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FIbre order completed, still stuck on ADSL speeds

shessostrange24
Newbie
Posts: 7
Registered: 16-12-2015

FIbre order completed, still stuck on ADSL speeds

Hi - hopefully someone can help me here.
I've recently moved house and decided to upgrade from an ADSL connection to Fibre. My order was completed yesterday but I'm still getting ADSL speeds. It looks like my line profile hasn't been updated by Plusnet since it was last checked in November - is anyone able to sort this out for me?
Estimated line speed:
16Mb (This may vary between 15Mb and 18.5Mb) - Checked on 2015-11-28 17:40:40
Current line speed:
14.9 Mb
7 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 670
Thanks: 160
Fixes: 29
Registered: 17-10-2015

Re: FIbre order completed, still stuck on ADSL speeds

Hi Smiley
Unfortunately I do have to say that it looks like the agent who placed your broadband order did infact order an ADSL service, I'm putting through an order now to get this upgraded for you, I'll make sure we get refunds over to you for the time you are on the ADSL connection.
Really sorry about this

Edit: that order is now in place, I'll contact you tomorrow morning to confirm the connection date for Fibre

 Paul Tarr
 Plusnet Network Operations
shessostrange24
Newbie
Posts: 7
Registered: 16-12-2015

Re: FIbre order completed, still stuck on ADSL speeds

Thanks for the speedy response - bit annoyed that Plusnet messed up again, as this order has already suffered a couple of delays Sad
I appreciate you sorting this out for me though, if you could let me know when it's due to go live that would be great.
Plusnet Staff
Plusnet Staff
Posts: 670
Thanks: 160
Fixes: 29
Registered: 17-10-2015

Re: FIbre order completed, still stuck on ADSL speeds

Hi again,
Just checked on things and our suppliers have now given a completion date for the order set for the 15th, the ADSL connection will work up until this point then swap over on the day, If you need to discuss anything please do let me know

 Paul Tarr
 Plusnet Network Operations
shessostrange24
Newbie
Posts: 7
Registered: 16-12-2015

Re: FIbre order completed, still stuck on ADSL speeds

My upload speed has increased, but I'm only receiving about 16meg down:
1. Best Effort Test:
Download Speed : 15.81 Mbps
2. Upstream Test:
Upload Speed : 11.88 Mbps
In addition, it looks like my line profile hasn't been updated:
Telephone number:
xxxxxxxxxxxx
Phone exchange:
xxxxxxxxx
Estimated line speed:
16Mb (This may vary between 15Mb and 18.5Mb) - Checked on 2015-11-28 17:40:40
Current line speed:
16.8 Mb
Would someone be able to look into this, and update our line so that we can get fibre speeds?
Plusnet Staff
Plusnet Staff
Posts: 670
Thanks: 160
Fixes: 29
Registered: 17-10-2015

Re: FIbre order completed, still stuck on ADSL speeds

I've replied to your ticket on the account when I got emailed about it Smiley
Should all be done now, you will need to power off for 30 seconds to a minute on the router then back on to drop the session

 Paul Tarr
 Plusnet Network Operations
shessostrange24
Newbie
Posts: 7
Registered: 16-12-2015

Re: FIbre order completed, still stuck on ADSL speeds

That's done the trick Paul - thanks for the speedy response Smiley
Plusnet Staff
Plusnet Staff
Posts: 670
Thanks: 160
Fixes: 29
Registered: 17-10-2015

Re: FIbre order completed, still stuck on ADSL speeds

Glad it's all up now,  I'll leave that ticket on your account assigned to myself for now so if you need anything just pop a message on there and I'll  be emailed about it

 Paul Tarr
 Plusnet Network Operations