topic Re: Why can I only renew to an upgraded plan?? in My Account/Billing

Why can I only renew to an upgraded plan??

aharris71455 — Tue, 04 Feb 2025 15:48:14 GMT

I've been with PlusNet for a number of years now and have increased my broadband package over the years to the Full Fibre 500mb that currently costs £37.76 although this is due to increase to £40.18 per month.

I've got two questions if anyone could help with.

1) I'm coming out of my contract in 5 months and when I look to renew my broadband package online I don't get the offer to renew on my existing Full Fibre 500, I only have the option to move to Full Fibre 900. I don't want to go to Full Fibre 900 as the 500 is sufficient.

2) The second question is relating to the cost of Full Fibre 500, I will be paying £37.76 shortly but looking at the other options I've noticed that if I was a new customer I could get Full Fibre 500 from PlusNet at £36.99 (after the upcoming increases). I was under the impression that you cannot charge existing customers any more than new customers and this obviously not the case.

Although we're only talking pennies I know I have a bugbear of being taken advantage of regardless of the amount involved.

Unless I can get this sorted I think I'll be moving elsewhere.

Re: Why can I only renew to an upgraded plan??

Townman — Tue, 04 Feb 2025 15:55:18 GMT

Is this just a matter of scrolling down the page?

I have just taken a look at upgrades and find (oddly) that the options are listed as follows...

That said the best deals are invariably obtained by calling COTS

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 or 0800 079 1133(from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

Re: Why can I only renew to an upgraded plan??

Baldrick1 — Tue, 04 Feb 2025 15:56:32 GMT

Moderator's note:
Thread moved from Broadband to My Account/Billing

Re: Why can I only renew to an upgraded plan??

jab1 — Tue, 04 Feb 2025 15:59:30 GMT

I know @Townman beat me to it, but I'll post what I was composing anyway:

@aharris71455 As I'm not a PN customer any more, I would see different options to you, but if you wanted to renew in five months time on the FF500 package you have now, I would suggest you gave COTS (the Customer Options team on 0800 013 2632) a call and see what price you could negotiate.

Re: Why can I only renew to an upgraded plan??

aharris71455 — Tue, 04 Feb 2025 16:08:01 GMT

No, I've checked on numerous occassions and also scrolled all the way to the bottom.

I'm simple not offered any other packages as a renewal only an upgrade that I don't want.

I'm not one for haggling and would like to have thought PlusNet would have offered me the best deal they had, if this isn't the case then I'll just go elsewhere.

Re: Why can I only renew to an upgraded plan??

jab1 — Tue, 04 Feb 2025 16:15:59 GMT

@aharris71455 I don't know the policy now PN are merely a BT 'brand', but I was always able to negotiate a better deal than new customers when I was here - and for a 10 minute (or less) phone call it was a lot easier than starting from scratch with a new provider.

Re: Why can I only renew to an upgraded plan??

MisterW — Tue, 04 Feb 2025 16:20:46 GMT

AFAIK you will only see prices for 'upgrades' until you are close to the end of the existing contract.

Re: Why can I only renew to an upgraded plan??

outcast — Tue, 04 Feb 2025 17:50:35 GMT

@aharris71455 wrote:

... like to have thought PlusNet would have offered me the best deal they had,

if this isn't the case then I'll just go elsewhere.

@aharris71455

Have you checked whether you can get 500Mbps FTTP from an AltNet infrastructure such as CityFibre, because if available could improve your options in finding an ISP that offers the speed you are looking at for less than £40/month, plus you'd likely get symmetrical upload speed.

Re: Why can I only renew to an upgraded plan??

aharris71455 — Tue, 04 Feb 2025 17:55:01 GMT

CityFibre don't cover our area yet unfortunately.

Re: Why can I only renew to an upgraded plan??

outcast — Tue, 04 Feb 2025 18:00:21 GMT

... any other AltNets ?

What telephone exchange area, or postcode, or village/town/city, are you in ?

Re: Why can I only renew to an upgraded plan??

MisterW — Tue, 04 Feb 2025 18:34:19 GMT

@aharris71455

I'm not one for haggling and would like to have thought PlusNet would have offered me the best deal they had, if this isn't the case then I'll just go elsewhere.

they will when you are within 1-2 months of your contract end