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Upgrade to Fibre Extra - remain on contract...

lukemcinnes
Newbie
Posts: 4
Registered: 29-11-2016

Upgrade to Fibre Extra - remain on contract...

Hi there,

 

I am looking to upgrade to Extra as the 2Mbit upload speed is choking me. If I go to upgrade through member centre I am told the following: 

 

"Change to this package and remain on your current 18 contract (5 months remaining)"

 

This seems quite clear to me. I can upgrade without agreeing to an 18 month term. Can someone on these forums confirm that this is the case? The guy on the phone told me that I would need a new contract. The small print doesn't seem clear on this issue. 

 

Thanks,

Luke

7 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 2,143
Thanks: 371
Fixes: 116
Registered: 22-08-2015

Re: Upgrade to Fibre Extra - remain on contract...

Hello there @lukemcinnes and welcome to the community forums

 

I believe that upgrading from Unlimited Fibre to Fibre Extra would create a new contract, but from what your Member Centre is advising you it appears it'll retain the existing contract period.

 

Leave this with me; I'll look into it and I'll get back to you tomorrow.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
Browni
Seasoned Champion
Posts: 1,980
Thanks: 643
Fixes: 43
Registered: 02-03-2016

Re: Upgrade to Fibre Extra - remain on contract...

@lukemcinnes I did that back in August and it didn't start a new contract. Here's what it says in the service notice when the upgrade took place...

Dear xxx,

This is confirmation that your Unlimited Fibre Extra (Without Phone) - Market 2/3 contracted service has now activated.
You're in month 6 of your 18 Months contract.

You can view further information about this contract on the Account Summary page in the Account Details section of the portal.

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
lukemcinnes
Newbie
Posts: 4
Registered: 29-11-2016

Re: Upgrade to Fibre Extra - remain on contract...

Hey Browni & Anoush,

Thanks both for getting back to me. I spoke with an advisor on chat and he assured me that I would not require to go onto a new contract and that it will only apply to the remainder of my current contract. That was reassuring and definitely goes in favour when considering how to proceed come contract end. For this reason I upgraded via the member centre (and saved my chat down in case!).

Happy to respond once I receive confirmation that upgrade has went through. Appreciate the input from both.

Thanks,
Luke
Browni
Seasoned Champion
Posts: 1,980
Thanks: 643
Fixes: 43
Registered: 02-03-2016

Re: Upgrade to Fibre Extra - remain on contract...

With a bit of luck the upgrade will take place at 2am Thumbs Up

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
lukemcinnes
Newbie
Posts: 4
Registered: 29-11-2016

Re: Upgrade to Fibre Extra - remain on contract...

Sure enough I got a mail @ 01:52 confirming that the upgrade had taken place. This was not reflected in my speed test this morning but I will check again this evening once I am home from work.

 

Thanks,

Luke 

Plusnet Staff
Plusnet Staff
Posts: 2,143
Thanks: 371
Fixes: 116
Registered: 22-08-2015

Re: Upgrade to Fibre Extra - remain on contract...

Thanks for getting back to us Luke

 

I can confirm that your contract length hasn't been touched. Looking at the upgrade order with our suppliers it appears to have been pushed back by 24 hours. I'm not entirely sure of the reason, however, it is now committed for tomorrow.

 

Apologies for any inconvenience caused.

From when I joined the Plusnet Help Team in May 2017 my main Community account is @Gandalf.
If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Staff
lukemcinnes
Newbie
Posts: 4
Registered: 29-11-2016

Re: Upgrade to Fibre Extra - remain on contract...

Checked the line before work this morning and speed test was coming in at ~55/20 so something certainly happened during the night. Wonder if that download speed will creep up.

 

Anyway - looks like my initial question has been answered. I've been upgraded and remained on the same contract so thanks folks.

Luke