@elliotgehin wrote:
Of course this is Plusnet's fault, but at least with my internet speed now being a fraction of what it is currently, maybe I could pay less per month I thought to myself?
Did you miss out the word "not"?
Plusnet has no control over the services available in a particular location, that is entirely under the control of BT Openreach / BT Wholesale.
What were you on before? FTTC extra (80/20)?
What are you on now? ADSL or FTTC 40/10 (but some distance from the cabinet?
On moving home, the T&Cs say the following...
9. Moving home
9.1. If you want to move your broadband or fibre broadband service during your minimum term you may have to pay a home move fee as set out in the Price Guide or enter a new agreement with us with a new minimum term.
9.2. If you have fibre broadband, but we can't provide it at your new home, you can move to our broadband service without penalty.
9.3. If we can't provide any broadband service to your new home, you'll have to pay early termination charges as set out in the Price Guide.
9.4. Other home move charges (such as fees for installing a new line) may also apply as set out in the Price Guide.
I would seek to argue that paying FTTC prices for an ADSL service is paying a penalty and therefore not aligned to the T&Cs and ask that therefore your residual contract duration be price adjusted to to reflect the price difference between FTTC and ADSL.
There is also the consideration of Ofcom rules on correct billing. We have seen examples of the action of Plusnet's revenue protection unit moving people on FTTC paying ADSL prices moved to ADSL and people on ADSL paying FTTC prices moved to FTTC to ensure that service provided and billing are properly aligned.
If you have been "down-provided" on ADSL, looking at established practice it would seem reasonable that you should pay no more than the ADSL price.
However, watch out for this clause in the T&Cs
8. Changing your service
8.1. If you change from our fibre broadband service to our broadband service or vice versa, you'll need to agree to a new minimum term and pay any applicable set-up charges.
8.2. If you downgrade from our fibre broadband to our broadband service and are still within your minimum term, you'll have to pay early termination charges for ending your agreement with us for your fibre broadband service early.
But if they try to play this clause, make clear that downgrading was not your choice but a decision forced (upon everyone involved here) by Plusnet's suppliers. There is a maxim to be tested here - Why should the customer face financial penalties at all, by the failure of Plusnet's suppliers to facilitate similar service availability everywhere?
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
