Upload reduced to 2 meg
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- Re: Upload reduced to 2 meg
Upload reduced to 2 meg
20-09-2015 6:05 PM
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Last Friday, I received an email telling me my product change was complete and that my upload speed would now be 2 meg - I used to get 8. I'm really annoyed that at no point during that telephone call, was I told that by accepting the new contract my speed would be reduced drastically. I rang customer service who told me there's nothing they can do about it, it's out of their hands, but if I upgrade to Fibre extra I can have up to 20meg upload. Bit sneaky Plusnet, but your customer service is so good, I agree to the extra charge and an upgrade.
Then I'm told that my exchange (Caerleon NP18) does not support Fibre extra, so, "Oh dear, I'm afraid we cant upgrade you after all, your exchange only supports up to 38meg / 2 meg".
"So can I have my old package back please, the one where I had in excess of 8meg upload and when it was first installed just over 40 download?"
"Sorry no, that doesn't exist any more. Your exchange only supports ... blah ... blah"
So how come I used to get better Plusnet? I'm really annoyed about this, I feel like I've been tucked up completely! I would never have agreed to the contract had I realised
Re: Upload reduced to 2 meg
20-09-2015 7:55 PM
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the 2Gb upload speed is purely controlled by PN. If you didn't agree to a product change (and this will be backed up by your phone transcript) you should be able to insist they put you back, but Customer Services won't be able to help you. You really need to get put through to Provisioning or Retentions and they have both more knowledge and ability to do something about it. But you have to stand firm and kick up a fuss.
Re: Upload reduced to 2 meg
20-09-2015 8:32 PM
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whether or not Btw can give back the upload the OP had i do not know hopefully someone on the CRT can see this tomorrow and help sort it out.
Re: Upload reduced to 2 meg
20-09-2015 8:50 PM
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PN have withdrawn the 40/20 product and replaced it with 40/2. They don't offer 40/10 and (currently) refuse to supply 80/20 on lines that won't support download speeds much above 40Mbps, even if the customer acknowledges that they won't get anywhere near 80Mbps but is prepared to pay for it as they want 20Mbps upload.
At face value, the OP has been lied to by PN and hopefully someone will be along tomorrow that can 'kick bottom' at PN towers and restore the OP's product back as it was. At the same time they can rap the knuckles of the staff that have dealt with the case so far and add the issue to the increasingly long list of items to be covered by remedial training!
Re: Upload reduced to 2 meg
20-09-2015 8:59 PM
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Re: Upload reduced to 2 meg
22-09-2015 7:15 AM
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You made a good point about me not agreeing to a product change actually, I was told it would be the same, just £5 cheaper by signing up for 18 months. I also think I've been fibbed to about my exchange not being able to support the Fibre extra package - I know I wont get anywhere near 80 meg, but if my line had over 40 down and almost 12 up when it was first put in, that shows it is possible for me personally to be on the higher package surely. I'm happy to pay for the bigger package and get the download speed I have now just to get a better upload.
This feels very unfair, Plusnet range me to offer this, it's not like I approached them for the saving
Re: Upload reduced to 2 meg
22-09-2015 10:21 AM
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Re: Upload reduced to 2 meg
22-09-2015 10:26 AM
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any other resolution would be a breach of contract IMO.
Re: Upload reduced to 2 meg
22-09-2015 10:29 AM
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Re: Upload reduced to 2 meg
22-09-2015 10:31 AM
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Re: Upload reduced to 2 meg
22-09-2015 10:35 AM
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Quote from: Chris Doing that would also remove any agreed discounts, I'm trying to sort out a way to do both.
so the assumption there is that the OP was mis-sold the product then when agreeing the discount?
after-all the customer did not prompt for a discount, PN offered it.
was it made clear to the customer that agreeing to a discount would result in a dropped upstream? it appears it wasn't.
is there a concerted effort by PN to get people off the 40/20 product by any means? including offering discounts and "forgetting" to inform them that the upstream would be dropped to 2Mbps?
Re: Upload reduced to 2 meg
22-09-2015 1:55 PM
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Re: Upload reduced to 2 meg
22-09-2015 2:02 PM
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Quote from: MattyC If there is a provision needed, it'll be 40/2.
Quote from: ad47uk So what happens when my contract comes to the end are you going to drop me down to 2Mb/s upload.
In this circumstance, there is no need for provision. You'll get left as you are.
Though say for example you move house, it'd be different.
Hope this clarifies it a little better. Apologies if I'm missing anyone's posts.
Matty
Like they're not supposed to be doing.
Re: Upload reduced to 2 meg
22-09-2015 7:16 PM
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Is this something that any other Plusnet customer being offered a new contract should be aware of before they agree, or was a mistake made with my particular account?
Re: Upload reduced to 2 meg
23-09-2015 4:59 PM
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- Re: Upload reduced to 2 meg