I was looking into switching from O2 to Plusnet. Specifically the Unlimited Fibre Package But I was concerned about what Plusnet call 'traffic prioritisation'. Based on statements made by Thinkbroadband staff I was led to believe that there was an add on package called 'Plusnet Pro' that would opt you out of Traffic prioritisation.
On the Plusnet website this 'Plusnet Pro' add on is discussed in the current FAQ (dated from Dec 2012). However it appears no where as an addon option for ANY of their broadband packages online.
So I rang Plusnet to enquire
Plusnet agent Number 1(Elliot): The FAQ are wrong we don't do Plusnet Pro addon anymore. However the unlimited broadband package has NO 'Traffic Prioritisation'.
Thinkbroadband users & staff insisted this was not correct.
So I rang Plusnet again
Plusnet agent Number 2 (Kelly?): We don't do that any more (Plusnet Pro addon) But the unlimited package has NO 'Traffic Prioritisation'
Me: But the FAQ say it is current & you do do 'Traffic Prioritisation on ALL packages'
Plusnet Agent Number 2 (Kelly?): I don't know then.
Me: Well I'm really interested in switching to you but I need concrete terms 1st. Would a manager know?
Plusnet Agent Number 2 (Kelly?): Yes I'll get a supervisor (Jamie) to call you back shortly he is just on a call.
Me: Thanks that is great.
Plusnet phoned me back
Plusnet Agent Number 3 (Jamie): First he slips up & says that Agent 2 was 'halfway out the door' so got him to take the call for her& he intimates that he isn't a supervisor. He also said that Agents 1 & 2 are both wrong & need retraining. Then he says that ALL packages are subject to 'traffic prioritisation' & that Plusnet Pro Addon does exist & so you can opt out. But agents aren't allowed to 'authorise' it on the phone. And you have to be a Plusnet customer before the website will allow you to see the terms & conditions price etc & add it on after you have already joined.
Me: OK but I'm not joining unless I can see evidence that it exists, is current & can be used by new customers. Three different agents saying different things & FAQ saying something else. I said where could I get written confirmation.
Plusnet Agent Number 3 (Jamie): Go onto the website & use the 'ask Jess feature' it goes through to a different office & they will know more about it.
Me: Ok I'll do that
On looking at the Ask Jess feature it is an automated computerised predictive answer thing. If I type in my question it tells me to phone sales. The same office that said they can't help.
So any Plusnet Agents/Spy/Infiltrators know where the secret information is held? Which Agent is telling the truth etc? Plusnet does look like potentially my best option but I need to know what I'm agreeing to before I will sign an 18mth contract. Thanks to anyone who can shed some light on this.
PS I'm going to ask nicely that any sarcastic types that post just to tell me 'well if you don't like it choose a different ISP', you aren't helping me so DON'T!!!!!!!!!!!
O2 Unlimited with static IP