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Fibre upgrade

Dan_the_Van
Grafter
Posts: 296
Thanks: 1
Registered: 25-06-2007

Fibre upgrade

I placed an order to be upgraded to Fibre, in my closed questions I see: -

Service Notice #289137170

Service Notification
6:17pm, Thursday 29 Sep 2016
Broadband product change scheduled successfully
From: Unlimited (Contracted)
To: Unlimited Fibre
This change will take place on 2016-10-06 02:00:00

Question #134925900

Your Response
6:17pm, Thursday 29 Sep 2016
Provisioning of your ADSL Account Information
New Action 21CN Modify Submitted added
(via ADSL2+ Order System Interface)

Service Notice #289243426

Service Notification
6:04am, Friday 30 Sep 2016
An update report has been received for this account.
The broadband service is now being transferred to the 21C Network.
The transfer will complete by midnight on 22/10/2016.

Is this expected? At no point did I receive an email to confirm my order.

My user name should be associated with my forum member name 

Regards

Dan.

13 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 17,637
Thanks: 620
Fixes: 159
Registered: 05-04-2007

Re: Fibre upgrade

They are just internal notifications to show us the status of your order and is nothing to worry about.

We have received a further update and your fibre upgrade is now due for the 21st Oct.

 

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Dan_the_Van
Grafter
Posts: 296
Thanks: 1
Registered: 25-06-2007

Re: Fibre upgrade

Hi,

 

Sorry to revive this thread, I received and email to say my product change is now complete but you said the upgrade is due for 21st October, why is this? Does this mean I will be paying for fibre from now?

I have not received the new router yet

Regards

Dan.

geek26
Aspiring Pro
Posts: 192
Thanks: 31
Fixes: 2
Registered: 20-08-2016

Re: Fibre upgrade

There have been reports of people receiving activation emails early. One of the Plusnet staff on the forum should be able to confirm if it's gone through. Alternatively a quick live chat with customer services at plus.net/contact will be able to give you the answer

James

EDIT: URL Fixed

Plusnet Help Team
Plusnet Help Team
Posts: 517
Thanks: 51
Fixes: 18
Registered: 02-03-2015

Re: Fibre upgrade

Hi Dan_the_Van,

Your package has changed for your new billing period but any gap in the service will be amended in your bill so you are not paying for something your not using.

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
Dan_the_Van
Grafter
Posts: 296
Thanks: 1
Registered: 25-06-2007

Re: Fibre upgrade

Hi Ben,

 

Thanks for your reply.

You did not say when I can expect the new router, will I expect a further email when I've been migrated to Fibre?

Regards

Dan.

Plusnet Help Team
Plusnet Help Team
Posts: 517
Thanks: 51
Fixes: 18
Registered: 02-03-2015

Re: Fibre upgrade

Yeah sorry about that. The router should be with you in the next 3-5 days and will arrive through the post.

You will receive a text confirmation and email for when the order is completed.

If this post resolved your issue please click the 'This fixed my problem' button
 Ben Babinski
 Plusnet Help Team
Dan_the_Van
Grafter
Posts: 296
Thanks: 1
Registered: 25-06-2007

Re: Fibre upgrade

Well its the 21st October and I appear not be upgraded yet, I have been paying for fibre service since 9th Oct.

 

Please advise

 

Regard Dan.

Plusnet Help Team
Plusnet Help Team
Posts: 17,637
Thanks: 620
Fixes: 159
Registered: 05-04-2007

Re: Fibre upgrade

The order is still showing as due to complete today, it can happen any time through out the day though.

I've also refunded your most recent invoice down to what you would have been paying for the normal broadband service too, that refund will return to you in 7-10 working days.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Dan_the_Van
Grafter
Posts: 296
Thanks: 1
Registered: 25-06-2007

Re: Fibre upgrade

Many thanks for your speedy reply and for the refund.

 

Just a case of waiting then.

 

Regards, Dan.

Dan_the_Van
Grafter
Posts: 296
Thanks: 1
Registered: 25-06-2007

Re: Fibre upgrade

Well something has happened, received this update: -

The order we placed to change your upload speed has completed.
Your upload speed is now 2Mbit/s.

Router reports: -

Downstream: 39.99 Mbps
Upstream: 1.999 Mbps

 

I am not seeing any improvement in download speeds!

Speed of Me

I am no more than 100 meters from cabinet

Is this expected within the first hours of fibre?

Dan

 

 

Dan_the_Van
Grafter
Posts: 296
Thanks: 1
Registered: 25-06-2007

Re: Fibre upgrade

Had a chat session with [CSA Removed], he has resolved this issue.

Thanks

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

Dan_the_Van
Grafter
Posts: 296
Thanks: 1
Registered: 25-06-2007

Re: Fibre upgrade

Having expecting the whole process to be transparent I encounter two issues.

 

1) Slow than expected IP Profile - resolved by chat room support

2) No dial tone on my phone line, which is still the case I have raised a case.

Case: - 136520658 9:08pm, Friday 21 Oct 2016

Your Help Assistant Question is now being placed on hold. The next action on your Question will be 24-10-2016.

I can say I am very impressed with this!

 

Dan

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,030
Thanks: 736
Fixes: 165
Registered: 25-03-2015

Re: Fibre upgrade

Sorry to hear you're experiencing a phone fault following the upgrade to fibre. It looks like our suppliers have now advised an estimated response time of tomorrow any time up until midnight.

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