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Upgraded from fibre to fibre extra

FIXED
Dabbler
Posts: 11
Fixes: 1
Registered: ‎15-07-2017

Upgraded from fibre to fibre extra

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

17 REPLIES 17
Dabbler
Posts: 11
Fixes: 1
Registered: ‎15-07-2017

Re: Upgraded from fibre to fibre extra

Bump

Dabbler
Posts: 11
Fixes: 1
Registered: ‎15-07-2017

Re: Upgraded from fibre to fibre extra

Bump

Dabbler
Posts: 14
Thanks: 2
Registered: ‎27-03-2020

Re: Upgraded from fibre to fibre extra

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.

Dabbler
Posts: 11
Fixes: 1
Registered: ‎15-07-2017

Re: Upgraded from fibre to fibre extra

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.

 

Seasoned Pro
Posts: 401
Thanks: 266
Fixes: 11
Registered: ‎02-12-2016

Re: Upgraded from fibre to fibre extra

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.

Dabbler
Posts: 11
Fixes: 1
Registered: ‎15-07-2017

Re: Upgraded from fibre to fibre extra

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

Dabbler
Posts: 11
Fixes: 1
Registered: ‎15-07-2017

Re: Upgraded from fibre to fibre extra

Fix

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  

Plusnet Help Team
Plusnet Help Team
Posts: 778
Thanks: 104
Fixes: 58
Registered: ‎02-05-2017

Re: Upgraded from fibre to fibre extra

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

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
Dabbler
Posts: 14
Thanks: 2
Registered: ‎27-03-2020

Re: Upgraded from fibre to fibre extra

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

Plusnet Help Team
Plusnet Help Team
Posts: 8,117
Thanks: 983
Fixes: 399
Registered: ‎01-01-2012

Re: Upgraded from fibre to fibre extra

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Dabbler
Posts: 14
Thanks: 2
Registered: ‎27-03-2020

Re: Upgraded from fibre to fibre extra

Matthew,

I've just posted a fault.

 

Andy

Dabbler
Posts: 14
Thanks: 2
Registered: ‎27-03-2020

Re: Upgraded from fibre to fibre extra

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.

Plusnet Help Team
Plusnet Help Team
Posts: 8,117
Thanks: 983
Fixes: 399
Registered: ‎01-01-2012

Re: Upgraded from fibre to fibre extra

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Dabbler
Posts: 14
Thanks: 2
Registered: ‎27-03-2020

Re: Upgraded from fibre to fibre extra

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.2020-04-14 13_19_39-BTW Performance Test.png