I've been obtaining a rock-solid (80/20) (ie. 72/18) FTTC service from Plusnet since about mid 2014, and am pleased with it. I pay 21.30 pounds for the broadband part of it, which your billing department has been taking quite correctly. I have been for several months out of contract, which means that for one reason or another you take about 50 pounds from my account every month, what with line rental (#$~\/!), land-line etc.
My problem is, you call the service you supply to me "Unlimited Fibre" (which may be what you called it in 2014), rather than "Unlimited Fibre Extra). So if I try to opt for a 18-month contract, you offer me a 40/10 service, which is definitely not what I want. You just look at the name of my service, not what you charge me.
Since (a) you have proved quite reliable, and (b) I could save about 180 pounds by re-establishing the contract under its new name, I'd like to ask if you would promise me, signed in blood, that you would provide me with the service that you have been supplying for several years, under whatever name you call 80/20 FTTC nowadays, under a new contract, without any interruption. Why do I ask for blood? Because, though your service is remarkably reliable, so far, your billing department has the well-demonstrated reputation of screwing up the slightest perturbation of something appending like the characters " Extra" on the name of an ongoing, paid-for service.
If I don't get any satisfaction, rather than being held over a barrel by your billing department (who I expect are very comfortable with my situation), I'll cross my fingers and try to go elsewhere for a cheaper 18-month contract, and try to weather whatever screwups I imagine/predict that entails. Is that really what's called doing me proud?
