Ofcom rules about changes in pricing

[PapaLazaru]

Here - http://ask.ofcom.org.uk/help/services-and-billing/conchange

So, I am with Plusnet who emailed me in July about an impending price increase in my line rental for August, which I recently got billed for, just the other day. The email stated I have to tell them if I wanted to leave within 30 days of the email.

Now I did not read it until I noticed my bill has gone up and so called them tonight to ask to leave, which they have refused as it is over 30 days.

Can they do this as there is nothing, certainly nothing clear on the Ofcom page that I must terminate within 30 days, just that they have to give me 30 days notice of the increase.

Is this right and are Plusnet wrong, or am I reading it wrong?

 

[thenewoc]

Well that ofcom guidance doesn't say you have to exit during the 30 day notice of a price increase. I think you would need to pay the higher price once the notice term prior to the increase has expired but it is them that have chosen to alter the terms of your contract so you should still be able to leave without penalty.

Speak to them again and direct them to the ofcom guidance. If it is not possible then ask for them to put it in writing that they are refusing to release you from your contract so you can log a complaint with ofcom.

If you don't get anywhere with the 1st call handler at ISP then request it to be escalated to a supervisor and take names, dates and times, each time ask for the matter to be escalated and the situation isn't as you understand it to be, is not in line with new ofcom guidance on this matter which you can direct them to.

It's about time ofcom brought this up as there's a lot of this going on at the moment.

 

[PapaLazaru]

Thanks for that, I will keep trying.