topic Re: Plusnet Service/Information in My Account/Billing

Plusnet Service/Information

jeff-gaines — Fri, 05 Jun 2026 09:05:43 GMT

I have recently signed up to a new contract with Plusnet whereby I lost my landline, get 11 Mb/s (instead of the 30 Mb/s I got 4 years ago) and it costs a pound or so more each month.

To cap it all I have just been told I will be billed for the new Plusnet Hub Two I was sent despite the fact I already had one.

Today I just checked my "deals" and have been offered a contract in accordance with the attached picture for £1 a month less.

Why do Plusnet make offers like this that their record show they can't make good on?

It is impossible to get in touch in writing with them now as well, I would have to spend half a day holding on the 'phone line.

If I proceed with their offer can I hold them to providing the service they says is available?

Re: Plusnet Service/Information

jab1 — Fri, 05 Jun 2026 09:17:50 GMT

@jeff-gaines Are you actually only getting 11Mb/s? If so, that will almost certainly be due to a network fault which needs rectifying. Can you attach your routers Technical Log - Information page, and the output from https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome - obscuring personal details from both.

I would query the Hub delivery charge - again - as you didn't need it and they shouldn't have sent it.

Re: Plusnet Service/Information

PhilipHeyes — Fri, 05 Jun 2026 09:19:07 GMT

A download of only 11Mb would appear to be below the expected minimum 16.6 i.e.in the hand back zone.

Check the Line Sync speeds to ensure there is not Wi-Fi issue at play ( e.g. a Wi-Fi repeater can halve the speed )

Re: Plusnet Service/Information

pvmb — Fri, 05 Jun 2026 09:24:25 GMT

@jeff-gaines wrote:

I have recently signed up to a new contract with Plusnet whereby I lost my landline, get 11 Mb/s (instead of the 30 Mb/s I got 4 years ago) and it costs a pound or so more each month.

To cap it all I have just been told I will be billed for the new Plusnet Hub Two I was sent despite the fact I already had one.

There is a cost free way of sending one back: Plusnet Return Router | Recycle Router | Help | Plusnet

Re: Plusnet Service/Information

jab1 — Fri, 05 Jun 2026 09:26:24 GMT

But that will not cancel the original charge, @pvmb .

Re: Plusnet Service/Information

dvorak — Fri, 05 Jun 2026 09:36:29 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Plusnet Service/Information

pvmb — Fri, 05 Jun 2026 09:42:48 GMT

@jab1 wrote:

But that will not cancel the original charge, @pvmb .

But it surely helps! 😀

Re: Plusnet Service/Information

jab1 — Fri, 05 Jun 2026 09:46:02 GMT

It gets rid of the router, yes, but it doesn't get the money back.

Re: Plusnet Service/Information

Baldrick1 — Fri, 05 Jun 2026 09:52:14 GMT

@jeff-gaines

I’m trying to understand your post.

Is your complaint that you have recently agreed to move to SoGEA, hence giving up your landline. Having done this you have checked your account and found a cheaper option of which you were not aware? If so, one must question the age of this offer.

Regarding the speed, has it dropped since you recently upgraded? Have you actually checked the speed? You quote 4 years ago but what was the speed immediately before you recently recontracted?

The price you pay is the price quoted in the offered contract, to which you agree..

Re: Plusnet Service/Information

jab1 — Fri, 05 Jun 2026 09:54:41 GMT

@Baldrick1 Re: the speed - we really need the data I requested above to determine the issue and advise accordingly.

Re: Plusnet Service/Information

Baldrick1 — Fri, 05 Jun 2026 09:58:33 GMT

@jab1

Totally agree. We also need to know how speed is being measured. I’m trying to clarify the questions before suggesting answers.

Re: Plusnet Service/Information

jab1 — Fri, 05 Jun 2026 10:00:13 GMT

Fair enough, @Baldrick1 , but without some solid data....

Re: Plusnet Service/Information

jeff-gaines — Fri, 05 Jun 2026 11:42:30 GMT

My concerns are:

Having seen a price increase for a reduced service how can I be offered a cheaper price less than a month later?

How can this new service offer a minimum guaranteed speed 50% higher than the speed I was told was the absolute maximum less than a month later?

Why was I billed for a new hub identical to the old one, particularly as it is the same make/model?

How do I get in touch with Plusnet in writing?

In respect of speed I tried to use both the Plusnet and BT speed checker but neither worked. I used the one at https://speedof.me/ which confirmed my speed as 11.59 Mb/s, the modem shows I am connected at 11.456 Mb/s.

Re: Plusnet Service/Information

pvmb — Fri, 05 Jun 2026 11:53:53 GMT

@jeff-gaines

"In respect of speed I tried to use both the Plusnet and BT speed checker but neither worked. I used the one at https://speedof.me/ which confirmed my speed as 11.59 Mb/s, the modem shows I am connected at 11.456 Mb/s."

That seems a rather specialised speed tester, which appears to exaggerate my download speed. The "BT speed checker" passed over yonks ago now. Not sure what you mean by "Plusnet speed checker", possibly this simple one which gives consistent results: https://fast.com/

Re: Plusnet Service/Information

jab1 — Fri, 05 Jun 2026 12:01:51 GMT

@jeff-gaines Can you please supply the data I asked for above, along with a speed test - that suggested by @pvmb will do, as a guide, but for any serious response to be offered, we need solid, checkable data.

If you do not help us to help you, we can't.

Re: Plusnet Service/Information

jeff-gaines — Fri, 05 Jun 2026 12:16:26 GMT

The fast.com speed check shows 10 Mb/s. The Plusnet speed check is at http://www.mybroadbandspeed.co.uk/ but seems to have given up the ghost.

Re: Plusnet Service/Information

jab1 — Fri, 05 Jun 2026 12:25:43 GMT

@jeff-gaines if you want help, please, as I have said before, provide the information I asked for. You have a problem, but we need that data to determine where the problem is, and suggest remedies.

Re: Plusnet Service/Information

jeff-gaines — Fri, 05 Jun 2026 12:58:12 GMT

I cannot provide any more detail.

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome just flickers when I press the "Submit" button.

I have no idea what a technical log is I'm afraid.

Re: Plusnet Service/Information

jab1 — Fri, 05 Jun 2026 13:07:07 GMT

OK. I have to go out for a while, but when I return, I will provide further detail.

Re: Plusnet Service/Information

Baldrick1 — Fri, 05 Jun 2026 14:13:35 GMT

@jeff-gaines

You have to have several different issues:

Having seen a price increase for a reduced service how can I be offered a cheaper price less than a month later?

The is standard practice in the commercial world. What with special offers, sales, marketing campaigns etc, it's not unusual for prices to vary one month to another.

How can this new service offer a minimum guaranteed speed 50% higher than the speed I was told was the absolute maximum less than a month later?

Getting to the bottom of this is why we are seeking information from the Availability Database. The link in the earlier post is working fine for me. Perhaps you could try with a different computer? Indications suggest that you may have a problem with your connection.

Why was I billed for a new hub identical to the old one

It appears to be standard practice to supply a new hub with a new service unless you ring with your order and ask for it not to be sent. To be fair, you are billed a nominal P&P charge, not the cost of the Hub.

How do I get in touch with Plusnet in writing?

As a budget provider, Plusnet do not offer contact by email or online chat.