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Renewed to Fibre but not seeing any change on account?

plusmouse
Aspiring Pro
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Registered: ‎09-04-2017

Renewed to Fibre but not seeing any change on account?

Hey guys, I was expecting to see some changes made (from unlimited ADSL to Unlimited Fibre) from yesterday 11th April. My account is not showing my renewal package or pricing yet? Just that I`m Out of Contract. My speed is also painfully slow. I`ve not received any more emails or notifications to suggest my fibre has gone Live. 

 

Would appreciate if a staffer could give me a wee update when they have time? Thanks. 

 

 

 

20 REPLIES 20
plusmouse
Aspiring Pro
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Re: Renewed to Fibre but not seeing any change on account?

I also meant to add that my next due payment email came through (Due on or after April 10th) will be taken for £48.09p. I was only out of contract for one day (Monday10th) and expected my unlimited fibre to begin on Tuesday (the 11th) but like a few other members, I seem to be being billed more than I should be.

My recontract monthly price should be £25.99p with some adjustments between being out of contract and my new contract starting (with the discounts also taken into account).

 

 

plusmouse
Aspiring Pro
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Registered: ‎09-04-2017

Re: Renewed to Fibre but not seeing any change on account?

I`m still seeing this (see snippet below) on `My Products` page with no update that I`ve re-contracted to Unlimited Fibre supposed to be from April 11th. 🤔 I realize reading some other members posts there is an issue with the billing system but I expected to see my ADSL change to Fibre a few days ago and it hasn`t updated and I`ve not been told there is any delay as such. My HUB 2 is working fine but other than that, I`ve seen no speed changes or updates on the changes? Would appreciate an update please. 

your products.JPG

jab1
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Re: Renewed to Fibre but not seeing any change on account?

@plusmouse Any open or closed tickets here: https://www.plus.net/member-centre/login?p=search which might give a clue as to what is (or isn't) happening?

Have you tried a single reboot of the Hub to see if that makes any difference?

Can't remember what it is called on the Hubs or where it is exactly, but somewhere there should be reference to 'G99x.x' where 'x' is some number - what is showing on your Hub (if you can find it)?

John
Dan_the_Van
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Re: Renewed to Fibre but not seeing any change on account?

@plusmouse if it's a Hub two look here. Home >Status

Screenshot 2023-04-13 122629.png

HTH

csmith94
Plusnet Help Team
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Re: Renewed to Fibre but not seeing any change on account?

Hey @plusmouse 

 

Checking over your account, your fibre upgrade is due to be happening tomorrow so once it's complete your account will be updated and your speeds increased. If you don't notice an increase by 15th, let us know. 

 

Your next bill will also include a pro rata credit for the time you've paid out of contract prices but had the new service. 

 Curtis Smith
 Plusnet Help Team
plusmouse
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Re: Renewed to Fibre but not seeing any change on account?

@csmith94: Thanks for checking that for me, much appreciated. I don`t like jumping the gun when re-contracting and bills changing can sometimes overlap but just wanted to be reassured! So thank you. 👍

 

Not too sure where the April 11th date I was given came from but happy to wait until the official changeover happens tomorrow. I`ll allow the speeds to settle over the coming days and report back if anything is amiss. 

 

@jab1: Thanks again. I wasn`t aware of `Tickets` I could look at but I assumed a customer only had an open ticket if they had reported a fault?

 

@Dan_the _Van: My Hub 2 is working well (Blue circular light) with no color changes (yet 🤞) but if my Fibre connection isn`t until tomorrow, I will check the Hub to make sure it doesn`t show any issues and if it does, I will come back for more input on that as (so far) all the routers I`ve had have never caused me problems, although I did have to reset my last one when my broadband decided to drop altogether but it corrected itself once I did that.

 

 

plusmouse
Aspiring Pro
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Registered: ‎09-04-2017

Re: Renewed to Fibre but not seeing any change on account?

Okay, a wee update. That`s my Unlimited Fibre now confirmed on my Products page beginning from April 15th. So pleased that`s gone through. 👍 The estimated speed is showing as being around 38/40Mbps although at the moment, I`m not seeing any speedy changes but realize I have to allow some time for that to materialize and the adjustments to align, so will keep an eye on that as the days go on.

 

My Bill however for this month is about to be taken by DD and is £48.09p. Before re-contracting, I was paying £20.75p a month up until last Sunday (9th April) and was then Out of Contract until my Fibre kicked in on the 15th. 

 

My next bill for May is showing £29.33p. I`m guessing (and it is a guess) this will be a little higher due to being pro-rata as I will be paying £25.99p each month for my new Fibre product. 

 

So looking at that £48.09p bill, I`m now rather lost in translation?!! Between my old payment and this gap that exists beween old and new starting. Can someone shed some light on this anommoly please? By the way, I was charged £6.99p for the P&P of the HUB 2 router so that may be included in one of the amounts above? 

 

 

plusmouse
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Re: Renewed to Fibre but not seeing any change on account?

I`ve not had a staff member look at the billing amount question above yet but I`ve just did a speed check and it`s showing 

Download 31.34Mb/s

Upload 8.94

 

So apart from some `lags` while switching from page to page or site to site, it seems my Fibre speed is now recognized. So pleased about that. Just need someone to tell me if my old billing amount (£20.75p) for ADSL and my new billing charges will reflect the discounts and my time out of contract adjustments being made? 

 

I just need to understand why my next bill (For April) and currently pending, will be for £48.09p? And my May bill is showing as £29.33p. I should be paying £25.99p for my re-contracted Fibre but I see these two separate amounts and can`t work out  what`s correct and what`s not? 

 

Or indeed, if I`ll be due any refunds once the adjustments have been correctly made? 

plusmouse
Aspiring Pro
Posts: 238
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Registered: ‎09-04-2017

Re: Renewed to Fibre but not seeing any change on account?

Can someone check my old and new amounts please? My last bill has been taken (see snippet attached) and my next bill will be generated in May for £29.33p. I should be paying £25.99p a month but I realize this £3.34p difference may be because I`m between old and new contract amounts? However, I`m wondering why my bill for April was £48.09p? 

 

Bills.JPG

plusmouse
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Re: Renewed to Fibre but not seeing any change on account?

Anyone? ☹️

adamwalker
Plusnet Help Team
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Re: Renewed to Fibre but not seeing any change on account?

Hi there, sorry for the incorrect bill, there's definitely an issue with your discounts at the moment, I'll get that fixed going forward for you. 

 

Would it be OK to credit the over-payment so it deducts from the next bill?


Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
plusmouse
Aspiring Pro
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Registered: ‎09-04-2017

Re: Renewed to Fibre but not seeing any change on account?

@adamwalker : Many thanks for looking into this. Yes, that will be fine, thanks. 🙂 I was offline yesterday so just seeing this message now. 

plusmouse
Aspiring Pro
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Registered: ‎09-04-2017

Re: Renewed to Fibre but not seeing any change on account?

@adamwalker - Could this be done quickly please as my next bill is due to be taken on the 10th of May. Don`t really want it spilling over if that can be avoided. Thanks. 

plusmouse
Aspiring Pro
Posts: 238
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Registered: ‎09-04-2017

Re: Renewed to Fibre but not seeing any change on account?

I don`t see any changes made on my account yet as it`s still showing wrong amounts. Hope adamwalker or another staff member can pick this up before I receive another due bill email.