Thinking of leaving
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Thinking of leaving
26-04-2018 4:55 PM
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Hello, i received the price increase email today with the common increase of £1.
In this email there is a deal for existing customers if we choose to stay, the deal states "up to 38mb for £27.50" with uploads of up to 9.5mb, but i'm already getting up to 52/9.4 for £29.99, this isn't a great deal to me despite being slightly cheaper, since Virgin is currently offering up to 100/6 for £29 a month.
Can someone clear up how Plusnet think this is a cracking deal that would make customers stay?
Re: Thinking of leaving
26-04-2018 5:13 PM
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Hi there.
As you're on the legacy speed profile of 55/10, it doesn't look like the price refresh e-mail you've received takes into account of this because the account type would still be Unlimited Fibre (Whether it's 40/10 or 55/10).
We'd have moved your service onto 55/10 a few years ago (Mid-2015 if memory serves me right) when we discontinued the 40/20 service you were on, as this was the closest alternative.
The offer you've received would be based on our current package of Unlimited Fibre (40/10).
If you would like to discuss a new deal on 55/10 I'd recommend contacting our Customer Options Team on 0800 013 2632 and we'll see what we can do for you. Alternatively we'll be happy to arrange a call back if you would like?
Anoush
Re: Thinking of leaving
26-04-2018 5:24 PM
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I see, sorry for the passive aggressiveness then, i thought something seemed off about the email content.
Why are the stated speeds all over the place? It's confusing at the best of times.
I appreciate the offer of a callback but i have no time right now, i will phone plusnet myself some time in the next few days.
Re: Thinking of leaving
26-04-2018 5:29 PM
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No worries.
Why are the stated speeds all over the place?
We've only got 3 current residential packages (Up to 17mbps, up to 38mbps and up to 76mbps).
Apologies for the confusion surrounding the (For want of a better word) anomaly package you're on.
I appreciate the offer of a callback but i have no time right now, i will phone plusnet myself some time in the next few days.
No problems.
Anoush
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