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signed up to 40/10 got 40/2 in reality

jimk
Newbie
Posts: 4
Registered: 07-12-2015

signed up to 40/10 got 40/2 in reality

Hi there
Looking for a bit of advice , I signed up over the phone on Nov 9th last year to the 40/10 fibre product and with that in mind I paid the 12 month line rental saver to plusnet as part of the deal.
I made it clear at the time it had to be that product as a minimum as I can achieve much better speeds albeit not unlimited on my mobile.
I would have got rid of my landline if I knew it was only going to be 40/2.
Unfortunately when FTTC was installed on the 4th Dec ,it was immediately obvious that I'd been put on a 40/2 product.
Plusnet have now admitted in writing that the advisor did sign me up for 40/10 and that was the product agreed on the phone.
However it appears they don't want to do anything to address the mistake bar suggest I pay another £5 a month to upgrade to the 80/20 product or if I can find a cheaper deal they will price match it.
Considering everyone else seems to offer 40/10 as standard that's a bit difficult and I grudge paying for 80/20 when the line will only support 50-odd mb.
Any ideas , I've asked for all this to be confirmed in writing before I go to CISAS to make a complaint.
Thanks
Jim
11 REPLIES
Community Veteran
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Registered: 10-04-2007

Re: signed up to 40/10 got 40/2 in reality

Not sure how you could have signed up for 40/10 as since June last year Plusnet has only sold Plusnet Unlimited Fibre which is 40/2 and Plusnet Unlimited Fibre Extra which is 80/20.
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)
jafreer
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Registered: 13-10-2012

Re: signed up to 40/10 got 40/2 in reality

Quote from: jimk
Plusnet have now admitted in writing that the advisor did sign me up for 40/10 and that was the product agreed on the phone.

I don't think it is so much an issue of what products were available at that time as what PN told the OP he/she would get.
alegeek
Grafter
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Registered: 20-06-2011

Re: signed up to 40/10 got 40/2 in reality

Take them up on the offer of price matching, TalkTalk are doing 40/2 free for 12 months or 80/20 for £10,.
jimk
Newbie
Posts: 4
Registered: 07-12-2015

Re: signed up to 40/10 got 40/2 in reality

Problem is I live in a Market 1 area ,the cheap deals from Talk Talk aren't available
Community Veteran
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Re: signed up to 40/10 got 40/2 in reality

Although Plusnet don't currently sell 40/10 quite some time ago it was one of the options. Some people who were on that who have recently re-contracted to save money and were told their speeds wouldn't change have found themselves downgraded to 40/2. After kicking up a fuss on here they were put back on to 40/10 so it can be done.
Stick to your guns. As they have conceded the advisor told you it would be 40/10 insist that you are put on that at the price agreed. (BTW it actually costs Plusnet an extra £1 per month to upgrade a line from 40/2 to 40/10).
If you haven't already done so, raise a formal complaint - see http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml (there's a link in there to raise the complaint online via the Help Assistant). That will ensure that someone who can resolve it sees your issue.
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)
alegeek
Grafter
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Registered: 20-06-2011

Re: signed up to 40/10 got 40/2 in reality

You should qualify for EE's 9.95 fibre for 18 months.
Community Veteran
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Registered: 10-04-2007

Re: signed up to 40/10 got 40/2 in reality

Quote
info: Welcome to EE. A Sales Advisor will be with you shortly.  Please note they do not have access to existing customer details and cannot process upgrades or queries related to an existing EE account. If you have a query of this nature please contact customer services on ***** or 07953 ***** *****  from your EE handset
info: You are now connected with 'Maddox'
Maddox: Thank you for contacting EE, UK's biggest, fastest and most reliable network. I am Maddox and how can I help you with your order?
John: What is the upload speed on your Fibre 38mb package
Maddox: Hi John, Good morning Smiley
Maddox: I'd be happy to help you with that
Maddox: Please provide me your complete address,post code and landline number to check that information for you
John: <removed>
Maddox: Thank you!
Maddox: Please give me a moment while I find this information for you
Maddox: As I review your details, I see that unlimited data is available for you on fibre broadband
Maddox: We estimate that your line can support download speeds of between 62.6 Mb/sec and 80.0 Mb/sec, and upload speeds of between 15.9 Mb/sec and 20.0 Mb/sec.
John: I've run the checker but it doesn't tell me the upload speed if I opt for the 38mb package. It will either be 2 or 10.
Maddox: Ok
Maddox: On 38mb/sec package you will get upload speed upto 15mb/sec maximum
John: OK thanks

From that it would appear that EE's 38mb package is a capped 80/20 like Plusnet's used to be.
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)
Community Veteran
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Registered: 26-09-2015

Re: signed up to 40/10 got 40/2 in reality

EE could be doing the same as Plusnet, quoting the estimated possible speeds, not necessarily that speed their product will allow.
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Re: signed up to 40/10 got 40/2 in reality

I suspect that EE's sales agents don't actually know the upload speed on their 38Mb/s product - I doubt VERY much they'd do the 40/20 capped product that was always unique to Plusnet.  As @easmith says, they're just quoting the estimated maximum line speeds from the BT (OR?) database.
Call me 'w23'
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Community Veteran
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Registered: 10-06-2010

Re: signed up to 40/10 got 40/2 in reality

I eventually found EE's About Fibre broadband speeds which says 38 down and 10 up.
Community Veteran
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Re: signed up to 40/10 got 40/2 in reality

Beaten to it by @ejs  Smiley, just found the very same info.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.