topic Re: Upgrade error in My Account/Billing

Upgrade error

Warey — Sun, 30 Apr 2023 07:31:08 GMT

I’m out of contract and currently paying £55.00 per month for broadband and telephone calls. I cannot upgrade online because there is an error on my account, I get the following message; “please wait until we’ve finished upgrading your phone service before making another changes”, it’s been saying this for months.
I’ve tried sorting this out via an online chat with an agent, who didn’t know what to do and told me to phone customer services. I’ve tried customer services twice after work but haven’t been able to get through before they shutdown for the day.
Can anyone advise another course of action I could take before switching providers?

Cheers

Re: Upgrade error

jab1 — Sun, 30 Apr 2023 07:44:29 GMT

@Warey You will need a staff member to sort this - the (supposedly) automatic method of clearing this message on completion of account changes is totally broken.

But note it will be early next week, as Help Team activity on the forum is very patchy at weekends/holiday time.

Re: Upgrade error

Baldrick1 — Sun, 30 Apr 2023 08:15:25 GMT

@Warey

Ring the Customer Options Team on 0800 013 2632. This number is normally answered quite quickly.

Re: Upgrade error

kennethmcleod — Sun, 30 Apr 2023 10:39:22 GMT

I'm the same, I can't change or add anything, got it sorted once back as soon as renewed my contract a few months back its been stuck showing the same, although it would be easier to add what I want to add, but guess I have to phone up on Tuesday, but it does need sorting Plusnet.

Re: Upgrade error

Gandalf — Mon, 01 May 2023 11:17:51 GMT

Hi @Warey,

I'm really sorry to hear that you've had issues with this.

I've updated your account, so should no longer show an error.

Let me know if there are any further problems.

Hi @kennethmcleod,

I'm really sorry to hear you've had issues with this as well. This one's a little trickier to fix as there's a stuck order in the supplier systems, which is preventing us from fully updating your account.

I've raised to the relevant team and we'll update you when we know more.

Re: Upgrade error

Warey — Mon, 01 May 2023 20:31:49 GMT

Error on my account is all sorted now thanks.

Just one more little query. I can now upgrade, but I only have one choice which is stay on my current terms with a download speed of 20mb. U-Switch shows "Plusnet Unlimited Fibre Extra & Phone Line" deal for the same price except the download speed says 66mb. Can I upgrade the speed?

Cheers

Re: Upgrade error

jab1 — Mon, 01 May 2023 20:37:29 GMT

Depends on whether you are in a fibre Priority Exchange area, or how far you are from the fibre cab. easiest way to get an answer on here is to post a screenshot of the result from here: https://www.broadbandchecker.btwholesale.com/#/ADSL , hiding your telephone number.

Re: Upgrade error

dvorak — Mon, 01 May 2023 20:59:39 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Upgrade error

Warey — Mon, 01 May 2023 21:07:03 GMT

That came back with tons of info but I can't add attachments or screenshots for some reason, but I know there is a new fibre cabinet right outside the front of my house.

Re: Upgrade error

jab1 — Mon, 01 May 2023 21:09:11 GMT

What device are you using to post on here - a desktop/laptop or phone/tablet? We really need to see the result before we can comment.

Re: Upgrade error

Warey — Mon, 01 May 2023 21:11:06 GMT

Android phone. I should probably get my laptop out!

Re: Upgrade error

jab1 — Mon, 01 May 2023 21:18:30 GMT

I don't know which browser you are using, but you should be able to 'select desktop site' which will give you the full options, or - and this possibly the best idea - use the laptop.

Re: Upgrade error

Warey — Mon, 01 May 2023 22:11:18 GMT

Re: Upgrade error

jab1 — Tue, 02 May 2023 06:27:49 GMT

@Warey Thanks for that screenshot. From what it shows, I, personally wouldn't go for the Fibre Extra product as you are some distance from the fibre cab. Even if you have one outside, it does not appear to be the one that serves your property - check the number on the side.

If the price difference between Unlimited Fibre and Unlimited Fibre Extra is small, I suppose you could ring Customer Options on 0800 013 2632 and ask if they are prepared to upgrade you, but looking at the last 'observed speeds', I suspect you would be in the low band on that product anyway.

Re: Upgrade error

Baldrick1 — Tue, 02 May 2023 10:59:49 GMT

@Warey

My reading of these results is that you are not achieving the handback threshold, which suggests that you are not getting your contracted minimum guaranteed speed. I would report a speed fault. If you get this resolved you may well get some advantage to upgrading to fibre extra.

Re: Upgrade error

jab1 — Tue, 02 May 2023 11:05:25 GMT

@Baldrick1 You could be correct, although I am reading those figures slightly different, as in they are based on an 80/20 Fibre Extra supply. AIUI, the OP is on 40/10, and a distance from the fibre cab.

Re: Upgrade error

RealAleMadrid — Tue, 02 May 2023 12:38:02 GMT

@Warey Yes I agree with @Baldrick1. Your speed is way below expectations, and looks suspiciously like the line has been banded (capped) at 25Mbps. With the estimates from the checker showing around 60Mbps you should certainly be getting a sync speed of 40Mbps on Unlimited fibre.

Could you post your router stats, obscuring your username and any other personal info from the router Help desk page or advanced diagnostics depending on the type, I can't give you more details as I don't use ISP supplied routers but there is more info on the Help and Support pages on the member centre website.

You need to get this low speed issue fixed first, there is no reason why you shouldn't be able to upgrade to Fibre extra.

Edit @jab1 Just seen your post, the checker result is line based, and knows nothing about the service on it, so a 40/10 service should be syncing at full speed. Fibre extra should go considerably faster.

Re: Upgrade error

jab1 — Tue, 02 May 2023 12:52:10 GMT

@RealAleMadrid I totally agree we need the Help Desk page from the OPs Hub, but my reading of that BTw screenshot is that they are a considerable distance from the fibre cab, and given the 80/20 expectations on there I don't think the current 40/10 figure is that far out.

Re: Upgrade error

RealAleMadrid — Tue, 02 May 2023 13:09:08 GMT

@jab1 Not sure why you think the OP is a long distance from the cab, did you actually read the edit in my previous post? As @Baldrick1 mentioned the OP's speed is below the Handback Threshold which is a fault condition. The checker speeds apply to any service on the line, obviously a 40/10 service can only sync up to those maximum speeds which the OP's line isn't doing but should be. As I said it looks like a banded line.

I believe you are interpreting the checker result incorrectly, the 40/10 service speeds are not some proportion of the checker estimated speeds.

Re: Upgrade error

jab1 — Tue, 02 May 2023 13:22:13 GMT

@RealAleMadrid Sorry, we appear to be at cross-purposes here. The figures quoted in the BTw checker are clearly based on an 80/20 provision and the copper length has clearly been taken into account there - otherwise why would it give such low estimates? The handback is similarly based on an 80/20, not 40/10 provision. Unfortunately, the checker these days only seems to quote 80/20 expectations, which doesn't help on a 40/10 connection. IIRC, at least when I was switching ISPs, it also quoted the equivalent 40/10 figures.

In any case, unless the OP explicitly tags me on here, I'll leave the topic alone.