Fibre Extra not up to full speed

[#1]

Hi, I recently upgraded to Unlimited Fibre Extra and nearly 10 days after switching over I still do not appear to be receiving the full download & upload speeds I was told I would receive.

It appears as though it is being limited to the next package downs speeds (38Mbps download & 2Mbps upload), and checking the current line speed in member centre (from link in the pinned post) seems to confirm this, showing it is 38.6Mb. I have checked my speeds repeatedly over the last week and it has almost held consistent at 38Mbps down & just under 2Mbps upload, I also just checked through the BT Wholesale site linked in the pinned post which gave a result of 37.45Mbps download, 1.78Mbps upload & a ping of 22.63ms.

I'm guessing either someone forgot to switch our account over in your systems upon activation or maybe the engineer configured something incorrectly?
Thanks

[#2]

I'm getting this looked into for you.

[edit]

It looks like the change wasn't processed on our suppliers systems. I've placed the order manually for you and the speeds should increase on Monday.

[#3]

Thank you!