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Standard User jelv
(knowledge is power) Thu 24-Sep-15 15:14:10
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Another Plusnet dirty trick


[link to this post]
 
A new one seen today:
Signed up for 13.5Mbit upload, only getting 2Mbit.

My deal as in the members login (as of 23/9/15 when it went live)

THIS IS YOUR CURRENT BROADBAND PACKAGE

Unlimited Fibre (Without Phone)£17.49
per month
Unlimited Usage Allowance
40Mb download speed (estimated)
13.9Mb upload speed (estimated)
You've 17 months left of your 18 contract

On 7 Sept 2015 I decided to upgrade my Plusnet ADSL to fibre broadband. I am particularly interested in the improved upload speed as sometimes I need to upload very large files for work. So, I logged into "MyAccount" selected "change product" and was presented with the options - I went for the unlimited fibre package, this showed my estimated download speed as 40M and upload of 13.5M (These were the figures shown when I logged into my account) so I clicked to order this. It was installed on the 23 Sept 2015, and the BT engineer said download would be 40 and upload 2Mbit. He said that normally the upload for my line would be around 10M.. So I logged into my plusnet account where it states that upload estimate is 13.5M. (as of 23/9/2015)
I'm not at all happy with this situation, the upload speed is nowhere near the estimate shown in my account on line. I have rung customer services, but it is clear they don't accept that the upload speed advertised in the members login is 13.5. They say they cant access my members account and refuse to do anything other than put me through to the cancellations department. I don't want to cancel, I want what I signed up for, and indeed the speeds shown in the members login.
Any one else had this problem?


jelv

Plusnet user since November 2001

Edited by jelv (Thu 24-Sep-15 15:14:43)

Standard User MrTAToad2
(eat-sleep-adslguide) Thu 24-Sep-15 19:19:44
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Re: Another Plusnet dirty trick


[re: jelv] [link to this post]
 
Doesnt sound terribly truthful. Who is the person phoning who "cant access their accounts" ? Doesnt sound like PlusNet...

BT suggest the upload is 10Mb and the estimate is 13.5M (I presume it should be Mb) or does he mean Kb ?If its the former, then there is no reason to complain!

The main problem is there is a lack of sentance structure and general coherence to make it understandable.

Now with plusnet
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Standard User Oldjim
(knowledge is power) Thu 24-Sep-15 21:02:08
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Re: Another Plusnet dirty trick


[re: MrTAToad2] [link to this post]
 
The complaint is that Plusnet have put him on the 40/2 product so when the BT Engineer says that the line is capable of about 10Mb/s upstream and the Plusnet product is 2Mb/s upstream this creates the problem as seen by the customer


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Standard User tommy45
(knowledge is power) Thu 24-Sep-15 21:27:08
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Re: Another Plusnet dirty trick


[re: Oldjim] [link to this post]
 
Plusnet really arent doing themselves any favour on this, are they,
Why they don't sell the 40/10 product instead of copycatting TT i'll never grasp, f***ing idiots to put it mildly
Standard User Oldjim
(knowledge is power) Thu 24-Sep-15 21:33:21
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Re: Another Plusnet dirty trick


[re: tommy45] [link to this post]
 
I have absolutely no idea - really stupid isn't it
Standard User Ignitionnet
(knowledge is power) Thu 24-Sep-15 23:51:53
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Re: Another Plusnet dirty trick


[re: Oldjim] [link to this post]
 
It saves them 60p per month per line provisioning on 40/2 over 40/10.

That 40/20 product they sold cheaply for a while, paying Openreach for 80/20, has to be paid for somehow.

Edited by Ignitionnet (Thu 24-Sep-15 23:52:05)

Standard User mlmclaren
(fountain of knowledge) Fri 25-Sep-15 00:32:35
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Re: Another Plusnet dirty trick


[re: Ignitionnet] [link to this post]
 
and subsidising discounted - free broadband and cashback offers too...

Standard User ZenUserJP
(member) Fri 25-Sep-15 11:29:34
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Re: Another Plusnet dirty trick


[re: mlmclaren] [link to this post]
 
In reply to a post by mlmclaren:
and subsidising discounted - free broadband and cashback offers too...


hence why they are a sinking ship.. and have been for years just now the leaks are starting to spring
Standard User jelv
(knowledge is power) Tue 29-Sep-15 22:37:38
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Re: Another Plusnet dirty trick


[re: jelv] [link to this post]
 
Another user tricked in to a downgrade to 40/2: http://community.plus.net/forum/index.php/topic,1405...

jelv

Plusnet user since November 2001
Standard User RobertoS
(elder) Tue 29-Sep-15 22:53:17
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Re: Another Plusnet dirty trick


[re: jelv] [link to this post]
 
And it's been going on far too long for anyone to attribute it to newbie support badly trained. It has to be a deliberate policy.

I suspected that and the moral aspects of it contributed to my leaving.

At the moment Plusnet senior management stinks. I just feel sorry for the huge number of their staff that know this. Swapping employer in this field is not something to be lightly undertaken.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59999/14372kbps @ 600m. - BQM
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