Wanting to upgrade to fibre
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Re: Wanting to upgrade to fibre
Wanting to upgrade to fibre
08-12-2018 11:30 AM
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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
- Mark as New
- Bookmark
- Subscribe
- Subscribe to RSS Feed
- Highlight
- Report to Moderator
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.
- Subscribe to RSS Feed
- Mark Topic as New
- Mark Topic as Read
- Float this Topic for Current User
- Bookmark
- Subscribe
- Printer Friendly Page
- Plusnet Community
- :
- Forum
- :
- Help with my Plusnet services
- :
- My Order
- :
- Re: Wanting to upgrade to fibre