topic Re: Misleading full fibre promise in Full Fibre

Misleading full fibre promise

olih1 — Sat, 21 Feb 2026 14:23:11 GMT

Plusnet Full Fibre Promise says you can upgrade to full fibre as soon as it is available in your area. It is now available in my area but not with Plusnet. I did not know there are different companies putting in the full fibre cables and the broadband providers don’t work with all of them. So, Plusnet are charging me to get out of a new contract (a few weeks past cooling off period ended) which I would not have signed if I knew they weren’t gonna get me on the cables I could see being put in. Have spoken to a manager who has listened to the phone call where I mentioned fibre cables going in and that I would want to change as soon as possible but was not told these were not Plusnet cables.

I really think I should have been made aware that Plusnet will only let you upgrade to full fibre for free when it is available through them and they cannot supply through all fibre cables. Not what is stated in the Full Fibre Promise at all!

Re: Misleading full fibre promise

jab1 — Sat, 21 Feb 2026 14:42:25 GMT

Silly question, but when you agreed the new contract with PN, did you check that Openreach (whose network PN use) were installing Full Fibre in your area?

Re: Misleading full fibre promise

olih1 — Sat, 21 Feb 2026 14:55:25 GMT

I did not know that there were different fibre broadband networks being installed. There has only ever been one phone line, electricity line and water supply to my house so I assumed this would be the same. Really think I should have been made aware of this when I was on the phone renewing my contract.

Re: Misleading full fibre promise

jab1 — Sat, 21 Feb 2026 14:57:18 GMT

Did you ask, though? The PN agents are not mind readers.

Re: Misleading full fibre promise

olih1 — Sat, 21 Feb 2026 14:59:46 GMT

Do you work for Plusnet?

Re: Misleading full fibre promise

jab1 — Sat, 21 Feb 2026 15:00:37 GMT

NO I don't.

Re: Misleading full fibre promise

Baldrick1 — Sat, 21 Feb 2026 15:08:15 GMT

Moderator's note: Duplicate post removed

Re: Misleading full fibre promise

PhilipHeyes — Sat, 21 Feb 2026 15:24:25 GMT

Plusnet are in the same ISP group as BT/EE/Openreach

Use the link below to see if there is an openreach fibre availability estimate for your street.

https://www.openreach.com/fibre-checker

Re: Misleading full fibre promise

Baldrick1 — Sat, 21 Feb 2026 15:32:45 GMT

@olih1

Your best bet is to make a formal complaint. See: https://www.plus.net/help/legal/complaints-code-of-practice/

Re: Misleading full fibre promise

markhawkin — Sat, 21 Feb 2026 16:55:49 GMT

So, who is installing fibres?

Re: Misleading full fibre promise

olih1 — Sat, 21 Feb 2026 17:01:10 GMT

City Fibre. I guess a quick google would have shown me that Plusnet do not work with them but I had no idea that was even a possibility. Moving to another company so I can get on that network asap and bypass the ancient copper wire running through my garden. Just would be nice not to have started a new contract with Plusnet…

Re: Misleading full fibre promise

RealAleMadrid — Sat, 21 Feb 2026 18:01:22 GMT

@Baldrick1 I don't see any grounds for a complaint, the full fibre promise depends on an Openreach FTTP service being available. Unfortunately the OP's error was to assume other fibre networks could be used by Plusnet.

Re: Misleading full fibre promise

olih1 — Sat, 21 Feb 2026 18:46:31 GMT

Well, so it seems…. Should really be an asterix that says that on the advert shouldn’t there? Reading the advert as is, I was misled!

Re: Misleading full fibre promise

HPsauce — Sat, 21 Feb 2026 19:06:09 GMT

This wording is on PlusNets web site, it says nothing about WHO can supply Full Fibre, nor does it define or limit it:

Plusnet’s Full Fibre promise

Full Fibre is rolling out across the UK. If you can’t get it just yet, don’t worry.

I think you have a good basis for a complaint. 👍

A footnote also says:

Full Fibre is also broadband only, so doesn’t need or provide a phone line service. This package uses the latest fibre technology which runs direct to your home.

Full Fibre is so new it’s not available everywhere just yet. The good news is, when you sign up to a Fibre package you can easily upgrade to Full Fibre when it becomes available in your area.

Re: Misleading full fibre promise

PhilipHeyes — Sat, 21 Feb 2026 19:25:01 GMT

The above post is very important. Read it carefully.

The switch from Plusnet ADSL or FTTC to FTTP is not a like for like upgrade to faster internet.

Depending on the state of your service, you will loose the land line telephone, you may also loose your email accounts.

Re: Misleading full fibre promise

jab1 — Sat, 21 Feb 2026 19:30:01 GMT

@PhilipHeyes If you upgrade your service to FTTP - WITH Plusnet, you do not lose your email service.

Re: Misleading full fibre promise

quelquod — Mon, 23 Feb 2026 09:56:29 GMT

It’s never occurred to me before but I DO think that PlusNet’s advert IS unintentionally misleading. It doesn’t define which fibre supplier PN is willing to work with. In the past no one ever asked whether you had a BT telephone line or some other and it is something new to ask whether it’s BT’s (Openreach’s) fibre being supplied in your area before signing up to a contract. IMHO since they don’t define what they refer to as fibre, and it’s reasonable to assume that they therefore mean ANY fibre, they should carry any of the OP’s costs as he’s been misled. Worth escalating IMHO.

Just as a matter of interest, are there any instances (Virgin aside) of several fibre providers serving the same area?

Re: Misleading full fibre promise

jab1 — Mon, 23 Feb 2026 10:06:10 GMT

Just as a matter of interest, are there any instances (Virgin aside) of several fibre providers serving the same area?

Yes - I have at least one more.

Re: Misleading full fibre promise

ModelCitizen2 — Tue, 24 Feb 2026 08:51:27 GMT

The OP was not aware there was more than one fibre infrastructure provider. Plusnet have a duty to check that it is BTOpenreach that are supplying the fibre before taking the order. This is what the Plusnet operative did when I made an order to upgrade to fibre yesterday. It seems the operative she dealt with forgot to do this.

If Plusnet were a decent company they'd admit their mistake and refund the customer.

Things were so much simpler before privatisation when we had a single state-owned telecommunications company run for the benefit of the country.

Re: Misleading full fibre promise

olih1 — Tue, 24 Feb 2026 09:14:56 GMT

Had a call from Plusnet yesterday saying they are going to let me off the exit fee after I complained for a second time. He couldn’t confirm whether or not they will be reviewing the wording or adding an asterisk to their full fibre promise.