Misleading full fibre promise

[#1]

Plusnet Full Fibre Promise says you can upgrade to full fibre as soon as it is available in your area. It is now available in my area but not with Plusnet. I did not know there are different companies putting in the full fibre cables and the broadband providers don’t work with all of them. So, Plusnet are charging me to get out of a new contract (a few weeks past cooling off period ended) which I would not have signed if I knew they weren’t gonna get me on the cables I could see being put in. Have spoken to a manager who has listened to the phone call where I mentioned fibre cables going in and that I would want to change as soon as possible but was not told these were not Plusnet cables.

I really think I should have been made aware that Plusnet will only let you upgrade to full fibre for free when it is available through them and they cannot supply through all fibre cables. Not what is stated in the Full Fibre Promise at all!

[#2]

Silly question, but when you agreed the new contract with PN, did you check that Openreach (whose network PN use) were installing Full Fibre in your area?

[#3]

I did not know that there were different fibre broadband networks being installed. There has only ever been one phone line, electricity line and water supply to my house so I assumed this would be the same. Really think I should have been made aware of this when I was on the phone renewing my contract.

[#4]

Did you ask, though? The PN agents are not mind readers.

[#5]

Do you work for Plusnet?

[#6]

NO I don't.

[#7]

Moderator's note:      Duplicate post removed

[#8]

Plusnet are in the same ISP group as BT/EE/Openreach

Use the link below to see if there is an openreach fibre availability estimate for your street.

https://www.openreach.com/fibre-checker

[#9]

@olih1 

Your best bet is to make a formal complaint. See: https://www.plus.net/help/legal/complaints-code-of-practice/

[#10]

So, who is installing fibres?

[#11]

City Fibre. I guess a quick google would have shown me that Plusnet do not work with them but I had no idea that was even a possibility. Moving to another company so I can get on that network asap and bypass the ancient copper wire running through my garden. Just would be nice not to have started a new contract with Plusnet…

[#12]

@Baldrick1  I don't see any grounds for a complaint, the full fibre promise depends on an Openreach FTTP service  being available. Unfortunately the OP's error was to assume other fibre networks could be used by Plusnet.

[#13]

Well, so it seems…. Should really be an asterix that says that on the advert shouldn’t there? Reading the advert as is, I was misled!

[#14]

This wording is on PlusNets web site, it says nothing about WHO can supply Full Fibre, nor does it define or limit it:

Plusnet’s Full Fibre promise

Full Fibre is rolling out across the UK. If you can’t get it just yet, don’t worry.

Sign up to our Fibre package, and you’ll be able to upgrade as soon as Full Fibre hits your street. Now that’s a plus.

I think you have a good basis for a complaint. 👍

A footnote also says:

Full Fibre is also broadband only, so doesn’t need or provide a phone line service. This package uses the latest fibre technology which runs direct to your home.

Full Fibre is so new it’s not available everywhere just yet. The good news is, when you sign up to a Fibre package you can easily upgrade to Full Fibre when it becomes available in your area.

[#15]

The above post is very important.  Read it carefully.

The switch from Plusnet ADSL or FTTC to FTTP is not a like for like upgrade to faster internet.

Depending on the state of your service, you will loose the land line telephone, you may also loose your email accounts.