21CN upgrade probs?

[#1]

My parents' line has just been upgraded to 21CN and the upgrade through Plusnet is done. In the control panel it says line speed is 21Mbps but the router says it's only sync'd at 7616 (in other words no change).
I've rebooted the router but no joy. The router is a Plusnet supplied TG585v8 so problem isn't there. Stats are:
Max Bandwith Up/Down: 908/8,960
Bandwidth up/down: 448/7,616
Att up/down: 11.0/21.0
SNR up/down: 21.0/11.0
Stats seem good so what's going on?

[#2]

Looks like it's been transferred to 21CN but on an ADSL1 profile.

[#3]

How do I get it transferred then? When PN confirmed the upgrade, they said he estimated speed was 17-19Mbps so shouldn't it have been done already?
If any reps are reading this, the ticket number is: 50796158
Thanks

[#4]

It looks like BT have yet to notify Plusnet that the regrade is complete. I think that triggers a service change which would allow higher sync speeds. Hopefully this will get sorted out when the ticket is processed; alternatively you could ring the CSC.

[#5]

Quote from: WelshWarrior

How do I get it transferred then? When PN confirmed the upgrade, they said he estimated speed was 17-19Mbps so shouldn't it have been done already? If any reps are reading this, the ticket number is: 50796158 Thanks

Hi WelshWarrior,
I'm not currently in the office, but when I get in (tomorrow morning), I'll have a look at this first thing for you and I'll update your ticket with my findings. I'll also get one of the Digital Care team members to update this forum post for you.

[#6]

Hi spencer - that's great.
Thanks a lot 

[#7]

Hi WelshWarrior,
I can see Spencer has updated the ticket, the order should be complete for the 27th