FTTP recently installed but still only 5Mb/s download speed.
Ask them unless you're happy to wait 
on - last edited on by
Mav
Ah, call waiting times, the bane of my life. The first time I phoned plusnet they had me on hold for over thirty minutes, and the second time I was cut off after twenty - and had to phone back when yes you've guessed it, back on hold again. Grrrr. 
I now use their chat line as the waiting times are a lot less plus, you have a record of the conversation. At nearly seventy years old my life is to short and valuable to be kept hanging on the phone! 
Moderator's note by Mike (Mav): Full quote of preceding post removed as per Forum rules
That is disgusting support.
All they had to do was set the Plusnet Line Speed to 80Mbps (assuming you are on the 80/20 package).
Absolutely nothing to do with FTTP as a trial, this is basic Plusnet settings.
I'm really sorry you weren't able to get this resolved over the phone, whilst the number of FTTP trained staff is low this matter could have been resolved.
Are you ok to PM me your username to your account and I'll get this sorted later today as soon as I can
@SpendLessTime wrote:
That is disgusting support.
All they had to do was set the Plusnet Line Speed to 80Mbps (assuming you are on the 80/20 package).
Absolutely nothing to do with FTTP as a trial, this is basic Plusnet settings.
While I do agree that this is poor support, and I am far from happy to hear how this matter has been dealt with, it's not always as simply as just changing a speed profile on FTTP as the account won't always allow you to simply change the package to an FTTC option if only ADSL/FTTP is available in the area.
I don't really see this as a valid excuse though. I'll be passing feedback on regarding this.
@briank - Looking at your account, I can see @Darkfire updated the account for you at around 7pm yesterday evening. I hope you're now up to speed on your FTTP connection.
@briank wrote:
At no stage did anyone inform me that I needed to contact Plusnet after the installation had been carried out in order to arrange for the speed config to be updated
I wouldn't necessarily say you needed to contact us to get the speeds updated. It would have certainly been picked up by the people that work the FTTP trials.
Generally upon appointment confirmation, there is a section of text that advises the following:
When the engineer completes the work you may not experience fibre speeds straight away. This is because we need to manually adjust your speed profile when the order completes, so the change should be effective within 48 hours. Please be patient with us whilst we do this for you.
I'm not sure why this wasn't sent to you and I do apologise for this.
@briank wrote:
It sounds like it was a simple task that Plusnet support should have been able to sort out when I first contacted them on Saturday.
There aren't many advisors that work with FTTP regularly, so I understand them not knowing the process off the top of their head, however they should always be able to ask the question if it arises.
As mentioned, I've passed feedback on regarding this.