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If I upgrade will I get 40/2 or 40/20?

fronty
Dabbler
Posts: 13
Registered: 21-10-2015

If I upgrade will I get 40/2 or 40/20?

Hi there,
I'm still on ADSL, looking to upgrade to FTTC, when I log in and do "change product", the packages change dependent on whether I opt for broadband and phone or broadband only.
Upload speed is very important for me so a 40/2 package won't cut it, I need 40/20. But this is where it gets confusing, if I opt for broadband and phone, it says unlimited fibre is 40/1.9 but if I opt for broadband only, it changes to 40/20.
So on the face of it, it seems like broadband only is the best package for me, but will Plusnet actually provision me at 40/20 or is this an out of date page that they haven't updated yet, and I'll end up with 40/1.9? I really need to know because if I can only get 40/1.9 then I'll need to switch to another ISP (or pay extra for Unlimited Fibre Extra).
Screen shots attached.
Cheers,
Fronty
13 REPLIES
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: If I upgrade will I get 40/2 or 40/20?

Hi and welcome to the PN forum.
It seems that PN weren't thorough enough when removing references to 40/20.  As you've guessed the BB only page is in error and the product will be 40/2 whether you take the phone line or not.  Someone else spotted this yesterday as well...
SpendLessTime
Aspiring Hero
Posts: 2,444
Thanks: 625
Fixes: 56
Registered: 21-09-2009

Re: If I upgrade will I get 40/2 or 40/20?

@fronty
Please check very carefully the output from the BTW Broadband Checker http://www.dslchecker.bt.com for the lower download speed on the FTTC A result.
If that is less than 40Mbps then Plusnet will never sell you the 80/20 package.
Plusnet Help Team
Plusnet Help Team
Posts: 533
Thanks: 54
Fixes: 18
Registered: 02-03-2015

Re: If I upgrade will I get 40/2 or 40/20?

Hi fronty,
Just to confirm that the provision for the Unlimited Fibre package is on a 40/2 basis. The only package that can offer the 20 upload is on the Unlimited Fibre Extra.
If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: If I upgrade will I get 40/2 or 40/20?

Ben you've only answered half the point of the OP's post...
How about
Quote
Thank you for bringing the error in our website to our attention and I'll make sure that the page is corrected by the end of the day.  We're extremely grateful that you told us as it will stop future customers signing up to a product that we no longer supply and reporting PN to the Advertising Standards Authority or Ofcom

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

Re: If I upgrade will I get 40/2 or 40/20?

FYI, it has been raised. It is really appreciated that this kind of stuff is fed back.
For my colleagues, the reference for this is 88518.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
fronty
Dabbler
Posts: 13
Registered: 21-10-2015

Re: If I upgrade will I get 40/2 or 40/20?

Ok so it sounds like my suspicions were correct, and I'll need Unlimited Fibre Extra. I'm not really that bothered about whether I get 40 or 80 down, it's the upload speed that matters, and now my monthly cost is almost doubling, I'm sure there are better deals out there.
Is there anything PlusNet can/will do to stop me defecting?
Community Veteran
Posts: 38,460
Thanks: 1,027
Fixes: 62
Registered: 15-06-2007

Re: If I upgrade will I get 40/2 or 40/20?

Phone Customer Options - see my sig - and select the option "I am thinking of leaving" and see what they can offer
fronty
Dabbler
Posts: 13
Registered: 21-10-2015

Re: If I upgrade will I get 40/2 or 40/20?

Looks like 20 up is available on my line, seems a shame PN are limiting availability:
FTTC Range A (Clean) 80 76.9 20 20 -- Available
I'll try customer options and see what they say, thanks.
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: If I upgrade will I get 40/2 or 40/20?

@fronty - I'm investigating your case now, I'll be sending you a PM shortly.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
mwardle21
Newbie
Posts: 4
Registered: 20-10-2015

Re: If I upgrade will I get 40/2 or 40/20?

Still incorrect as of 22/10 at 20:00
Like the above guy the 2mb upload is not ideal and the next package up is a little expensive...
mwardle21
Newbie
Posts: 4
Registered: 20-10-2015

Re: If I upgrade will I get 40/2 or 40/20?

Not quite fixed by the end of the day which seems like more than a mistake to me...
Plusnet Help Team
Plusnet Help Team
Posts: 13,096
Thanks: 155
Fixes: 55
Registered: 27-04-2007

Re: If I upgrade will I get 40/2 or 40/20?

Hi all,
Cheers for bringing this to our attention, Ben has done the right thing here and reported the problem, we're unable to commit to a deadline but we want to get this fixed as soon as we can.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
fronty
Dabbler
Posts: 13
Registered: 21-10-2015

Re: If I upgrade will I get 40/2 or 40/20?

This still hasn't been fixed. Choosing "broadband only" still gives me the 40/20 option.