Upgraded to fibre extra but no speed increase.

[#1]

As the subject states.

I have a ticket open that has asked me to run a speedtest on BT but before I had a chance to do this I received an email that I had stated that I was unable to do do so.

I haven't said anything of the sort and have uploaded an image of the test on the ticket.

Can someone from Plusnet please investigate.

Gerry.

[#2]

Thanks for getting in touch @GerryBruce and apologies for the delayed response.

I've just picked up your fault now and updated it with the next steps.

If you can post back here once you've responded to the ticket we can get that that picked up straight away for you.

[#3]

Just responded to ticket. Have also attached BTW speedtest.

Many thanks.

[#4]

Thanks for getting back to me @GerryBruce.

I've updated the open fault with the details of the visit.

If you're still having issues after the engineers visit let us know

[#5]

Engineer attended and said the line cannot support the extra speeds as the line length is too long.

Fair enough, can PN please downgrade my fibre to the previous package as I don't really want to be paying for what I can't get.

Many Thanks.

[#6]

Hey @GerryBruce,

Thanks for getting back to us and letting us know how the engineer appointment went.

I'm glad that more info was given as to  why the speed was not what was promised, so we can start to get things back on track you'll need to get in touch with our Customer Options team on 0800 013 2632 during the below hours:

Monday - Friday: 08:00 - 20:00

Saturday: 09:00 - 19:00

Sunday: 09:00 - 18:00

Alternatively we can arrange for a callback from this team for you, just leave a suitable time/date/number to catch you on over PM and we can get that sorted.

Thanks.