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renewal email for wrong product

Haffoc
Grafter
Posts: 34
Registered: ‎22-09-2014

renewal email for wrong product

Just received a renewal email for my fibre broadband, the problem is that it's £22.99 for the 38mb product and not the fibre extra 76mb package I am currently on. I don't want to downgrade, so is there a 76mb renewal version? 

13 REPLIES
Community Veteran
Posts: 1,672
Thanks: 81
Fixes: 2
Registered: ‎17-06-2007

Re: renewal email for wrong product

I'm worried about that too. I suspect that as I'm on 20MB up (because I needed more than 2) but only get 8 but on 47 down (80 max) I'd get downgraded.

Superuser
Superuser
Posts: 9,926
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Registered: ‎06-04-2007

Re: renewal email for wrong product

Is the product described as Plusnet Unlimited Fibre? That is a legacy product with up to 76/19 Mbps speeds. Current product Unlimited Fibre without the prefix Plusnet is up to 38/9.5 Mbps, and Unlimited Fibre Extra without the prefix Plusnet is up to 76/19 Mbps.

As far as I'm aware there has been no suggestion that customers will be regraded, but clearly as a fellow customer I can't provide confirmation of that.

David
Community Veteran
Posts: 1,672
Thanks: 81
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Registered: ‎17-06-2007

Re: renewal email for wrong product

Mine states:

 

We love having you with us. So we’re offering you Unlimited Fibre Broadband and line rental for just....

 

So basically offering me a deal by downgrading me to a slower product.

 

 

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Browni
Aspiring Hero
Posts: 2,299
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Registered: ‎02-03-2016

Re: renewal email for wrong product

I received that as well @SteveA.

They're certainly not doing me proud!

I must have been really bad in a previous life as this was my 3rd ISP in a row that used lithium.
Now you're stuck with me because my new ISP doesn't run a forum Cheesy
Superuser
Superuser
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Registered: ‎06-04-2007

Re: renewal email for wrong product

Sorry, I'd misunderstood the context of the question. Embarrassed

I think that offer is marketing at work. Until a week ago it was on the website too.

I don't think there is a similar click-through offer for the higher speed product, but why not give the COT a call on 0800 013 2632 (select thinking of leaving) and see what they can offer?

David
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: renewal email for wrong product

Hi all.

I've raised this with the appropriate people to look into.

However for the time being if you would like to discuss a new deal on the current package you're on I'd recommend contacting our customer options team on 0800 013 2632 or chat with them online from here.

Apologies for any inconvenience caused.

 

@SteveA can you send me a PM with a copy of the e-mail please? Cheers.

 

Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
beeceegee
Aspiring Pro
Posts: 537
Thanks: 37
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Registered: ‎27-11-2012

Re: renewal email for wrong product

I also got the email offering me "Unlimited Fibre + Line Rental" on an 18 month contract. However on starting the click-through it seems to be offering to discount the "Plusnet Unlimited Fibre" 80/20 package I am actually on, as the description is in both the "previous" and "new" package summaries.

@Gandalf I am PMing you as there are a couple of non-standard items on my account which may cause COT to freak out if I try phoning them Wink

Community Veteran
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Registered: ‎17-06-2007

Re: renewal email for wrong product

Did anyone else find that this didn't work?

Plusnet Help Team
Plusnet Help Team
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Registered: ‎26-03-2018

Re: renewal email for wrong product

Hi @SteveA

 

What is ti that didn't work may I ask? 

 

 - Alisdair 

If this post resolved your issue please click the 'This fixed my problem' button
 Alisdair C
 Plusnet Help Team
Community Veteran
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Registered: ‎17-06-2007

Re: renewal email for wrong product

My costs went up by £1 rather than going down - basically the new 18 month contract hasn't kicked in even though the change was applied to my account in May.

Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: renewal email for wrong product

Sorry to hear that @SteveA

I've sorted this out for you now by reapplying your discounts and we'll refund the £1 as soon as we can.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 1,672
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Registered: ‎17-06-2007

Re: renewal email for wrong product

@Gandalf - thanks for that... I see the tickets have been raised and closed.

 

So when will the changes get applied to my account? Will the current line rental drop for the current invoice or will be on the next one?

Plusnet Help Team
Plusnet Help Team
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Registered: ‎22-01-2018

Re: renewal email for wrong product

Thanks for getting back to us @SteveA.

 

I have responded via your account here. please get back to us should you need any further assistance.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team