topic Re: Focus 3. Answers? Questions! Questions? Answers! in Broadband

Focus 3. Answers? Questions! Questions? Answers!

greygit — Fri, 12 Aug 2022 00:03:32 GMT

Question 224492111

Sender: support@plus.net

"We estimate your broadband speed should be between 1.5Mb and 3.5Mb and your minimum guaranteed access line speed is 0.2Mbps"

Why is the minimum guaranteed speed so low compared to the estimates?

What would be the minimum guaranteed speed be should I upgrade to VDSL?

"Unlimited broadband service: �2.80 per month for 18 months then �18.56 per month
Line rental: �23.19 per month
Unlimited UK & Mobile Call plan: �10.28 per month
Total �36.27 per month for 18 months on a new 18 month contract"

Why was I billed £46.21 on the last invoice? Why was I charged £47.51 on the previous invoice?

Re: Focus 3. Answers? Questions! Questions? Answers!

Shep41 — Fri, 12 Aug 2022 08:34:34 GMT

With speeds so low, this may Indicate a fault somewhere .
As to speeds via VDSL, try putting your phone number into the link provided.
https://www.broadbandchecker.btwholesale.com/#/ADSL
This should tell you what speeds are available by FTTC..

Re: Focus 3. Answers? Questions! Questions? Answers!

Dan_the_Van — Fri, 12 Aug 2022 09:35:24 GMT

@greygit

You've already posted this thread https://community.plus.net/t5/Broadband/Bridge-tap/td-p/1881115 about bridge tap, has it come to a conclusion as the thread has become inactive.

I'd suggest you raise a call and get someone to check your line if you haven't already.

https://www.plus.net/help/report-a-problem/

Need plusnet to look at your billing question

Dan.

Re: Focus 3. Answers? Questions! Questions? Answers!

Gandalf — Tue, 16 Aug 2022 13:44:41 GMT

I've fixed the discounts for you moving forward and I've added a credit to cover the overcharges on previous bills. The credit will go towards your next bill in September. I'm really sorry for what has happened.

Re: Focus 3. Answers? Questions! Questions? Answers!

greygit — Tue, 16 Aug 2022 22:21:27 GMT

@Gandalf

TYVM. I waited a billing cycle to see whether any automated remedial actions would be activated. Hopefully any billing issues between PN and their suppliers are as quickly resolved. I won't digress any further.