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Wrong package and profile for new 24 month contract?

sultan3
Dabbler
Posts: 14
Fixes: 1
Registered: 05-02-2013

Wrong package and profile for new 24 month contract?

I just recently extended my Unlimited broadband service by phone on the understanding that my estimated line speed will be upto 78mbps (same as before). But seems that  that I have been put on the 40mbs package. Could somebody sort this for me . As per contract it should be upto 78mbs. I have not been able to sort this yet. See below
Dear Mr******
Thank you for your time today.
Please keep a copy of this e-mail for your records.
As discussed, I’ve made the following changes to your Plusnet service.

Your Plusnet Unlimited broadband service will be ready to use from your next billing date 27/2/2015

Your estimated line speed is 74.8mbps, however this may vary due to the distance from your exchange, quality of your phone line, traffic prioritisation and management policies amongst other factors.

A breakdown of your monthly bill is as follows:

5 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Wrong package and profile for new 24 month contract?

You should be on a " Fibre " product, the default is 40/20, but "Fibre Extra" is 80/20.
I trust that clarifies matters, but please let me know if I can assist further.
 Tony
 Plusnet Support
sultan3
Dabbler
Posts: 14
Fixes: 1
Registered: 05-02-2013

Re: Wrong package and profile for new 24 month contract?

I am on a fibre product.  But. my profile shows 40/20.  I should be on 80/20. at the price that was agreed with me.
Community Veteran
Posts: 26,531
Thanks: 769
Fixes: 9
Registered: 10-04-2007

Re: Wrong package and profile for new 24 month contract?

Was it agreed that you would go on to Unlimited Fibre?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Wrong package and profile for new 24 month contract?

Your ticket is rather confusing, in that it could be argued either way. I'm therefore trying to get further information for you. I've moved the ticket on your account to my workflow.
 Tony
 Plusnet Support
Plusnet Staff
Plusnet Staff
Posts: 1,834
Thanks: 3
Registered: 24-07-2014

Re: Wrong package and profile for new 24 month contract?

This should be sorted out in about five minutes time. I will update your ticket with more details.
 Tony
 Plusnet Support