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Warning re upgrading to Unlimited Broadband

mallarkey
Newbie
Posts: 5
Registered: ‎30-03-2014

Warning re upgrading to Unlimited Broadband

Others should be aware that if they have thoughts of upgrading their broadband in anticipation of an expected change in usage this may need to be done well in advance of the actual need.
It would appear that PlusNet are unable to action a change to unlimited broadband with anything approaching immediacy but have to await the start of the next billing period
Were there some significant increase in cost involved for the prepaid period there might just be some logic, but the vagaries of the pricing system will actually lead to a decrease in monthly cost.in my case
Despite this I am informed that any usage in excess of the previous 60GB for the current period will lead to a punitive £5 per 5GB penalty even though a contract for unlimited usage has been taken on!
You would have thought that a company involved in a fast moving environment would have fast moving systems, but it seems not
Very happy with PlusNet hitherto, but this makes me wonder whether I have just been lucky!

23 REPLIES
Moderator
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Registered: ‎11-01-2008

Re: Warning re upgrading to Unlimited Broadband

Hi mallarkey
welcome to the forums, unfortunately product changes have always activated on the next billing date.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Community Veteran
Posts: 6,735
Thanks: 12
Registered: ‎02-02-2008

Re: Warning re upgrading to Unlimited Broadband

It's a pretty dumb system  limitation  Lips are sealed , however based on postings I've seen here I think PN are often (usually?) sympathetic to this and can make an appropriate "adjustment" if made aware of the issue as and when it has a significant negative impact.
(probably a lot cheaper than fixing the sytems  Roll eyes )
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Warning re upgrading to Unlimited Broadband

Hi mallarkey,
You can find the policy regarding product changes here:
http://www.plus.net/support/service/policies/product_change_policy.shtml
I'm sorry if you were not aware that product changes take effect on your next billing date and if this causes an inconvenience.
Community Veteran
Posts: 26,739
Thanks: 952
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Registered: ‎10-04-2007

Re: Warning re upgrading to Unlimited Broadband

Linn, Just so we can see what the issue is could you post the text of the confirmation email that is sent to the user when an account change is ordered please?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Alumni (retired) LinnPlusnet
Plusnet Alumni (retired)
Posts: 1,686
Registered: ‎03-02-2014

Re: Warning re upgrading to Unlimited Broadband

jelv, the OP will need to copy and paste this from their confirmation email if they wish to divulge this information from their account.
Moderator
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Registered: ‎11-01-2008

Re: Warning re upgrading to Unlimited Broadband

You never used to get an email...

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

mallarkey
Newbie
Posts: 5
Registered: ‎30-03-2014

Re: Warning re upgrading to Unlimited Broadband

Thanks dvorak, but I've never regarded "things have always been thus" as a good reason per se for anything
And no, I don't appear to have had a confirmation email
Linn, I accept that is what the conditions say, though I can't say I ever read that section previously.
However I would have expected them to be applied with a degree of flexibility
It just seems archaic and illogical that one has to wait for a given date to come round before something can be actioned.
I'll just have to limit my use of NowTV (which to go off topic seems excellent) until mid April
I certainly would not happily pay those punitive fees should I go over the limit
Unimpressed by PlusNet's intransigence!
Community Veteran
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Registered: ‎10-04-2007

Re: Warning re upgrading to Unlimited Broadband

Quote from: Linn
jelv, the OP will need to copy and paste this from their confirmation email if they wish to divulge this information from their account.

Oh please!
The only reason for you not to post the text of the email template (without any of the OP's details) is that it is too embarrassing to Plusnet!
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 17,674
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Registered: ‎05-04-2007

Re: Warning re upgrading to Unlimited Broadband

There isn't an email to confirm that you've scheduled an account change. Pretty sure you already know this though!
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
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Re: Warning re upgrading to Unlimited Broadband

Still?
I thought one was going to be put in place because of the frequency of this issue coming up.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
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Registered: ‎04-04-2007

Re: Warning re upgrading to Unlimited Broadband

There was supposed to be one.....  Any ideas on where that got to Chris?
Kelly Dorset
Broadband Service Manager
mallarkey
Newbie
Posts: 5
Registered: ‎30-03-2014

Re: Warning re upgrading to Unlimited Broadband

Maybe rather than chasing non-existent emails the Head of Products and Digital Care might like to explain why it is such a big deal to action upgrades as soon as possible rather than at an arbitrary future date
Community Gaffer
Community Gaffer
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Registered: ‎04-04-2007

Re: Warning re upgrading to Unlimited Broadband

Changing account type early can cause billing issues.  It's possible, but quite time consuming to do, and only a few people have the permissions to do it.  It's on our roadmap as part of a larger project to be improved though. 
Kelly Dorset
Broadband Service Manager
mallarkey
Newbie
Posts: 5
Registered: ‎30-03-2014

Re: Warning re upgrading to Unlimited Broadband

So you;re saying that I'm being penalised (potentially at least) because of the inadequacy of your systems rather than any logical reason?
We believe that paying less shouldn't mean a compromise in service
Hmmm