Plusnet are cheating/lying toerags

picnic

picnic

picnic

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So I got an email from them about changes to prices. One paragraph reads

We hope you’re happy with your Plusnet services, but if you do decide to leave as a result of these changes then you can do so without having to pay any early termination fees.
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As I'm now using LitFibre I thought "great I can cancel early now and save a few pennies". Plusnet won't honour their own email. They tell me the email they send doesn't include that paragraph. So either I'm fraudulently claiming this or Plusnet's sytems are so bad they log a different email to the account's records than the one they sent. Even forwarding their message back to them they refute it.

Unhappy does not describe it.
 
What does your contract say? An error in an email doesn't nullify any terms you agreed to when you signed up for service with Plusnet.
 
Screenshot the email, they'll also have records. If that doesn't work, email the CEO and raise a complaint to get escalations to deal with it, that'll get things moving quickly.
 
Caged said:
What does your contract say? An error in an email doesn't nullify any terms you agreed to when you signed up for service with Plusnet.
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Certainly agree if making terms more strict against you, but if a company tells you in an email you can cancel the contract without termination fees because they are putting up the prices, then that counts as them loosening the T&C and I would suggest they can do that unilaterally without giving notice. And they are not saying the email was an error, they are saying it never existed in the email, which seems a strange thing to argue, as it's easily provable.

I suggest the OP goes onto the plusnet community forums and starts a thread asking if anyone received the same email.
 
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Even if the T&C prohibit this it's hardly a clever PR move to keep customers happy. I have posted on the community forum and a member of staff has offered to take a look. I'm intrigued as to what he'll find.
 
I got one of these emails as well price up by £3.46 a month "in line with inflation" contract ends June I'll be looking around before then. Yeah its not a lot in itself but with everything else going up mortgage taking another big hike this week or last its just one more thing in a long list.
 
Just to close this off. Someone from Plusnet called me and took responsibility for getting to the bottom of it. Essentially I got a templated email I shouldn't have, as a result they are honouring that email and I am closing the account without having to pay any early termination fees. Bit of agro but it's has been sorted out.
 
They're cheating and lying toe rags, but they show decent CS and allow you to close the account outside of your agreed contract, and you reward that by leaving. Bet you'll leave a negative review too. :cry:
 
I guess thats a NO then, poor show!

www.uswitch.com

Plusnet price increase 2025: what can customers do? - Uswitch

Almost all Plusnet customers will see their prices go up each year, even if you're mid-contract. Find out what you can do about it.
www.uswitch.com www.uswitch.com



"If you're currently in the middle of your fixed term, you won't be able to cancel your contract early without paying an exit fee. This price rise is baked into Plusnet's T&Cs, so you would have agreed to a CPI rate + 3.9% price rise when you signed up for your current service."
 
ChrisD. said:
They're cheating and lying toe rags, but they show decent CS and allow you to close the account outside of your agreed contract, and you reward that by leaving. Bet you'll leave a negative review too. :cry:
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I have 1000/1000 FTTP from elsewhere so I was leaving anyway, I was just waiting out my contract period. There is a slightly bitter taste in my mouth but CS did sort things out for me to my benefit.
 
Don't think they're behaving any differently to BT etc. who also do CPI+x% increases. Their mistake was to accidently send me an email letting me get out early.
 
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