Reply to my review (annier)by Satta

[#1]

Very happy to, it's a predictable story though, at least so far. Despite everything that's gone on and been said, I have an offer of no charge for 1 month of broadband to realign the contract to March renewal for both, and basic broadband and line rental for £19.99 a month, if I pay all my line rental upfront. So basically charging me more than they are offering new customers despite using Line Saver. Not much of an incentive to continue several years loyalty so I don't mind sharing my story. Needless to say I am currently looking at all my options, and there seems to be quite a few that are more appealing than that. It's a shame, I used to like Plusnet but I'm afraid I don't feel they've "done me proud".....quite a long way from it. Perhaps its time for a new advert too.

[#2]

Hi @jimandjemima

Something doesn't sound right. If you agree a cost of £19.99 for broadband and line rental, then pay line rental saver, you'll just be paying £1 per month for your broadband connection for the duration your line rental saver is active.

If you want I'll be happy to arrange a call back from our customer options team for you?

Feel free to PM me the best contact number and rough time if you'd like to go ahead.

[#3]

Line Rental Saver @ £197.88 equates to £16.49 per month line rental and £3.50 per month basic broadband amounts to £19.99 per month for phone line and broadband

[#4]

The total cost of broadband and line rental isn't worked out like that I'm afraid.

If you've been given an offer of £19.99 then this will be £18.99 line rental and £1 broadband.

If you choose to pay line rental saver, then for the duration of the 12 months you'll be paying £1 broadband. Line rental saver isn't linked to the contract term on your account, it's independent of that.

[#5]

If I'm paying the equivalent of £19.99 month then that's what it is. You can call it what you like, you can break it down in any number of ways but it's still £19.99 per month for me.

[#6]

Unless I've misunderstood you, not really. If you pay line rental saver then you'd effectively be paying £17.49 per month because the monthly value of line rental saver is £2.50 less than the monthly rate of line rental.

[#7]

Really this is getting boring. £197.88 (LRS) divided by 12 is £16.49 if we add this to £3.50 (Broadband rate offered) we get £19.99. I don't care how you choose to break this amount up because it is what it will cost me or rather what it would cost me should I choose to lock myself into this scenario for another 12 months.......a prospect which is getting less and less likely by the minute

[#8]

Thanks for the clarification.

Sorry it looks like I was mistaken and assuming the offer you were made of £19.99 was before line rental saver.

Again happy to arrange a call back if you like?

[#9]

Always happy to speak to someone but only if they have something sensible to say. In the meantime I'm setting aside some time today to look more closely into other options

[#10]

Hello @jimandjemima,

Thanks for getting back to us. I have updated your ticket with further information here, if you could reply at your early convenience that would be great.

Thanks.

[#11]

As I have said I am contactable on my landline for the next hour or after 5pm today

[#12]

Great, I've passed your information along to our Customer Options team for a callback today after 5pm on your landline number.

Please do let us know how you get on.

[#13]

Well if I've gone you'll know 😉

[#14]

So, in all evening and no calls. Well done Plusnet. I can’t decide whether it’s spectacular inefficiency or just rude. Either way it’s remarkably unimpressive.

[#15]

I only wish I could say I was surprised.

Get ready for another stream of apologies.