Switched to fibre, internet gone

[#1]

Hi,

I switched to fibre, the new router arrived yesterday. I plugged it in and had the internet for a few hours, though it worked at slow speed (6-7 Mb/s, as opposed to 11 on copper). Then the internet disappeared altogether around 8pm. Next morning, still no internet, so I switched back to the old router, and that is working normally.

I was told that when the new router arrived, could just use that and after a while, I'd get the higher speeds. That hasn't worked.

Am I supposed to get an email telling me when to switch routers maybe? 

Thanks

[#2]

No, the hub one supports both adsl and vdsl (fibre).
When was the switch meant to happen?

[#3]

I don't know. I wasn't told a date - just to switch routers when the new one came.

The new router worked, slowly, for a few hours, then I had a connection but no internet.

Surprisingly, the old router now runs at a speed of 16Mb/s, whereas before the top speed was 11. 

But anyway, I'd like the new router to be working and at much faster speeds.

[#4]

Hi @pir8ped

Thanks for getting in touch. Apologies for the issues you've had with the account, it looks as though your upgrade order to Fibre is not due to complete till 09/03/2021. Please note it can take up to midnight to fully complete, once active you'll then notice an increase in your speeds

Thanks

[#5]

OK, Thanks for that information. I can use the old router till then, but I'm surprised the new router doesn't give me a connection to the internet, since it is supposed to run DSL and VDSL. I'll wait.

[#6]

Moderators Note

This topic has been moved from Fibre to My Order