New Packages Confusion

[Stevescat]

I'm currently on Home Pro LLU - 200GB Total (50GB Peak/105GB Off Peak) Up to 20Mbps = £25.52 Inc VAT

New Enterprise Broadband equivalent - 100GB, Up to 20Mbps £25.80 Inc VAT (Perfect for me!!!)

Now, if I log in and go to 'upgrade package', I'm offered the 100GB a month for £25.80 Inc VAT BUT the speed is only UP TO 8Mbps!?! Is this a mistake? The balance of the new package seemed perfect for me, but not at the loss of speed.

Steve

[Simon_idnet]

I'm currently on Home Pro LLU - 200GB Total (50GB Peak/105GB Off Peak) Up to 20Mbps = £25.52 Inc VAT

New Enterprise Broadband equivalent - 100GB, Up to 20Mbps £25.80 Inc VAT (Perfect for me!!!)

Now, if I log in and go to 'upgrade package', I'm offered the 100GB a month for £25.80 Inc VAT BUT the speed is only UP TO 8Mbps!?! Is this a mistake? The balance of the new package seemed perfect for me, but not at the loss of speed.

Steve

Looks like a typo in our ordering system. We will always drive your line at the fastest speed that it will cope with.

[Bill]

Looks like a typo in our ordering system. We will always drive your line at the fastest speed that it will cope with.

Subject to BT's DLM and stupid artificial profiling for non-LLU lines

[gizmo71]

I noticed something similar - I'm on FTTC, but when I click on Upgrades in the customer portal it shows me the ADSL2+ offerings. I got all excited about moving from 30/90 to 100 unsplit for about £2 less until I realised it was too stupid to recognise that going from FTTC to ADSL would be a massive downgrade for me...

[Stevescat]

Thanks Simon for your response, upgrade page seems to be OK now EXCEPT for an £11 upgrade fee? Is this fee applicable to my circumstance?

It says at bottom of page:-

*Upgrades from ADSL to ADSL2+ incur a small one-off fee from BT of £11.00 excluding VAT which we pass on at cost, though we will waiver this fee as well and give you a month free if you choose to pay annually (this does not lock you into a 12 month contract).

But I wouldn't be upgrading from ADSL to ADSL2+, just changing to the new packages.

I'm hesitating to click on the upgrade button that has this fee attached to it.

Steve

[psp83]

Thanks Simon for your response, upgrade page seems to be OK now EXCEPT for an £11 upgrade fee? Is this fee applicable to my circumstance?

It says at bottom of page:-

*Upgrades from ADSL to ADSL2+ incur a small one-off fee from BT of £11.00 excluding VAT which we pass on at cost, though we will waiver this fee as well and give you a month free if you choose to pay annually (this does not lock you into a 12 month contract).

But I wouldn't be upgrading from ADSL to ADSL2+, just changing to the new packages.

I'm hesitating to click on the upgrade button that has this fee attached to it.

Steve

If you are already on ADSL2, then it's just a package change IDnet side, BT don't have to do anything.

Well that's how I understand it, same goes with upgrading on FTTC/P

[Stevescat]

Hi psp83,

I agree, that's how I understood it also, but the link you click on (mine would be the pay monthly) says: Upgrade - Pay Monthly (£11 upgrade fee applies).

This fee isn't going to stop me from upgrading, but it's not clear what will be charged - I like to know in advance!

Steve.

[Stevescat]

Just to answer my own query.
The second page in the upgrade process has this:-

A one off charge of £12.93 (£11.00 ex vat) for activating ADSL2+ on your line (waived if you pay annually). This charge only applies if you are upgrading from ADSL, if you are upgrading to a different ADSL2+ package you will not be charged.

So I'm now a happy bunny.

Steve

[andrue]

That upgrade link doesn't seem very useful. I'm currently on FTTC 80/20 with 60GB usage. The upgrade page only offers me ADSL based solutions 

[psp83]

That upgrade link doesn't seem very useful. I'm currently on FTTC 80/20 with 60GB usage. The upgrade page only offers me ADSL based solutions 

It's always been like that, even on the old site. I couldn't even upgrade from ADSL2 to FTTC on the customer portal.

If you want to change your FTTC package, email or phone support.

[Simon]

OK, so regarding the £11 fee, what if you're merely upgrading your package, and staying on ADSL, because you can't get ADSL2+? 

[Rik]

No charge.

[Simon]

Thanks. 

[RogerP]

Well total confusion!!

Old site you could see broadband packages + telephone + line rental with and without Vat, so you could see total price required to pay, I find latest effort confusing poorly laid out and awful graphics/text.

If you understand PSTN, SIP etc then fine, I just want simple and how much is it going to cost me in a simple laid out format.

I just hope someone will sort it out and soon?


Rogerp

[Tacitus]

Old site you could see broadband packages + telephone + line rental with and without Vat, so you could see total price required to pay....

That's a point I was going to raise.  In some places the price with/without vat is clear, in others like telephone prices it is not obvious.  I think a consistent way of expressing with/without vat prices needs to be adopted throughout the site.

The other main point is the overall look.  To me the major problem is the lack of contrast between text/background and in the main tabs at the top of the page. My eyesight is not particularly bad but I find it difficult to look at for any length of time.  I doubt anybody consulted the RNIB guidelines, but they are worth a look. 

http://www.rnib.org.uk/professionals/webaccessibility/planning/pages/checklists.aspx

[Gary]

Well total confusion!!

Old site you could see broadband packages + telephone + line rental with and without Vat, so you could see total price required to pay, I find latest effort confusing poorly laid out and awful graphics/text.

If you understand PSTN, SIP etc then fine, I just want simple and how much is it going to cost me in a simple laid out format.

I just hope someone will sort it out and soon?


Rogerp

Most people I know going for a Telephone package have no idea about PSTN, SIP, etc. I thought AAISP site was confusing, as to the site the areas to click on for more info in Enterprise are not obvious until you mouse over them and then they fade to let you know you can click on them which will I am sure effect some people with poor eye site, and has been said the contrast is appalling, its really washed out and hard to read.

[Gary]

Most people I know going for a Telephone package have no idea about PSTN, SIP, etc. I thought AAISP site was confusing, as to the site the areas to click on for more info in Enterprise are not obvious until you mouse over them and then they fade to let you know you can click on them which will I am sure effect some people with poor eye site, and has been said the contrast is appalling, its really washed out and hard to read.

I got the fade bit the wrong way round, ahh more coffee it seems 

[mk1]

Looks like the website has an issue when submitting the form to change package, it just loaded the homepage without any confirmation and logging me out?

Also, am assuming that the new pro package differs from the old because it does not have a peak/off-peak period and just 100GB less per month?

[Stevescat]

Hi MK1,

Correct, no more peak/off peak. It depends on your usage whether you see it as a halving of data download from 200 to 100GB. For me it's a doubling of allowance from 50 to 100GB per month - very rarely used off peak data.

Steve

[Gary]

Looks like the website has an issue when submitting the form to change package, it just loaded the homepage without any confirmation and logging me out?

Also, am assuming that the new pro package differs from the old because it does not have a peak/off-peak period and just 100GB less per month?

Email or give them a call I had mine swapped out Saturday. Yes it differs as it does not have peak off peak its 100GB at any time. (wish they would have rss feed for new package)

[Gary]

Hi MK1,

Correct, no more peak/off peak. It depends on your usage whether you see it as a halving of data download from 200 to 100GB. For me it's a doubling of allowance from 50 to 100GB per month - very rarely used off peak data.

Steve

I would agree with you, using the off peak of 150GB never really happened as I was never actually up that late so this is a much better way around things for me. It is like gaining 50GB in one way 

[Stevescat]

Hi Gary,

When you say "swapped out on Saturday" do you mean you upgraded to the new package on Saturday and this is already reflected in your account with the new allowances? I upgraded on Saturday as well, but apart from an automated email saying not very much, I've heard nothing. To be honest I didn't expect to here anything with it being a weekend.

Steve

[mk1]

Thanks, just had to drop them an email, hope it changes soon. Then i can kill all my scheduled tasks to download things!

[mk1]

Hi Gary,

When you say "swapped out on Saturday" do you mean you upgraded to the new package on Saturday and this is already reflected in your account with the new allowances? I upgraded on Saturday as well, but apart from an automated email saying not very much, I've heard nothing. To be honest I didn't expect to here anything with it being a weekend.

Steve

Got mine swapped over within an hour! Very Impressed.

[Stevescat]

Thanks MK1,

The online upgrade form is definitely not working. Tried twice. When submitting the form it crashes out to the home page.
Anyway, sent email instead, hopefully this will kick start the upgrade!

Steve