cancel
Showing results for 
Search instead for 
Did you mean: 

Changing Broadband Package Catch

Newalpost
Newbie
Posts: 2
Registered: 19-04-2013

Changing Broadband Package Catch

Just a rant and a warning....
Last month I decided to change my broadband package from the Value service at £12.99 with 50% discount to the Unlimited Download Package.  The indication on the change product web page was that there would be a £4 difference in the price  £12.99 to £16.99.    What it didn't say is that you would lose your 50% discount because your are changing the contract.  I'm now faced with a larger increase in my bill.
Customer service were less than helpful and showed a complete lack of understanding that the information posted was mis-leading.  I asked to be returned to my original package and was told I couldn't.
BTW:  it took 25minutes to get through to someone.
I've now made a formal complaint and will see what happens.
Beware  Sad
8 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Changing Broadband Package Catch

Hi Newalpost,
I'm just about to update the ticket you've raised.
I hope this helps resolve the problem for you and I'm sorry for you feel that you've been mislead.
Chris Pettitt
Cloud Environments Engineer
kmilburn
Grafter
Posts: 902
Thanks: 2
Registered: 30-07-2007

Re: Changing Broadband Package Catch

Chris, 
given the number of times this has come up,  or related question posted beforehand,  wouldn't it be worthwhile adding the http://community.plus.net/unlimited-faq/  link on the product change page,  along the lines of the Fibre FAQ?
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Changing Broadband Package Catch

I think it's already there http://community.plus.net/unlimited-faq/#11
Chris Pettitt
Cloud Environments Engineer
kmilburn
Grafter
Posts: 902
Thanks: 2
Registered: 30-07-2007

Re: Changing Broadband Package Catch

While the information is in the FAQ,  the existence of the FAQ is not obvious,  unless you go hunting...
Given the importance of #11,  referencing the FAQ directly from the product change page seems a wise idea!
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Changing Broadband Package Catch

Oh I see what you mean, sorry.
Leave it with me, and I'll have a word. Thanks for flagging that up.
Chris Pettitt
Cloud Environments Engineer
Community Veteran
Posts: 26,452
Thanks: 696
Fixes: 8
Registered: 10-04-2007

Re: Changing Broadband Package Catch

I'd go further and say that when you go to Product Change it should pop up a warning if you currently receive a discount which continues beyond the end of the current month. That should warn that you will lose the discount and suggest that they ring COT to discuss the options available.
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)
Newalpost
Newbie
Posts: 2
Registered: 19-04-2013

Re: Changing Broadband Package Catch

Chris...
Thanks for resolving the problem for me.
Happy again  Smiley
Colin
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Changing Broadband Package Catch

No problem at all, Colin Smiley
Chris Pettitt
Cloud Environments Engineer