Upgraded from fibre to fibre extra

[#1]

Upgraded last night, had the `upgraded now` email, can someone please check the cap has been removed? tried restarting router and multiple reconnects, using a wired connection, thanks

[#2]

Bump

[#3]

Bump

[#4]

If it makes you feel any better (it probably won't) I'm in the same situation. Got my "your product change is complete" email - but it isn't.

I've restarted the router a few times, but nothing has changed.

[#5]

Helps to know I'm not the only one I suppose, hope it gets sorted for you soon!

The thing is theres others who've got the issue resolved by posting about it and a staff member checking the system that handles this. I can see a few staff members floating around answering peoples questions, and I know some times tasks like these get dropped in transit, hate to pester them but if we don't theres a high chance we'll still be paying extra for nothing.

[#6]

Sorry to say this but bumping a topic does not help your case. There have been several posts about this recently. A bump simply moves the topic from it's place in the queue for action, to the back. Thus delaying the response that you so urgently need.

[#7]

That's an interesting way to design a ticket queueing system.

[#8 · Accepted solution]

My speed is now as expected, yesterday I realised I had a `question` (ticket) open in my plusnet account, I `bumped` this and received a response saying they had `

 placed an order to upgrade your internet to Fibre Extra

and that this could take up to 10 days, at which point I noticed it's been just under 10 days since I requested the upgrade. 

So it's either my pestering or it happened naturally  

[#9]

Hi @billhudson74, thanks for getting in touch.

It looks as though the modify order completed on 01/04/2020 which matches when you noticed an increase in your speeds.

Let us know if you need anything else

[#10]

12 days since I got my notification email - still nothing. Any chance you can give BT a nudge 🙂

[#11]

Thanks for getting in touch @Nubber99 and apologies for the delayed response. 

I can see the upgrade has completed but the speeds are still poor.

Can you raise a fault here and post back once you've done so?

This will allow us to get that picked up straight away for you

[#12]

Matthew,

I've just posted a fault.

Andy

[#13]

FYI, I'm not getting a dial tone. If I use the BT speed test, I see that my download IP Profile is 34.65 Mbps - which is unchanged from before the upgrade.

The upload IP profile is 20 Mbps - the old profile was 2 Mbps.

I'm only getting 27 down and 5 up though.

[#14]

Thanks for getting back to me @Nubber99

That's been raised for further investigation and we'll update you as soon as we know more

[#15]

I have just received a text message saying my problem has been fixed. However I still have no dialtone on the phone, and the speed is now worse than before - see attached image. I'll give it a while to see what happens.