Broadband to fibre upgrade problems.

[#1]

My broadband was supposed to be switched to fibre on the 22/11/2017. It still has a download speed of 7mbs average. How long will it actually take to change to fibre? Can anyone help?

[#2]

Sorry to hear that.

I've checked your account and it looks like the fibre order wasn't placed.

This has now been done and we'll confirm the date as soon as possible.

Once your on fibre we'll refund the difference for the time you haven't had the service.

[#3]

Disaster!! Once up and running, Plusnet is brilliant. Been a customer for years, I've even recommended to many others. Getting it up and running seems to be a major issue though. Issues after a house move and now an upgrade.
Thank you for your response.