Line Rental Saver penalty due to unilateral contract change

[#1]

Hi Plusnet,

As a happy Plusnet customer for the past six years I was very disappointed to receive the email last week advising me that my 40/20 service will be shortly dropping to 40/10.

I spoke to Customer Services to see what, if any, options might be available as the upload speed is an important component of my usage requirements. Unfortunately the only option available was to move to a 80/20 package but this would cost an extra £5 per month however I am not will to pay extra merely to maintain the level of service I signed up to (I recognise the increase in download speed but that is not required).

Given the circumstances I reluctantly opted to cancel my service with you. I was, however, rather taken aback with the revelation that I would have to forfeit the Line Rental Saver that I had paid up front (and which I am not even half way through). Can you confirm this is the case? It seems rather unfair that I should suffer this penalty given that the reason for cancelling is a unilateral change in the contract that we both signed up to. Is there really no wriggle room, if only to honour what I consider a moral issue regardless of what the terms and conditions might say?

Regards,

Mathew

[#2 · Accepted solution]

Just had a callback from customer services and, thanks to some most welcome pragmatism, we have reached a mutually acceptable solution (and, yes, I'm pleased to say I'm staying!). You've redeemed yourselves Plusnet, but it is still unfortunate that I had to kick up a fuss for this to happen!

[#3]

Sorry to hear you had to kick up a fuss, but I'm glad to hear we've reached a mutually acceptable solution and that you'll be staying.