Thinking about upgrading to FTTP questions

[#1]

Hi guys, just an update.

My decision is that I’m going to wait until next spring to see what happens with prices. As my speeds are good at the moment, I have no compelling reason to upgrade for that reason. It seems that the best timing for switching would be around the price increase time, so I at least get a good 12 months on the price I get at that time.

However, I also notice that there are competitors still offering a fixed price 18 month contract (Sky for one). If that’s still available when the time comes, that would be a more compelling reason to look at moving on.

It’s a battle between sticking to a principle, such as ISPs not offering a fixed price contract term (when in reality they could, because they offer the old price to new customers). But the other side is taking a chance on losing what has been a reliable service, with good customer support.

You guys don’t make it easy.

[#2]

Hi Andy,

Can I arrange for one of my colleagues to call you back to have a chat about what we can offer you for FTTP? 

I'm sure we'd be able to tempt you! If so drop me a PM with a phone number and a time frame when you'd be available.

[#3]

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@Gandalf wrote:

Hi Andy,

Can I arrange for one of my colleagues to call you back to have a chat about what we can offer you for FTTP? 

I'm sure we'd be able to tempt you! If so drop me a PM with a phone number and a time frame when you'd be available.

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Hi @Gandalf 

Thank you for your interest, I know you put a lot of effort into customer service, and I appreciate your effort here. However, you are missing my point somewhat. This is all about this, this action I have to continuously partake in, in order to obtain the best prices for my broadband. As an existing customer, and a pretty loyal one, it shouldn't be necessary to do this in order to keep me as a customer.

I'm just not prepared to have to negotiate a deal, and be pressured into a 'only if you sign up today' deal (it's what usually happens, so forgive me if that's an assumption). I'm not in a position to take up any such deals anyway.

As I said, I'm not in any hurry to upgrade to FTTP. I've been watching the forums, and it seems there are still some issues that could arise, so I'm happy to wait anyway. My current normal fibre service is working fine, this was simply about saving a few pounds per month. Although it does seem mad that I'm paying £28.40/mth for Fibre Extra, and Full Fibre is £25.99/mth. It's essentially the same service, as I never use the landline phone now, but my current speed is near to what I could get on Full Fibre.

Thing is, I renewed my contract at a lower price, which was £25.99/mth, a deal that simply automatically came up on my account page. That automatically increased in April, in accordance with 'guidelines'. I'd expect the same to happen if I clicked that button to upgrade to FTTP now. I actually missed the fact that this was going to happen when I renewed, and was rather annoyed with myself over that. It's a policy that is shown in small print, so easy to miss. Now of course I'm aware and look out for it.

I would like to think PlusNet take note that there are others offering fixed contract deals out there, and it's not good customer service for us to have to fight for the best deals anymore. The fact that new customers can get the lower price, or an existing customer that fights for it, shows that it's not a necessary policy, it's a marketing and business strategy.

For all that, I'm going to decide if and when I change provider or service, and it will depend on what conditions are presented to me when I'm ready for it.

This is not a pop at you (your customer service record is probably legendary, and I thank you for that), or any of the excellent Plusnet employees that help out in these discussion groups, this is aimed at Plusnet as a business, and it's marketing strategies.

Regards

Andy

[#4]

Thanks for getting back to us Andy and I just want to assure you that we do appreciate your feedback. 

Once of the things that Plusnet is big on is improving and they can't do that without you guys being honest with us. 

I will make sure its passed on to the right team, but please get back in touch if you need anything else!

[#5]

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@SammyM wrote:

Thanks for getting back to us Andy and I just want to assure you that we do appreciate your feedback. 

Once of the things that Plusnet is big on is improving and they can't do that without you guys being honest with us. 

I will make sure its passed on to the right team, but please get back in touch if you need anything else!

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Thank you @SammyM 

I'm trying hard not to be all Victor Meldrew about it :-), and I don't think I'm an only voice in the crowds. It is something that has just become too much (not just here, but in so many things we deal with all the time), and I just feel it's enough now. it's become material for standup comedy.

All the best

Andy.