I contacted them as mentioned above, and it was agreed - that as a loyal customer - the cost would be reduced by a further £2.00 to bring it into line with the price a new customer would pay. I was also offered free weekend calls for 6 months. I didn't want them, but there was no chance I was getting the voucher (a limited time offer, only for new customers of course). The last part wasn't applied, so I raised a "question" (RIP tickets). Unfortunately it seems the new question system is as difficult to track for the plusnet employees as it is for the customers, as the first answer I got claimed I'd agreed to x with y, and so my question was invalid. I screenshot the subsequent one and shot that back. Someone else answered and said it'd be sorted. Then the free calls wasn't applied, so I was charged for a single call I'd made. I eventually got 3 months free anytime calls applied, which of course I didn't want anyway, but was still charged for the call. Also a dubious £3.55 for broadband...I'm none the wiser on this. Possibly an amount calculated between the two billing dates?
So, due to this lowering of confidence in the system, I log in today to remove the free calls. I haven't used it since, but who knows how much I'll be billed next, so thought I'd drop it preemptively. Stepping through the 'product change' states an out of contract price for the broadband I currently receive, despite me being in contract until next March. Of course the final page shows this cost, and I'm supposed to click to agree? Will this raise my bill? I'd assume not but who knows, so I've backed out.
Is the website still under construction?
I refuse to phone any more as I cannot *trust* that what is said will be done. It wouldn't be so bad if I received email to confirm things...but I didn't even receive one to advise me the broadband upgrade had taken place. It wasn't until my son complained of not being online, and I realised the phone line was dead (fault caused by the move), that I became aware it had taken place. Luckily he had sent me a text so I logged on (to community, not the account section) and printed off the connection details for my router. My contact details have not changed, but trying to "manage account" produces a 404 error.
Not good at all. I literally dare not look at this website any more as my GAD needs careful management!
TL ; DR
I don't know what to do, but need the call aspect of my contract removing, and reassurance that I can change this without agreeing to losing my discount.
Moderator's note by Mike (Mav): Two duplicate posts released from Spam Filter and subsequently removed.
