still not receiving my fibre speed
on 30-06-2017 4:37 PM - last edited on 01-07-2017 12:18 PM by Strat
For months now I have been trying to receive my fibre upgrade and I though that it had finally been sorted. I have waited a couple of weeks to see if the speed would increase as suggested, however my broad speed has not increased from the speed I was receiving when I just had normal broadband I did have a excellent plusnet rep called [CSA Removed] who was the first one to believe what I was saying about my account. But it seems that I still am not receiving the service which I am paying for and I am increasing becoming disillusioned with PlusNet who I have been with since 2009. Please can someone reinvestigate what is going on . I spend countless hours on line and on the phone either waiting to speak to someone or speaking to someone surely something is going wrong.
Moderator's note by Dick (Strat) CSA name/s removed to private staff area as per Forum rules
- can't tell me when it will be fixed why they cant change the billing and send me a refund yeat not doing me proud plusnet.
- I signed up to new speed last month was suppose to pay £23.49 but have been billed for £29.99 when i phoned up to let them know they said they were trying to fix the problem then they let it slip i was still wasn't getting the faster broadband
Re: still not receiving my fibre speed
Firstly I would like to sincerely apologise for the delays you're going through with your fibre order.
I've spent considerable time investigating this with one of my colleagues.
To resolve the routing issue, our suppliers created a new asset on your line that we placed a fibre order on. This order completed as expected and 10 working days later it was taken over by another provider.
To be absolutely honest, we're not entirely sure why or how your ADSL connection is still active. Moving forward, as the original routing issue appears to have been resolved, I have placed an order to modify the asset that's still with Plusnet.
In light of the problems you've had, we will request that the order is expedited once it's reached the stage of committed with our suppliers which should happen within 24 hours.
We'll keep an eye on this for you.
Let us know if you have any questions.