Plusnet Fibre

[Kati]

I'd like to say a big thankyou to the man my OH spoke to on the phone earlier ... he's done a great job. Customer Service must mean something to these guys :nod:

We've been on their "unlimited broadband" package for the past 18mths + and were getting 75mb (ish) download speeds. About 3mth ago, this dropped to 30mb, so he called their helpline to see what was wrong. We were told that there was 'leakage' somewhere on the line, and have had 7 engineers out over that time (to try and fix it).

Yesterday, he was told it was fixed. Ran a speed test to find it was still 37mb download speeds.

This morning, after 3/4 hr waiting for the phone to be answered, he was told that they'd released a new service (UB Extra) and ordinary UB had been downgraded as a result (but cost £5 less per month than we were paying).

However ... as he hadn't been told about the change, they have arranged for us to be re-upgraded to the fastest service (at a price of almost £10 less per month than we're charged now) for the next 6mths, with an added bonus of a £50 cheque in January for the 'inconvenience' :cheer2:

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I'd suggest anyone on plusnet check their contract (and download speeds) and get in touch with customer services if they are different xx

[Lucifa42]

Re: Plusnet Fibre

Something doesn't sound right here.
There has always been 2 fibre services with Plusnet. They may have had different names over the years but it's always the same packages as that's the only thing BT supply.

1) up to 40 down, 10 up (now seems to be 40/2 though)
2) up to 80 down, 20 up

There's no 'new' service of 2). It's the same 2) they have always had and that you had previously been on.

To me, it sounds like they had made a mistake with your service and you were moved from 2) to 1) and now they've fobbed you off with some explanation of new services being launched.
In the end it doesn't really matter, as you've got the result you wanted and a bit of extra cash in your pocket.

Also yeah, their phone queues are awful! My record was 1h 10 mins.
I've just completed a house move and it took 4 weeks (7 if you include when I notified them) to get internet at the new house.
In the end I contacted the CEO of BT to complain and was given a single point of contact with a direct phone number I could call with no queue.

[stevemLS]

Re: Plusnet Fibre

I get 3MB on a good day, and I live in what is regarded as "inner city" in a major city, clue in username. Never understood why.

[Kati]

Re: Plusnet Fibre

Something doesn't sound right here.
There has always been 2 fibre services with Plusnet. They may have had different names over the years but it's always the same packages as that's the only thing BT supply.

There's now three

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we WERE on the one at the top ... but when we got it they were saying "up to 76mb" download! The bottom one now has that, while ours went down to "up to 38mb" xx

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I get 3MB on a good day, and I live in what is regarded as "inner city" in a major city, clue in username. Never understood why.

My OH found one provider last night that promised 1000mb download speeds
(and there's one house that has it just a mile away from me :nod ... they are laying their own lines, so don't have to rely on BT!!

[Amethyst]

Re: Plusnet Fibre

I get 46.08 Mb/s on a 100mb/s cable optical whatsit, although I do get 100mb/s if I plug in to the router with an ethernet cable. Seem to lose a bit of speed by having the computer 4 metres away lol. ( Am with Virgin)

[Kati]

Re: Plusnet Fibre

I get 46.08 Mb/s on a 100mb/s cable optical whatsit, although I do get 100mb/s if I plug in to the router with an ethernet cable. Seem to lose a bit of speed by having the computer 4 metres away lol. ( Am with Virgin)

I get a lot less using wireless ... OH needs a good internet speed to Skype his daughters in Austria (or so he tells me :lol

[Lucifa42]

Re: Plusnet Fibre

There's now three

Still only 2, the third "up to 17mb" package isn't fibre

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we WERE on the one at the top ... but when we got it they were saying "up to 76mb" download! The bottom one now has that, while ours went down to "up to 38mb" xx

I think I understand what's happened. When you signed up originally the 76mb service was the 'standard' package. There would have been a cheaper 'value' package of 38mb available as well.
Now what they have done is removed the 'value' service and downgraded the standard package to 38mb and introduced the 'extra' package of 76mb.
Of course this is all just a marketing exercise because it's all still the same 2 packages of 38 and 76mb they've been offering since 2010.

As you were on the standard package, you were downgraded when your contract ran out - a guess on my part as the change of making 76mb the 'extra' package was June 2014


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[Kati]

Re: Plusnet Fibre

As you were on the standard package, you were downgraded when your contract ran out - a guess on my part as the change of making 76mb the 'extra' package was June 2014


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Thanks for that (we didn't know the date