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New Fibre User - Speed

delboyaa
Newbie
Posts: 1
Registered: 05-09-2016

New Fibre User - Speed

Hi  - Just connected new fibre router yesterday and connected ok with internet.  But when I checked speed, it was 6.65mbps - on a 38mbps line.  I 'spoke' with Joan this morning on on-line chat, and she said she adjusted the speed on my profile.  I rebooted both the PC and the router (by turning it off), but no change to the line speed.

 

I cannot now get back onto live chat - just shuts me out after giving immediate 'sign-in' details

3 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: New Fibre User - Speed

Your fibre order hasn't completed yet, that's the reason you're not seeing a faster speed.

It's due for the 15th as that's the earliest date an engineer was available to make the change at your local cabinet, sorry this wasn't explained on live chat.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
delboya
Newbie
Posts: 1
Registered: 22-09-2015

Re: New Fibre User - Speed

OK Chris -thanks.  I got an email on 30th Aug saying "your product change is now complete" - I thought that it meant that everything was complete!!

Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: New Fibre User - Speed

Yep, it's not the best email and I believe it's sent out on the date we request the order to complete. We've flagged up that it's confusing several times, sorry about that.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff