topic FF Upgrade not completed in Full Fibre

FF Upgrade not completed

kev2025 — Sat, 22 Nov 2025 09:47:32 GMT

Hi,

I have upgraded to FF300 from the 145 package, it said was scheduled for 21st Nov, however when I run a speed test from my router, it is still only showing 150 instead of 300.

When i login to my PlusNet account, it says "An error has occurred
You can't change your products for the moment, you already have a product change in progress."

So I presume my upgrade hasn't actually be completed yet, any idea how long as the 21st was yesterday.

Thanks

Kev

Re: FF Upgrade not completed

Townman — Sat, 22 Nov 2025 11:16:28 GMT

@kev2025 wrote:

... when I run a speed test from my router, it is still only showing 150 instead of 300.

What router are you using?

Does it have an in-built speed test, if yes what is the target speed test service?

Re: FF Upgrade not completed

kev2025 — Sat, 22 Nov 2025 11:22:25 GMT

Hi,

I have a Asus RT-AX86S router and it has a built in speed test. It uses Ookla speedtest.

The test changes locations as different times, last couple was against Airband Community Internet, London and community fibre.

As said my message at the top of my account when I sign in indicates the upgrade is still in process hence it has not changed but said was scheduled for yesterday so I don't think the upgrade has happened yet and wondered when will be.

Thanks

Kev

Re: FF Upgrade not completed

Townman — Sat, 22 Nov 2025 11:25:50 GMT

Thanks - good to be clear - some folks might describe an ethernet connected device or a wifi device near their router as "from my router". Very few routers have in-built speed tests. It was something asked for during the Hub 2 trials...!!

The notice on the user portal could indicate that the order is stuck. I suggest that you check the tickets (open and closed) on your account - see the link below.

Re: FF Upgrade not completed

markhawkin — Sat, 22 Nov 2025 11:34:59 GMT

@kev2025

I doubt this will fix it but I would try turning the power to the router off and on again.

That will start a new connection to Plusnet and it MIGHT pick up the new speed.

Also (and something I've seen someone fall for) you don't have any "Quality of Service" settings in the router do you?

Re: FF Upgrade not completed

kev2025 — Sat, 22 Nov 2025 11:37:33 GMT

Thanks, Just looked at the tickets (wouldn't see them from my account section) until clicking the PN tickets link, it now shows activation date is 24th November so will check again then, thanks for your help! Didn't get a email to this effect.

Kev

Re: FF Upgrade not completed

kev2025 — Sat, 22 Nov 2025 11:43:25 GMT

Thanks, looks like my activation date has changed to 24th November (never got a email to this regard) but found it that's to @Townman post above regarding PNTickets link. No, no QoS enabled.

Router is pretty much standard out the box.

Kev

Re: FF Upgrade not completed

Townman — Sat, 22 Nov 2025 11:48:04 GMT

@kev2025

Installation delays do not trigger communications ... a matter of irritation of long standing!

@James_B

Can the matter of no comms on installation date changes please be revisited?

Re: FF Upgrade not completed

kev2025 — Sat, 22 Nov 2025 11:50:08 GMT

Thanks @Townman much appreciated. At least now I can see the tickets so can keep an eye on it now.

Kev

Re: FF Upgrade not completed

kev2025 — Mon, 24 Nov 2025 08:15:00 GMT

Did a speedtest today and am getting FF300, however still error on account saying in process so guess they not updated it as completed yet. Hopefully later today it will show complete and new contract details and new price for DD.

Thanks

Kev

Re: FF Upgrade not completed

kev2025 — Mon, 24 Nov 2025 15:03:54 GMT

Looks like account is updated now so should be all good now.

Thanks all!

Kev