topic Re: upgrade package. in My Order

upgrade package.

Kpfran — Fri, 09 Dec 2022 10:55:19 GMT

Good morning,

i am presently on Plusnets Unlimited Fibre broadband package 32mb speed.On Tuesday i accepted a Plusnet offer to upgrade to Unlimited Fibre Extra 72 mb speed for £23 per month on a 2yr contract.I received the confirmation email for the upgrade stating the new speed and package would start on Wednesday the 7th.

As of this morning after doing a speed check i am still only getting 32mb speed.

I was wondering if anyone else has done a similar upgrade lately and how long it took for their speed to increase ?

Re: upgrade package.

dvorak — Fri, 09 Dec 2022 11:24:49 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: upgrade package.

Browni — Fri, 09 Dec 2022 11:52:56 GMT

I am afraid that if you could only get 32Mb/s on the Unlimited Fiber package changing to the Unlimited Fibre Extra package won't increase your speed.

Did Plusnet supply any estimates indicating your expected speed?

Re: upgrade package.

Townman — Fri, 09 Dec 2022 11:55:33 GMT

Have you restarted the router?

Check your ticket history (PN ticket link below) to see if there are any recent changes on the account.

EDIT: @Browni - good call!! If 32mbps is all that line will do, it is somewhat surprising that the upgrade was permitted.

@Kpfran what do the router stats report?

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 12:00:21 GMT

i was on the plusnet fibre extra package 6 months ago and was getting speeds of 70mb.Downgraded due to costs at the time so i know my line is capable.

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 12:03:03 GMT

i know the line is more than capable of 72mb as i used to be on the Unlimited fibre extra a few months ago before downgrading due to costs at the time.

Re: upgrade package.

Browni — Fri, 09 Dec 2022 12:07:12 GMT

That begs the question why were you only getting 32Mb/s?

You should have been synching at 40Mb/s and speed testing around 37Mb/s.

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 12:08:07 GMT

router stats are current rate....upstream 9999 downstream 40000. max rate upstream 26893 downstream 78354

Re: upgrade package.

Browni — Fri, 09 Dec 2022 12:09:36 GMT

Where does the 32Mb/s come from?

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 12:12:12 GMT

speed test just completed...Ping 25ms......Download 30.93......Upload 11.49

Re: upgrade package.

Townman — Fri, 09 Dec 2022 12:14:15 GMT

@Kpfran wrote:

router stats are current rate....upstream 9999 downstream 40000. max rate upstream 26893 downstream 78354

That indicates that the upgrade is not active. As above, have you restarted the router? If the product change has been applied, the sync speed will not change until the router is restarted.

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 12:14:25 GMT

sorry my mistake,the present package im on states 38 - 40 estimated speed on the unlimited package.

Re: upgrade package.

Townman — Fri, 09 Dec 2022 12:16:08 GMT

In that case, check the tickets on the account to see what is happening under the covers.

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 12:19:00 GMT

yes i have rebooted the router twice this morning.

Re: upgrade package.

Browni — Fri, 09 Dec 2022 12:28:56 GMT

The upload speed on your speed test is higher than the upload synch speed, that shouldn't happen!

Are you using WiFi to measure your speed rather than a wired connection?

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 12:35:52 GMT

yes i am as i dont have any wired connections.

Re: upgrade package.

Townman — Fri, 09 Dec 2022 12:49:23 GMT

@Browni

I would just be suspicious of the quality (accuracy) of the speed test service.

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 13:00:52 GMT

agreed,but when i was on the Unlimited Extra package before all my wifi speed tests came in around the 66 mark so i suspect Plusnet have not applied the upgrade yet despite emailing me to say it would be completed on Wednesday the 7th.

Re: upgrade package.

Townman — Fri, 09 Dec 2022 13:02:51 GMT

Have you checked the tickets on the account?

Your router stats clearly show that you are still on 40/10 (given that you have restarted the router).

Re: upgrade package.

Kpfran — Fri, 09 Dec 2022 13:23:10 GMT

No tickets showing on my account despite having received an email from plusnet confirming my new package upgrade as of Wednesday.