topic New Unlimited Fibre Extra Router Speeds in Full Fibre

New Unlimited Fibre Extra Router Speeds

safi1978 — Thu, 06 Jan 2022 22:03:20 GMT

I know I keep posting here, and it's a little late so I want to get any quick replies, but I want to make sure I'm getting the best from my broadband package.

Recently I upgraded to Fibre Extra from Unlimited expecting faster speed, but the performance has almost been the same. When I check the Downstream sync speed from the router it says 14.3Mb, nowhere near the 66Mb average that was promised. Also, when I go on my Member Centre, it still says I'm on the basic Unlimited service.

Is there anyone I can get to look into this or is there something I can do myself?

Any help is appreciated as always.

Re: New Unlimited Fibre Extra Router Speeds

Mustrum — Thu, 06 Jan 2022 23:06:28 GMT

@safi1978 you asked the same question/had an answer in your previous thread.

To get more detail, if you post the results of the BTW checker, hiding your phone number, it will show what your line is capable of. In theory PN would not offer an upgrade if your line is not capable, but sometimes they can slip through - or it could be you have a fault on your line.

If you post the results of the Help Desk tab, by logging into the router, going to ADVANCED/TROUBLESHOOTING/HELPDESK, hiding your username and any other sensitive info we can help point you in the right direction.

Re: New Unlimited Fibre Extra Router Speeds

Gandalf — Fri, 07 Jan 2022 14:08:24 GMT

Thanks for your post @safi1978

I'm afraid as per our responses Here your fibre upgrade's not completed yet.

I'm really sorry for the delay and inconvenience caused.