My experience of Plusnet: good and bad
Hi there,
Sorry to hear that you're leaving us, thanks very much for your custom and also for your balanced and honest feedback. Please don't think I'm picking apart your post but I though it best that we respond to some of the points you've made here:
discounts and referrals are handled differently, however I know you've had issues with both. From our point of view we can't just blame the billing system, process and human error did play a part in what happened to you but rest assured lessons have been learned here. I've made sure of that
We can't do this pro-actively if there's an issue I'm afraid but we should be taking every effort to feed back to you after an issue has been reported. Let me know if your looking for more info in relation to your problems with this.
This was clearly a problematic promotion for us in some ways, again lessons have been learned and we apologise for if your expectations weren't met.
What else can I say to that apart from cheers!
So why are you going?
Again, why are you going?
In answer to your questions, the cease can be carried out at pretty much any time of day as only a date is committed to with our suppliers, nothing more specific than that I'm afraid. Also we only charge for services up to the cease date, not including that date.
As for when we take the fee, that's usually on the day of cancellation.
Sorry to hear that you're leaving us, thanks very much for your custom and also for your balanced and honest feedback. Please don't think I'm picking apart your post but I though it best that we respond to some of the points you've made here:
Quote
Quote 1. Billing system needs updating to handle discounts more efficiently, especially referral payments when another discount is present on the account.
discounts and referrals are handled differently, however I know you've had issues with both. From our point of view we can't just blame the billing system, process and human error did play a part in what happened to you but rest assured lessons have been learned here. I've made sure of that
Quote 2. Keeping customers updated as to why their referral payments are not being paid: remember that the referrers are the ones who bring new business to Plusnet.
We can't do this pro-actively if there's an issue I'm afraid but we should be taking every effort to feed back to you after an issue has been reported. Let me know if your looking for more info in relation to your problems with this.
Quote 3. M&S vouchers - need I say more. However the matter was resolved to my satisfaction.
This was clearly a problematic promotion for us in some ways, again lessons have been learned and we apologise for if your expectations weren't met.
Quote 1. These forums. Absolutely brilliant and staff here are very helpful (I'm looking at you Adam!)
What else can I say to that apart from cheers!
Quote 2. Broadband connection has been very good. OK, I'm only getting 8-9mbps compared to the estimated 13 but it seems very stable without too much latency.
So why are you going?
Quote 3. The price and contract terms. Where else could I get broadband for £11.49 without needing to sign a 12/18 months contract? Even with the cessation fee, it is still good value.
Again, why are you going?
In answer to your questions, the cease can be carried out at pretty much any time of day as only a date is committed to with our suppliers, nothing more specific than that I'm afraid. Also we only charge for services up to the cease date, not including that date.
As for when we take the fee, that's usually on the day of cancellation.
Why am I leaving?
I'm leaving this address and going back to an address where I'm currently in a contract with another provider - this was only ever a second home that I occupied for part of the year
I'm leaving this address and going back to an address where I'm currently in a contract with another provider - this was only ever a second home that I occupied for part of the year
No, you won't be charged. That rule only applies to subscription payments.
By the way you don't need to cancel the DD as we can't take one-off fees such as a cancellation fee via those means, but if you want to for peace of mind be our guest.
By the way you don't need to cancel the DD as we can't take one-off fees such as a cancellation fee via those means, but if you want to for peace of mind be our guest.
I've just received this email from Plusnet
Pretty please? I'll refer another customer to Plusnet if you like? (Or maybe not 'cos then it'll be 12 months discount I'll ask for)!
Can I be really cheeky please? Would it be possible to "store" the discount on my account until the end of September/start of October when I'll be needing a landline in London?
Quote You're only one person away from getting a year of free broadband
We can see that you've now recommended us to two people, which means that you only have to sign up one more person to get a year of free broadband.
Pretty please? I'll refer another customer to Plusnet if you like? (Or maybe not 'cos then it'll be 12 months discount I'll ask for)!
Just spoken to someone. The £16.98 is being refunded and a request will be raised for payment of the £8 referral fees that were deducted from the invoice. He also took the £25 cessation fee. 