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Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

wrightgj
Grafter
Posts: 39
Registered: ‎30-05-2011

Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

Hi all,
I received an email this morning saying my fibre product change is now active, but rather than being put on the new £19.99 service with increased usage etc, I am on the old £21.49 service. I raised a ticket a couple of days ago and was assured as the 'turn on' date was today, I would automatically be put on the new service.
I went through the suggested product change and am now set to the £19.99 service, but the wizard says it won't be active until 27/09/2012. Obviously this is a bit of a pain as i means I am being billed too much this month with a smaller cap and ultimately will end up with a 19 month contract.
Could someone please take a look? I have raised a ticket, but thought posting here may facilitate it getting sorted before the kind man comes raound this morning to switch me over.
regards,
graham
8 REPLIES
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

Hi wrightgj,
I have actioned this on your account so you are now on the Extra package with 250GB usage and chargeable at £19.99 per month.
I have also updated your ticket to reflect this.
If there's anything else please let me know.
Chris
wrightgj
Grafter
Posts: 39
Registered: ‎30-05-2011

Re: Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

Great; THanks!
I'll go and check it out now...
Regards,
Graham
wrightgj
Grafter
Posts: 39
Registered: ‎30-05-2011

Re: Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

Ok all live now and the d/l is around 36 , but upload only 1.6
Is there any chance the upload could be increased within the 10 days training?
cheers
graham
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

I have made a change to your profile, this should see you upload speed increase. This will complete by the end of tomorrow.
Let me know if your upload speed doesn't increase, if there's anything else please ask.
Chris
wrightgj
Grafter
Posts: 39
Registered: ‎30-05-2011

Re: Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

fab; thanks!
Do I need to reboot the modem or anything?
regards,
GRaham
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

No you shouldn't need to reboot, if you see no improvement let me know and I'll chase this up.
Chris
wrightgj
Grafter
Posts: 39
Registered: ‎30-05-2011

Re: Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

No change I'm afraid. Here are the stats as of now...

Interestingly the BT checker states:
Additional Information:
Upstream Rate IP profile on your line is - 2 Mbps
Does this mean it is BT that is capping me, or is my speed just the best my line can manage as it's below 2Mbps?
Funnily enough 40/2 was what showed up on the BT guys handheld when he looked at the line...
wrightgj
Grafter
Posts: 39
Registered: ‎30-05-2011

Re: Account migrated to fibre today, but I'm on 21.49 a month, not 19.99

Hi,
Checked line this morning and the update looks to have taken effect Smiley

Looks like the BT profile is now a 40/10.
Interestingly both photobucket and imageshack still only upload at around 150Kbps though...  the same speed as pre-fibre Shocked
Thanks for all your help