Wanting to upgrade to fibre
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Wanting to upgrade to fibre
08-12-2018 11:30 AM
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Hi,
I'm a new PlusNet user [2 months into a broadband contract] and saw a great offer to upgrade to fibre - went through the upgrade process and got an email stating
We've received your product change request and have now started the process of moving your products to:
• Broadband package: Unlimited Fibre
• Phone package: Line Only
• Contract: 18 months
• Hardware: Plusnet wireless router
This will change over on 6th December 2018 and your new cost per month will be £26.99.
Not received anything since - and when I look at the "My orders" page, there's nothing listed?
If I then proceed to upgrade again, the total amount is now £34.98...What happened to my original order and the great price?
Regards
Alun
Re: Wanting to upgrade to fibre
08-12-2018 2:34 PM
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Hi there,
I'm very sorry to hear that you've not had any further updates regarding your order and also for any confusion that may have been caused regarding your monthly payment.
I have looked into this for you and updated you via a ticket on your account. You can view this here
Should you have any further queries, please do not hesitate to get in touch.
Thank you,
Aisha
Re: Wanting to upgrade to fibre
13-12-2018 11:52 PM
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Just checking but I've been without any broadband/fibre today. Should I now be connected?
I was told that my upgrade was "committed for 13.12.18 which means that this should definitely be complete by the 14th"
So will my connection appear tomorrow?
Regards
Alun
Re: Wanting to upgrade to fibre
14-12-2018 12:34 PM
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Hello @AlunWaterhouse,
I am sorry for the confusion over your order and thanks for getting back to us. It can take up to midnight on the date the order is committed for to complete.
I can see this is now complete and you need to manually set up the router using the guides here.
Please let us know how you get on.
Re: Wanting to upgrade to fibre
14-12-2018 2:34 PM
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Hi,
Thanks for looking into this issue and sorting it - I'm now connected.
I have to admit that the process hasn't been as straightforward as I had expected - the main issue was lack of communication - if I had received an email or text to say that my fibre should be working then any issues I had could have easily been rectified.
I assume that this was just a system glitch?
Thanks again
Alun
Re: Wanting to upgrade to fibre
14-12-2018 3:59 PM
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Thanks for confirming that @AlunWaterhouse,
I am sorry for the lack of communication here, I'll feed that back for you. Please do let us know if there is anything else we can help out with.
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