'Unlimited Fibre Extra'

[#1]

I'm curious, my mother has signed up to a broadband package for 24 months with Plusnet called Unlimited Fibre Extra for 24 months.

She thought she was buying a fibre to the property service. The service isn't fibre. It's copper. Basic ADSL.

Is there any particular reason a copper service with Fibre in the name, but clearly isn't Fibre has been sold to a pensioner who has little idea about technology and specifically went for this package deal after I informed her that Fibre (actual fibre to the property) is what she needed?

I can't help but feel this has been miss sold and I'm pretty annoyed she's now locked into a contract for 24 months when actual fttp is available in the area.

[#2]

It's copper. Basic ADSL

@Dime It isn't basic ADSL, its FTTC (Fibre to the cabinet)

When FTTC becames available, all ISPs referrred to it as 'Superfast Fibre' which was possibly fine at the time, but now FTTP is becoming common, then as you say, it is now confusing. The only saving grace is that when you order you will get a speed estimate which says exactly what you should expect whether its FTTP or FTTC. ISPs now tend to refer to FTTP as 'Full fibre' to try and differentiate.

She thought she was buying a fibre to the property service. The service isn't fibre.

If FTTP was available then that's almost certainly what would have been offered. Given that it wasn't, it would tend to suggest that it isnt actually available to that address

[#3]

It's misleading. There are full fttp services available at her property right now. Instead shes now got a 40mbit copper service instead of a 900mbit fibre service for a higher monthly charge.

The last mile is copper, not fibre. That is the most important part. The entire name of the product suggests to anyone buying it, it's fibre. It's not fibre where it matters.

24 months locked into a contract she didn't want because of an obviously misleading name. Amazing.

Also just to come back at your last point, the fact I've just ordered a FTTP service to run along side the copper one we are now stuck with suggests that it absolutely is available at her address.

[#4]

Also just to come back at your last point, the fact I've just ordered a FTTP service to run along side the copper one we are now stuck with suggests that it absolutely is available at her address. 

Is that an Openreach FTTP service or from an altnet ?

If it was available from Openreach, then I'd be amazed if Plusnet didn't offer it in preference to an FTTC service. Also, if it IS available from Openreach, then PLusnet will allow an upgrade to Full fibre without any early termination charges.

[#5]

@Dime 

"actual fttp is available in the area."

Is FTTP from Openreach, and therefore Plusnet, available in your mother's area - i which case I would have thought that Plusnet would just offer her the upgrade if asked.

Or, is FTTP currently only available from an "alt-net", that Plusnet do not use?

.

[#6]

@Dime 

Jus to confirm, use the following Checker to see what's available.

https://www.broadbandchecker.btwholesale.com/#/ADSL

If you can post a screen image of the results (including the narrative below the results window) that would help. Hide personal details.

It sounds like your mother may have been misold (or misunderstood) what was on offer. If it's within the cancellation period you may be able to sort things out to get one service only.

If you go with FTTP think carefully what what speed she requires. If she's happy with her current speed then FF78 would be suitable.

Note that she loses her landline with either option taken. If this matters to her then you need to sort out a VOIP provider asap so you're ready to move once the install is complete

[#7]

@Dime 

I agree that using the word 'fibre' in the product description is confusing. Every Openreach based service probably has a fibre section, be the conversion to copper be in the local telephone exchange, FTTC cabinet or domestic ONT.

If full fibre is available from Openreach then she can upgrade by simply contacting Plusnet. If full fibre is being provided by an Altnet then Plusnet would be unaware of this and offer their FTTC service. The order confirmation would have included a speed estimate. One might assume that when advising that full fibre was available you recommended the speed that was required?

If the disparity was not noticed and 14 days has passed since the order was placed then it is indeed unfortunate that it was not spotted.