Stuck on 40/10 but paying for 80/20

[#1]

Hi there

I was hoping a friendly admin here might help as I am getting nowhere with the conventional route.

tl;dr :

1)WIth plusnet for three years approx on fibre essentials (40/10)

2)At contract renewal in march was persuaded to go over to fibre extra for a small additional monthly fee (80/20)

3) Broadband goes down in early October.  During the repair period it is revealed that the switch to 80/20 has never occurred.

4) Repeated attempts by plusnet tech to switch over to 80/20.  Two engineer visits, both told of line failure rather than incorrect line banding

5) Most recent engineer commented that plusnet need to tell openreach it is a new product to force the banding change, rather than randomly calling out an engineer under the auspices of a line fault.  (The 40/10 line is fine and stable again btw).

Is there somebody here who knows which button to push for this to happen?

Many thanks in advance, 

Matt

[#2]

Hi
I suggest raising a compliant with PN.
https://www.plus.net/help/legal/complaints-code-of-practice/
Ignore any refernces to chat, PN have stopped supporting chat but left references to it littered across the website 😞
Raise a ticket and ask for the contracted service to be provisioned on your line and a refund for the additional money paid for each month they failed to properly provision the circuit.
Also ask for a good wil gesture as you had to contact Plusnet multiple timess, be in attendance for two Openreach visits etc
Regards
Richard

[#3]

Hi there- thanks of your advice RichardB- I will do just that!  Unfortunate to have to go down the formal complaint route but responses to the support ticket are not getting me anywhere.

Best

Matt

[#4]

Hey @moonuntalpha, 

Thanks for your time on the phone just now. I've provided a record of our discussion and the steps I'm taking to resolve the matter for you here. I'll be back in touch on Friday with more info! 

Thanks.