Strange email from Plusnet…

[#1]

Last summer I phoned PN to haggle a new contract similar to deals offered to new customers.  I was on Unlimited Fibre at the time.  After a long phone call we came to an agreement - I "upgrade" to Fibre Extra and I get a discount that brings the price down to 50p more a month than new customers pay for 80/20.

Roll on six months and today I receive an email that says -

At Plusnet we believe in being honest and straight talking. We've recently become aware of a problem with your broadband, which means you have been set-up on Unlimited Fibre Extra (66Mbps average download speed) rather than the Unlimited Fibre product (36Mbps average download speed) that you signed up to.

We will need to work with our suppliers to update your service to make sure you're getting the right product you signed up to. We will make this change within the next month.

After signing up to Fibre Extra my download speed increased from 51Mbps to 54Mbps.  Bit disappointed, but PN said this was the best I could expect and had only been promised 52+ Mbps.

So now I am very confused receiving the above email saying my line speed is going to be cut to < 40 Mbps.

Please tell me I received this email by mistake...

[#2]

Hi @bartxp,

I'm sorry that you've received an email to say that your line will be downgraded to standard fibre within the next month and for any inconvenience that this has caused.

I've had a look into this and this appears to have been sent automatically due to an error with how your fibre product is shown on your account. I've sent your details to our products team and have asked them to ensure that your line is not downgraded and to correct the account error so that you don't receive any similar communications moving forwards.

[#3]

Thanks Emily.

[#4]

Hello Emily

I have just received this month's bill and it has increased by £10.  The section 'Your charges broken down' (see below) lists 15 items with +/-  charges repeated several times.

Would you please take a look into what has gone wrong with my account.

Qty Description         From     To         Gross
    
1 Balance brought forward                 £26.73
1 Evenings & Weekends Included     06/04/19 05/05/19     £0.00
1 Line Rental             02/04/19 05/04/19     -£2.45
1 Line Rental             02/04/19 05/04/19     £2.45
1 Line Rental             06/04/19 05/05/19     £18.99
1 Caller Display         06/04/19 05/05/19     £0.00
1 Unlimited Fibre         06/03/19 05/04/19     -£15.99
1 Unlimited Fibre         06/03/19 01/04/19     £13.93
1 Unlimited Fibre Extra     02/04/19 05/04/19     £2.71
1 Unlimited Fibre Extra     06/04/19 05/05/19     £20.99
1 Discount             12/03/19 05/04/19     £5.65
1 Promotional Discount         02/04/19 05/04/19     -£1.03
1 Promotional Discount         06/04/19 05/05/19     -£7.99
1 My Referrals             06/03/19 05/04/19     -£1.25
1 Payment             13/03/19 13/03/19     -£26.73

                        Total     £36.01

[#5]

Thanks for getting back in touch @bartxp

I'm currently looking into this billing issue for you and will update you via the account shortly.

I do apologise for any inconvenience this has caused.

[#6]

Moderators Note

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

[#7 · Accepted solution]

Thanks for your patience @bartxp

I've created a support ticket on the account for you in relation to your bills. This can be viewed here

Let us know if you need anything else.