Still waiting for broadband changeover

[#1]

I renewed my contract last week upgrading from standard broadband to fttc with min speed of 28Mbps. The Hub 2 router arrived very quickly and has been working perfectly for several days on our current connection. Upgrade day was supposed to be yesterday. Our speed remains at 17Mbps, as before. I've had no email from Plusnet about the changeover, nor have my current product details changed in my account.
Can someone please check and tell me when I can expect the changeover to happen.

[#2]

What speed is your line capable of?

Post the results after entering your phone number in the BTW DSL checker, making sure you hide the number.

https://www.broadbandchecker.btwholesale.com/#/ADSL 

[#3]

Thanks for your reply.

The point of my question is that I can see from my Plusnet account that the new contract is not yet in place even though I was told that the switchover would happen yesterday. I'd appreciate it if someone from Plusnet would look into this to see what the delay is.

Thanks

[#4]

@Lewis10 

More than likely the cause is the lack of Openreach technician availability on the promised date. This does happen I'm afraid. Hopefully a Plusnet staffer will come along and update you soon but they can be a bit stretched at weekends.

[#5]

Thanks, I did suspect that might be the case. I guess I'll just hang on to see what happens over the coming days. At least my current service is still working OK 🙂 

[#6]

An update on this, which might be of interest to others.

I rang the Plusnet helpline this morning to find out what is going on with my service upgrade.  It took me 20 minutes to get through, but I then spoke to a very helpful man who confirmed that my upgrade is scheduled for the 25th August.  I told him that the confirmation email I received when I ordered the upgrade stated "Your new package will be active on: 19th August 2022", and he said that this is only a provisional date.  Apparently that's the date that is initially logged in Plusnet's system, but then they make a request to OpenReach to make the change, and in this case OpenReach came back with a date of the 25th.  This was not communicated back to me until I rang up this morning.

So a couple of suggestions for Plusnet:

• when you send out the confirmation email, it would be sensible to make clear that the date you give is only provisional;
• if the date subsequently changes, it would make sense to send an email to the customer telling them that.

I do wonder what proportion of calls to the Plusnet service desk are like mine this morning, chasing up on a delay to an upgrade.  Keeping customers informed by means of automated emails would, I'm sure, reduce the volume of calls and might mean that customers who need to contact the service desk don't need to wait so long for their calls to be answered.

Anyway, fingers crossed for Thursday...

[#7]

Hiya @Lewis10, I'm sorry for the delay in getting to your post and also for the concern caused with your upgrade!

I'm really pleased you've now got your query sorted and appreciate your feedback given about the communication we sent.