topic Re: Unlimited fibre extra removal in Plusnet Feedback

Unlimited fibre extra removal

Stojom — Wed, 07 Jun 2023 11:03:43 GMT

A few weeks ago I was offered an upgrade to above service from unlimited fibre. That offer has been removed and replaced by full fibre which removes the landline phone. I do not want to lose my landline as mobile’s performance are erratic. Strangely unlimited fibre extra is still being offered to new customer’s, why

Re: Unlimited fibre extra removal

jab1 — Wed, 07 Jun 2023 11:11:26 GMT

@Stojom Can you post a screenshot of the output from this link BT Broadband , obscuring your phone number?

Re: Unlimited fibre extra removal

jab1 — Wed, 07 Jun 2023 11:35:23 GMT

@Stojom I'm confused - how did my reply answer your question?

Re: Unlimited fibre extra removal

Stojom — Wed, 07 Jun 2023 11:55:21 GMT

John, I’m as confused as you. Just went to the site then returned and that’s the result. As a newbie don’t understand reason for requiring screenshot as cannot complete required information there.

Re: Unlimited fibre extra removal

Baldrick1 — Wed, 07 Jun 2023 11:56:09 GMT

Moderators Note

Fix removed pending further information

Re: Unlimited fibre extra removal

Baldrick1 — Wed, 07 Jun 2023 12:04:33 GMT

@Stojom

In case @jab1 is not around I expect that he’s trying to determine whether you’ve just been moved into a BT stop sell area.

Another option is to ring the Customer Options Team on 0800 013 2632, quote the offer price and ask them to honour it. They will then confirm whether it can still be supplied.

Re: Unlimited fibre extra removal

jab1 — Wed, 07 Jun 2023 12:01:19 GMT

@Stojom The reason I ask for a screenshot from that site is because it will enable me, or another Community member, to see what is available to you, according to BT, and the reason, I suspect, why you are unable to upgrade to Unlimited Fibre Extra.

Re: Unlimited fibre extra removal

MisterW — Wed, 07 Jun 2023 12:24:47 GMT

@Stojom what @jab1 is looking for is to see if your exchange is 'Fibre priority' see my attached example.

If in the Exchange Product Restrictions , it says 'Y' against Fibre priority, then no orders can be placed for new copper based products e.g Unlimited Fibre Extra by any ISP. You can continue with your existing Fibre unlimited ( and recontract ) but Openreach will not accept any orders for new products except FTTP

as cannot complete required information there

You only need to enter the phone number OR use the address version and enter the post code , then select from the list of addresses

Re: Unlimited fibre extra removal

Stojom — Wed, 07 Jun 2023 13:41:26 GMT

Can’t understand why plusnet can offer it to new customers but not existing ones. This seems to contradict what bt are stating as you said. I realise landlines will become obsolete in their present form but that’s in 2025 so no need to do it yet!

Re: Unlimited fibre extra removal

MisterW — Wed, 07 Jun 2023 13:59:39 GMT

Can’t understand why plusnet can offer it to new customers but not existing ones

It doesnt depend on whether you are an existing or new customer, it depends on your location and the availability of FTTP in your area. A new customer in a 'Fibre priority' area cannot order Unlimited Fibre (or Extra).

Re: Unlimited fibre extra removal

Stojom — Wed, 07 Jun 2023 14:15:51 GMT

Thanks for that, although those comparison sites show that my post code is supposedly compatible with the package I wanted . Btw will it affect me when my existing unlimited fibre package expires?

Re: Unlimited fibre extra removal

MisterW — Wed, 07 Jun 2023 14:34:37 GMT

although those comparison sites show that my post code is supposedly compatible with the package I wanted

They will, because they only look at basic availability , they dont look at the restrictions.

Btw will it affect me when my existing unlimited fibre package expires?

You will only be able to recontract on the same product OR upgrade to Full fibre (FTTP) . You should be able to move to a different supplier, but only (in theory) on the Unlimited Fibre(40/10) product or to an FTTP product. I say , in theory, because whilst the Openreach rules say a move between suppliers is possible only on the 40/10 product, there's anecdotal evidence that some suppliers systems see the 'Fibre priority' flag and wont allow a move to anything other than FTTP.

For info the Openreach stop sell rules for Fibre priority ( and WLR ) are detailed here https://www.openreach.co.uk/cpportal/products/the-all-ip-programme/stopsell-updates . It's not light reading though as it uses a lot of 'jargon'

Re: Unlimited fibre extra removal

bmc — Wed, 07 Jun 2023 15:12:09 GMT

@Stojom

Unless I've missed it, you don't appear to have stated if your Exchange is Fibre Priority or not. This matters in the advice you can receive.

As for FTTP although PN don't do landlines with their product it appears you can now transfer out your phone number to a VOIP provider immediately after FTTP is installed. Andrews and Arnold appear to know what they're doing.

https://www.aa.net.uk/voice-and-mobile/voip-information/

Brian

Re: Unlimited fibre extra removal

RealAleMadrid — Wed, 07 Jun 2023 15:29:31 GMT

@Stojom You are making this overly difficult for yourself and other forum members, have you used the link @jab1 provided in post #2 of this thread?

It is not a comparison site, it will tell you the available products and expected speeds for your premises using your telephone number or specific address.

Below is an edited example of the page for my phone number, what does it show for your number, does it show the top 2 VDSL lines and available on the right hand side, if these are present you can order an upgrade assuming you can get speeds above 40Mpbs download. However if Exchange Product Restrictions show FTTP Priority Exchange as status Y (yes) then the VDSL products will not be available and you will see only FTTP products available. You can remain on your existing product but not upgrade.

Of course it could just be a Plusnet system error so if the VDSL products are offered give them a call to check.

@MisterW @others This thread didn't seem to be getting anywhere so I am trying to clarify the situation to determine if the exchange is FTTP priority🤔

Re: Unlimited fibre extra removal

Stojom — Wed, 07 Jun 2023 15:30:36 GMT

I have now accessed the broadband checker as you advised and there is an N against the priority exchange and a note below that FTTP IS NOT AVAILABLE.

Re: Unlimited fibre extra removal

RealAleMadrid — Wed, 07 Jun 2023 15:37:57 GMT

@Stojom If that's the case Plusnet have got things wrong, you need to call the customer options team on 0800 013 2632 to ask them what's going on. You should able upgrade to Fibre Extra.🙄

Re: Unlimited fibre extra removal

Stojom — Wed, 07 Jun 2023 15:43:04 GMT

Thank you, will have to do that. On previous post forgot to post that your example of check page is same as mine.

as you say must be an error by plusnet.

Re: Unlimited fibre extra removal

bmc — Wed, 07 Jun 2023 15:49:46 GMT

@Stojom

There is one other possibility - that there's a Waiting List for FTTC. On the Checker look at the right hand side to see what it says.

Brian

Re: Unlimited fibre extra removal

MisterW — Wed, 07 Jun 2023 16:04:07 GMT

Didn't think that would prevent an upgrade from Unlimited to Extra as its just a regrade order on an existing line.

Re: Unlimited fibre extra removal

jab1 — Wed, 07 Jun 2023 17:10:06 GMT

@bmc , @MisterW , @RealAleMadrid . Thanks for your input, I'll now forget this topic. Good job I was out for the afternoon, that would have done my head in.