I agree 100% with what RobertoS says. Sadly similar to the patterns I saw with Nildram and BE before; maybe just a little extra 'economical with the truth' thrown in by Plusnet.

Edited by StephenTodd (Wed 30-Sep-15 14:56:51)

This one takes the biscuit - following a home move the users account details clearly say that he is still on the 40/20 product but they have provisioned him on 40/2.

http://community.plus.net/forum/index.php/topic,144631

Would it be fair to say that Plusnet are saving themselves some money by doing this?

I've had this issue a couple of times now after negotiating a new contract and discount. I've always been on the 78/20 product but due to the D-side distance I get around 50/10.

After all the hassle last year, this year I made sure I asked them several times on the call if I would be remaining on the same package and that my speeds would not be reduced, and got the CS rep to categorically state that this was the case.

When inevitably the speed was reduced to 40/20 I went back to cancellations and told them I'd asked several times if speeds would change and was told they wouldn't. First they tried the old "your line doesn't support anything over 40 down anyway" and "we've tried to find the call recording but can't retrieve it" they eventually relented so I kept the nice fat discount I negotiated and remained on 78/20.

They like to pull a fast one on you, but if you stick to your guns eventually they relent. Shoddy practice though, they never used to be like this.

In reply to a post by Apprentice:

Would it be fair to say that Plusnet are saving themselves some money by doing this?

Yep!

In reply to a post by MaryHinge:

When inevitably the speed was reduced to 40/20

Do you mean 40/2? It makes no sense at all if it was 40/20.

It would have definitely been at least a 10Mbit upstream profile as I was getting this in speed tests, and my line syncs at around 10mbit upstream.

Fair enough, but it made no sense for Plusnet to put you on 40/20 rather than 80/20 as it cost them exactly the same. That was probably why you succeeded in getting put back onto 80/20. Those who have been unwittingly downgraded to 40/2 under the current policy don't seem to be having much luck in getting regraded.

In reply to a post by kasg:

Fair enough, but it made no sense for Plusnet to put you on 40/20 rather than 80/20 as it cost them exactly the same. That was probably why you succeeded in getting put back onto 80/20. Those who have been unwittingly downgraded to 40/2 under the current policy don't seem to be having much luck in getting regraded.

Just to check - the wholesale price to Plusnet (or any other BTW based ISP) for 80/20 is, or rather was, the same as for 40/20?

In reply to a post by RobertoS:

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.

It's disappointing to hear a season observer such as yourself say this, as it carries rather more weight than the average internet rant.