cancel
Showing results for 
Search instead for 
Did you mean: 

Full Fibre upgraded but no speed increase.

FIXED
shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Full Fibre upgraded but no speed increase.

Hi my speed was supposed to be increased yesterday to 500 package. Got the email it has been done but no speed increase. Everything is still the same.

 

speedtest.jpg

14 REPLIES 14
shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Re: Full Fibre upgraded but no speed increase.

Still the same speed today.

 

My account shows what I should be getting but my speed says a different thing.

 

speedtest.jpg

ff.jpg

 

minkey
Rising Star
Posts: 419
Thanks: 16
Fixes: 2
Registered: ‎22-07-2007

Re: Full Fibre upgraded but no speed increase.

That's really weird. I did the same thing as you and got my speed increase before I got the email. There was a couple of disconnections at 1am for 1/2 hour and 2am for 3 mins, but I didn't have to do anything else.

I assume you've rebooted your router to eliminate any odd issues?

shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Re: Full Fibre upgraded but no speed increase.

Hiya, thanks for your reply. Yeh I have rebooted 3 or maybe even 4 times now.  Hopefully it will happen soon. Meanwhile I am playing Diablo 4 to keep myself occupied. Smiley

shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Re: Full Fibre upgraded but no speed increase.

Hi @adamwalker My account is now showing 550Mbps but I'm still capped at the 300Mbps Full fibre package.

 

stillcapped.jpg

ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 361
Thanks: 156
Fixes: 25
Registered: ‎02-05-2023

Re: Full Fibre upgraded but no speed increase.

Hey @shazzbot, I've checked your account and there seems to be an issue with the order. The issue is with the Suppliers, unfortunately, we don't have a timescale of when this will be resolved.   

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Re: Full Fibre upgraded but no speed increase.

Plusnet are my supplier… And my account says upgrade has gone through, just my speed hasn’t. Didn’t have this problem 4 months ago when I upgraded from 150 to 300. What on earth is going on?
ClaudiaG23
Plusnet Help Team
Plusnet Help Team
Posts: 361
Thanks: 156
Fixes: 25
Registered: ‎02-05-2023

Re: Full Fibre upgraded but no speed increase.

We're just as confused as you are. Everything is showing as complete but the speeds haven't changed on the Suppliers system. This is an issue they're aware of. The Suppliers system we mean Openreach.

If this post resolved your issue please click the 'This fixed my problem' button
 Claudia Garner
 Plusnet Help Team
RealAleMadrid
Aspiring Hero
Posts: 2,762
Thanks: 1,433
Fixes: 59
Registered: ‎07-07-2009

Re: Full Fibre upgraded but no speed increase.

@ClaudiaG23  Your suppliers may be aware of the issue but judging by the number of other customers who also have speed upgrades that have failed, Openreach appear to be taking their time about it, with a total lack of urgency, sounds about right for them, they seem to have no idea what escalation means.🙄

shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Re: Full Fibre upgraded but no speed increase.

yeh it's rather frustrating. Been waiting since 23rd of May now. 

shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Re: Full Fibre upgraded but no speed increase.

Thank you for taking the time out to let me know, Claudia. Most appreciated. Smiley

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,916
Thanks: 5,021
Fixes: 316
Registered: ‎04-04-2007

Re: Full Fibre upgraded but no speed increase.

@shazzbot - from what I can determine, your line has not been regraded Openreach side. There have been some attempts to rectify this to no avail.

I have just placed a manual order to modify the circuit which I expect to complete within a day or two. Let me know how you get on...

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Re: Full Fibre upgraded but no speed increase.

Hi @bobpullen Thank you so much. Will let you know for sure Wink

bobpullen
Community Gaffer
Community Gaffer
Posts: 16,916
Thanks: 5,021
Fixes: 316
Registered: ‎04-04-2007

Re: Full Fibre upgraded but no speed increase.

Fix

@shazzbot - the regrade order is now complete so feel free to give things another go.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

shazzbot
Rising Star
Posts: 62
Thanks: 25
Registered: ‎10-04-2019

Re: Full Fibre upgraded but no speed increase.

@bobpullen Hiya, Yep it's looking like that did the trick! Thank you! 😁

 

speedtest.jpg