Have I been mis-sold a package?

[#1]

@MisterW The OP is profoundly deaf and cannot use a telephone.

[#2]

@Gillrich1 

Plusnet are also on Facebook and Twitter, maybe try contacting them there if you have accounts

[#3]

The OP is profoundly deaf and cannot use a telephone.

@jab1 sorry, hadnt spotted that. I'll try escalating to get some help from the social team.

[#4]

Thanks a lot, @MisterW .

[#5]

I'm advised that someone will pick this up shortly.

[#6]

Hi @Gillrich1 

I'm really sorry to hear about the issues you're having with your connection.

If you can drop me a PM with what date and timeslots best for you I can get that booked in for you 

[#7]

Hey, just to update you all on this, Matthew sorted it so an engineer came out at an acceptable time. I feel bad for the poor guy as it was absolutely pouring with rain but he acknowledged the fault was on the network's end and worked quite late into the evening to sort it. Now getting closer to 40mbps, twice what I was getting originally and probably the most I can hope for on my line, happy enough!

[#8]

Glad you have got it sorted. According to the BTw DSL checker, your line should be capable of a little more, but, IMO, not enough to warrant paying the Fibre Extra price. How long have you got left on your contract?

[#9]

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@jab1 wrote:

...your line should be capable of a little more, but, IMO, not enough to warrant paying the Fibre Extra price. 

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This is why I questioned whether I'd been "mis-sold a package". I honestly don't remember the specifics, I was moving house which was extremely stressful and still had a few months left to go on my contract at the time. I think the moving fee (even though the flat I bought was literally right next door to the flat I was living in....) was rolled into what I've been paying, but I'm still not sure why I was bumped up to fibre extra on top of that. Matthew advises I was told at the time that my line was capable of a little higher, 46mbps I think he said, which still doesn't seem to justify fibre extra over regular fibre. 

Ah well. I've only got a few months left to go on my current contract so getting my money's worth out of it now at least. I've done my homework this time and it looks like I can get 100mbps full fibre for about the same as what Plusnet want for another 24 months of 33mbps max ADSL fibre. Looks like I'll be moving on in October, which is a shame as I've always found Plusnet's support first class. Their sales people are letting them down though.