topic Re: When will my upgrade be completed? in My Order

When will my upgrade be completed?

Stephalata — Wed, 01 Mar 2023 17:04:08 GMT

Hi, I'm upgrading from unlimited broadband to unlimited fibre. It was due to take place today.
Any idea when this is likely to be? Ive not heard anything and can see no update in my account.
Thanks!

Re: When will my upgrade be completed?

csmith94 — Thu, 02 Mar 2023 16:31:20 GMT

Hi @Stephalata

I'm really sorry to hear your service hasn't been upgraded, I know you must be eager to get switched onto the faster speeds. I've checked over your account and found that the order hasn't been placed, I've got this sorted for you today and your activation date will be confirmed within the next 24 - 48 hours via email & text.

Again I am really sorry for this, the new contract won't start until your service has gone live.

Re: When will my upgrade be completed?

Stephalata — Fri, 10 Mar 2023 12:55:18 GMT

@csmith94 Thanks for looking into this but I've still heard nothing... very poor customer service!

Re: When will my upgrade be completed?

csmith94 — Fri, 10 Mar 2023 14:44:05 GMT

I'm really sorry you've not received the activation date @Stephalata, a confirmation was sent across, it's really strange this hasn't reached you. You're due to be going live on the 15/03/2023 on Fibre.

On the day of activation your broadband will cut out whilst the work is underway, once completed this will begin to connect again and the speeds will be increased.

Re: When will my upgrade be completed?

Stephalata — Wed, 15 Mar 2023 08:06:50 GMT

@csmith94 thanks for your update. I've still had no confirmation via email, are you able to confirm that my upgrade is still going ahead today?

Re: When will my upgrade be completed?

adamwalker — Wed, 15 Mar 2023 08:43:21 GMT

Hi Stephalata, I've just checked your order and the upgrade is set to go ahead today.