , wow, you seem to know a lot! I didn't want to confuse the other thread so I thought it'd be better to start a new one.

Thanks for all the answers, these are not very encouraging... Do you have any link explaining those early termination charges?

[#4]

@Leonos I have been on these forums for a long time - you tend to pick up a lot of knowledge. As your questions are related , it is better and easier to keep them all in one topic as it saves duplication - and time.

Termination charges vary - how long you have left on it being the main one, but if you needed a confirmed figure, you would need to call, as the calculation changes, and only Customer Option Team can give you a definite figure.

What is 'discouraging', if I may ask - all ISPs work in much the same way?

[#5]

Well, most of your answers really - not your fault! I appreciate the honesty.
Not all operators are the same fortunately! For example I'm currently with Hyperoptic who offers a monthly rolling contract. It has no exit fees and good internet quality. The long term contracts are really a way to keep customers chained to an operator, and they scare me, especially if the contract duration restarts from scratch when you change the deal, and if you have to pay double of an already a expensive fee at the end of the contract! I
also cannot usually hear people well on the phone so that's not an option for me. This forum is nice but it doesn't seem to provide a way to directly contact customer service. So, looks like PlusNet might not be the right place for me..

[#6]

Your choice - but I wonder what you are paying Hyperoptic ?

[#7]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#8]

@jab1 wrote:

"If you are unable to get a PN connection at the 'new' location - you unfortunately would be subject to Early Termination Charges - although I can't think of many locations where that would apply."

How about locations that Openreach do not service?

eg new housing estates where the developer has done an exclusivity deal with some other Alternative Network fibre provider?

.

[#9]

Valid point, @Mr_Paul , but they are in the minority.

[#10]

@jab1 I am paying £30 / month with Hyperoptic on a monthly-rolling contract, for the smallest speed category on fiber, which works perfectly fine for my use, while with plus net, smallest category, there is no available monthly-rolling but the 12-month contract would be... £29.99 /month. So, the same, even though having a 12 month contract should make it much cheaper.

Anyway thanks for your help but it doesn't seem that PlusNet is for me!

[#11]

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@jab1 wrote:

!. If you are unable to get a PN connection at the 'new' location - you unfortunately would be subject to Early Termination Charges - although I can't think of many locations where that would apply.

---

Plusnet can't provide broadband to any address where ADSL is the only OR service - such as my area. 

There are still around 2.2m ADSL connections in use - some of those will have FTTC or FTTP available, but a large number won't.

I do know some other ISPs don't charge if you move to an address where they can't provide a service - I've had family members where that has been the case.

[#12]

@Leonos 

Did you pay any setup charges for your Hyperoptic service?

PN ETC's cover the cost that PN need to pay OR for the line they were renting (under contract).

Brian

[#13]

@bmc For a new install, these would be £39 for the 1 month rolling contract, and £29 for the 12 month contract, so a negligible difference. Plus these are really nothing compared to early exit fees when you leave a contract, which if I understand well are basically the entire cost of all remaining months on the contract?!
(Edited after checking my bills)

[#14]

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@Leonos wrote:

... I am paying £30 / month with Hyperoptic on a monthly-rolling contract ... ... which works perfectly fine for my use

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@Leonos 

Why are you considering moving away from what appears to be an already good deal with Hyperoptic ?

Other than a rolling 30 day contract, what are you looking for in an alternative provider ?

Is CityFibre available at your address ?

    as that would give you a good range of ISPs to choose from at a lower cost than ISPs who resell Openreach FTTP

.

[#15]

@outcast I know right? And thanks for the suggestion!

Unfortunately neither Hyperoptic nor Citifiber work in the place I'm moving to. I was considering PlusNet because that's what the previous occupant had (for £18/month, which seemed nice, but now they're asking for £30/month).

What am I looking for:

- ideally rolling contract, if not, a short contract with very clear exit fees and no price increase during or at the end of the contract, no phone or any additional services beyond internet

- reliable service but no need for huge download / upload rates (anything with fiber is going to be good enough)

- possible contact by email or online form / chat (with humans)

- good online reviews

I might look towards "Zen" next...