Fibre ready to go?
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- Re: Fibre ready to go?
Fibre ready to go?
20-08-2016 11:05 AM
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Re: Fibre ready to go?
20-08-2016 1:16 PM
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Hi there,
The first thing to do is to check your Fibre order is complete go to your Account summary;
https://www.plus.net/my.html?s=0&action=account_summary
Once here look for Fibre order does it say Complete if so you are all setup and I can give further troubleshooting steps
Re: Fibre ready to go?
20-08-2016 1:25 PM - edited 20-08-2016 1:30 PM
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Re: Fibre ready to go?
20-08-2016 1:30 PM
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Okay have a look here
https://portal.plus.net/my.html?action=stable_rate
What is the current line speed ?
As well as this go to http://speedtest.btwholesale.com
Carry out the speed test then go to further diagnostics entering your phone number and post a screenshot of the further diagnostic results back here
James
Re: Fibre ready to go?
20-08-2016 1:40 PM
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Do you still require me to check the other link?
Re: Fibre ready to go?
20-08-2016 1:44 PM
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Hmmm okay it seems there is a problem there defiantly please yes check the other link as it will help us understand what's wrong a bit better.
Re: Fibre ready to go?
20-08-2016 1:50 PM
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It doesn't look like you've been upgraded to Fibre yet. There's been a few instances recently where the PN system has pre-empted the actual upgrade and/or BT have delayed it.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Fibre ready to go?
20-08-2016 2:02 PM
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When do I actually get upgraded then? it seems harsh paying for a service that I cannot use?!
Re: Fibre ready to go?
20-08-2016 2:03 PM
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Diagnostic said that the range of my line speed is 8-21mbs and that there is no fault in the line.
Re: Fibre ready to go?
20-08-2016 2:07 PM
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I'm in the same boat, got a confirmation email on 18th August that my product change is complete, same 18mbps as before, my current line speed is listed as 19mb.
No notofication that the change to fibre is delayed or when it will actually happen. Not Happy.
Re: Fibre ready to go?
20-08-2016 2:16 PM
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When do I actually get upgraded then? it seems harsh paying for a service that I cannot use?!
You really need a PlusNet person to check what's actually happening. There are PN people who monitor this forum, they may see the post and respond OR you could try the chat system or call the Support centre and they should be able to check. Whatever, you should not be paying for Fibre , or will get a refund for the period you didn't have it.
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
Re: Fibre ready to go?
20-08-2016 2:17 PM - edited 20-08-2016 2:20 PM
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I agree with with the other forum poster in this case. It appears Plusnet have completed upgrade on the system but Openreach are still working on the order.
I would advise you phone the support team or talk to them on live chat to see whats going on with the order, If the activation date has passed.
Re: Fibre ready to go?
20-08-2016 2:18 PM
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Thanks MisterW
Re: Fibre ready to go?
20-08-2016 2:19 PM
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Thanks Geek26
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