topic moving from BBYW Pro to Plusnet Extra Pro in Plusnet Feedback

moving from BBYW Pro to Plusnet Extra Pro

mlavende — Sun, 31 Jul 2011 13:35:49 GMT

Hi,
now that my line speeds seem to have been sorted (thanks Jojo!) I thought I'd move from BBYW Pro to Pusnet Extra Pro. I've been through the upgrade option in the member centre to put me onto Plusnet Extra. However I've had nothing to tell me it's worked. Can someone check for me please and also answer these questions:
How do I apply for the Pro addon - it wasn't an option I could do at upgrade time?
I notice a £25 charge. Do I have to pay that as I'm upgrading rather than a new customer?
If I am unhappy with this product can I change back?
Thanks
-Mat

Re: moving from BBYW Pro to Plusnet Extra Pro

jelv — Sun, 31 Jul 2011 15:54:57 GMT

Account changes are only implemented on your billing date.
On your billing date, when you have been switched to Extra, you will find that the Pro add-on is available to be added.

Re: moving from BBYW Pro to Plusnet Extra Pro

mlavende — Sun, 31 Jul 2011 15:58:31 GMT

Hi Jelv,
thanks for the reply. I realise the change will only happen on my billing date but thought I might have seen something now to say it was going to happen and my request had been received. Perhaps an email. Currently under the member centre there is nothing that I can see to indicate I am being moved. If I've messed it up somehow then I'll have to wait another month before another attempt will happen.
Also, do you know how long it takes to implement the Pro add on then? Surely that is immediate and doesn't take a month?
Thanks
-Mat

Re: moving from BBYW Pro to Plusnet Extra Pro

jelv — Sun, 31 Jul 2011 16:31:45 GMT

If you look at your closed tickets you should see a service notice like this:

Quote
Broadband product change scheduled successfully.
From: PlusNet Broadband Pay as you Go (15GB Special Offer) (Annual Contract, No Modem)
To: Extra
This change will take place on the next billing date, nn-nn-2011

The Pro add-on takes immediate affect.

Re: moving from BBYW Pro to Plusnet Extra Pro

mlavende — Sun, 31 Jul 2011 17:56:41 GMT

probably being a bit thick but don't know where to find tickets.
I requested the upgrade from the Member Centre>My Account>Accout Summary>Upgrade link. I can see the date on that as being today with an order status of 'complete' but the details refer to my old package as does the 'view order status' link. I suspect it will change on a working day maybe?
Cheers
-Mat

Re: moving from BBYW Pro to Plusnet Extra Pro

spraxyt — Sun, 31 Jul 2011 19:51:26 GMT

Log into the Member Centre then click Help & Support on the top menu.
Click View your questions in the body of the page.
(If necessary) click the Go button to see closed questions in the last 7 days.
If you view each of these you should find one recording the product change request.
At midnight on your billing day, if I remember correctly, another is added as the account change occurs and within the next 30 minutes your PPP session is likely to drop and reconnect as your profile is switched to that for Extra.
Billing reset will occur later on as normal.
You should find the Pro add-on becomes available once the account change is in place. That takes effect immediately but the first month will be billed (pro-rata) in arrears. If you select it on billing date 'pro-rata' is the full amount giving the appearance of double billing.

Re: moving from BBYW Pro to Plusnet Extra Pro

mlavende — Sun, 31 Jul 2011 22:04:38 GMT

Brilliant. Thanks Both. I can see the question and it says it will happen on th enext billing date. Roll on the 18th
-Mat