cancel
Showing results for 
Search instead for 
Did you mean: 

Further Clarification Please 40/20 to 40/2

FIXED
howy1
Hooked
Posts: 5
Registered: 11-05-2016

Further Clarification Please 40/20 to 40/2

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.

11 REPLIES
NorthEasterner
Aspiring Pro
Posts: 1,850
Thanks: 49
Fixes: 3
Registered: 25-09-2012

Re: Further Clarification Please 40/20 to 40/2

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

Ex Plusnet Fibre customer. BT Infinity Customer using a BT Smart Hub. If you wish to say thanks, please click the thumbs up Thumbs Up
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Further Clarification Please 40/20 to 40/2

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?

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
howy1
Hooked
Posts: 5
Registered: 11-05-2016

Re: Further Clarification Please 40/20 to 40/2

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)

Haybasha
Rising Star
Posts: 157
Thanks: 10
Registered: 07-05-2014

Re: Further Clarification Please 40/20 to 40/2

Plusnet can still provide 40/20 or 40/10 when it suits them, they just won't sell it to new customers.

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Further Clarification Please 40/20 to 40/2

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

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
howy1
Hooked
Posts: 5
Registered: 11-05-2016

Re: Further Clarification Please 40/20 to 40/2

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.

 

danludlow
Rising Star
Posts: 387
Thanks: 22
Fixes: 1
Registered: 03-12-2014

Re: Further Clarification Please 40/20 to 40/2

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.

Superuser
Superuser
Posts: 1,745
Thanks: 298
Fixes: 4
Registered: 05-11-2008

Re: Further Clarification Please 40/20 to 40/2

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

Mike
howy1
Hooked
Posts: 5
Registered: 11-05-2016

Re: Further Clarification Please 40/20 to 40/2

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.

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: Further Clarification Please 40/20 to 40/2

Fix

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

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
howy1
Hooked
Posts: 5
Registered: 11-05-2016

Re: Further Clarification Please 40/20 to 40/2

Thanks Matty.