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HELP Please My Account

kenm
Grafter
Posts: 58
Thanks: 7
Registered: ‎03-07-2014

HELP Please My Account

Is it too much to expect that when i sign in to my account at the member centre

that I should see the correct details that i contracted for a few weeks ago at present they are all wrong.

I managed to get the price corrected after 3 phone calls, I have a question open on it but cannot get a good reply

told its okay their side so dont worry about it ! Q no 235027570 latest reply on it is not what was being spoken about .

But I do worry it is INCORRECT and is causing a lot of stress and worry. I should be enjoying my upgrade to FTTC instead of

spending my time phoning PN, answering questions and making request on here for help. !

 

6 REPLIES 6
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,962
Thanks: 1,570
Fixes: 481
Registered: ‎01-01-2012

Re: HELP Please My Account

Afternoon @kenm 

I'm sorry to hear about these issues you've had with your account.

From what I can see everything is showing as correct on our end now.

Can you drop me a PM with a screenshot of the member centre as it looks on your end?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
kenm
Grafter
Posts: 58
Thanks: 7
Registered: ‎03-07-2014

Re: HELP Please My Account

Thanks for reply   Have sent 2 screenshots to your PM  page

Just checked my Questions and someone has closed them again in the middle of a conversation

I wish people would read things properly I am not complaining about SPEEDS  I am asking that my account shows what i have contracted for.

I my be phoning about speeds after my 10 day router setting is completed because at the moment its not great for fibre

Thank you.

ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 361
Thanks: 156
Fixes: 25
Registered: ‎02-05-2023

Re: HELP Please My Account

Hi @kenm I've got this sent off to investigate. As it's coming up to the weekend I'd be advising this can take up to 72 working hours to look into. 

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
kenm
Grafter
Posts: 58
Thanks: 7
Registered: ‎03-07-2014

Re: HELP Please My Account

I have just signed in to member centre and some details have been altered 

previously said 17 - 19mbp    have changed to 18 - 21mbp

who has been fiddling because these figures are still wrong

thank you

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,598
Thanks: 10,341
Fixes: 1,603
Registered: ‎21-04-2017

Re: HELP Please My Account

I think what’s confusing things is that the speeds shown in the portal are based on the ‘observed speeds’ of what you’re currently getting, so they’re bound to change. 

When investigating a fault, we’d always use the minimumum guaranteed speed agreed at the time that the contract was taken out, as confirmed here.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
kenm
Grafter
Posts: 58
Thanks: 7
Registered: ‎03-07-2014

Re: HELP Please My Account

I am not complaining about SPEEDS  I am asking that my account shows what I have contracted for.

I will start checking the speeds for problems once I have been running the new router for its training period ( 1week to go )

I am a bit confused 3 people have answered my question on here, but still not got an answer.

When re-contracting I was offered   Down 24-35mbps  UP 4 - 6mbps  Min G Speed  22.6  confirmed by email, 

 I would expect my account to show that for future reference.

So most of those figures are just sales waffle and all I can ever expect to get is the min guaranteed figure, that's what could be

classed as miss-selling for customer retention. 

Just run a  BT wholesale test      D  21.4    U  1.7   will keep looking for any improvement in coming week.