I moved from unlimited ADSL to 40GB/month FTTC in May this year having been very happy with Plusnet's service for many years.
Last night I was watching catch-up TV and unfortunately hit my 40GB/month cap for the first time since switching services. This was a surprise to myself but understandable due to the fact I've recently had family staying who were streaming and gaming over the Christmas period. As such, my 40/10 connection had dropped to the capped speeds which while I appreciate the requirement to cap, the connection is absolutely unusable. I believe the capped speeds are somewhere in the region of 250Kb/s.
To add insult to injury, on noticing that I'd hit the cap I decided to upgrade my package, when I found that the package I'd previously taken out (40Mb/10Mb bandwidth with a 40GB/month usage) had been replaced with a 40/20 bandwidth and unlimited usage).
Plusnet take note... my energy supplier notifies me whenever a new energy plan is released that is cheaper/better than my current plan... I strongly suggest you do the same. Having been paying £x/month for a service with a cap, when an automated e-mail could have advised me of your plan changes (you don't hesitate to let your customers know when the line rental is due to be increased) to make your long term customers feel somewhat appreciated would have gone a long way.
If I had known this, I would have switched plans previously (and remained a happy plusnet customer) but as I now have a home internet connection that is completely unusable may I ask that you review your caps with a view to increasing them to at least allow legacy customers the ability to browse (I'd suggest at least 2Mbps). If you can now offer all services with unlimited bandwidth, your network is clearly capable of being a little less restrictive towards those of us on legacy packages.
In terms of connectivity, the service has been very reliable... I'd like to remain with plusnet but the commitment to existing customers has always left me a little underwhelmed.
