Terms and Conditions Update FAQ - September 2009
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Service
Keywords: Terms | Condtions | Cessation | 0870 | 0845 | house | move
Summary: FAQ for the Terms and Conditions updates made during September 2009
We've recently emailed you to tell you about some changes to your Plusnet services. Ofcom, the industry regulator, has issued a ruling about call charges which states that 0870 numbers should be charged at the same rate as calls to numbers starting 01, 02 and 03. At Plusnet, we're going one step further and we'll be adding 0845 as well as 0870 calls to your inclusive call time. For Talk Anytime customers this means you’ll get 0845 and 0870 calls included at no extra charge (subject to a maximum call duration of 60 minutes, just like your other inclusive local and national calls, exclusions apply). For Talk Evenings & Weekends customers you'll get 0845 and 0870 calls included after 6pm on weekdays and all weekend. For customers on older phone products we'll be including 0870 calls, but 0845 calls will continue to be chargeable. Find out more about our updated Home Phone products For calls which are made outside your inclusive minutes we're changing the set-up fee from 8p to 9p per call. All local, national, international, 0870 and 0845 calls which are included in your anytime or evening and weekend calling plan will not incur any set-up fee. Ofcom has also issued guidance to broadband providers to simplify additional charges. As a result we are making some changes to our customer notice and commitment periods. Firstly, we're reducing the notice required to end our service to 10 days for broadband and phone. This is currently 30 days. Previously we had 18 month contracts on our 'Value’ and 'Unlimited' products which meant that if you left before the 18 month contract ended, you would have been liable to pay an early termination charge which was calculated as any outstanding subscription charges until the contract end date We have now changed our policy so that there are no early termination charges, but if you leave Plusnet in your first 12 months after receiving a free set-up, router or house move, we’ll charge you the full price for these. If you remain with Plusnet for 12 months after receiving a free set-up, router or house move these prices will be waived. You can also choose to pay for any of these up front if you want more flexibility. Back in October last year we introduced a cessation charge which was passed onto us by our suppliers. This charge is only payable if you completely cancel your broadband service - so in most cases this doesn't need to be paid, as people tend to use a migration code (MAC) to migrate to another broadband supplier. Due to supplier price increases in May, we now need to increase this fee, so it's changing from £20 to £25.
1.When will these changes happen?All of these changes will be effective from 22nd October 2009. [Top]2. Where can I see my new Terms and Conditions?You can see the new terms here. [Top]3. Are 0845/0870 calls included at all times for all products?
4. Are all 0845/0870 numbers included?Calls to indirect access numbers (like services that use a calling card, for example) and dial-up Internet access are excluded). [Top]5. How does the new notice period affect me?The new notice period reduces the standard 30 day notice period to 10 days. This means if you are leaving our services in most cases you'll pay us less when you leave (a broadband migration typically completes inside 10 days). [Top]6. Why are you increasing the cessation charge?The cessation charge is applied by our suppliers whenever a broadband service is ceased without customers using a recognised migration access process. Find out more in our guide to Cessation Charges. The charge to Plusnet from our supplier was increased in May 2009, and we've absorbed the increased cost so far. However, we do need to pass these costs on where they apply in order to keep our prices competitive. Most customers don't pay this, as the majority of people who leave our service migrate to a new supplier with a migration code. Note: The above cessation changes apply to both residential and business customers. The rest of the contract changes contained in the FAQ's do not apply to business customers. [Top]7. Are other suppliers increasing their charges too?Some other suppliers pass on the cost of a cease directly to customers, and have been charging the higher cost for a few months now. [Top]8. What charges do I have to pay if I cancel my broadband?If you leave Plusnet in your first 12 months after receiving a free set-up, router or house move, we will charge you the full price for these. If you remain with Plusnet for 12 months after receiving a free set-up, router or house move the payment for these will be waived. [Top]9. I've just signed up for free hardware and activation on an 18 month contract, how am I affected?You have the option to pay upfront for your set-up (£30) and router (£20 for a wired router and £40 for a wireless router) and leave without penalty or if you stay with us for a year from when you receive these we'll waive these prices. [Top]10. I'm on an older product, but have recently signed up for another 12 months on a special offer, how am I affected?If your new offer included set-up, a router or a house move which you were not charged for and you stay with Plusnet for 12 months, we won't charge you for these if you leave. [Top]11. I'm moving house, how am I affected?When a customer moves house it costs us £65 to re-install the broadband, so if you move house and stay with us for 12 months after the move, we'll pay this for you, or if you would like more flexibility you can choose to pay this price upfront. This policy is subject to fair use, so if you're moving house several times in a year we may need to ask for a contribution to the cost. If you're moving your Home Phone service, in most cases we'll cover the cost of this, but sometimes engineering work might be required, so in these instances we may need to charge. [Top] |
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