Friday 31st October 2014 Login | Register

Plusnet Unlimited/Essentials FAQ - December 2012

2012 at 17:30 by Bob Pullen

This FAQ has been written in conjunction with the announcement here and is designed to help answer questions from existing customers about Plusnet’s new Unlimited and Essentials broadband and fibre packages which were made available December 19th 2012.

For any questions that aren’t answered below, please ask over on our Community Site Discussion forums.

This FAQ is likely to be updated over time as more questions are asked by the community.

How much do the new products cost?
How are the new products traffic managed?
Do the Unlimited products have a fair usage policy?
Does the Essentials product still allow free usage between Midnight & 8.00am?
Will I be moved to one of the new products automatically?
Is my monthly subscription going to increase/decrease?
How do I request an account change?
Can my account type be changed before my next billing date?
Do I have to agree to a new contract?
I’m already part way through an annual/18 month contract, can I still upgrade?
I’m currently receiving a promotional/retention discount. Will I lose this when changing to one of the new products?
Will I keep my referral discounts?
I’m using ‘extras’ that aren’t offered any more e.g. webspace, fax-2-email, hosted domains. If I request an account change will I keep these extras?
I have a static IP address, will I keep this if I request an account change?
Do I get a new router if I upgrade?
How much does the router cost?
Ive signed up but my service isn’t activated yet, can I switch to one of the new products?
I requested an account change recently but it’s not going to complete until my next billing date. Can I cancel this request and move to one of the new products?
Can I take advantage of the half price special offer?
Is the Pro add-on still available?
If I pay extra for the non-contract option then what happens after a year? Will I be charged the lower rate?
If I choose an annual contract then what happens after 12 months? How much will I pay each month and is the contract renewed?
Will you be emailing customers to let them know about the new products?
Do the new products extend to other Plusnet brands, e.g. Madasafish and Metronet?
Is there a penalty for leaving/cancelling before the end of a contract?

How much do the new products cost?
Prices start from £5.99. The actual price you will pay depends on the product you are interested in (Essentials or Unlimited, fibre or non-fibre), the contract length you chose and whether or not you are in one of our low cost areas. This has been kindly summarised by the guys over at ThinkBroadband and can be seen in the product matrix here.

How are the new products traffic managed?
Details about traffic management can be found over on our website. We’ve also published a blog to explain how traffic management works on the new Unlimited product.

Do the Unlimited products have a fair usage policy?
No.

Does the Essentials product still allow free usage between Midnight & 8.00am?
Yes.

Will I be moved to one of the new products automatically?
No. You will remain on your current product and will continue to receive the same service unless you request an account change.

Is my monthly subscription going to increase/decrease?
No, we are not changing existing customers’ subscription costs unless you explicitly request an upgrade to one of the new products.

How do I request an account change?
You can upgrade to one of the new products by logging into our website and requesting an account change here. The change will be scheduled for *your next billing date*.

Can my account type be changed before my next billing date?
No.

Do I have to agree to a new contract?
If moving to an ADSL/Up to 16Mbps product then you are given the choice between annual contract/no contract. You will pay more each month if you choose the no contract option. All upgrades to one of the new fibre products will start a new 18 month contract.

I’m already part way through an annual/18 month contract, can I still upgrade?
Yes, you will be released from any existing contract and a new contract started based on the terms you agree to when upgrading.

I’m currently receiving a promotional/retention discount. Will I lose this when changing to one of the new products?
Yes, any promotional discount will be removed as part of the account change journey.

Will I keep my referral discounts?
Yes. Any referral discount you receive will be carried across to the new account type.

I’m using ‘extras’ that aren’t offered any more e.g. webspace, fax-2-email, hosted domains. If I request an account change will I keep these extras?
Yes, any legacy product features will be carried across to the new account type.

I have a static IP address, will I keep this if I request an account change?
Yes, although in a small number of cases we will need to assign you a new IP address.

Do I get a new router if I upgrade?
This depends on the equipment you currently have and the product you are moving to e.g. If moving from an old ‘Up to 8Mbps’ product to an ‘Up to 16Mbps’ product then a router will be offered. You can find out if you’re eligible for a router by completing the first few stages of the account upgrade process.

How much does the router cost?
The router costs £40 but is provided free as part of a contract. There is a £5.99 postage and packaging charge.

I’ve signed up but my service isn’t activated yet, can I switch to one of the new products?
Yes but you will need to wait for your service to become active before requesting the account change.

I requested an account change recently but it’s not going to complete until my next billing date. Can I cancel the account change and move to one of the new products?
Yes. Please contact us using the Help Assistant available on our website to request this.

Can I take advantage of the half price special offer?
Sorry, the promotional offer is only available to new customers.

Is the Pro add-on still available?
It can be requested via the add-ons page when logged into our website. The benefits of the Pro add-on are minimal for customers choosing one of the new Unlimited products due to the way traffic on the product is managed.

If I pay extra for the non-contract option then what happens after a year? Will I be charged the lower rate?
No, you will continue to pay the same price each month.

If I choose an annual contract then what happens after 12 months? How much will I pay each month and is the contract renewed?
There will be no change to the price you pay each month and the 12 month contract will not be renewed.

Will you be emailing customers to let them know about the new products?
We have a number of marketing activities planned over the coming weeks/months, including a new TV ad campaign. We have no plans to send a blanket email to customers.

Do the new products extend to other Plusnet brands, e.g. Madasafish and Metronet?
The new products are only available to Plusnet, Force9 and FreeOnline customers however Madasafish and Metronet customers are free to migrate to a Plusnet product. Customers wishing to do this should contact support via the usual channels.

Is there a penalty for leaving/cancelling before the end of a contract?
Yes. This depends on your product and the remaining term of your contract. For more details please refer to our price guide here.

[ TOP ]

bobpullen

This entry was posted by Bob Pullen on Tuesday, December 18th, 2012 at 5:30 pm and is tagged with . You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.


Comments are closed on this post.

Plusnet Referrals

Photos

photo photo photo

View More

Forums

Users online: 283

  • Total Topics: 131391
  • Total Posts: 1162666
  • Total Members: 27415

Visit the Forums

Plusnet

Force9

Metronet

Free-Online

Madasafish

PAYH

Just The Name

Related Sites

Community Apps

Here at Plusnet we're always trying to use clever open source things to make our lives easier. Sometimes we write our own and make other people's lives easier too!

View the Plusnet Open Source applications page

About Plusnet

We're a Yorkshire-based provider selling broadband and phone services to homes and businesses throughout the UK. Winner of the ISPA 2010 'Best Consumer Customer Service ISP' Award, we're proud to offer the UK's best value standalone broadband.

© Plusnet plc All Rights Reserved. E&OE

Community Site News.. is powered by WordPress

Add to Technorati Favourites