Upgraded from standard broadband to fibre Extra but no speed increase

[#1]

I upgraded from the standard broadband to fibre extra on 27/03/20, received the new router late last week, and had an email saying the switch would be available as of 03/04. The speed has not increased at all - currently hovering around 11mbps! I also can't see any reference to this upgrade when I look at My Account. Any advice?

[#2]

Hi @jennie2710

Thank you for your query.

I can see that your upgrade completed on 07.04.2020. Please let us know if you have any further problems with the broadband.