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I get 37 down and 18 up - but pay for 'extra'

tdwindustries
Newbie
Posts: 3
Registered: 26-01-2015

I get 37 down and 18 up - but pay for 'extra'

Hey there
I am not complaining about the speed I get - 37 down and 18 up - but I pay for 'extra' yet I am not getting extra speeds. I get why this is, potentially, due to the copper from my house to the cabinet. Although its brand new copper and Openreach say its around 100 metre run to the cabinet.
So why should I pay for 'extra'?
Thanks in advance
6 REPLIES
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: I get 37 down and 18 up - but pay for 'extra'

That sounds wrong
Two things
What does this say about Current Line Speed https://portal.plus.net/my.html?action=data_transfer_speed
What does the BT Speedtester further diagnostics say about IP profile
MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: 10-04-2014

Re: I get 37 down and 18 up - but pay for 'extra'

Hi there,
It looks like you are just on the "Unlimited Fibre" product. This is the one that you are paying for as well, though your line is capable of up to 69/20mbps.
Was this agreed upon signup, or has there been a communication issue somewhere? I will be happy to get this changed for you if you like.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
tdwindustries
Newbie
Posts: 3
Registered: 26-01-2015

Re: I get 37 down and 18 up - but pay for 'extra'

Thanks for the reply - that makes sense now!
Its def a communication issue, whether me or on your side in my mind I ordered the extra service. Can you tell me what I would pay extra on top? I have pre-paid for 18 months on one of your super pre-Christmas deals.
Thanks, Tim
Community Veteran
Posts: 38,460
Thanks: 1,030
Fixes: 62
Registered: 15-06-2007

Re: I get 37 down and 18 up - but pay for 'extra'

You would need to call Customer Options to sort that one out
    0800 013 2632
    0330 123 9197
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tdwindustries
Newbie
Posts: 3
Registered: 26-01-2015

Re: I get 37 down and 18 up - but pay for 'extra'

Thanks for the speedy help
Plusnet Help Team
Plusnet Help Team
Posts: 1,953
Thanks: 22
Fixes: 5
Registered: 24-07-2014

Re: I get 37 down and 18 up - but pay for 'extra'

I note that you've not called in. I don't want to put too much here, so if you want to raise a ticket (or call) we'll see what we can do to get everything answered.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team