Paying for Extra, only getting Unlimited
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- Re: Paying for Extra, only getting Unlimited
Paying for Extra, only getting Unlimited
20-02-2015 11:18 AM
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First only ADSL was installed. Now FTTC has been installed as requested. However I'm only getting 38Mbps. The line will support 76 Mbps.
Can this get sorted quickly..? I need to download some heeeuge files by 1pm today.
Here's hoping.
Re: Paying for Extra, only getting Unlimited
20-02-2015 11:30 AM
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Quote However I'm only getting 38Mbps. The line will support 76 Mbps.
The product you're on is an up to 38Mb/s service so the speeds you're getting are correct from what I can tell.
Re: Paying for Extra, only getting Unlimited
20-02-2015 11:33 AM
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Looking at my bill, it shows a charge of £19.99 with a £3.49 discount (for being in an 18 month contract). That's the pricing for Fibre Extra.
Chris is this something you can fix..?
Re: Paying for Extra, only getting Unlimited
20-02-2015 11:54 AM
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Re: Paying for Extra, only getting Unlimited
21-02-2015 11:41 AM
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In early 2013 I signed up to "Unlimited Fibre (Market 2/3)". £19.99/month, 76Mbps, unlimited data. (Today's equivalent = "Unlimited Fibre Extra")
Back then, the 38Mbps fibre product was "Essentials Fibre (Market 2/3)" . £15.99/month, 40GB cap 8am-midnight. (Today's closest equivalent = "Unlimited Fibre")
So fast forward to 2015... I'm pretty certain that my profile was set to 38Mbps simply because my tariff is called "Unlimited Fibre (Market 2/3)" and has no "Extra" in the name. Of course it's the same product as Unlimited Fibre Extra, and if the price had been looked at, that would have been obvious.
Fortunately I found an agent called Chris in billing last night who has at last put me on to the correct current tariff, "Unlimited Fibre Extra" and my speed is now back up to 76Mbps.
However in the process my £3.49/month discount for being in contract has been zapped! I will take that up on Monday... *sigh*
Re: Paying for Extra, only getting Unlimited
21-02-2015 11:51 AM
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I'll go sort the discounts out now for you.
Re: Paying for Extra, only getting Unlimited
21-02-2015 11:54 AM
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Re: Paying for Extra, only getting Unlimited
21-02-2015 12:01 PM
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One other thing, I'm not quite sure if this has been affected too, but I had been promised a free month of service due to the large number of mistakes made in my home move.
Has that been affected by the service change? I saw a service note on my account that said "all discounts cancelled" with a list of monthly dates, but not sure whether it included the free month discount as well as the regular £3.49 discount.
Re: Paying for Extra, only getting Unlimited
21-02-2015 12:05 PM
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Re: Paying for Extra, only getting Unlimited
21-02-2015 12:15 PM
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One last thing! (There's always something...)
Now I've started reading the Service Notices...
My package change was manually forced through last night, but this automatic message appeared on my account at 10pm last night:
Quote Service Notification
10:03pm, Friday 20 Feb 2015
An update report has been received for this account.
The broadband order is being processed by the supplier.
The activation will complete by midnight on 28/02/2015.
If that happens, will it zap the discounts again..?
Re: Paying for Extra, only getting Unlimited
21-02-2015 12:18 PM
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Re: Paying for Extra, only getting Unlimited
21-02-2015 12:22 PM
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I think it's the remnants of what happened last night. The agent helping me, another Chris, applied the change in the usual way which schedules it for end of month, then found a Team Leader to force it through immediately. Looks like some part of the automatic process is still going through for month end.
Re: Paying for Extra, only getting Unlimited
21-02-2015 12:22 PM
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I think it's been triggered from when your account on our side moved from the incorrect Unlimited to Unlimited Extra to provide the 80/20 service, but this isn't needed as the line was already 80/20.
I'm going to pass an email to a colleague to check this on Monday as I'm out of the office next week, but it's nothing to worry about anyway.
Re: Paying for Extra, only getting Unlimited
21-02-2015 12:24 PM
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Enjoy the rest of your day - hope you're not working all weekend.
Re: Paying for Extra, only getting Unlimited
21-02-2015 12:25 PM
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Enjoy the rest of your weekend.
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