Been with plusnet 15+ years - first time poor support almost encouraging me to leave.

[#1]

Thanks for your help @Townman. I have just been contacted. (The below is not aimed at you - hopefully some plus net staff will see it and take note.)

However there is no improvement from where I was a week ago. (Including the repeated claim that the engineer must go to the exchange, and no offer to bring forward the upgrade, or delay it without having to go onto non contract rates.

Worse the reply has been via a so called ticket with an invitation "Should you require any further assistance then please do not hesitate to get in touch."

Unfortunately there seems to be no way to add information to the ticket, or reply to it (so.it is not really a ticket at all) So there is no way to get back to the person who responded to me - all I can do is go back in circles with standard phone support.

Honestly plusnet support went seriously down hill when they abandoned the ticket system some time ago.

[#2]

And now everything is alright again.

I was put through to an excellent person in technical. She has delayed the regrade to the new year and committed to refunding any out of contract extra costs.

She is even giving me a two way text so I can contact her directly if needed.

As usual the important part is getting through the right person who cares.

Thanks everyone upthread for all the help, support and advice. Especially @Townman 

[#3 · Accepted solution]

@tonycollinet  glad you finally got an acceptable result

[#4]

Delighted to hear that you got a workable commercial compromise in place of a potentially risky technology change, given the proposed dates.

Hope that Christmas is incident free!

[#5]

Tony, In my experience you never take the advice of a individual as last option, especially over the phone reps. Whatever the situation always say bye and ring up again. It works treats.