Multiple issues? Not sure what is going on!
Hi all,
On March 9th, I was looking to upgrade from Standard Fibre to Fibre Extra. With my current out of contract fixed price at 35.98 and the Extra being 28.50 I thought it was a logical switch for faster speeds for less money.
These are the following questions then raised on my account;
Broadband product change scheduled successfully
From: Unlimited Fibre
To: Unlimited Fibre Extra
This change will take place on 2020-03-10 02:00:00
[internal note]
A modify order on this account was unsuccessful.
The reason given was "The modified BAC is not under the same Customer Accounts (CUS) as the original BAC".
Modify order type:
An attempted move from ADSL 1 on WBC to ADSL2+An attempt to change the upstream capping
Please check why the order has been rejected and contact the customer.
So at this point the order failed, so I rang up customer services and was told that they will move the account to Fibre Extra manually:
Good Afternoon,
Thank you for your time on the phone today.
As discussed, I have now placed the order to upgrade you to fibre extra, In the next 24-48 working hours we will confirm the activation date for this and let you know once your services have been upgraded.
Broadband order reference: ##############
Should you need any further assistance please do not hesitate to get in touch. You can contact us by responding to this question online at https://www.plus.net/member-centre/login.
If you would rather call we can be reached on 0800 432 0200. Provisioning are open Monday - Friday 09:00-21:00 and Saturdays 09:00-17:30.
Kind regards,
At this point, after 24 hours, my speeds upgraded to match those of the Fibre Extra package (70-80MB) - however this is when I started having trouble with my connection and I noticed some interesting things over the next couple of months:
Notice how the Product still says Fibre and not Fibre Extra, and although it shows download range I have a faster line speed. It was at this point I realised I am still paying my out of contract fixed price of 35.98 and not the 28 for the past 3 months. I am now experiencing extreme internet drop out issues, with the router logging me out every now and again.
An engineer has raised a fault on my line, but I am still concerned about the strange status of my account? When I tried to upgrade again to try and fix it I got the same message as before:
A modify order on this account was unsuccessful.
The reason given was "The modified BAC is not under the same Customer Accounts (CUS) as the original BAC".
Modify order type:
An attempted move from ADSL 1 on WBC to ADSL2+An attempt to change the upstream capping
Please check why the order has been rejected and contact the customer.
Can anyone help me with this?