Upgrade resulted in no internet for 2 and a half days I am an existing customer and been with them for over 3 years now. When my contract finished, I started paying more with ought any notice or email saying its time to upgrade. When I enquired about it over online chat, they said I can upgrade to fibre and pay less. Of course, I was well thrilled with that and asked what is it that I need to do. This overly confident "advisor" called Dean said, that they will move me to a different plan and I don't need to do anything, and my internet service will not be lost at any point of this move. Also, there is no new route needed, they just send me the text on the day of upgrade and I simply need to restart the current router that I have lol! I thought that’s a bit strange and very cheeky of Plusnet to put a cap on my router and (just in case) asked for my chat transcript. So, within a week and a half, I received a text from Plusnet saying there is disruption with my services, and they are sending an engineer to look at it. I was working from home and my internet was working fine but lost it completely after the that text message. Then, shortly after I received a call from the engineer called Harry Shine and he said that he is coming to fix my internet. I asked him what was wrong with it and told him about my upcoming upgrade (thought it could be related), he said he had no clue in that case and said that it should be working fine for me now, in fact assured me and hang up the phone. I called Plusnet Technical support and they said that my new router was ordered, but then order got cancelled. This person on the phone was rude and didn't really care that I lost days’ work, also couldn't say when my internet be back on and offered me to use BT hub or go to a coffee shop!! I asked to talk to his manager, so he finally scheduled a call. This manager, named - Gareth Nathan from Sheffield said that they don't even have router in stock, and he is not sure how long it will take to send one out. He offered me to go to the shop and buy one, then ring them back to configure over the phone. I simply refused, I have a life to live, not take a day off and configure routers! In the end this took 2 and a half days to sort out. Company is absolute shambles and all the new customers should watch out for they undeliverable promises. If you offer an upgrade, make sure that your customer have appropriate equipment available, before disconnecting them! I was offered £25 pounds to cover the damage, ridiculous!