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Wanting to upgrade to fibre

AlunWaterhouse
Newbie
Posts: 4
Thanks: 2
Registered: ‎08-12-2018

Wanting to upgrade to fibre

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

5 REPLIES 5
AishaK
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 178
Fixes: 12
Registered: ‎06-08-2018

Re: Wanting to upgrade to fibre

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

 

 

 

AlunWaterhouse
Newbie
Posts: 4
Thanks: 2
Registered: ‎08-12-2018

Re: Wanting to upgrade to fibre

Hi
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
SammyM
Plusnet Help Team
Plusnet Help Team
Posts: 1,215
Thanks: 236
Fixes: 52
Registered: ‎22-01-2018

Re: Wanting to upgrade to fibre

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.

If this post resolved your issue please click the 'This fixed my problem' button
 SammyM
 Plusnet Help Team
AlunWaterhouse
Newbie
Posts: 4
Thanks: 2
Registered: ‎08-12-2018

Re: Wanting to upgrade to fibre

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

Mads
Plusnet Help Team
Plusnet Help Team
Posts: 1,861
Thanks: 204
Fixes: 79
Registered: ‎06-08-2018

Re: Wanting to upgrade to fibre


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.

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