topic Re: Changing Product in Plusnet Feedback

Changing Product

Oldjim — Tue, 02 Feb 2016 12:19:22 GMT

While trying to help another poster I went through the change my product route and this page surprised me
Is the reason I can't change product the fact that I am in contract or has something gone wrong

Re: Changing Product

Pettitto — Fri, 05 Feb 2016 00:22:03 GMT

What other packages were you expecting to see?

Re: Changing Product

dvorak — Fri, 05 Feb 2016 08:09:48 GMT

I don't think you can down grade on line.

Re: Changing Product

Oldjim — Fri, 05 Feb 2016 10:39:58 GMT

@chris
40/2

Re: Changing Product

chenks76 — Fri, 05 Feb 2016 10:43:21 GMT

as stated, you wouldn't be able to downgrade online.
this is fairly standard practice.

Re: Changing Product

Oldjim — Fri, 05 Feb 2016 10:51:19 GMT

it didn't used to be - but then again you live and learn
Does this mean that someone on ADSL can't upgrade to fibre on line - I very much doubt if that
In fact this indicates exactly the opposite http://www.plus.net/support/broadband/products/change_broadband.shtml

Quote
1. How do I change my product?
Choose your new product on our Product Change page and follow the on-screen instructions.
If the product you want isn't available, use the Help Assistant to raise a support Ticket detailing your request.
2. How long does it take

A product change will be scheduled to take place on your next billing date, so it won't take any longer than a month.
3. Can I change my broadband product if I'm under contract?
Residential customers
You can switch between Unlimited Fibre and Unlimited Fibre Extra for free without affecting your current contract.

and of course you can't do it via ticket despite what it says

Re: Changing Product

chenks76 — Fri, 05 Feb 2016 10:53:48 GMT

you can upgrade, but you can't downgrade
moving from ADSL to Fibre would be an upgrade

Re: Changing Product

Oldjim — Fri, 05 Feb 2016 11:09:45 GMT

flaming great - it doesn't say that anywhere
and how do you raise a ticket asking to be changed - answer you can't
so where does it say that you have to phone customer options
Note to chenks76
I am not thinking about changing but just trying get Plusnet to sort out their system and information so just adding extra information which isn't given on the website isn't helping

Re: Changing Product

Razorback — Fri, 05 Feb 2016 11:20:51 GMT

As chenks76 says it is standard practice nowadays to only upgrade online not downgrade.
They want you to phone up so that they can try and persuade you not to downgrade. Revenue protection is king.

Re: Changing Product

davidj66 — Fri, 05 Feb 2016 11:24:11 GMT

Try downgrading with Sky online !! Its a bit like the old song (paraphrased a bit ) -" you can sign on but never leave..." -with thanks/apologies to the Eagles

Re: Changing Product

Oldjim — Fri, 05 Feb 2016 11:26:29 GMT

and you are all missing the point of this thread - this is that nothing on the Plusnet site says you can't or that you need to phone Customer Options to do it
Unless you can point to where it is

Re: Changing Product

chenks76 — Fri, 05 Feb 2016 11:36:06 GMT

Quote from: davidj60
Try downgrading with Sky online !! Its a bit like the old song (paraphrased a bit ) -" you can sign on but never leave..." -with thanks/apologies to the Eagles

two days ago i downgraded (well cancelled) using the online chat on the sky website.
didn't need to make any calls, and after a few question where i gave answers knowing they had no follow-on options, they processed the cancellation.

Quote from: Oldjim
and you are all missing the point of this thread - this is that nothing on the Plusnet site says you can't or that you need to phone Customer Options to do it
Unless you can point to where it is

take a chill pill old man!
the first question you asked in this thread was if there was any reason why you couldn't... and you got the answer.

Re: Changing Product

HarryB — Fri, 05 Feb 2016 11:39:35 GMT

Quote from: Oldjim
just trying get Plusnet to sort out their system and information

It's a fair point.
Personally I would read the quote

Quote
You can switch between Unlimited Fibre and Unlimited Fibre Extra for free without affecting your current contract.

Meaning that you can go either way on it.
I'll get it flagged up.
Thanks.

Re: Changing Product

Oldjim — Fri, 05 Feb 2016 11:42:24 GMT

also Harry - get the bit about raising a ticket changed as you can't