Plusnet to increase broadband charges from June

Nyree Stewart
9 April 2018

Plusnet has confirmed it is making “a very small increase on what we charge” for some services from 5 June, including some broadband packages, call charges and early termination charges.

Affected customers are currently being notified of the changes, including a £1 increase in the cost of the following monthly broadband packages and subscriptions: 

·     Plusnet Essentials

·     Plusnet Essentials Fibre

·     Plusnet Extra

·     Plusnet Extra Fibre

·     Plusnet Unlimited

·     Plusnet Unlimited Fibre

·     Plusnet Value

·     Plusnet Value Fibre

·     Unlimited

·     Unlimited Fibre

·     Unlimited Fibre Extra

The price increase will apply to customers who signed up to Plusnet before 4 March, and those who sign up after this date and re-contract or carry out a product change before 5 June. 

The monthly line rental cost will remain the same at £18.99 a month.

Plusnet is also increasing the price of its call set up fees and price per minute calls to both landlines and mobiles. The set-up fees will increase by 1p, while calls to landlines will rise by 0.96p and calls to mobiles will go up by 0.35p. 

However, it has announced the Caller Display feature, which currently costs 99p a month, will become free of charge from 5 June. 

Customers who already have Caller Display will continue to pay the charge until 5 June, after which it will appear at £0.00 on the next bill. If it forms part of a bundled features package, customers will automatically be moved to a lower bundle, so they are not paying for a free feature. 

A spokesperson for Plusnet says: “We take the decision to increase our prices by any amount seriously, and only after thorough consideration. We only do so when we are confident the improvements this will allow us to make, will definitively benefit our customers. One example is an imminent expansion of our Yorkshire-based HQ to house an additional 200 advisers.

“In order for us to continue to invest in, and improve our customer experience and products, we unfortunately need to make a very small increase on what we charge for some services. We wouldn’t do this if we didn’t believe it would allow us to improve the products and services we offer customers.” 

However, Plusnet has confirmed that customers can cancel their contract for free if they are concerned about the price rise. 

The spokesperson says: “Naturally we’re sorry if any of our customers want to leave, but if they call us within 30 days of receiving their price rise notification, they will absolutely be able to leave us without paying a penalty for finishing their contract early.”

Customers who do not cancel within 30 days but later decide to do so, should be aware that Plusnet is also changing its early termination charges – the price customers pay to terminate their contract within the minimum term – which will be calculated based on the service and the amount of time remaining on the contract. 




In reply to by anonymous_stub (not verified)

This price increase seems wrong for anyone who contracted to take broadband from Plusnet on the basis of a fixed rate for a specific period. They initially offered me 18 months at that rate, although I only wanted and agreed a contract for 12 months - but they are now purportedly increasing the rate after only four months, claiming that an obscure clause in their standard terms (amongst the other Ts and Cs which they read out during the discussion but never sent me) 'legitimises' their imposing such an increase at any time. I've been a Plusnet customer for several years but had only seen them previously announcing proposed price increases, to take effect when one negotiates terms for one's next contract period. They haven't offered any refund on the remaining months for which I'd prepaid my telephone line rental, so I'm locked in. I don't think that the increase is legal. Fixed rate contracts for power etc can't be altered like this, so the broadband suppliers should have to abide by the fixed rate for the fixed term that they agreed initially. Their inducing people to contract with them for a fixed rate contract and then increasing the rates during the contract term seems fraudulent.OK, it's only £12 a year - but the principle is important. If one once lets a supplier get away with cheating their way out of a fixed-rate contract for a fixed term like this, then there's no scope for arguing the legality of it if they do it again - as they undoubtedly will.

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