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Upgrade to Fibre Extra gone wrong

dan17
Dabbler
Posts: 24
Thanks: 2
Registered: 3 weeks ago

Re: Upgrade to Fibre Extra gone wrong

I have now reported this as a fault - #197930831 in the support tickets section.

The router (BT Home Hub 6) is syncing on 64.78 and 20 so I’m not sure where the problem is.
Plusnet Help Team
Plusnet Help Team
Posts: 15
Fixes: 1
Registered: ‎23-12-2019

Re: Upgrade to Fibre Extra gone wrong

Hi dan17,

 

I can see that a colleague has picked up the fault that you have raised. However, it looks like an engineer is required to investigate further.

 

Please could you respond to the ticket here.

 

If you could let us know once you have done this, we can make sure that the ticket is then actioned.

 

Any further problems, please let us know!

 

Thanks! -Katie

If this post resolved your issue please click the 'This fixed my problem' button
 Katie C
 Plusnet Help Team
dan17
Dabbler
Posts: 24
Thanks: 2
Registered: 3 weeks ago

Re: Upgrade to Fibre Extra gone wrong

Hi @KatieC,

I have replied to the support ticket
Plusnet Help Team
Plusnet Help Team
Posts: 584
Thanks: 68
Fixes: 22
Registered: ‎06-08-2018

Re: Upgrade to Fibre Extra gone wrong

Hi @dan17,

 

Thanks for coming back to us.

 

I can see we've arranged the engineer for a convenient time for you.

 

Let us know if you need anything further.

 

Thanks - LF.

 

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
dan17
Dabbler
Posts: 24
Thanks: 2
Registered: 3 weeks ago

Re: Upgrade to Fibre Extra gone wrong

@LordFoul,

Do you know when will my account update to reflect the Unlimited Fibre Extra instead of Unlimited BB that’s showing at the moment?
Plusnet Help Team
Plusnet Help Team
Posts: 584
Thanks: 68
Fixes: 22
Registered: ‎06-08-2018

Re: Upgrade to Fibre Extra gone wrong

Hi @ dan17,

 

Thanks for coming back to me.

 

I've had a look at this and have responded here.

 

If you have any further questions please let me know.

 

Thanks - LF

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
dan17
Dabbler
Posts: 24
Thanks: 2
Registered: 3 weeks ago

Re: Upgrade to Fibre Extra gone wrong

Hi @LordFoul,

The email says the price is going to be £40.98 whereas when we signed up tor the upgrade it was £32.99 - if you see the previous tickets - especially Service Notice #445531155

Plusnet Help Team
Plusnet Help Team
Posts: 1,126
Thanks: 186
Fixes: 39
Registered: ‎07-12-2017

Re: Upgrade to Fibre Extra gone wrong

Hi @dan17, I'm very sorry for any confusion this has caused. This email will not reflect any discounts that are included as part of the package.

 

I have taken ownership for you to ensure that you pay the correct amount and have added to the open ticket here.

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
dan17
Dabbler
Posts: 24
Thanks: 2
Registered: 3 weeks ago

Re: Upgrade to Fibre Extra gone wrong

Hi,

This is perfect, thank you.