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Promised 21CN 6 months ago but still not switched.

PM
Newbie
Posts: 9
Registered: 22-05-2014

Promised 21CN 6 months ago but still not switched.

Hi,
So when I signed up to Plusnet I was told I'd get upto 17Mbs. That sounded good so i signed up and paid my line rental 12months in advance.
However there had been a mistake and there wasn't 21CN capacity at my exchange so 8Mbs would have to do. Not what I'd paid for but not much I could do.
6 months ago I was promised by Chris purvey I would be switched over to 21CN as soon as capacity was available.  (Question #8602192Cool
Well now it is.
I phoned last week and asked to get the switch actioned. But got this in my messages. Question #93154493
Haven't had any further updates.
Can someone please get hold of this and get it sorted.
Many thanks,
PM
12 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Promised 21CN 6 months ago but still not switched.

Hi PM,
Sorry to hear about the delays. I've just checked your account to find out what's happening. It seems our provsioning team picked this up about an hour and a half ago. The order has been placed and, if all goes well, you'll have 21CN tomorrow.
The ticket will come off hold tomorrow and when we pick it up we will check the profile from BT and change our side manually.
Hope this helps,
Tony.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Promised 21CN 6 months ago but still not switched.

I thought 20CN to 21CN was a 5 working day lead time?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Promised 21CN 6 months ago but still not switched.

Hi jelv,
The order was placed manually which means we can do it for the next working day.
We have the ability to do it automatically (a click of a button in our customer database) but this does take a week.
Tony
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
PM
Newbie
Posts: 9
Registered: 22-05-2014

Re: Promised 21CN 6 months ago but still not switched.

Thanks for th eupdate Tony. I'll check back in tomorrow.
PM
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: Promised 21CN 6 months ago but still not switched.

Hi PM,
I've just checked your order which is complete. You're syncing at a smidgen over 18Mbit now. Your profile has been changed at our side. You may need to re-connect to see the speeds.
Let us know if you have problems,
Tony
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
PM
Newbie
Posts: 9
Registered: 22-05-2014

Re: Promised 21CN 6 months ago but still not switched.

Hi,
So I am now on the 21CN. Great.
BUT. I'm now only getting just over 2Mbs download speed. It was faster on 20CN where I was getting the 8Mbs that router stats showed.
However router stats now shows 18Mbs BUT what I'm actually getting is just over 2Mbs which is shown by your line speed test and BTs.
Help!?
PM
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Promised 21CN 6 months ago but still not switched.

As a guess
The Current Line Speed here https://portal.plus.net/my.html?action=data_transfer_speed show 2Mbps
If I am correct a phone call to Plusnet will fix it
EDIT
I just looked at the call wait times - don't bother
I will flag it up here
PM
Newbie
Posts: 9
Registered: 22-05-2014

Re: Promised 21CN 6 months ago but still not switched.

Hi Jim,
Thanks for the reply. Any department in particular I need to talk to and what am I asking them to do?
PM
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: Promised 21CN 6 months ago but still not switched.

See my edit - don't bother
DanHodby
Grafter
Posts: 248
Registered: 23-10-2013

Re: Promised 21CN 6 months ago but still not switched.

Hi PM,
The account profile has already been updated, it just needs a reboot of the router or disconnect/connect to reflect the new speeds.
Dan
PM
Newbie
Posts: 9
Registered: 22-05-2014

Re: Promised 21CN 6 months ago but still not switched.

Hi Dan,
No that isn't the issue. I had already rebooted router and have also just done so again now. Doesn't solve the problem.
As I say, routerstats is showing 18+mbs but line speed test shows 2mbs download & 1mbs upload.
Considerably slower than i had just a few days ago on 20CN before the switch!
PM
Acassim
Grafter
Posts: 1,075
Thanks: 1
Registered: 11-06-2007

Re: Promised 21CN 6 months ago but still not switched.

Hi PM,
Sorry that the change in profile and reboot didn't fix the problem for you.
After some testing is seems there is a possible profile mismatch within the BT development at the exchange which could be causing this. Luckily we have raised a fault on this for you and they should be investigating it now. You should be able to see details on this here and hopefully we should have some news and/or a fix back for it soon.