topic Re: Upgrade incomplete? What do I do please? in My Account/Billing

Upgrade incomplete? What do I do please?

supernads1 — Fri, 23 May 2025 16:47:57 GMT

My current broadband contract has come to an end. The upgrades online are more expensive than comparison websites. With this in mind I took a new contract of full fibre 500 with a reward card of £75! Bonus for this would be great as the rate was actually cheaper monthly.

Once processed I got a message saying this couldn't be completed there was an error and to contact customer services. I am not one to use phones often though so wondered there was a different way.

This morning I have received an email from plusnet about my new contract and down prices along with the downloads to go with it. Except when I go my account nothing has changed in my old contract and details of this.

What do I do now in order to complete everything please? And like to do it sooner rather than later as now I am out of my 24 month contract price has increased by £20 monthly!

Thanks in advance

Re: Upgrade incomplete? What do I do please?

Townman — Fri, 23 May 2025 19:39:27 GMT

This is best addressed by contacting support. What is your disinclination to use the telephone? If you are hard of haring, see Hearing - accessibility needs | Help | Plusnet

Re: Upgrade incomplete? What do I do please?

supernads1 — Fri, 23 May 2025 20:41:45 GMT

Thank you for your reply. Unfortunately the sob story I am paralysed, hard of hearing and of slow speech so calling can become very impossible. I do try to do everything online and support around me can be limited. Thank you anyway and if this is the only option I may have to get someone else to call on my behalf or cancel. Thanks again

Re: Upgrade incomplete? What do I do please?

Townman — Fri, 23 May 2025 21:47:57 GMT

I will escalate this.

Re: Upgrade incomplete? What do I do please?

LexLex2020 — Sat, 24 May 2025 09:15:39 GMT

@supernads1,

Good morning, I hope this message finds you well.

Looking into the account I cannot see that any upgrades have gone through, not even a pre-contract information email.

The upgrade will need to be put through again, thank you for making us aware of the vulnerabilities.

I would put the upgrade through for you again however I don't have the ability to as us forum users aren't trained on contracts and upgrades.

I would recommend either calling with someone who can speak along side you, or trying to put through the upgrade again online.

If you need any additional support with this feel free to come right back and we will get back to you as quick as we can.

Please let me know if I missed anything.

And sorry for the trouble.

Thanks, Lex