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How to screw up a fibre upgrade

johnwnice
Dabbler
Posts: 15
Thanks: 1
Registered: ‎13-04-2013

How to screw up a fibre upgrade

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

5 REPLIES
DJMC
Newbie
Posts: 6
Thanks: 2
Registered: ‎30-11-2016

Re: How to screw up a fibre upgrade

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.

johnwnice
Dabbler
Posts: 15
Thanks: 1
Registered: ‎13-04-2013

Re: How to screw up a fibre upgrade

"Whole of Plusnet broadband down"?  Even if it were (which it wasn't), why would that cause someone to forget to reset my circuit?

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: How to screw up a fibre upgrade

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

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
johnwnice
Dabbler
Posts: 15
Thanks: 1
Registered: ‎13-04-2013

Re: How to screw up a fibre upgrade

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

MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: How to screw up a fibre upgrade

That's odd, and I'll feed that back. Glad to hear it's working to expectations now too.

Matty

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet