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Renewal process decides to downgrade my package half way through.

Community Veteran
Posts: 1,783
Thanks: 98
Fixes: 3
Registered: ‎17-06-2007

Renewal process decides to downgrade my package half way through.

So I'm currently syncing at 55MB down and 7.6MB up

 

I got an email saying that I was basically out of contract so why not renew

it tells me that I'm currently on "Unlimited Fibre Extra broadband with average speeds of 66Mb"

 

and that

 

This is our best offer for you based on your current package:
Unlimited Fibre Extra
From only
£25.99

 

So I click on the link in the email and it checks my line and then offers me Unlimited Fibre

 

So I guess I'm going to have to phone someone because obviously the automated system is not going to work.

 

Edited to add : This is surreal.

 

The link in the email sometimes gives me Unlimited Fibre but sometimes gives me Unlimited Fibre Extra.

The link in the member portal always gives me Unlimited Fibre

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4 REPLIES 4
Pro
Posts: 301
Thanks: 44
Fixes: 9
Registered: ‎28-09-2020

Re: Renewal process decides to downgrade my package half way through.

Is your package on your bills labelled “Plusnet Unlimited Fibre”? From what I’ve read this is a legacy package that’s the same as the current “Unlimited Fibre Extra” package but the renewal system seems to get confused whether it’s fibre extra or the current “Unlimited Fibre”

Might be worth ringing the customer options team direct on 0800 013 2632. If I’m right you could also try asking to be put on the current fibre extra package to prevent this issue in future. 

Community Veteran
Posts: 1,783
Thanks: 98
Fixes: 3
Registered: ‎17-06-2007

Re: Renewal process decides to downgrade my package half way through.

Your broadband service

  • Product: Unlimited Fibre
  • Estimated Download Range: 29 - 43Mbps
  • Estimated Upload Range: 5 - 7Mbps
  • Minimum Guaranteed Speed: 24.9Mbps
  • Current Line Speed (Download): 47.6Mbps

But what's odd is that the contract renewal process seems to randomly give me both the unlimited and the unlimited extra options.

 

And this is even more bizarre .. why does the cheaper, slower top speed package have a higher guaranteed minimum speed than the more expensive faster top speed package?

 

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Pro
Posts: 301
Thanks: 44
Fixes: 9
Registered: ‎28-09-2020

Re: Renewal process decides to downgrade my package half way through.

Yeah it sounds like this is caused by the legacy package which is confusing the system 

Community Veteran
Posts: 4,938
Thanks: 743
Fixes: 12
Registered: ‎05-04-2007

Re: Renewal process decides to downgrade my package half way through.

Aside from the year and a half contract. I don't see much difference.

If PlusNet management haden't taken so many lunches down the pub, they may have gotten an English degree so "We'll do you proud" sounds a bit better than "That'll do". Oh well.