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Have I been mis-sold a package?

jab1
Legend
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Registered: ‎24-02-2012

Re: Have I been mis-sold a package?

@MisterW The OP is profoundly deaf and cannot use a telephone.

John
Dan_the_Van
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Re: Have I been mis-sold a package?

@Gillrich1 

Plusnet are also on Facebook and Twitter, maybe try contacting them there if you have accounts

MisterW
Superuser
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Re: Have I been mis-sold a package?

The OP is profoundly deaf and cannot use a telephone.

@jab1 sorry, hadnt spotted that. I'll try escalating to get some help from the social team.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jab1
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Re: Have I been mis-sold a package?

Thanks a lot, @MisterW .

John
MisterW
Superuser
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Re: Have I been mis-sold a package?

I'm advised that someone will pick this up shortly.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Have I been mis-sold a package?

Hi @Gillrich1 

I'm really sorry to hear about the issues you're having with your connection.

If you can drop me a PM with what date and timeslots best for you I can get that booked in for you 

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Gillrich1
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Registered: ‎11-12-2018

Re: Have I been mis-sold a package?

Hey, just to update you all on this, Matthew sorted it so an engineer came out at an acceptable time. I feel bad for the poor guy as it was absolutely pouring with rain but he acknowledged the fault was on the network's end and worked quite late into the evening to sort it. Now getting closer to 40mbps, twice what I was getting originally and probably the most I can hope for on my line, happy enough!

jab1
Legend
Posts: 18,897
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Registered: ‎24-02-2012

Re: Have I been mis-sold a package?

Glad you have got it sorted. According to the BTw DSL checker, your line should be capable of a little more, but, IMO, not enough to warrant paying the Fibre Extra price. How long have you got left on your contract?

John
Gillrich1
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Registered: ‎11-12-2018

Re: Have I been mis-sold a package?


@jab1 wrote:

...your line should be capable of a little more, but, IMO, not enough to warrant paying the Fibre Extra price. 


 

This is why I questioned whether I'd been "mis-sold a package". I honestly don't remember the specifics, I was moving house which was extremely stressful and still had a few months left to go on my contract at the time. I think the moving fee (even though the flat I bought was literally right next door to the flat I was living in....) was rolled into what I've been paying, but I'm still not sure why I was bumped up to fibre extra on top of that. Matthew advises I was told at the time that my line was capable of a little higher, 46mbps I think he said, which still doesn't seem to justify fibre extra over regular fibre. 

Ah well. I've only got a few months left to go on my current contract so getting my money's worth out of it now at least. I've done my homework this time and it looks like I can get 100mbps full fibre for about the same as what Plusnet want for another 24 months of 33mbps max ADSL fibre. Looks like I'll be moving on in October, which is a shame as I've always found Plusnet's support first class. Their sales people are letting them down though.