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Change Product - a number of oddities

Community Veteran
Posts: 38,315
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Change Product - a number of oddities

I just changed product from Value to Extra and a few comments
Why does it show that I now need to pay line rental when the previous product showed it as zero (paid for 12 months in advance.)
Where does the process get the estimated line speeds from as it is all to pot
First it states 2Mbps then after the change it shows 1.5Mbps
And the Plusnet speed page shows this
Estimated line speed:
    1.5Mb (This may vary between 1Mb and 3.5Mb) - Checked on 2012-06-22 10:43:29 - Note the time it hasn't changed to BST as this will be from when I changed products at 09:43 approx
Current line speed:
    4.2 Mb
Router stats
Noise Margin:    5.8  dB
Connection Rate:  4800  Kbps
Line Attenuation: 50.0  dB
Uptime nearly 11 days
Why didn't I receive an email notification of the Service Notice - I had to look at closed questions to see it
9 REPLIES
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Change Product - a number of oddities

Hi Jim,
Quote from: Oldjim
Why does it show that I now need to pay line rental when the previous product showed it as zero (paid for 12 months in advance.)

Not sure, where does it say that? I can see your next invoice and it's £0.00 for line rental.
Quote from: Oldjim
Where does the process get the estimated line speeds from as it is all to pot
First it states 2Mbps then after the change it shows 1.5Mbps

The estimates come from the BT Availability Checker. Can you elaborate a bit on what happened?
Quote from: Oldjim
Estimated line speed:
    1.5Mb (This may vary between 1Mb and 3.5Mb) - Checked on 2012-06-22 10:43:29 - Note the time it hasn't changed to BST as this will be from when I changed products at 09:43 approx

I ask around about that.

Quote from: Oldjim
Why didn't I receive an email notification of the Service Notice - I had to look at closed questions to see it

We send an email when the product actually changes rather than when it's scheduled.
Jojo Smiley
Community Veteran
Posts: 38,315
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Change Product - a number of oddities

Rather than messing about with quotes
Line Rental
- in the final summary screen after I agreed the change (I remember another thread about this where the user didn't want to make the change because it looked as though he was going to be hit with an extra charge)
Line Speed
- when I first started the move process it advised that the line speed would be 2Mbps but after the move process it advised that it would be 1.5Mbps
How it calculates 2Mbps then 1.5Mbps when the line is rock solid at 4.8Mbps I have no idea
email notification
- I suggest that you change the system as the only way I could tell when the change was due to take place was via a closed ticket and most users won't know to do that.
Remember the number of posts by users asking about when the change will take place and why wasn't there notification of the change
Community Veteran
Posts: 26,452
Thanks: 696
Fixes: 8
Registered: 10-04-2007

Re: Change Product - a number of oddities

Totally agree with your last comment.
Either they think the change hasn't worked and keep trying, or they assume it has worked and they are asking why their usage allowance hasn't changed.
A simple acknowledgement email confirming that they have successfully ordered and change of product and that it will occur on <date> would make a world of difference to the experience.
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 Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Change Product - a number of oddities

It's a great idea and would most likely stop a lot of queries, I've passed it on - hopefully not be a major change but we'll see what happens. Can't give any dates yet though I'm afraid.
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Change Product - a number of oddities

HI guys,
if we were to do this what do you suggest the wording in the email should be?
Jojo Smiley
Community Veteran
Posts: 38,315
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Change Product - a number of oddities

Basically notifying them that the change of product has been successful and the date at which it will happen.
A link to the ticket would be useful if that is possible
Community Veteran
Posts: 26,452
Thanks: 696
Fixes: 8
Registered: 10-04-2007

Re: Change Product - a number of oddities

Also that their existing usage allowance will apply until that date.
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)
jojopillo
Grafter
Posts: 9,786
Registered: 16-06-2010

Re: Change Product - a number of oddities

How about something like this
[quote=text]You have successfully scheduled your account to change to [product] on [date]. Your current product will continue unchanged until the date of the changeover.
We won't be able to provide a link to the ticket, Jim
Jojo Smiley
Community Veteran
Posts: 38,315
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Change Product - a number of oddities

That is all that is needed  Grin