Hi,
Thanks for the update, I don't see the reply as giving too much personal information away, but I do take great umbridge at it, and feel that anybody perusing your forums for answers may wish to be aware of what you said, before deciding to take a contract out with you, or renewing one.
So your update said;
"From reviewing your account I can see that when you initially signed up to us March 2016 you signed up to our Unlimited Fibre product. However then April 2016, your account was changed to a standard broadband one despite you still having the fibre service and speeds"
Yes I did have the fibre access. However, it was not possible to achieve the actual advertised minimum fibre speeds, and at the time, if I remember corrrectly this is why, your company said they would not charge me full fibre costs. This was beccause standard Broadband was also not a feasible alternative, most of the time speeds are zero, occassionally they get up to 0.5Mb, almost fast enough to load a web page, but not often. If you run a test on my line you may see this, although probably not, as you are more likely to see "router or line not synched", as you need more than zero MB to synch it.
Back to your update;
"As a result, our Revenue Assurance team who monitor for discrepancies like these noticed it and changed your speeds back to standard broadband as this is what you were paying for."
Ok so I can see the logic in this, he's getting something he's not entitled to, he should be stopped! However, I understand there is a change in your billing system recently, that may be where the issue lies, but the Revenue Assurance team don't know why I was connected as I was. They didn't have the courtesy to talk to me in advance, to say, i'm sorry mate, but there has been a technical error in your favour for the last 29 months and although we don't know how it happened, we are now going to remove your service. They could have given me a chance to explain, a chance to upgrade at that time with no loss of service, just a few options in the world of customer care/customer service/building customer loyalty. I have been a loyal customer, even though contract period has long expired I was still with Plusnet, not searching the deal with USwitch or other comparison charts. But no switched to "braodband", but basically for the area I am in this meant I was totally cut off from the internet, and still am. We haven't had any real access to the internet, since that change was made. So I've paid for broadband, not a lot less than what the new contract was going to be, and received nothing.
Phone faults have added to the fact that we haven't even had landline for some of this period either. And before anybody mentions well everybody has mobiles, one of the reasons we needed good internet was so we could do calls over wifi as the mobile coverage didn't reach our house either. What adds to irk me further in what you have just said is that you are the first person in 2 weeks that has even mentioned Revenue Assurance, or why the change happened. Are they some hidden force, who don't need to update the technical guys who sit in the call centres and deal with the angry customers, who don't understand what just happened? If there had been some notes somewhere, perhaps you could have saved the hours I've lost on Skype calls from overseas, the two wasted engineer visits that my family had to take time off to be at home for, and that as I am told regulalry, if the fault appears to be because of a fault inside my house, or with my equipment I will be charged £65, thank goodness it wasn't my fault, or was it? I'm not sure anymore whose fault all this mess is.
I can confirm that we won't backdate any charges due to the mistake being on our side (i hope not as it was something that you offered at the time and I accepted.)
....I understand that you want to leave us (too right I do, as soon as possible after this fiasco) after the fibre upgrade completes but before your cooling-off period expires. You can do this but as per the conversation you had when you arranged the deal "If you cancel within 14 days you will have to pay for the services you have used and any installation, connection or activation charges that may apply (including those charges that were discounted or advertised as free at the time we accepted your order)". As it stands this means you would be charged the £25 Fibre activation fee if you were to do this. - Perhaps my blood was boiling and I missed the fact that there was to be a £25 Fibre activation fee charge when I stupidly agreed to take on a new 24 month contract. This would be why I checked and double checked with the cancellation team and then back to the technical team.
Me: as the activation date is outside of the cooling off period where does this leave me now
(Cancellations person name removed): at 19:15, Sep 24: it would just mean we will request a pro rata charge for the few days you are with us.
Cancellations at 19:15, Sep 24:are you happy for me to cancel the fibre order?
Me: at 19:17, Sep 24:i'm not happy, but feel i have no other choice, besides as i said earlier I thought that I had already cancelled it on Sunday, ....
Me at 19:19, Sep 24: if i didn't cancel the order until 3 october, would i have incurred installation fees then?
Cancellations at 19:23, Sep 24:in order to check that it would be the tech team
Still Cancellations, (some repetition removed) at 19:35, Sep 24:ok, I have read through the notes and I cannot confirm whether we would or not charge for the engineer going out
Cancellations at 19:35, Sep 24: best to check with tech
Cancellations at 19:36, Sep 24: but if you cancel before the 4/10/19 then your within your cooling off period and you wont incure termination fee
Cancellations at 19:37, Sep 24:would you like me to transfer you to the tech team to check the engineer appointment
Tech Person
at 19:43, Sep 24: I can confirm that you should not receive any engineer fee's as the fault is external
Me at 19:44, Sep 24: but it isn't a fault that they are coming to sort out, they are coming to do an "initial" connect to fibre
Tech: at 19:44, Sep 24:I understand no you should not incur any charges
I don't know what else I could have done to confirm, apart from come onto here to find somebody who appears to have access to different notes and rules, as now you are saying that I do have to pay a fee to leave,
I miss Old Plusnet, who did us Proud...Not sure what the new generation two years later are doing to us, but I've lost all pride in being a customer to a good old Yorkshire company.
Shame
Bern
Plusnet did NOT do you proud at all
