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I'm paying £19.99 for a package that cost £14.99 ???

lxkid
Grafter
Posts: 39
Registered: 02-05-2013

I'm paying £19.99 for a package that cost £14.99 ???

So I had a phone from plusnet next , to see if I'm getting the right deal, I'm sure when I joined plusnet I made sure I was getting the top speeds possible for the prices being paid by myself, so I cut the phone call short so I could investigate , so not only am I getting low download speeds also upload .
So has everything changed with out my knowledge ?? The package and prices I should of been on ?
19 REPLIES
Community Veteran
Posts: 38,432
Thanks: 1,012
Fixes: 60
Registered: 15-06-2007

Re: I'm paying £19.99 for a package that cost £14.99 ???

Perhaps your introductory discount has finished which may be why you got the phone call
NorthEasterner
Aspiring Pro
Posts: 1,850
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Registered: 25-09-2012

Re: I'm paying £19.99 for a package that cost £14.99 ???

You may be on the Unlimited Fibre Extra package (up to 76mb) hence why you're paying £19.99
The £14.99 is the Unlimited Fibre package (up to 38mb).
Plusnet are not allowed to change your package without your consent.
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
Moderator
Moderator
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Re: I'm paying £19.99 for a package that cost £14.99 ???

The old unlimited fibre package is up to 80, so could be naming confusion.
Will Moderate For Thanks
lxkid
Grafter
Posts: 39
Registered: 02-05-2013

Re: I'm paying £19.99 for a package that cost £14.99 ???

If I went back 18 months I'm sure the best fibre deal then possible was 79 down and 19 up for  £19.99 which I would of taken , I might be mistaken tho.
So today I'm get 38 down and 1.9 up .... But for the last year my upload has been between 15 &19 and down between 22-49 so something has changed.
Confused.
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: I'm paying £19.99 for a package that cost £14.99 ???

Your package is based on the 80/20 wholesale product, not the 40/2 one.
What speeds are you seeing when you do a speedtest?
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
lxkid
Grafter
Posts: 39
Registered: 02-05-2013

Re: I'm paying £19.99 for a package that cost £14.99 ???

What speeds should I have been getting 18 months ago when I took this deal out ? That's my question , because the person told me today that I was capped at 38 down and 1.9 up and that's not what I signed up to 18 months ago at £19.99 plus line rental
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: I'm paying £19.99 for a package that cost £14.99 ???

The person on the phone was wrong. Your speeds/account have not changed since then.
The package you are on is called Plusnet Unlimited Fibre, this is the equivalent to our current Unlimited Fibre Extra package and offers the same speeds, both are £19.99.
The confusion is that since then we've had a new package call Unlimited Fibre (note that it's doesn't have the word Plusnet at the start) and this is £14.99 but offers the lower speeds.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
lxkid
Grafter
Posts: 39
Registered: 02-05-2013

Re: I'm paying £19.99 for a package that cost £14.99 ???

That's why I was confused , I may have pick the call up all wrong , the person was polite and me also , just when ended the call my brain went into over drive as to how this all might of happened with out me knowing.
lxkid
Grafter
Posts: 39
Registered: 02-05-2013

Re: I'm paying £19.99 for a package that cost £14.99 ???

Chris can you update me with my potential speeds up and down that I should be getting ?? Thanks
Plusnet Staff
Plusnet Staff
Posts: 17,641
Thanks: 535
Fixes: 159
Registered: 05-04-2007

Re: I'm paying £19.99 for a package that cost £14.99 ???

Your speed estimates can be found here: http://www.dslchecker.bt.com/
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
lxkid
Grafter
Posts: 39
Registered: 02-05-2013

Re: I'm paying £19.99 for a package that cost £14.99 ???

Would that indicate the current deal I'm on ? my potential speeds as of now with what I'm paying for?
Community Veteran
Posts: 38,432
Thanks: 1,012
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Registered: 15-06-2007

Re: I'm paying £19.99 for a package that cost £14.99 ???

Quick check - what are the IP profiles reported here (ignore upload speed test result as that will be wrong) http://www.speedtest.btwholesale.com/PerformanceTesterWS/diagnostics.do
Plusnet Staff
Plusnet Staff
Posts: 17,641
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Registered: 05-04-2007

Re: I'm paying £19.99 for a package that cost £14.99 ???

No, speeds are not the best way to indicate the deal you're on as they can change/fluctuate. As you haven't changed package, you are still on exactly the same one you were on previously.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
lxkid
Grafter
Posts: 39
Registered: 02-05-2013

Re: I'm paying £19.99 for a package that cost £14.99 ???

Ok thank you to everyone who has replied, much appriciated.