topic Speed upgrade seems to be stuck in Full Fibre

Speed upgrade seems to be stuck

Matb1ack — Sat, 13 Dec 2025 14:04:44 GMT

Hi
I ordered a simple speed upgrade on my FF line from 300 to the next tier earlier in the week.

I got a quick email response saying this would complete yesterday but midnight comes and goes and nothing.

When I log in to my account I get an error message saying that an order is in process but it doesn't appear on tracking.

It's frustrating because the system was encouraging me to upgrade and save money but it's just stuck processing.

Could someone look into this please?

Re: Speed upgrade seems to be stuck

MatthewWheeler — Sat, 13 Dec 2025 14:12:40 GMT

Hi @Matb1ack

It looks like your order is slightly delayed on our suppliers systems and isn't due to complete until the 15th.

You should get an email confirming this on the day once the change kicks in

Re: Speed upgrade seems to be stuck

Marsh — Sat, 13 Dec 2025 14:14:12 GMT

Hey @Matb1ack,

I have had a quick look into this, and I can see that the order was placed mid-day yesterday, and the changes with your speed are due to go through anytime up until midnight on the 15th.

Edit: Nevermind @MatthewWheeler beat me to it

Re: Speed upgrade seems to be stuck

Matb1ack — Sat, 13 Dec 2025 14:34:03 GMT

Thank you for looking in to that for me, hopefully everything will go smoothly in a couple of days time 👍🏻