Plusnet have given me 300MB rather than the 500 I asked for

[#1]

Hi All,

I signed up for 500Mb full fibre as it was the same price as 300Mb - a no-brainer.  Plusnet have only given me 300.  I spoke to them a couple of times and they said they would upgrade me to 500 once my connection was established.  I now have my connection but my account shows I have only 300.  I spoke to +net just now and they swore blind that they had never had 500 for the same price as 300.  They have now gone to a new pricing structure and have wiped all the old deals from the net.

I saw the same price on several occasions.  The reps initially agreed with me.  Did anyone else see the deals giving the same price for 300 & 500 ?

[#2]

You should have received email confirmation of the product and price when you signed up , what did that say ?

[#3]

I've looked at the emails they sent and there's no product confirmation email.

[#4]

Login to your account at plus.net and then look at your 'closed questions' using https://www.plus.net/wizard/?p=search

There should be one confirming the contract , with product and price

[#5]

Ah!  Found it.  Thanks for the tip.  Yes they say 300.  But then, as my account shows 300, they would have sent an email saying 300.  I'm not disputing that they have given me 300 but am saying that I clicked on the 500 box.  I've also found a message from PlusNet:a few weeks ago:

"set call back for 1:30pm - 2:30 pm 9/2/2024 to upgrade account to FTTP 500"

Kind regards,

<Redacted>

so Matthew was willing to upgrade me to 500.

Customer Service are saying that there has never been an advert when they have given 300 & 500 for the same price.  I was asking if anyone else had seen this advert (and had possibly got the 500 for the 300 price).  

Thanks for your help.

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

[#6]

Hopefully one of the Help team staff will pickup this thread shortly and review what has happened.

[#7]

Hi @minus444 I'm sorry to hear you didn't get your call back. I've listened to the original call which organised the call back for the upgrade. You mentioned that you thought you'd pressed the 500Mb but the order has gone through for the 300Mb. There was no mention of a price on that call, I can certainly give you a call and transfer you through to this department, but I can't say what the pricing would be for the upgrade to 500Mb.