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Stuck Profile?

K50
Dabbler
Posts: 17
Registered: ‎22-04-2016

Stuck Profile?

Hi

 

I upgraded to Fibre Broadband today,

The current link

https://portal.plus.net/my.html?action=data_transfer_speed

 

says

Estimated line speed:80Mb (This may vary between 70.9Mb and 80Mb) -
Current line speed:80 Mb

Could i get a profile nudge

currently getting ADSL speeds

Thanks

27 REPLIES
etdsaunders
Pro
Posts: 240
Thanks: 32
Fixes: 7
Registered: ‎21-02-2016

Re: Stuck Profile?

Login to the hub, click disconnect and then connect again.

Should give you the correct speeds considering profile with plusnet is set correctly
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K50
Dabbler
Posts: 17
Registered: ‎22-04-2016

Re: Stuck Profile?

I did try that early hours of this morning,

Tried it again and still seem to be getting ADSL speeds

etdsaunders
Pro
Posts: 240
Thanks: 32
Fixes: 7
Registered: ‎21-02-2016

Re: Stuck Profile?

Adsl speeds both up and down?

Any chance you could reboot the hub?
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K50
Dabbler
Posts: 17
Registered: ‎22-04-2016

Re: Stuck Profile?

yep ADSL both up and down

Yep just did a reboot and same results

 

 

Downstream: 19.77 Mbps
Upstream: 1.073 Mbps
etdsaunders
Pro
Posts: 240
Thanks: 32
Fixes: 7
Registered: ‎21-02-2016

Re: Stuck Profile?

Looks like they've updated the package early and work hasn't been carried out by OR yet.

Did you get a date when fibre is due to become live?
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K50
Dabbler
Posts: 17
Registered: ‎22-04-2016

Re: Stuck Profile?

Date i was given by plusnet was the 9th

 

etdsaunders
Pro
Posts: 240
Thanks: 32
Fixes: 7
Registered: ‎21-02-2016

Re: Stuck Profile?

So the work hasn't been carried out yet by BT. This could be any time between 8am at 11:59pm!

Providing you are using the hub one, you'll just be disconnected and when returning it'll be fibre
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MattyC
Champion
Posts: 3,192
Thanks: 161
Fixes: 46
Registered: ‎10-04-2014

Re: Stuck Profile?

Unfortunately the order won't complete today (thinking that you might been told this on webchat this morning).

 

The status of your order is still showing as "waiting list", so we're waiting for some ports to open up on your local cab. Hopefully we'll have this resolved soon so that you can stream on Twitch a bit better.

 

Matty

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
K50
Dabbler
Posts: 17
Registered: ‎22-04-2016

Re: Stuck Profile?

Thanks Matty for the update,

Only thing i got told on webchat this morning was  *Fibe service has not yet been installed.and to call back after 9 to speak to the provisioning team but moving forward,

 

Can you confirfm i wont get charged for this package till it goes live?

as on my ticket Service Notice i have the following tickets:


Service Notice #270857484

User account type changed from Unlimited (Contracted) to Unlimited Fibre Extra


Service Notice #270857483

Dear *Name removed*

This is confirmation that your Unlimited Fibre Extra - Market 2/3 contracted service has now activated.
Contract Length: 18 Months

 

Service Notice #270857481

The customer has changed their service. The following discounts have been cancelled:

from 2016-05-12 to 2017-04-12

 

Many thanks

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

Re: Stuck Profile?

We'll have to refund the difference if that's ok with you. We'll keep an eye out and sort it once you have a go-live date.

Matty

ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
K50
Dabbler
Posts: 17
Registered: ‎22-04-2016

Re: Stuck Profile?

 

So are you saying ill be paying for a Fibre package from now till then? and a refund will only be issued once i get a live date? Which could really be a while depending on when a slot opens up in a cab?

 

K50
Dabbler
Posts: 17
Registered: ‎22-04-2016

Re: Stuck Profile?

If thats the case, ill rather just cancel the upgrade order since its not been completed yet by OR

and go back to my prevoius package

 

Thanks

K50
Dabbler
Posts: 17
Registered: ‎22-04-2016

Re: Stuck Profile?

any update on this?

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

Re: Stuck Profile?

Apologies for the delay in responding. The order is cancelled and the refund is issued. I'll let you know more about that on an internal ticket.

Matty

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