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Internet very slow and can't upgrade

jonnybennett
Grafter
Posts: 74
Registered: 28-11-2007

Internet very slow and can't upgrade

Hi,
  My internet connection is very slow and i'm unable to upgrade.
I have gone over 7Gb but would like to increase this to 8Gb as I desperately need to get on with things and find the current speed i'm getting to be very unuseful and I can't seem to do anything.
I even tried changing the package but it says i've got to wait 30 days.
Does anyone know what I can do to resolve this as I don't really want to be stuck at this speed for the next few weeks. Thanks
7 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Internet very slow and can't upgrade

Can you advise what is your present package
jonnybennett
Grafter
Posts: 74
Registered: 28-11-2007

Re: Internet very slow and can't upgrade

The £9.99 package.
Plus i've added 7Gb to this.
Just struggling to get to the accounts page at the moment as it's taking ages.
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Internet very slow and can't upgrade

I have a nasty feeling that you have a cap on your payments and this means you are stuck at 128kbps until you add extra - can you try phoning support and doing it that way
Customer Support: 0114 296 5198  or  0845 140 0200
Community Veteran
Posts: 18,741
Thanks: 246
Registered: 12-08-2007

Re: Internet very slow and can't upgrade

Are you confusing download speeds and allowance?
jonnybennett
Grafter
Posts: 74
Registered: 28-11-2007

Re: Internet very slow and can't upgrade

I know i'm capped but it wont let me go above 7Gb in my account.
Thought I may have bee able to get ahold of one of the customer support people on the forum to see if they could change it to 8Gb for me.
Community Veteran
Posts: 38,460
Thanks: 1,028
Fixes: 62
Registered: 15-06-2007

Re: Internet very slow and can't upgrade

Checked - there aren't any logged in at the moment which is why I suggested phoning
Emma
Grafter
Posts: 138
Registered: 10-09-2007

Re: Internet very slow and can't upgrade

you just need to tick the box that says if you go over your usage more usage can be added. It won't let you add more usage for 75p as you have now gone over the included usage, instead it'll be 98p for each additional GB until your billing date resets.
go to member centre ----> then click on upgrade which is located above the member centre box ---->change your data transfer ---->  the tick box is there
then click on proceed, just to make you aware if you've carried on using the net whilst on the 128 restrictions you may have more than 98p worth of extra usage. if you go to the member centre and view your usage you can determine how much more will be added to your next monthly bill
hope this helps