ASA UK Ban PlusNet Broadband ISP TV Advert for Misleading Half Price Offer

[#1]

Very positive and correct outcome, thanks for all your hard efforts Chris
Regards
Mike

[#2]

Chris, i can see you've worked hard to answer a lot of questions, but my point is in regard to your statement
It's also worth noting that some of the above also did this account change online so never actually spoke to our customer options team to negotiate a discount at all.
I didn't ring and ask about a product change ( though my contracted period is long past) because I saw the part 'existing customers only'.
I believed it was for existing customers only, and so didn't bother calling anyone.  I'm sure i am not alone in doing this. So I, along with any and all others who would have taken up the offer, must miss out because we believed the advert.
Also, as I have been customer for sometime, as have many people, why is there a contracted duration for these 'extensions'?  I understand the contracted duration for new customers ( to recover the cost of initial set-up, hardware etc) but this must have been recovered many times over by now.

[#3]

The ad must have been running before 31 January 2013 for viewers to have seen it with the "New Customers Only" and 'Everyone's A Winner" text?
Isn't the ASA ruling that the advert was wrong/misleading from the moment it first aired, rather than 31 January 2013?
If the advert aired before 31 January 2013 should not the discount also apply to any existing customers who were uninforned of half price discount who switched from the point the advert first aired?
Maybe PlusNet should look at the promotions on this website....for example the Essentials Broadband only package, advertised as from £5.99 but no indication of 'to what price' and at what point in time. Click on 'Show Details' and apart from £5.99 there's no further information about pricing or length of contract.

[#4]

Try scrolling down the page to where it says "Here's the Legal Bit" . Also of the RHS there's Broadband FAQs > Read all FAQs and lower down there is "View Packages Guide" where more details are available. You should follow the relevant links provided!

[#5]

Why?
Is it not possible to put the basic info or provide a link within the promo?
The FAQs are titled for 'Phone' and 'Fibre' not standalone broadband. Why bury the length of contract in the 'legal bits' which just happens to be off screen and requires scrolling down to? That indicates a mindset and corporate policy, the same as with the television commercial and the subsequent 'open to existing customers to negotiate'.
I still don't understand PlusNet's thinking re the TV commercial that had 2 complaints upheld against it.

[#6]

Quote from: christmas

The ad must have been running before 31 January 2013 for viewers to have seen it with the "New Customers Only" and 'Everyone's A Winner" text? Isn't the ASA ruling that the advert was wrong/misleading from the moment it first aired, rather than 31 January 2013?

When was the advert first aired?  Anyone?

[#7]

@christmas
I think a trip to your opticians might be a good idea! On the RHS at the top it is Broadband FAQs, below that Phone FAQs, and below them is Fibre FAQs and below that Package guides!

Quote from: christmas

Is it not possible to put the basic info or provide a link within the promo? Why bury the length of contract in the 'legal bits' which just happens to be off screen and requires scrolling down to? That indicates a mindset and corporate policy........

Oh come on, it's hardly buried away! The information is there about Contract lengths or No Contract, pricing and links to more details about pricing and what a low cost area is etc. Just look at the amount of information that is there. Of course you can't get all that into the main part of the advert - the idea of which is to be eye catching. Do you normally sign up to things without reading the detailed information or Ts&Cs? Then if you are daft enough to do that, then that is your problem.
I have criticised Plusnet before and will do again if need be, if I see that important information is "buried away" - things that could incur unforeseen costs, at the moment I don't, but I haven't looked at every link in detail since the last update. That said I have noticed the Phone FAQs seem to have been dumbed down, not that there is any "legal" bits missing that I have yet spotted, but they don't seem to be a helpful as they could be - but when I've finished having a good look, then I'll start anew thread on that topic if need be.

[#8]

@w23
I guess December 24th if this article is anything to go by.

[#9]

and guess who went to unlimited on 19th December 

[#10]

This is what PlusNet told the ASA...

Quote

PlusNet said the offer was available to existing customers as well as new customers so the on-screen text would be amended.

Chris of PlusNet wrote...

Quote

To clarify the advert was changed to remove the reference to 'new customers only' on the 31st Jan. So if you negotiated a deal with us between then and the offer end date of the 7th Feb and weren't offered the correct deal, then please feel free to contact our Customer Options Team..

Which I assume Chris means from the 31 January to 7 February, why?
If the advert ran from December 24 then the offer must apply to all existing customers who switched from that date to 7 February 2013 ?
And finally if the offer was intended to be open to existing customers and as PlusNet told ISPReview.....

Quote

As is always the case with our ads, the script and visuals were put through rigorous checks with our in-house legal teams....

How come "New Customers Only" was there in the first place?
"New customers only"

[#11]

@OldJim
If the PlusNet advert launched on the 24 December then as a gesture of goodwill and Christmas cheer, maybe Plusnet should throw open the offer to all those existing customers who switched in December 2012.

[#12]

Quote from: Oldjim

and guess who went to unlimited on 19th December

22 Dec for me

[#13]

@Anotherone
The 5 options under 'Broadband FAQ's' have nothing to do with pricing and length of contract or specifically the packages being promoted.
Similarly the 'View Packages Guide' button links to the joys and wonders of the varies promotions not pricing or length of contract.
What's the problem with putting the link to the 'legit bits' at the top of the page, or within each promo window. Oddly each promo window manages very conviniently to have a 'Start Your Order' button, no hunting around required there.  

[#14]

Does this mean the current half price offer on unlimited BB is available for all customers too? Incidentally, this phrase "new customers". Does that mean absolutely new, or simply new to a particular service?

[#15]

@ razer... not sure about that, PN still dodging bullets here.
What I would like to know is..if it is/was open to existing customers, what about rerunning it or emailing existing customers with the offer as many will (myself included) have seen and read the 'existing customers only'  and believed it to be so, and not followed up on it.  We missed the boat because PN mislead everyone (albeit unintentionally).