topic Re: Contract ending, upgrade option in My Order

Contract ending, upgrade option

gdp007 — Thu, 30 Dec 2021 13:34:26 GMT

Hello,

I might be missing something that is very obvious but perhaps someone could help?

Ive received an email to say that my current contract ends Towards the end of January 2022. One of the options in the email is to upgrade to Fibre broadband. There is a link in the email to take me to the webiste to do this.

However, when i am logged into my account the only option that I can see is retaining the current standard broadband package. Just below this there is some text about fibre upgrade but there doesnt appear to be any option on the webpage to do this.

So, what is it that I am missing? Can I not upgrade until the contract runs out? Despite being given the fibre upgrade option is it not available etc. etc.

I would be grateful for anyones reply who has gone through a simlar situation and can offer some clarification! Thanks.

Re: Contract ending, upgrade option

jab1 — Thu, 30 Dec 2021 13:38:21 GMT

@gdp007 Welcome to the forums. An easy way to see your options is to check on here: BT Broadband . Please post a screenshot - ensuring your phone number is hidden/obscured.

Re: Contract ending, upgrade option

gdp007 — Thu, 30 Dec 2021 14:03:49 GMT

thanks for your reply. Attached screenshot from BT Broadband.

Re: Contract ending, upgrade option

Baldrick1 — Thu, 30 Dec 2021 14:05:49 GMT

@gdp007

Far better to ring the Customer Options Team on 0800 013 2632. There's rarely more than a few minutes delay before they answer and they can go through the options with you.

Don't forget to ask for a Hub 2.

Re: Contract ending, upgrade option

jab1 — Thu, 30 Dec 2021 14:12:16 GMT

@gdp007 That screenshot gives you the answer - there are no spare ports available - at the moment - in your local FTTC cabinet, so no room to connect you.

This situation can change on a daily basis, so my suggestion would be to keep checking the site, and as soon as the VDSL lines on the table read 'Available' place an order via the phone number provided by @Baldrick1 .

Re: Contract ending, upgrade option

gdp007 — Thu, 30 Dec 2021 14:17:17 GMT

Thanks to @jab1 and @Baldrick1 for your replies. Very helpful. Thanks.

Re: Contract ending, upgrade option

bmc — Thu, 30 Dec 2021 14:25:35 GMT

@gdp007

Note that g.Fast is available but PlusNet don't offer it.

If wanted, I believe there is a chance you could move to BT (or EE if they offer it) without any early termination fees but you would need to confirm with the Options teams.

You appear to be on a very good line.

Brian

Edit - not certain if "Green" means "Available"

Re: Contract ending, upgrade option

jab1 — Thu, 30 Dec 2021 14:28:13 GMT

@bmc AIUI - the free transfer to BT/EE is for FTTP - not shown as available for the OP.

Re: Contract ending, upgrade option

bmc — Thu, 30 Dec 2021 14:29:31 GMT

@jab1

Which is why I said "a chance" - if you don't ask you don't get.

Brian

Re: Contract ending, upgrade option

gdp007 — Thu, 30 Dec 2021 14:55:55 GMT

BT have got availability for my line with their Fibre service. Quite a price hike though as it is £32.99 for BB+line rental. Plus a £19.99 admin fee. I believe Plusnet requires 14 days notice if changing supplier. As my contract runs out January 22nd that would mean using an alternate supplier by about Jan 6th.

Other options seem to be take another contract with Plusnet on existing Broadband then as advised check availability then upgrade to Fibre.

I will have to have a look around and see if any other options are available.

Re: Contract ending, upgrade option

jab1 — Thu, 30 Dec 2021 14:59:08 GMT

@gdp007 That sounds slightly suspicious - if the service is shown as 'Waiting List' as in your screenshot, that applies to all ISPs (including BT Retail) who use the BT/OR infrastructure.

Re: Contract ending, upgrade option

gdp007 — Thu, 30 Dec 2021 15:09:55 GMT

BT have two options. One they call 'Full Fibre' and the other just 'Fibre'. It is the latter 'Fibre' that they are saying would be available. It does say that 'Full Fibre' is not available.

Re: Contract ending, upgrade option

jab1 — Thu, 30 Dec 2021 15:13:23 GMT

'Full Fibre' is also/better known as FTTP and I agree that it is not available to you. 'Fibre' is also known as FTTC (VDSL on that screenshot) and it indicates there that there are no free ports on your local cab, so, like all ISPs, they would not be able to install it for you - whatever the sales people are telling you.

Re: Contract ending, upgrade option

MisterW — Thu, 30 Dec 2021 15:18:04 GMT

Unless BT are offering G.Fast (called UltraFast by BT retail I think) which as @bmc said , Is available ...

Re: Contract ending, upgrade option

jab1 — Thu, 30 Dec 2021 15:19:51 GMT

@MisterW possible, but @gdp007 said the offer was for 'Fibre' - FTTC?

Re: Contract ending, upgrade option

gdp007 — Thu, 30 Dec 2021 15:20:06 GMT

One suspects that they don't want to turn customers away. So, I would interpret it as saying yes, that service could be brought to you but it doesnt necessarily mean that it is currently available. I would guess that you have to go deep into the order process before finding that out!

Re: Contract ending, upgrade option

MisterW — Thu, 30 Dec 2021 15:24:01 GMT

@jab1 @gdp007 actually said BT have got availability for my line with their Fibre service

Didnt say FTTC...

Or maybe Openreach keep a few lines spare for BT Retail! I know its not supposed to happen but who knows...

Re: Contract ending, upgrade option

jab1 — Thu, 30 Dec 2021 15:22:21 GMT

by which time, @gdp007 , manny people would find themselves dumped onto a BT Retail ADSL contract they would struggle to get out of.

Re: Contract ending, upgrade option

jab1 — Thu, 30 Dec 2021 15:23:59 GMT

@MisterW wrote:

@jab1 @gdp007 actually said BT have got availability for my line with their Fibre service

Didnt say FTTC...

Yep, but AIUI - BT Retail 'Fibre' is FTTC, 'Full Fibre' is FTTP?

Re: Contract ending, upgrade option

bmc — Thu, 30 Dec 2021 15:26:50 GMT

I'm not certain about this but do not BT simply offer the speeds available and then supply via the most suitable medium ie FTTC, g.Fast or FTTP

The answer would be in what speeds BT said could be received - if they spoke about anything over 80 download then they are talking g.Fast.

Brian