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Received email: "Your broadband product change is now complete"

samzh
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Registered: 10-12-2015

Received email: "Your broadband product change is now complete"

I received an email this morning saying "Your broadband product change is now complete" but I'm not sure what it means. Does it mean I'm now being billed for the Fibre Extra that I've ordered? Or does it mean I actually HAVE the Fibre Extra that I've ordered. The last I heard, I'm not being upgraded for nearly 2 weeks yet (29th Feb) and I haven't even received a modem/router. If Plus.net and/or BTW think the order is complete and it isn't, will my activation come and go with no action because nobody is aware that the order isn't actually complete, so don't take steps to complete it?
Things are not perhaps as clear as they appear to be, so if anyone could advise I would be very grateful. Smiley
12 REPLIES
scottymc
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Re: Received email: "Your broadband product change is now complete"

Don't quote me,
But I think it means that your next bill will be charged at the fibre extra rate ...
Community Veteran
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Re: Received email: "Your broadband product change is now complete"

It might be because of something else: could you post the results of a tracert to ntp.plus.net please
jelv (a.k.a Spoon Whittler)
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Plusnet Staff
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Re: Received email: "Your broadband product change is now complete"

Your account has changed to the Fibre account, it looks like it was scheduled for yesterday but I can't see why that would have been done as it wasn't your billing date and the order isn't due to complete until the end of the month.
As your invoice date is after the date your order is due to complete, you won't actually end up paying any more for this so although incorrect, it's a harmless change.
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samzh
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Registered: 10-12-2015

Re: Received email: "Your broadband product change is now complete"

Thanks Chris, so I won't be billed for fibre, pro-rata back to today?
Also, the email says:
Quote
When you agreed your product change, you accepted that you have up to 14 days from tomorrow to cancel your order. Plusnet Protect must be kept for at least 30 days.

Tomorrow seems an arbitrarily picked date. If I'm barely due to receive the product in those 14 days, how can I have any meaningful time to evaluate it? Surely the 14 day evaluation period should start from when I actually receive the product. Not that I'm expecting to find it deficient, but this is a matter of principle.
whittler, fwiw, here's my tracert: Smiley
Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.
C:\>tracert ntp.plus.net
Tracing route to ntp.plus.net [212.159.6.10]
over a maximum of 30 hops:
  1    <1 ms    <1 ms    <1 ms  192.168.0.1
  2    28 ms    28 ms    28 ms  lo0.11.central11.pcl-bng01.plus.net [195.166.130
.139]
  3    28 ms    75 ms    28 ms  irb.11.PCL-CR01.plus.net [84.93.249.97]
  4    28 ms    28 ms    28 ms  po2.pcl-gw01.plus.net [195.166.129.41]
  5    28 ms    28 ms    28 ms  cdns02.plus.net [212.159.6.10]
Trace complete.
C:\>
Plusnet Staff
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Re: Received email: "Your broadband product change is now complete"

You won't be pro-rata billed, no.
The 14 day period is the same as new signups, it's from the point of order not the point of activation.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
samzh
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Registered: 10-12-2015

Re: Received email: "Your broadband product change is now complete"

Okay Chris, cheers Smiley
NorthPole
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Re: Received email: "Your broadband product change is now complete"

 I received a similar email today, although I was previously notified that my fibre upgrade is scheduled for 20 May. Would it be possible for a Plusnet rep to confirm I will not be charged the higher rate until that date (assuming BTOR actually do the business as promised)? I'm definitely on ADSL at the moment, or I couldn't be posting this! I use my own router in preference to a PN one,  and it will have to be reconfigured to operate on fibre.

etdsaunders
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Re: Received email: "Your broadband product change is now complete"

@NorthPole I had the same early email when I upgraded however wasn't charged till my date to go live (normally billing date)

Using you're own hardware is ok providing it has a vdsl modem. All fibre installs do not require a BT engineer and you won't be given a vdsl modem.
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NorthPole
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Re: Received email: "Your broadband product change is now complete"

My billing date is actually tomorrow, the 13th. of each month, which made me wonder if that was why I had received the email.

As regards the router, I have an Asus DSL-AC68U, one of the few third-party modem/routers that can handle both ADSL and VDSL; it remains to be seen how well it copes with the latter!

etdsaunders
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Re: Received email: "Your broadband product change is now complete"

Was you given a date when fibre will be active?
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NorthPole
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Re: Received email: "Your broadband product change is now complete"

Quote from my original post:

"I was previously notified that my fibre upgrade is scheduled for 20 May."

NorthPole
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Re: Received email: "Your broadband product change is now complete"

Pleased to say that Plusnet have now offered to refund the difference for the week (hopefully!) I have been billed for Unlimited Fibre Extra but am in fact still on ADSL. Smiley