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unlimited broadband only

crimsom
Hooked
Posts: 9
Registered: 2 weeks ago

unlimited broadband only

Looking at getting “unlimited broadband only” and want to retain existing BT landline.

https://www.plus.net/home-broadband/broadband-only/

says Unlimited 10Mb from £13.49 a month with Line Rental needed with another provider.

Start to “Build my package” finds working phone at my address and asks to either (1) allow PlusNet to take over the phone line, or (2) install a new phone at a cost of £49.99.

Something has gone wrong because I do not require PlusNet line rental.

Chat to PlusNet online is not working. 

Is it possible to ask PlusNet Web Master to instigate a remedy? 

22 REPLIES 22
Baldrick1
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Re: unlimited broadband only

@crimsom  Welcome to the forum.

Chat is working, although at the moment there is a queue. Plusnet Chat will not work if you have an active pop up blocker in operation. This is often a feature built in to web browsers and/or security software and is often enabled by default. You may have to go into your browser settings to turn it off.

You may be better off just ringing. Plusnet are quick off the mark when it comes to gaining customers so there is probably a very short wait to get through.

crimsom
Hooked
Posts: 9
Registered: 2 weeks ago

Re: unlimited broadband only

Hello Baldrick1, I have accepted all cookies and turned off pop up blocker and muted uBlock Origin adware blocker, but PlusNet Contact webpage continues to say "Online chat is currently unavailable, please choose another option." The PlusNet Unlimited Broadband Only web page header starts well, but then goes on to say with fixed price broadband and line rental. However, I do not want to select any of the PlusNet line rental options. So this potential customer cannot process PlusNet application. 

Baldrick1
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Re: unlimited broadband only

Why not ring them, it’s free?

Plusnet Help Team
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Registered: ‎21-04-2017

Re: unlimited broadband only

Thanks for getting in touch @crimsom I'm sorry to see you're unable to sign up as a broadband only customer keeping line rental with another provider. I've replicated this using my own address, so I'd like to look into this further and I'd hope to get back to you this weekend however it may be next week when the right people are in the office I'd be able to speak to.

Apologies for the inconvenience this causes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
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Re: unlimited broadband only

Moderators Note
This topic has been moved from ADSL Broadband to My Order.

 

 

Customer and Forum Moderator. Windows 10 Firefox 69.0.3 (64-bit)

Life is tough enough without adding Linux into the mix.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎21-04-2017

Re: unlimited broadband only

@crimsom We've raised this for investigation and we're tracking this internally on IMT-5089.

Thanks for bringing this to our attention.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
crimsom
Hooked
Posts: 9
Registered: 2 weeks ago

Re: unlimited broadband only

It is possible to check the BT landline for its ability to receive reliable Broadband services using their Checker for Postal Address and/or the more accurate Telephone Number. Both BT checks confirmed provision for reliable ADSL at 7 Mbps max, ADSL2 at 15 Mbps max and FTTC (Fibre to the Cabinet) at 20 Mbps average Broadband services. Evidently FTTP (Fibre to the Pole) can be provided, but only on demand to typically give 330 Mbps. 

PlusNet Unlimited Broadband Only is advertised as Unlimited 10 Mbps, Unlimited Fibre 36 Mbps, and Unlimited Fibre Extra 66 Mbps average download data transfer rate. So it would appear that only the Unlimited is within the capabilities of our local BT cabinet. 

 

Baldrick1
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Re: unlimited broadband only

@crimsom 

All Plusnet packages currently available come with an unlimited download/upload allowance, this has nothing to do with your exchange or cabinet. The figures you are quoting are averages. The adsl checker is showing that on standard broadband you should get nearer 15 Mbps download.

Forget FTTP (fibre to the premises, not pole) on demand. The on demand product is a specialist business service and costs a four figure sum to have installed.

If you ring Plusnet I'm sure that they will set you up.

Plusnet Help Team
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Registered: ‎26-03-2018

Re: unlimited broadband only

Hi @crimsom,

 

Thank you for checking on that. As it's showing that FTTC is available at 20mbps, you would be able to take an unlimited fibre package with us but the maximum speed would be at around 20mbps, rather than the up to 38mbps that some lines are able to achieve. Alternatively, unlimited broadband would be available with speeds of around 7mbps.

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 Emily D
 Plusnet Help Team
Baldrick1
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Re: unlimited broadband only

@EmilyD 

Wouldn't the OP be put on the ADSL2 broadband product, not your quoted ADSL speed?

Plusnet Help Team
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Re: unlimited broadband only

@Baldrick1 Yup that's correct.

@crimsom We've got people actively looking at this, would you be able to PM me your full address to assist?

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 Anoush Mortazavi
 Plusnet Help Team
crimsom
Hooked
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Registered: 2 weeks ago

Re: unlimited broadband only

PlusNet online check says available packages are Unlimited and Unlimited Fibre complete with the caveat of Estimated speeds. The Estimated caveat prompted checking the BT landline for its ability to receive reliable Broadband services and the subsequent realisation that only a 7 Mbps Unlimited is within the capabilities of our local BT cabinet. Thanks to @Gandalf for saying "We've got people actively looking at this" and asking to PM our full address to assist. But I am not familar with and search does not say how to send a Private Message. 

Plusnet Help Team
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Re: unlimited broadband only

@crimsom Click Here to send me a private message Smiley

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 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
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Re: unlimited broadband only

@crimsom We've investigated this and we've determined that when you go through the Broadband Only sign up process, you'd need to type in your BT phone number at the same time it asks for your post code. We won't takeover your phone line, but the system uses this information to determine if we can provide broadband on your phone line. 

I hope this helps.

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