Further Clarification Please 40/20 to 40/2
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- Re: Further Clarification Please 40/20 to 40/2
11-05-2016 2:08 PM
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I opted for an upgrade to Fibre Extra a few weeks ago, on the understanding with PN that if their predicted speeds could not be attained I'd be returned to my original contract (40/20). As Extra did not provide any speed enhancement I have been returned to my original contract, except I am now on a 40/2 product.
I am now told I cannot be returned to a 40/20 product.
Would anyone from PN like to comment.
Fixed! Go to the fix.
Re: Further Clarification Please 40/20 to 40/2
11-05-2016 3:37 PM - edited 11-05-2016 3:39 PM
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Hello there and welcome to the Plusnet forums,
Unfortunately the 40/20 package no longer exists and Plusnet no longer sell it.
There are existing customers who are on the 40/20 like myself until a few months ago and upgraded to 80/20.
You may be stuck with 40/2 now but should you wish to get higher uploads, you'd have to go for Fibre Extra (80/20)
Hope this helps
NE
Re: Further Clarification Please 40/20 to 40/2
11-05-2016 5:15 PM
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Really sorry but as it stands, as long as a package change is in place, the 40/20 package gets eradicated.
Were the upload speeds explicitly discussed on the phone call?
Re: Further Clarification Please 40/20 to 40/2
11-05-2016 5:49 PM
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Thanks for the reply.
It was agreed that if PN couldn't comply with it's new contract offer (Fibre Extra) I could revert to my old contract.
To me that means the same product, same t&c's. No mension I would be moved to a different product (40/2)
Re: Further Clarification Please 40/20 to 40/2
11-05-2016 11:33 PM
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Plusnet can still provide 40/20 or 40/10 when it suits them, they just won't sell it to new customers.
Re: Further Clarification Please 40/20 to 40/2
12-05-2016 11:45 AM
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Unfortunately we have removed the profiling that offers 40/20 and 40/10 now, so unfortunately we cannot offer either of these as a product. The only way that you remained on this, is because it's a legacy product. Once again, apologies for the inconvenience.
Matty
Re: Further Clarification Please 40/20 to 40/2
12-05-2016 12:12 PM
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Thanks for your clarification MattyC.
However, the situation is not of my making, but due to PN not being able to deliver the promised enhancements from the 80/20 product.
Therefore, inorder to regain my 20Mbps upload, might I suggest that PN transfer me onto the 80/20 product for my remaining 4 months at no charge.
Re: Further Clarification Please 40/20 to 40/2
12-05-2016 12:47 PM
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Will you be offering the 50/10 service that BT are introducing? Presumably its available from BTW/Openreach as a package as 40/20 and 40/10 ought to be. I am on legacy 40/20 and would lose it if I change package, bad for me, not good for PlusNet because you're losing out too (40/20 is 80/20 supplied but knobbled to 40Mbps Down isn't it?). To upgrade would give PlusNet an extra £3 per month if so, but I wont risk it.
If you have online backup and upload digital artwork, what use is 2mbps? You are alienating customers turning backs on their needs. It's a mistake in a world of "give away" deals even your owner, BT, is putting things through my letterbox offering me cheap deals, so customers need a reason to stay with you. Once it was service, friendliness, price, good experience, but much has faded recently in a drive to be cheapest. I think you need to up your game considerably, be a friend, be onside for your customers, not stuff them to buy others with giveaways they actually pay for.
Re: Further Clarification Please 40/20 to 40/2
13-05-2016 9:52 AM - edited 13-05-2016 9:54 AM
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So it was agreed that the OP would be put back on his original contract, if that can not be done then 80/20 at PN's cost. As Matty has said, you were on legacy product., and now you are on current product
So the OP is not on their original contract, as agreed when taking out a new contract , if faster speeds could not be obtained.
In my view PN can not keep you to any contact , as they have failed to keep to the agreed contract
@howy1 if you can not get this resolved easily , you may wish to raise a complaint
http://www.plus.net/help/legal/complaints-code-of-practice/
Regards
Mike
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.
Re: Further Clarification Please 40/20 to 40/2
13-05-2016 11:38 AM
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Pleased to say that PN has now agreed to the suggestion that the remaining 4 months of contract be on 80/20 at no extra charge.
This has taken far too much time and effort to get resolved, so will see what offers are on the table in 4 months before committing to any further PN contracts.
16-05-2016 12:55 PM
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I had this agreed from my side, apologies for not updating the thread. Glad to hear we've kept you on the higher package.
Matty
Re: Further Clarification Please 40/20 to 40/2
16-05-2016 8:44 PM
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Thanks Matty.
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