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Upgraded to unlimited fibre extra - but speed still the same.

FIXED
Bobtheblob
Hooked
Posts: 7
Registered: ‎20-05-2020

Upgraded to unlimited fibre extra - but speed still the same.

I upgraded to the unlimited fibre extra package on the 2nd April. Received email confirmation that the new package will be active on the 3rd April. However it's now 6th April and my speed is exactly the same, nothing has changed.

When I login to my plusnet account there is an error as follows...

An error has occurred

You can't change your products for the moment, you already have a product change in progress.
 
Can anyone help, is something stuck?
 
Thank you.
13 REPLIES 13
jab1
Legend
Posts: 17,280
Thanks: 5,572
Fixes: 259
Registered: ‎24-02-2012

Re: Upgraded to unlimited fibre extra - but speed still the same.

@Bobtheblob It may be that Plusnet haven't completed the change - it has been known for supposedly 'automatic' changes to need human intervention, but can you just try a single reboot of the Hub, and see if that kick-starts anything?

BTW - cross-posting is against forum rules.

John
Bobtheblob
Hooked
Posts: 7
Registered: ‎20-05-2020

Re: Upgraded to unlimited fibre extra - but speed still the same.

Hi, tried rebooting twice but no change.

Sorry about crossposting, there's no option to delete the other post.

jab1
Legend
Posts: 17,280
Thanks: 5,572
Fixes: 259
Registered: ‎24-02-2012

Re: Upgraded to unlimited fibre extra - but speed still the same.

OK, sounds like the upgrade hasn't gone through for some reason this needs Help Team investigation, which hopefully should be in the next couple of days.

I'll ask the mods to lock the other topic.

John
Bobtheblob
Hooked
Posts: 7
Registered: ‎20-05-2020

Re: Upgraded to unlimited fibre extra - but speed still the same.

Thanks.

csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 391
Thanks: 153
Fixes: 28
Registered: ‎01-12-2020

Re: Upgraded to unlimited fibre extra - but speed still the same.

Fix

Hi @Bobtheblob, thanks for getting in touch. Taking a look over your order the upgrade will be completing on the 11/04/23, after this date your speeds will then increase. 

 Curtis Smith
 Plusnet Help Team
jab1
Legend
Posts: 17,280
Thanks: 5,572
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Registered: ‎24-02-2012

Re: Upgraded to unlimited fibre extra - but speed still the same.

Out of interest, @csmith94 , why was the OP advised that the change would be on the 3rd, or did they misread that email?

John
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 391
Thanks: 153
Fixes: 28
Registered: ‎01-12-2020

Re: Upgraded to unlimited fibre extra - but speed still the same.

@jab1 - It's how the system is built, for some reason automation put it's to 5 working days later but then the account will go for next day. Technically these orders should only take 24 hours but we can never get enough accounts to send off and raise as an issue. 

 Curtis Smith
 Plusnet Help Team
jab1
Legend
Posts: 17,280
Thanks: 5,572
Fixes: 259
Registered: ‎24-02-2012

Re: Upgraded to unlimited fibre extra - but speed still the same.

OK, Curtis. Sounds like a weird system, but surely it is wrong to advise a customer the expected 24 hours,and have them chasing when they should be advised 5 working days?

John
csmith94
Plusnet Help Team
Plusnet Help Team
Posts: 391
Thanks: 153
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Registered: ‎01-12-2020

Re: Upgraded to unlimited fibre extra - but speed still the same.

Yup ..... that's all I'm going to say :hugging_face: 

 

To be fair though, an email should've been sent on 3rd April to confirm the new date. 

 Curtis Smith
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 23,208
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Registered: ‎22-08-2007

Re: Upgraded to unlimited fibre extra - but speed still the same.


@csmith94 wrote:

Technically these orders should only take 24 hours but we can never get enough accounts to send off and raise as an issue. 


Someone needs to create a list then ... until there is a list of cases, there never will be enough to engage IMT.

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.

Bobtheblob
Hooked
Posts: 7
Registered: ‎20-05-2020

Re: Upgraded to unlimited fibre extra - but speed still the same.

Thanks @csmith94 for letting me know.

androidtanmay
Grafter
Posts: 45
Thanks: 4
Registered: ‎03-04-2020

Re: Upgraded to unlimited fibre extra - but speed still the same.

Hi. I have a similar issue. Have upgraded to Unlimited Fibre Extra from Unlimited Fibre. The change happened today but not seeing the promised speed increase (~10Mbps). Infact seems the download seepd is nearly the same while the upload speed has reduced by ~1-1.5Mbps. Can someone please check my line and suggest?

adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,885
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Registered: ‎27-04-2007

Re: Upgraded to unlimited fibre extra - but speed still the same.

Hi @androidtanmay I'm really sorry about the issue with your speeds after the upgrade. I've checked over your account and also ran some line tests and neither show any obvious causes for this. Would it be OK to give you a call tomorrow to go through a few checks so we can look into it further? I'll be on shift between 11.30am and 8pm. - Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team