How to screw up a fibre upgrade
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How to screw up a fibre upgrade
30-11-2016 8:44 AM
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It started when my upgrade was promised for 21 November, complete with confirmation Email. No upgrade; the Email was sent in error, apologies, the upgrade will be on 29 November. Download speed stayed at its old ADSL value of 2.5MBit/s but an Email told me the upload speed was increased. Router showed 23 down, 2 up, but still no increase. I gave up yesterday evening when Chat was down. Tried again this morning. I was told that Plusnet had failed to increase my download speed. Apologies and try a router reset. Now downloading at 21. Bless'em. I wonder if they could find their mouth without a torch and a mirror.
John
Re: How to screw up a fibre upgrade
30-11-2016 9:34 AM
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I think the whole of Plusnet Broadband has been down since 6.30pm yesterday. I tried phoning shortly thereafter and had a recorded message tell me the queue time was an hour - always a good indicator the whole system has gone down.
Re: How to screw up a fibre upgrade
30-11-2016 11:54 AM
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"Whole of Plusnet broadband down"? Even if it were (which it wasn't), why would that cause someone to forget to reset my circuit?
Re: How to screw up a fibre upgrade
30-11-2016 1:19 PM
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We'd certainly aim to have some form of notification either through our service status, or social media if "the whole of Plusnet was down".
Btw, I can see that this looks like it was sorted for you this morning through a profile change. Let me know if you're still having issues if not. Apologies for the poor experience.
Matty
Re: How to screw up a fibre upgrade
30-11-2016 1:29 PM
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It's working satisfactorily now, thank you. But following yesterday evening, when Plusnet Mobile telephoned me to ask how many SIMs I had ordered (really!), I'm beginning to sympathise with those people who interpret your slogan slightly differently.
John
Re: How to screw up a fibre upgrade
30-11-2016 1:36 PM
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That's odd, and I'll feed that back. Glad to hear it's working to expectations now too.
Matty
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