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Changing Product

Community Veteran
Posts: 38,460
Thanks: 1,031
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Registered: ‎15-06-2007

Changing Product

While trying to help another poster I went through the change my product route and this page surprised me
Is the reason I can't change product the fact that I am in contract or has something gone wrong
13 REPLIES
Plusnet Staff
Plusnet Staff
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Registered: ‎26-11-2011

Re: Changing Product

What other packages were you expecting to see?
Chris Pettitt
Cloud Environments Engineer
Moderator
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Re: Changing Product

I don't think you can down grade on line.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Community Veteran
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Registered: ‎15-06-2007

Re: Changing Product

@chris
40/2
Community Veteran
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Registered: ‎24-10-2013

Re: Changing Product

as stated, you wouldn't be able to downgrade online.
this is fairly standard practice.
Community Veteran
Posts: 38,460
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Registered: ‎15-06-2007

Re: Changing Product

it didn't used to be - but then again you live and learn
Does this mean that someone on ADSL can't upgrade to fibre on line - I very much doubt if that
In fact this indicates exactly the opposite http://www.plus.net/support/broadband/products/change_broadband.shtml
Quote
1. How do I change my product?
Choose your new product on our Product Change page and follow the on-screen instructions.
If the product you want isn't available, use the Help Assistant to raise a support Ticket detailing your request.
2. How long does it take

A product change will be scheduled to take place on your next billing date, so it won't take any longer than a month.
3. Can I change my broadband product if I'm under contract?
Residential customers
You can switch between Unlimited Fibre and Unlimited Fibre Extra for free without affecting your current contract.
and of course you can't do it via ticket despite what it says
Community Veteran
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Registered: ‎24-10-2013

Re: Changing Product

you can upgrade, but you can't downgrade
moving from ADSL to Fibre would be an upgrade
Community Veteran
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Registered: ‎15-06-2007

Re: Changing Product

flaming great - it doesn't say that anywhere
and how do you raise a ticket asking to be changed - answer you can't
so where does it say that you have to phone customer options
Note to chenks76
I am not thinking about changing but just trying get Plusnet to sort out their system and information so just adding extra information which isn't given on the website isn't helping
Razorback
Grafter
Posts: 208
Registered: ‎08-08-2014

Re: Changing Product

As chenks76 says it is standard practice nowadays to only upgrade online not downgrade.
They want you to phone up so that they can try and persuade you not to downgrade. Revenue protection is king.
davidj66
Rising Star
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Registered: ‎04-09-2008

Re: Changing Product

Try downgrading with Sky online !! Grin Its a bit like the old song (paraphrased a bit ) -" you can sign on but never leave..." -with thanks/apologies to the Eagles
Community Veteran
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Registered: ‎15-06-2007

Re: Changing Product

and you are all missing the point of this thread - this is that nothing on the Plusnet site says you can't or that you need to phone Customer Options to do it
Unless you can point to where it is
Community Veteran
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Registered: ‎24-10-2013

Re: Changing Product

Quote from: davidj60
Try downgrading with Sky online !! Grin Its a bit like the old song (paraphrased a bit ) -" you can sign on but never leave..." -with thanks/apologies to the Eagles

two days ago i downgraded (well cancelled) using the online chat on the sky website.
didn't need to make any calls, and after a few question where i gave answers knowing they had no follow-on options, they processed the cancellation.
Quote from: Oldjim
and you are all missing the point of this thread - this is that nothing on the Plusnet site says you can't or that you need to phone Customer Options to do it
Unless you can point to where it is

take a chill pill old man!
the first question you asked in this thread was if there was any reason why you couldn't... and you got the answer.
Plusnet Help Team
Plusnet Help Team
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Registered: ‎25-03-2015

Re: Changing Product

Quote from: Oldjim
just trying get Plusnet to sort out their system and information

It's a fair point.
Personally I would read the quote
Quote
You can switch between Unlimited Fibre and Unlimited Fibre Extra for free without affecting your current contract.

Meaning that you can go either way on it.
I'll get it flagged up.
Thanks.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Community Veteran
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Registered: ‎15-06-2007

Re: Changing Product

also Harry - get the bit about raising a ticket changed as you can't