Problem upgrading

I have already raised this issue on the ISP Unhappiness section and was advised to post my problem in the PlusNet forum specifically to give me a better chance of getting help on this.

I've recently signed up to the Plusnet Value package with a special 4 months free broadband discount offer. After discovering that P2P speeds overnight were awful because of their traffic shaping and prioritisation, I asked Plusnet about the possibility of upgrading to the Premium package (which would give me higher priority).

I was told that if I were to upgrade from Value to Premium I will lose the 4 months free discount because that offer is only for the Value package, and not the Premium. However, from what I've read on a few broadband advice sites this isn't true and the offer can be used against any of their residential broadband packages.

So shouldn't Plusnet allow me to keep the 4 free months on the Premium? As I'm in a market 1 area the Premium package is £20 a month. I could be wrong, but it seems to me I've been told porkies to make me part with my money.....

You could ring up and ask for your MAC. When asked why you are leaving say it's because you've realised that Value is the wrong package and that if you switch to Premium you'll lose the discount. With a bit of luck they should come so some arrangement.

Hi there,
With it now being the Easter long weekend I've a feeling that any of the Sheffield based Plusnet Staff/Comms Team won't be back into work till maybe Tuesday?

Plusnet got back in touch with me today:

"The four months free offer is when you sign up and stay with one package for four months from sign up. Changing packages after signing up voids the four months discount. As you signed up with Value you will have to stay on value for four more months if you want the discount. You can change over, free of charge but will lost the discount."

So the four months free offer is (or was. it ended March 31st) available on all their broadband packages, yet moving between packages voids this discount? That seems very draconian to me, and I imagine they wouldn't void the discount if I was asking to downgrade....

In reply to a post by LeoS87:

So the four months free offer is (or was. it ended March 31st) available on all their broadband packages, yet moving between packages voids this discount? That seems very draconian to me, and I imagine they wouldn't void the discount if I was asking to downgrade....

Seems perfectly reasonable to me. Special offers offered by ISPs are usually only made to new customers. As soon as you sign on the dotted line, you cease to be a new customer, you then become an existing customer.

Hi Leo,

If you drop me a PM with your username I'll take a look at the account and see what we can do for you. Sorry for the delay in replying.

Right, as per PM that should now be sorted - please give me a shout if there's anything else I can do.