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Upload speed changed to 2 mb

apollo1
Grafter
Posts: 185
Registered: ‎16-09-2007

Upload speed changed to 2 mb

Hi
I have re contracted to a 24 month contract via a phone call to plus net, happy with the deal, i did ask about upload speed not being changed to 2mb as this is not as my current service (approx 5-6 mb), was assured via phone that that speed was for new customers not existing customers, just got this via email
Account username: xxxxxxx
The order we placed to change your upload speed has completed.
Your upload speed is now 2Mbit/s.

Can someone from plusnet change it back to the original speed as was assured via the phone call it would not change
Thanks
6 REPLIES
Seatonsurfer
Newbie
Posts: 9
Registered: ‎30-11-2015

Re: Upload speed changed to 2 mb

I have had exactly the same email and not at all impressed. What is going on ?
Plusnet Help Team
Plusnet Help Team
Posts: 4,359
Thanks: 973
Fixes: 186
Registered: ‎25-03-2015

Re: Upload speed changed to 2 mb

@apollo1 - I'm looking in to this now for you.
@Seatonsurfer - It looks like you've upgraded to fibre fairly recently via the member centre, the fibre package you selected was the lower one that has speeds of 40/2.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 4,359
Thanks: 973
Fixes: 186
Registered: ‎25-03-2015

Re: Upload speed changed to 2 mb

@apollo1 - I've sent feedback on regarding the people you spoke to when re-contracting. As there's nothing on the account to suggest you were advised this would change when re-contracting, I've also taken the necessary steps to get your speed profiles changed to 40/10 (instead of 40/2) to get your upload speed back.
This speed profile change is expected to complete on 07/12/15.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
apollo1
Grafter
Posts: 185
Registered: ‎16-09-2007

Re: Upload speed changed to 2 mb

Thanks for the reply, the person i spoke to said the 2mb speed was for new customers not existing.
Thanks for sorting it
Seatonsurfer
Newbie
Posts: 9
Registered: ‎30-11-2015

Re: Upload speed changed to 2 mb

Thats what I understood as well and being an existing customer who has just ungraded, it is disappointing to find that the UL speed has now been capped at 2Mb. Angry
Plusnet Help Team
Plusnet Help Team
Posts: 4,359
Thanks: 973
Fixes: 186
Registered: ‎25-03-2015

Re: Upload speed changed to 2 mb

Customers currently on a 40/10 or 40/20 fibre package would keep the same upload speed if they were keeping the same package.
As you were previously on ADSL and only recently upgraded to fibre, this is on the speeds in line with the package we currently offer.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team