Last month, an initial 9 month reduced cost rate on ADSL with plusnet, had expired - I am on an 18 month contract.
When I re-contracted on 21/09/2013, I was informed that fibre was already available at my property. I was at the time offered either fibre or ADSL but I had no requirement for fibre at the time so I took out ADSL.
When I asked what my options were at the end of the initial 9 month reduced costs period(I hate these kind of offers), I was informed that I could at that point upgrade, if I wish, to a fibre package. It was my thinking at the time that I would take the reduced rate of £2.99 P/M and after the initial 9 month term, I would upgrade to fibre as it would be of similar cost to ADSL. In-fact, your initial term on fibre is currently as low as £3.75 P/M and I am now paying £9.99P/M for ADSL. In addition to this, you offer all new customers ADSL for £2.50 a month which is on a 12 month contract, and that's a flat cost throughout the term, so offering ADSL at this cost is obviously commercially viable. It disappointing that for being a loyal customer, you get charged more!
Today when I called to confirm that it is the end of the 9 month term (I was confused at first as I was given incorrect numbers and dates), I was advised that I cannot upgrade to fibre after all as it is not available in my area, completely defeating the plans I had in mind when I took out the initial contract, and in a way, going against what plusnet advised at the time.
Since joining plusnet when I purchased my very own property (being the first internet connection I provisioned myself), I have praised plusnet in all possible ways, persuading 3 people to join them, and bragging about them on forums I am a member of due to their helpful forum staff, unlimited upload caps, no site blocking, etc. To now get this, what I can only describe as a kick in the teeth is actually very disappointing. I completely understand the initial period and that I should be paying more if i stick with ADSL, but the fact that I have been restricted from upgrading, therefore getting bad value for money is very annoying - the advisor shouldn't have told me I have this option as at the time as I would have gone with a product that had a flat rate throughout, and in the long term, it would have been cheaper.
Can someone from plusnet please tell me what cancellation costs I have to pay if I wish to leave? I only have a few months line rental left paid up front and even if its a penny cheaper elsewhere with the cancellation fees (I can easily get ADSL for £2.50P/M elsewhere), IM OUT.
