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upgrading from Plusnet Broadband to Fibre Extra, but speed doesn't change

Questioiner
Newbie
Posts: 1
Registered: ‎24-04-2020

upgrading from Plusnet Broadband to Fibre Extra, but speed doesn't change

Dear community members, 

A month ago I upgraded my internet from Broadband (10Mb/s speed) to Fibre Extra (66Mb/s). Received and installed the new Plus Net One Hub three days ago. The Speedtest.net results are still the same as before (15 Mb/s download, 1 Mb/s upload). Do I need to activate anything to take advantage of Fibre Extra's greater speeds?

With the best of wishes,
Questioner

2 REPLIES 2
dangerousfish_1
Grafter
Posts: 28
Thanks: 2
Registered: ‎23-04-2020

Re: upgrading from Plusnet Broadband to Fibre Extra, but speed doesn't change

Have you had any updates yet Questioiner?

Equally waiting a long time for a response from support. All the support telephone lines appear to be closed but they're still available for new sales it seems =/..

MisterW
Superuser
Superuser
Posts: 15,306
Thanks: 5,872
Fixes: 421
Registered: ‎30-07-2007

Re: upgrading from Plusnet Broadband to Fibre Extra, but speed doesn't change

@Questioiner  it doeant sound like the upgrade to fibre has happened yet.

Can you post the results of the troubleshooting>helpdesk display on the hub one

Also look at the bt wholesale checker here https://www.broadbandchecker.btwholesale.com/#/ADSL for your phone number, check the narrative under the speed estimates for something like

' there is an open order on your line , due to complete ...'  

If there is , that's likely when the upgrade will actually happen

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.