topic Re: Discrepancy of maximum speed between order page and confirmation email in Plusnet Feedback

Discrepancy of maximum speed between order page and confirmation email

Sebtomato — Mon, 21 Jan 2013 09:36:57 GMT

Hi,
Just to report a bug:
I placed an order yesterday for Unlimited Fibre. Speed displayed on the order page was 59mbps down speed.
However, on the email order confirmation received, Estimated Broadband Speed has become 40 Mbps
Thanks,
Seb

Re: Discrepancy of maximum speed between order page and confirmation email

Kelly — Mon, 21 Jan 2013 10:14:52 GMT

Yep. that's a problem. It's likely also that you've been placed on 40/10 instead of 80/20 as well. We'll place an order for 80/20 as soon as you activate though and will take affect within a day or 2.
Sorry about the mistake!

Re: Discrepancy of maximum speed between order page and confirmation email

Sebtomato — Mon, 21 Jan 2013 11:31:24 GMT

Thanks.
When I called this morning to provide my MAC migration code, the support person told me that my order was correct and it was more a display issue on the email.
Therefore, not sure what I will get now, and if Plusnet would restrict artificially my speed to 40mbps, because I was put on the wrong package (although I did select the correct one).

Re: Discrepancy of maximum speed between order page and confirmation email

Strat — Mon, 21 Jan 2013 11:34:40 GMT

As Kelly says you will probably get a 40/10 which will subsequently be upgraded to an 80/20.
Something for you to keep an eye on though and raise a ticket or post back here if it doesn't.

Re: Discrepancy of maximum speed between order page and confirmation email

SuperSaiyan4 — Mon, 21 Jan 2013 17:33:59 GMT

Well that's funny because I queried this straight away with plusnet on the phone they said because 76mb was too new their inhouse systems e-mail didn't have the updated 76mb info and it would automatically show 40mb so looks like what they said was rubbish?

Re: Discrepancy of maximum speed between order page and confirmation email

Kelly — Mon, 21 Jan 2013 18:27:44 GMT

They got it wrong, yeah. We'll check that and reiterate.

Re: Discrepancy of maximum speed between order page and confirmation email

les37b — Mon, 21 Jan 2013 20:09:02 GMT

Quote from: Kelly
Yep. that's a problem. It's likely also that you've been placed on 40/10 instead of 80/20 as well. We'll place an order for 80/20 as soon as you activate though and will take affect within a day or 2.
Sorry about the mistake!

I had exactly the same with my order.
Ive been told not to worry 'cos its down correctly as 68Mb not 40 - and I had an email confirming this.
However it throws up something else. My account was opened going via topcashback. Obviously the amount depends on the account taken and Ive seen remarks where youve declined because of alleged connection changes by the customer.
Youve got my custom purely because of this offer. (Virgin currently pay over £200 for new BB and phone customers.)
Can someone confirm this system error that appears to happen a fair bit will not affect my cashback?
My connection is due for the 23rd, so its essential I get this reassurance.
Apologies to the OP for the hijack, but it lends itself to my issue.

Re: Discrepancy of maximum speed between order page and confirmation email

orbrey — Tue, 22 Jan 2013 16:30:11 GMT

Hi les,
Just confirmed that for you on the cashback chasing thread

Re: Discrepancy of maximum speed between order page and confirmation email

Grff — Thu, 24 Jan 2013 09:06:26 GMT

Quote from: SuperSaiyan4
Well that's funny because I queried this straight away with plusnet on the phone they said because 76mb was too new their inhouse systems e-mail didn't have the updated 76mb info and it would automatically show 40mb so looks like what they said was rubbish?

When I queried my speed 'concerns' in December regarding my estimate of 55mb, and then receiving an activation e-mail of 40mb, I was told;

Quote
We are sorry that the final speed is not as high as the initial estimate. Those first categorizations of your lines capability are estimates, and sometimes the physical properties of the line between the exchange and your property mean it is not technically capable of supporting those average speeds at the exchange that the estimate is based on.

I hope the Customer Services guys are aware of some people being on the wrong speed, and checking this out before churning out the 'speed is an estimate' line.

Re: Discrepancy of maximum speed between order page and confirmation email

Chris — Thu, 24 Jan 2013 09:28:12 GMT

Quote
I hope the Customer Services guys are aware of some people being on the wrong speed, and checking this out before churning out the 'speed is an estimate' line.

The problem causing people to be ordered on the wrong speed is fixed, we're cleaning up any that were submitted incorrectly too.

Re: Discrepancy of maximum speed between order page and confirmation email

Sebtomato — Fri, 08 Feb 2013 06:10:29 GMT

Could someone move me to the right profile (80/20) now my broadband has been installed please?
I have been limited to 40/10 by mistake. I was hoping that this would have been corrected by Plusnet automatically, but does not seem to be the case.
I am currently getting the following speed, on a wired connection:
Download Speed Upload Speed
36027 kbps (4.5MB/s) 7179 kbps (897kB/s)
Thanks,
Seb

Re: Discrepancy of maximum speed between order page and confirmation email

orbrey — Fri, 08 Feb 2013 10:14:58 GMT

Hi Sebtomato,
The order would have been placed most likely next week, but I've placed one for you today to complete on Monday. That should move you to the faster service, sorry you were put on the wrong one to start with.