Plusnet Service/Information

[#1]

I have recently signed up to a new contract with Plusnet whereby I lost my landline, get 11 Mb/s (instead of the 30 Mb/s I got 4 years ago) and it costs a pound or so more each month.

To cap it all I have just been told I will be billed for the new Plusnet Hub Two I was sent despite the fact I already had one.

Today I just checked my "deals" and have been offered a contract in accordance with the attached picture for £1 a month less.

Why do Plusnet make offers like this that their record show they can't make good on?

It is impossible to get in touch in writing with them now as well, I would have to spend half a day holding on the 'phone line.

If I proceed with their offer can I hold them to providing the service they says is available?

[#2]

@jeff-gaines Are you actually only getting 11Mb/s? If so, that will almost certainly be due to a network fault which needs rectifying. Can you attach your routers Technical Log - Information page, and the output from https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome - obscuring personal details from both.

I would query the Hub delivery charge - again - as you didn't need it and they shouldn't have sent it.

[#3]

A download of only 11Mb would appear to be below the expected minimum 16.6 i.e.in the hand back zone.

Check the Line Sync speeds to ensure there is not Wi-Fi issue at play ( e.g. a Wi-Fi repeater can halve the speed )

[#4]

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@jeff-gaines wrote:

I have recently signed up to a new contract with Plusnet whereby I lost my landline, get 11 Mb/s (instead of the 30 Mb/s I got 4 years ago) and it costs a pound or so more each month.

To cap it all I have just been told I will be billed for the new Plusnet Hub Two I was sent despite the fact I already had one.

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There is a cost free way of sending one back: Plusnet Return Router | Recycle Router | Help | Plusnet

[#5]

But that will not cancel the original charge, @pvmb .

[#6]

Moderators Note

This topic has been moved from Broadband to My Account / Billing

[#7]

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@jab1 wrote:

But that will not cancel the original charge, @pvmb .

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But it surely helps! 😀

[#8]

It gets rid of the router, yes, but it doesn't get the money back.

[#9]

@jeff-gaines 

I’m trying to understand your post.

Is your complaint that you have recently agreed to move to SoGEA, hence giving up your landline. Having done this you have checked your account and found a cheaper option of which you were not aware? If so, one must question the age of this offer.

Regarding the speed, has it dropped since you recently upgraded? Have you actually checked the speed? You quote 4 years ago but what was the speed immediately before you recently recontracted?

The price you pay is the price quoted in the offered contract, to which you agree..

[#10]

@Baldrick1 Re: the speed - we really need the data I requested above to determine the issue and advise accordingly.

[#11]

@jab1 

Totally agree. We also need to know how speed is being measured. I’m trying to clarify the questions before suggesting answers.

[#12]

Fair enough, @Baldrick1 , but without some solid data....

[#13]

My concerns are:

Having seen a price increase for a reduced service how can I be offered a cheaper price less than a month later?

How can this new service offer a minimum guaranteed speed 50% higher than the speed I was told was the absolute maximum less than a month later?

Why was I billed for a new hub identical to the old one, particularly as it is the same make/model?

How do I get in touch with Plusnet in writing?

In respect of speed I tried to use both the Plusnet and BT speed checker but neither worked. I used the one at https://speedof.me/ which confirmed my speed as 11.59 Mb/s, the modem shows I am connected at 11.456 Mb/s.

[#14]

@jeff-gaines 

"In respect of speed I tried to use both the Plusnet and BT speed checker but neither worked. I used the one at https://speedof.me/ which confirmed my speed as 11.59 Mb/s, the modem shows I am connected at 11.456 Mb/s."

That seems a rather specialised speed tester, which appears to exaggerate my download speed. The "BT speed checker" passed over yonks ago now. Not sure what you mean by "Plusnet speed checker", possibly this simple one which gives consistent results: https://fast.com/

[#15]

@jeff-gaines Can you please supply the data I asked for above, along with a speed test - that suggested by @pvmb will do, as a guide, but for any serious response to be offered, we need solid, checkable data.

If you do not help us to help you, we can't.