Where are you in your contract's minimum term? At the end of the minimum term, your discounts cease. Inspecting your ticket history (see the link below) might give some insight to what has happened.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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