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Still no reply on ticket #202415355

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Pro
Posts: 1,169
Thanks: 76
Fixes: 3
Registered: ‎05-04-2009

Still no reply on ticket #202415355

As subject - and forum posts get irrelevant replies

Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
2 REPLIES 2
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Pro
Posts: 1,169
Thanks: 76
Fixes: 3
Registered: ‎05-04-2009

Re: Still no reply on ticket #202415355

I have just had a reply to the, now closed, ticket (17 Jun):

"I’m just dropping you a quick message to let you know you fibre upgrade has completed and correct have been applied to your account.

If you’re having problems with your connection, before you contact us at this really busy time, we’d like you to help us. Please run some simple checks and follow the step-by-step guide in our broadband troubleshooter"

Re para 1: the BTOR change completed on 11 June at 02:35:26 but my account is still "unlimited fibre" instead of "unlimited fibre extra" and the end of contract date has not changed which means the line profile is still for 55/10 - which I stated in my ticket update before the above response.

Re para 2: I am not having problems with my "connection" as that is stable and running at maximum 55/10 profile limits rather than near maximum 80/20 limits - sync is 79999/19999 and SNRM is 7.1/15.4 (about 130m to the cabinet).

I try to be precise in requesting the account/profile details be changed to the match the contract, but I still get irrelevant replies.

Plusnet Fibre (Sep 2014), Essentials (Feb 2013); ADSL (Apr 2009); Customer since Jan 2004 (on 28kb dial-up)
Using a TP-Link Archer VR600 modem-router.
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Plusnet Help Team
Plusnet Help Team
Posts: 243
Thanks: 85
Fixes: 20
Registered: ‎08-04-2020

Re: Still no reply on ticket #202415355

Hi @PeeGee

 

Sorry to hear that.

 

I can see that all changes were completed on Thursday. Your account is showing now Unlimited Fibre Extra and profile change was completed as per this notice.

Router sync speed is 80Mbps since 11th/12th of June and IP profile was corrected once contract change was confirmed and went live on 18th of June.

 

If there is anything else we can help you with - please let us know.

 Piotr
 Plusnet Help Team