Broadband renewal

[#1]

Renewal offer includes chance to upgrade to unlimited fibre extra.  When I click the link I end up only able to renew existing package?

[#2]

@thegreggsare This could be one of a number of problems/errors. If you enter your phone number in HERE  and post the resulting screen shot, obscuring your phone number, it may give us an idea, or it could just be a system error which does happen on occasion - in which case you will need to ring customer options on 0800 013 2632 during working hours.

[#3]

Moderators Note

This topic has been moved from Broadband to My Account/ Billing 

[#4]

See attached.

[#5]

@thegreggsare  You are actually able to upgrade to 1Gbps FTTP Full Fibre. That is probably the reason for no FTTC upgrade showing. Just be aware that Plusnet FTTP is a broadband only service so your landline and phone number will be lost. That would not bother me as I have already have a VOIP telephone service and my landline number is not important, it hardly get's used these days. 

You have to call customer options on 0800 013 2632 to order FTTP, it is only available to existing customers at present and is not yet on the Plusnet website

[#6]

@RealAleMadrid thanks - although if the OP rang in and asked, should they not be able to move to the 80/20 package, as they already have FTTC and the upgrade is merely administrative?

[#7]

@jab1 Yes I'm sure you are right but I read in another thread it looks to be a marketing ploy by Plusnet to get existing customers to call in so they can be offered FTTP hoping that they will go for the faster more expensive options.😮

The online upgrade process does not yet show FTTP available for those that can get it.

[#8]

@RealAleMadrid Nothing to do with a 'Plusnet marketing ploy' - the OP is obviously in an FTTC stop sell area, as the screen shot is of the BT broadband checker.

[#9]

OK, I hadn't spotted that it is a Fibre Priority Exchange so the OP cannot order 80/20 FTTC, only get FTTP. However there are many more exchanges  where FTTC can still be ordered and have FTTP available so my previous comment still applies. Plusnet want to get as many customers on FTTP as they can but they have gone about it in a very odd way. Losing your land line and phone number is not acceptable to some customers. 

[#10]

@thegreggsare According to that BT checker result, you must already be on Fibre Extra, as it reports a D/L speed observed of 52.68Mbps - above the capabilities of a 40/10 connection.

[#11]

According to that BT checker result, you must already be on Fibre Extra, as it reports a D/L speed observed of 52.68Mbps - above the capabilities of a 40/10 connection.

Not neccessarily John, I had an observed max >40 Mb when I was on a 40/10 product

[#12]

@MisterW OK, I agree that checker is not always accurate, but it also reports an upload close to 20, which I suspect is possibly more accurate?

[#13]

@thegreggsare 

If a phone service (and NUMBER) don't matter, then you should look at upgrading to FTTP. Far more stable conenction and you get near your chosen speed.

The reason upgrades don't show up online (or so we've been told) is the website isn't ready yet for FTTP - PlusNet only offer it to exisiting members. When you phone in you get given the option. You may well be able to upgrade to 80/20 but you need to ask.

Brian

[#14]

I thought like @bmc  that FTTP priority still permitted upgrades on existing connections but looking at the Openreach stop sell update here https://www.cvf.openreach.co.uk/cpportal/products/product-withdrawal/stop-sells-updates it says

If a product is impacted by stop sell¹, this won’t just mean no new supply, but also, you won't be able to do working line takeovers, start of stopped lines, migrations, CP transfers, addition of broadband to copper voice lines, bandwidth modify, or addition of lines and channels to existing installations.

Currently there are two programmes for which stop sell applies:

1. FTTP Priority Exchange
2. WLR Withdrawal

Which seems to indicate that a bandwidth upgrade from 40/10 to 80/20 would not be accepted

[#15]

Kind of understandable @MisterW , but a bit restrictive, IMO. If it is merely a 'flick a switch' admin type change on an existing circuit, and the customer doesn't want FTTP (for whatever reason), I can't see the logic.