Slowness issues after contract renewal
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Re: Slowness issues after contract renewal
27-08-2018 10:36 AM
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No worries. Glad to hear it's back to normal.
For the record I increased the speed profile on your account from 37000kbps to 80000kbps but it needed the connection dropping to take effect.
Based on what you've said it looks like your connection didn't drop the first time you rebooted your router today.
To hopefully stop this from happening in future I'm moving your account to the correct 80mbps product which is Unlimited Fibre Extra, keeping your costs the same as per your contract.
Re: Slowness issues after contract renewal
27-08-2018 12:23 PM
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Re: Slowness issues after contract renewal
27-08-2018 12:46 PM
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To be honest we shouldn't have asked you to renew your contract because as far as I'm aware we shouldn't recontract FTTP.
However once your new minimum term/discounts expire then you'll be paying the standard price of Unlimited Fibre Extra (Without Phone) which is currently £23.49.
Re: Slowness issues after contract renewal
27-08-2018 1:30 PM
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Re: Slowness issues after contract renewal
27-08-2018 1:41 PM
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It's essentially the right package, the one you're on currently is a legacy 40/10 package provisioned on 80/20.
As per above I've fixed the speed issue for you but to stop this from happening in future I'm correcting the problem.
Re: Slowness issues after contract renewal
27-08-2018 2:58 PM
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Re: Slowness issues after contract renewal
27-08-2018 3:19 PM
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Just tried to call you to discuss this but there was no answer.
I've stopped the product change for now, could you advise the best time for a call and PM me the best contact number?
Re: Slowness issues after contract renewal
28-08-2018 12:26 PM
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Hi Gandalf, I had a withheld number so probably why I never answered and there was no left voicemail of who called. Today will be good. Will send you PM now.
Re: Slowness issues after contract renewal
28-08-2018 1:03 PM
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Re: Slowness issues after contract renewal
29-08-2018 9:17 AM
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Thanks again for your time on the phone @YellaFella
I've emailed you a response which can also be found Here, following our conversation.
If you have any further queries or concerns, please let us know.
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