Broadband Your Way Option 3 - feel screwed over.

I've been with plus.net for a few years now, and recently took the decision to switch from one of their old products (2mbit, 20GB usage allowance during "peak" times - the name escapes me) to Broadband Your Way Option 3 to get a nice 8mbit speed with 2GB more usage allowance.

Now, I logged into the usage checker and was presented with the fact that primetime is now apparently considered 8am-12pm instead of 4pm-12pm. What the hell?! I'm a pretty heavy user (60GB/month average), so this is absolutely useless and I'll likely go over the limit before the next billing date.

Time to see if I can move back to what I was on previously, I suppose. Or find a new ISP.
What gives plusnet? :/

Thats the reason why I am staying on the old Plusnet Premier option 1 product. It has a longer off peak time.

Hi,

Sorry you feel that way, the difference in peak times should have been explained to you (if you discussed the change with our customer services team over the phone or in a ticket) and if not the differences are on the product page. The reason for this is simply because the average internet user these days (compared to when the Plus, PAYG and Premier - by the sound of it your old package - was created) is using the internet for much longer and downloading a lot more.

Having said that, you certainly don't need to switch to the newer product to move to BTs max product and if you wish to change back to the legacy Premier account just let us know. Bear in mind that the usage between midnight and 8am is not counted to your usage totals on the BBYW and 60gb a month will certainly not be a problem bandwidth wise (and easily achievable within those hours also).

If you want to change back PM me your username and I'll arrange this for you.

Hope that helps,

Sent you the private message .

Received and actioned - the account is now back on Premier, so if you disconnect and reconnect you'll be back on there.

In addition I've placed the modify order to get you onto max, this should complete tomorrow morning - check the router when you get up and have a look at the sync speed, might also be worth a reconnect.

Glad I could help, give me a nudge if there's anything further we can do.

Wow, I'm amazed. Your customer support is pretty kick-ass - makes a change in this day and age of outsourced barely english speaking support. Thanks a ton, Matt.

That is way beyond the call of duty, well done PN

Totally agree.
Best CS I've seen in a while. Unhappy customer now happy.

I love a happy ending.

Just another quick question: I checked the router this morning and as predicted, it was synced at close to 8mbit (7296 kbps). But I don't appear to be getting speeds above what I previously had on 2mbit.

Could it be a problem on my system, or is it just something that will sort itself out over the next few days?

Thanks .