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Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

TerminatorUK
Hooked
Posts: 8
Thanks: 9
Registered: 10-05-2012

Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

Dear PlusNet,
I changed product recently to the 80/20 Extra Fibre product after the end of 80/20 trial (which I had brilliant speeds with!) at the superb price of £19.99 (a real bargain - love PlusNet so much! Smiley)
My order now claims it is complete but I have a couple of questions:
- My speed is still at 40Mbit though I know from the trial the line is capable of much more.  Do I need to simply wait or does something need to be adjusted on my line to take advantage of the increased speeds?
- My order my allowance on the product is '120GB' though on the web site it advertises this as 250GB - will that change at my next billing date (as was suggested during the product switch process)?
Many thanks in advance! Smiley
23 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

Hi there,
Sorry for the delayed reply. I've just made a change to your account which means you should now be able to achieve the increased connection speeds. With regards to the increased data allowance that's due to come into effect tomorrow.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
xyfer117
Dabbler
Posts: 24
Thanks: 2
Registered: 19-04-2011

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

Hi,
I've only recently become a fibre customer (when the speed was advertised as 40mb) now I've noticed a few days ago on my account it is now saying my package is estimated to give about 69mb speed but my speed is still hovering in the 35-40 area, will this change affect me too?
Thanks
Dan
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

Quote
will this change affect me too?

Only if you've requested a change to the Extra Fibre 250gb product. Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
xyfer117
Dabbler
Posts: 24
Thanks: 2
Registered: 19-04-2011

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

I'm already on the Extra Fibre Broadband package and my usage limit does show as 250GB, so am I to assume the speed increase will happen on its own?
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

Ah, your community site username seems to link to a different account, the speed should change on its own, if it hasn't do drop me a PM with the username I should be looking at and I'll check the order history for you.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

Just to follow up, the change in speeds never took place as anticipated. It looks like human error around the the time of the account change (30/8/12) caused that so please accept our apologies.
On the up side I've been able to place an order which is due to complete on Monday.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
xyfer117
Dabbler
Posts: 24
Thanks: 2
Registered: 19-04-2011

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

Thanks for the help its greatly appreciated!
Plusnet Help Team
Plusnet Help Team
Posts: 13,122
Thanks: 158
Fixes: 55
Registered: 27-04-2007

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

No problem. Sorry you've not had the expected speeds so far (and the cliche) but all's well that ends well Smiley
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
cutglass
Newbie
Posts: 6
Registered: 29-09-2012

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

How quickly should it normally change?
I switched from 40/2 to 80/20 today and so far it's still on the same speeds, but I was assuming it could take a few days to sort out. How long should I wait before following it up?
Community Veteran
Posts: 1,412
Thanks: 4
Registered: 29-01-2009

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

When you say "switched" do you mean that you ordered it through the website's upgrade path, or that you know it went through to the cabinet today?
If you just ordered it, then I think it waits until your next billing date. Certainly the admin changes wait until then (such as the new allowance), but I'm also pretty sure that the order through to BT to swap profiles is held until then.
Once the order goes through to BT, it seems to be handled within 1 or 2 days.
Plusnet Customer
Using FTTC since 2011. Currently on 80/20 Unlimited Fibre Extra.
cutglass
Newbie
Posts: 6
Registered: 29-09-2012

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

I knew someone was going to ask that.. Just as my computer was switching off for the night I realised that I should have been clearer.
I ordered it a couple of weeks ago. Yesterday was my billing date and my usage allowance switched, but the speed hasn't yet.
I'm not in any huge rush. I've only just gone up from 3Mb to 38Mb in the last month, so this still seems pretty fast to me. I was just curious as to how long I could expect before it changes.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

I've checked your line and profile and everything appears to be running as it should be at the moment.
How are your speeds performing at the minute?
cutglass
Newbie
Posts: 6
Registered: 29-09-2012

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

Quote from: chrispurvey
How are your speeds performing at the minute?

It's gone up a bit now, but not the full amount

flaminmoses
Grafter
Posts: 270
Registered: 09-02-2012

Re: Speeds still around 40Mbit/sec after changing products to 80/20 Extra Fibre

ive had a strange one.
since my upgrade to the 250gb service i went from 35mbs to 65mbs and upload went from 1.6mbs to between 4-5mbs
then last friday the upload went upto over 16mbs
next day back down to between 4-5 mbs
download has stayed around the same all along.