Unlimited Fibre Extra – no speed increase…

[#1]

I've got same issue upgrades to fibre extra and still only get 37 Mbps. router connected at 39.95 Mbps. BT checker shows a minimum of 45 Mbps. been trying to get through on phone gave up after 30 min wait and chat has not been available for ages. no email contact so this is my last try. hope someone can help

[#2]

@muskrat Thanks for getting in touch.

I'm sorry to hear that your speeds haven't increased since the upgrade

I've checked and unfortunately the order wasn't sent off to our suppliers to upgrade the profile on their end.

This has now been done manually by myself and is due to complete on Monday.

If you haven't seen any increase then let us know

[#3]

I have the same problem upgraded to Unlimited Fibre Extra 2 day ago getting speed test reading of 35 which i was getting before upgrade, was guaranteed  minimum speed of 50. 

[#4]

Hi @Buddy2u, sorry to hear you're speeds don't look tto have improved despite receiving confirmation that the product change has gone through. When checking it seems the changes have been made account side hwoever haven't been changed on our suppliers provisioning side which explains you still seeing the same speeds. I have placed this modify order for you now which should complete overnight. If you can turn your router off and back on come tomorrow morning you should see the increased speed more so to where you expected. Apologies this wasn't done correctly the first time round and by all means if there's any issues come tomorrow morning please do let us know.

[#5]

Thank you very much.

[#6]

That seems to happen a lot. Anyway my connection speed up to 65 Mbps now. Was 70 for a little while.

[#7]

Same thing for me, no increase in speed after swapping on the 3rd of April to Unlimited Fibre Extra. Still showing as about 37 down and 9 up.

Is there a problem with your systems that things aren't getting changed.

[#8]

All sorted now speed up to 70 down 17 Up hope you can get your problem sorted.

[#9]

I hope so too, seems like the problem is quite widespread though. Looking through the posts on here it is a recurring theme that notification doesn't get acted upon, so someone isn't doing something correctly.

[#10]

Hi @kensul

I'm really sorry to hear about this and have taken personal ownership of your issue.

You can follow your complaint ticket I have created here

Kind Regards

[#11]

Hi @kensul,

I left a voicemail for yourself yesterday and a ticket update but haven't received a response.

When able, can you please go to your complaint ticket and let me know of your availability for a chat?

Your complaint ticket can be followed here

[#12]

Now sorted 74.81 down and 16.81 up