cancel
Showing results for 
Search instead for 
Did you mean: 

Account upgrade via product change did anyone else have problems?

LEEEVANS69
Grafter
Posts: 37
Thanks: 3
Registered: ‎15-05-2013

Account upgrade via product change did anyone else have problems?

I'm awaiting a callback, but did anyone else suffer from this issue?

IE "change to this package and remain on your 24 month contract (6 months remaining)  (but they didn't)

Thanks Smiley

27 REPLIES 27
Paul71
Newbie
Posts: 3
Thanks: 1
Registered: ‎23-03-2019

Re: Account upgrade via product change did anyone else have problems?

I have had exactly the same issue. Upgraded from Unlimited Fibre to Unlimited Fibre Extra, 6 months left of contract and got put on a new 18 month contract.

On their website at this URL   https://www.plus.net/help/legal/product-change-policy/   states that upgrading will not affect your current contract.

I have raised a ticket regarding this so awaiting response.

 

LEEEVANS69
Grafter
Posts: 37
Thanks: 3
Registered: ‎15-05-2013

Re: Account upgrade via product change did anyone else have problems?

I have screen shots of every stage still waiting a call back from Wednesday night lol
Plusnet Help Team
Plusnet Help Team
Posts: 216
Thanks: 47
Fixes: 15
Registered: ‎25-02-2019

Re: Account upgrade via product change did anyone else have problems?

Hi @LEEVANS69

 

Apologies for the time it is taking for the callback. I have emailed the manager dealing with this matter directly who will be giving you a call soon.

If this post resolved your issue please click the 'This fixed my problem' button
 Faris N
 Plusnet Help Team
LEEEVANS69
Grafter
Posts: 37
Thanks: 3
Registered: ‎15-05-2013

Re: Account upgrade via product change did anyone else have problems?

Thanks just had a call from a manager, very happy with what was agreed.

Plusnet Help Team
Plusnet Help Team
Posts: 901
Thanks: 145
Fixes: 36
Registered: ‎09-10-2018

Re: Account upgrade via product change did anyone else have problems?

Hi @LEEEVANS69, thanks for your post.

 

We're pleased that you've now had the manager call and that you were able to agree to a positive resolution.

 

Please let us know if you need any further assistance at all, we're only a click away.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Paul71
Newbie
Posts: 3
Thanks: 1
Registered: ‎23-03-2019

Re: Account upgrade via product change did anyone else have problems?

Did Plusnet agree that it was their mistake? I am still waiting for a resolution

LEEEVANS69
Grafter
Posts: 37
Thanks: 3
Registered: ‎15-05-2013

Re: Account upgrade via product change did anyone else have problems?

They said the wording is wrong and needs changing. I've left plusnet now, so happy with the final outcome.

Paul71
Newbie
Posts: 3
Thanks: 1
Registered: ‎23-03-2019

Re: Account upgrade via product change did anyone else have problems?

Cool, thanks for letting me know. I should get a response/resolution by Wednesday so fingers crossed

LEEEVANS69
Grafter
Posts: 37
Thanks: 3
Registered: ‎15-05-2013

Re: Account upgrade via product change did anyone else have problems?

Looks like I am being billed after the conversation the manager had with me. Can this be chased up please Thanks

Plusnet Help Team
Plusnet Help Team
Posts: 438
Thanks: 62
Fixes: 36
Registered: ‎06-08-2018

Re: Account upgrade via product change did anyone else have problems?

Hi @LEEEVANS69 thanks for getting in touch.

 

This issue is currently with one of our internal teams, I have now spoken with them and they have advised they will provide you with an update within the next 24 hours.

 

Sorry for any inconvenience caused

If this post resolved your issue please click the 'This fixed my problem' button
 Satss
 Plusnet Help Team

LEEEVANS69
Grafter
Posts: 37
Thanks: 3
Registered: ‎15-05-2013

Re: Account upgrade via product change did anyone else have problems?

That's great, thanks 

LEEEVANS69
Grafter
Posts: 37
Thanks: 3
Registered: ‎15-05-2013

Re: Account upgrade via product change did anyone else have problems?

No update and now had the debit taken from the bank which I was told wasn't going to happen

Plusnet Help Team
Plusnet Help Team
Posts: 216
Thanks: 47
Fixes: 15
Registered: ‎25-02-2019

Re: Account upgrade via product change did anyone else have problems?

Hi @LEEEVANS69

I am sorry for the inconvenience caused. I have spoken to the manager that was dealing with the issue, who's back in today. They are going to pick the matter up today and update you. Thank you for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Faris N
 Plusnet Help Team
LEEEVANS69
Grafter
Posts: 37
Thanks: 3
Registered: ‎15-05-2013

Re: Account upgrade via product change did anyone else have problems?

Thanks just got off the phone to them Smiley