Plusnet Upgrade

easyhost

Hi

I just received the following email from plusnet

We have good news for you. The exchange equipment we use to provide your service has now been upgraded, and we can offer you a faster 'upto 20Mb' service.

You don't need to do anything, and we'll switch you over automatically, for free.

We expect this to happen within the next 5 weeks.

There may be a brief drop in connection for about 5 minutes on the day of the change, and you may see varying speeds for the first few days after we've upgraded you. This is expected, and is nothing to worry about.

Please note: you may receive messages advising on the progress of your order over the next 5 weeks. If you receive a message notifying you that the order has failed, don't worry - you don't need to contact us and your service will continue as normal.

We've created an FAQ for the upgrade here:
community.plus.net/faster-plusnet-broadband-for-free-faq/

If you have any further questions please raise a ticket by going to help.plus.net

Kind Regards,

Nick Dodds
Head of Customer Support

nothing wrong in that until you read some links on their site. if your router is not ADSL2+ then they will gladly replace this and cover the costs as long as you pay £4.99 postage and agree to say with them for a further 12 months.

Plusnet_company_representative

Hi easyhost,

That is true - but you don't need to buy the router from us if you don't want to, and if you do leave within 12 months it's only the cost of the router that needs to be paid.

There's nothing to stop you from buying your own adsl2+ compatible router if you wish, and the service will continue to work fine even if the router being used isn't adsl2+ compatible though that will only be at adsl1 speeds.

Kind regards,

Matt Taylor
Customer Support

easyhost

Plusnet_company_representative wrote: »

Hi easyhost,

That is true - but you don't need to buy the router from us if you don't want to, and if you do leave within 12 months it's only the cost of the router that needs to be paid.

There's nothing to stop you from buying your own adsl2+ compatible router if you wish, and the service will continue to work fine even if the router being used isn't adsl2+ compatible though that will only be at adsl1 speeds.

Kind regards,

Matt Taylor
Customer Support

thats not how it is in the link on the site, you need the router from plusnet and to stay with plusnet for a further 12 months

cover the cost of this as long as you remain a broadband customer for 12 months, all you’d need to pay is £4.99 for postage and packing.

cajef

easyhost wrote: »

thats not how it is in the link on the site, you need the router from plusnet and to stay with plusnet for a further 12 months

You have missed the first and relevant part of that paragraph off, which means as the Plusnet rep has pointed out you have the choice of taking theirs or if necessary you can provide your own.

If you’d like us to provide a new router, we can provide one and cover the cost of this as long as you remain a broadband customer for 12 months, all you’d need to pay is £4.99 for postage and packing.

edl2011

In general I am a happy PlusNet customer and continue to recommend them as the most reliable ISP I have experience with in both personal and business capacities.

However they sent me this e-mail regarding the '21CN' upgrade on the 25th February. In that e-mail it stated that the upgrade should happen within 5 weeks.

Today I have received the e-mail promising faster connection speeds again. This time it is "expected to happen within the next 6 weeks". I am interested to see whether it will actually go ahead or if they will just go quiet again and give no indication of what is happening.

I have a PlusNet Extra (home) package and live in Penwortham, Preston. Anyone else had a similar experience? Anyone actually got the upgrade already? Let us know.

Plusnet_company_representative

Hi edl2011,

Sorry to hear that. Is there any chance you could advise of a ticket number (or if you're happy to, your account username - though if you don't want that in public no worries) so we can have a look at that for you? Happy to chase the regrade and see why it didn't happen last time, if you like.

Regards,

Matt Taylor
Customer Support

edl2011

Dear Matt,

Thank you very much for a prompt reply and your offer of looking into the situation. I am quite happy to just hang on and find out how things pan out. Hopefully it will go ahead this time - I'll be sure to come back here and let everyone know the outcome. Also intending to have 'before & after' speed tests to share as well.

Best regards
Ed

Hammyman

TBH, unless your ADSL Modem/Router is well over half a decade old, it'll do ADSL2+

edl2011

Further to my previous posts, I have checked today and it does appear my sync speed has increased from 6976 to 8620Kb/s. I didn't hear any further from Plusnet about it, though..

I think that as my router is pretty old this might be the maximum speed of the line due to that. I might try upgrading the router at some point but it's a gamble really as it's difficult to tell the scope for the speed to increase beyond this new value.

Thanks again though Matt for coming back quickly and offering to help after my original post.