Strange email from Plusnet…
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04-03-2019 11:21 PM
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Last summer I phoned PN to haggle a new contract similar to deals offered to new customers. I was on Unlimited Fibre at the time. After a long phone call we came to an agreement - I "upgrade" to Fibre Extra and I get a discount that brings the price down to 50p more a month than new customers pay for 80/20.
Roll on six months and today I receive an email that says -
At Plusnet we believe in being honest and straight talking. We've recently become aware of a problem with your broadband, which means you have been set-up on Unlimited Fibre Extra (66Mbps average download speed) rather than the Unlimited Fibre product (36Mbps average download speed) that you signed up to.
We will need to work with our suppliers to update your service to make sure you're getting the right product you signed up to. We will make this change within the next month.
After signing up to Fibre Extra my download speed increased from 51Mbps to 54Mbps. Bit disappointed, but PN said this was the best I could expect and had only been promised 52+ Mbps.
So now I am very confused receiving the above email saying my line speed is going to be cut to < 40 Mbps.
Please tell me I received this email by mistake...
Fixed! Go to the fix.
Re: Strange email from Plusnet…
05-03-2019 10:40 AM
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Hi @bartxp,
I'm sorry that you've received an email to say that your line will be downgraded to standard fibre within the next month and for any inconvenience that this has caused.
I've had a look into this and this appears to have been sent automatically due to an error with how your fibre product is shown on your account. I've sent your details to our products team and have asked them to ensure that your line is not downgraded and to correct the account error so that you don't receive any similar communications moving forwards.
Re: Strange email from Plusnet…
05-03-2019 7:57 PM
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Thanks Emily.
Re: Strange email from Plusnet…
08-04-2019 5:26 PM
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Hello Emily
I have just received this month's bill and it has increased by £10. The section 'Your charges broken down' (see below) lists 15 items with +/- charges repeated several times.
Would you please take a look into what has gone wrong with my account.
Qty Description From To Gross
1 Balance brought forward £26.73
1 Evenings & Weekends Included 06/04/19 05/05/19 £0.00
1 Line Rental 02/04/19 05/04/19 -£2.45
1 Line Rental 02/04/19 05/04/19 £2.45
1 Line Rental 06/04/19 05/05/19 £18.99
1 Caller Display 06/04/19 05/05/19 £0.00
1 Unlimited Fibre 06/03/19 05/04/19 -£15.99
1 Unlimited Fibre 06/03/19 01/04/19 £13.93
1 Unlimited Fibre Extra 02/04/19 05/04/19 £2.71
1 Unlimited Fibre Extra 06/04/19 05/05/19 £20.99
1 Discount 12/03/19 05/04/19 £5.65
1 Promotional Discount 02/04/19 05/04/19 -£1.03
1 Promotional Discount 06/04/19 05/05/19 -£7.99
1 My Referrals 06/03/19 05/04/19 -£1.25
1 Payment 13/03/19 13/03/19 -£26.73
Total £36.01
Re: Strange email from Plusnet…
08-04-2019 5:48 PM
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Thanks for getting back in touch @bartxp
I'm currently looking into this billing issue for you and will update you via the account shortly.
I do apologise for any inconvenience this has caused.
Re: Strange email from Plusnet…
08-04-2019 6:38 PM
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Moderators Note
This topic has been moved from Fibre to My Account / Billing
If it helped click the thumb
If it fixed it click 'This fixed my problem'
09-04-2019 11:05 AM
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