Utter confusion trying to re-contract, looking for assistance

[#1]

Phoned the helpline to investigate upgrading.

I had a really polite conversation about my re-contract options, being concerned about:

1. Overall costs

2. Sport and the most economic way to deal with the mess.

3. Telephone line

The conclusion of the conversation was clear.

18 month contract for the price with a £50 reward card.

24 month contract for the same price with a £75 reward card.

I decided upon the 18 month contract and £50 reward card.

The price was slightly more than through other suppliers but I thought not worth the bother so accepted Plusnet.

I then get the confirmation order from Plusnet which stated 24 month contract and £75 reward card.

I am now not a happy bunny.

I have replied to Plusnet and have had a reply that suggests the price is now more.

My last reply was to say either honour the discussion (listen to the recording) or cancel the order and I will go elsewhere.

I am writing here to suggest that everyone please read the documentation sent through (do not rely on the telephone conversation) otherwise you may get costs you were not expecting.

Also I understand staff are present on the community who could perhaps resolve this for me.

Thanks

[#2]

Despite my responses to all the messages left for me about the order, nobody has been in contact.

Can someone please advise what is the correct way to cancel this order?

I believe there is a limited number of days to do this.

Thanks

[#3]

Hi @tellboy, I'm really sorry that you weren't signed up onto the right deal. I'm sure I can get that sorted for you. 

If however you'd like to cancel instead you'd just need to give our customer options team a call please:

From landlines: 0800 013 2632. From mobiles: 0330 123 9197 8am - 8pm Monday to Friday 9am - 7pm Saturday 9am - 6pm Sunday

[#4]

Hi Adam,

I would prefer to stay with Plusnet on the deal I agreed on the the telephone.

If you could help, that would be great, as I have not had any response to the questions raised.

What would be the next step?

Thanks

[#5]

No worries, it's getting close to the end of today's shift so if it's OK with you I'll come back to this tomorrow morning for you. 

Adam

[#6]

Hi Adam,

Not heard anything yet

Thanks

[#7]

Hi Adam,

I thought you were going to sort the issues this morning.

I have heard nothing yet, either here or in the questions listed in my account.

Please confirm one way or another, so I can cancel or continue.

Thanks

[#8]

Hi tellboy, I'm so sorry I couldn't get to this today, things haven't gone to plan one bit so I'm really sorry that's impacted on you. I'll be able to sort it out tomorrow if you don't mind hanging fire until then?

[#9]

Hi Adam,

Please don't forget you promised to sort out the problem today.

Thanks

[#10]

Don't worry, I'm working on it already so I'll drop you a more detailed response soon.

[#11]

All sorted, I've replied back to the ticket on your account to confirm the details: https://www.plus.net/wizard/?p=view_question&id=235676677

Cheers for your patience, 

Adam

[#12]

Hi Adam,

Still confused, I can see you have sent me a message confirming

£24.99 + £11.76 = £36.75

However, I have received and email, Question 235769273 that states £30 for broadband with no mention of calls.

Can you please confirm what is correct for the 18 month term to allow me to make a decision.

Thanks

[#13]

Your computer system must be shocking????

Thanks

[#14 · Accepted solution]

Hi, please disregard that as any such automated emails won't include discounts. What I've confirmed on the ticket is exactly what we'll bill you. 

[#15]

Hi Adam,

Thanks for your speedy responses and all your help.

I will click the 'This fixed my problem' button and keep my fingers crossed.

Once again, thanks for all your help.