topic Re: Conflicting speeds in renewal emails in Broadband

Conflicting speeds in renewal emails

Stoker — Mon, 23 Jun 2025 12:41:30 GMT

I've just renewed my FTTC contract. No changes to anything (but a few £ cheaper)

First I received a "Confirmation of new contract" email which said

At peak times, we estimate that you'll get the following speeds on your line:
Download: 60 - 68Mb Upload: 16 - 18Mb Minimum Guaranteed Speed: 54.6Mb.

Which is fine as that's roughly what I've always had here. But a short while later I received a "Product change now complete" email which says

Estimated speed 41Mbps to 47Mbps

Just curious why the contradiction. Not a big deal as we should be getting full fibre by year-end.

Re: Conflicting speeds in renewal emails

Tina11192 — Sat, 28 Jun 2025 15:33:59 GMT

@Stoker

Thank you for taking the time to contact us on our Community Forum, I hope you are well.

I’m sorry to hear you have received an email with conflicting line speeds.

Having looked into this I can confirm that the initial email is based on what we already know from previous information held on the database, however, as more people connect to our network, the information is then reviewed and updated by our suppliers, and to provide a more accurate estimate, this is usually re-evaluated once the product change/renewal is completed.

I hope this helps

Re: Conflicting speeds in renewal emails

Stoker — Sat, 28 Jun 2025 17:17:59 GMT

Thanks. However ...

Fibre boxes were installed on the poles through the village earlier this week, and the BT Broadband checker says "WBC FTTP up to 1000 / up to 220" for my address. If I go to the PlusNet site without logging in I can order FTTP as a new customer.

However if I log in to my PlusNet account I don't get the option to upgrade to FTTP.

(I realise this is probably now the wrong forum section)

Re: Conflicting speeds in renewal emails

Tina11192 — Mon, 30 Jun 2025 10:53:21 GMT

Thank you for your getting back in touch with us @Stoker I hope you are well.

I have now raised a query with Openreach for product availability for your property, I've emailed you the unique reference, I will be back in touch with you once we have a response.

Re: Conflicting speeds in renewal emails

Stoker — Mon, 30 Jun 2025 11:01:26 GMT

I raised this in "my orders" which seemed more appropriate then called as suggested there.

Advisor says it's a conflict issue with my address (house number + name / name) in different databases and he will try to resolve with OR.

Sorry for any duplicated effort on your side.

Re: Conflicting speeds in renewal emails

Stoker — Mon, 07 Jul 2025 11:53:58 GMT

After another call where the address conflict couldn't be resolved we decided the easiest solution was to create a new account for me, order FTTP on that, and close the existing one I've had for a decade or more.

I've been assured there won't be any cancellation charges.