Upgrading Unlimited Fibre to Fibre Extra - is anything happening?

[#1]

Hi, I ordered the Fibre Extra upgrade on 08.09.22, received a confirmation email saying it would be live on 09.09.22. But nothing happened.

I called on 12.09.22 and was told I hadn't agreed to terms and conditions, which I didn't believe to be true. I did at least receive the Hub Two the following day.

Now a week has passed, my billing still shows the alarming 'out of contract' price, that should be £26.50p/m, and my dashboard still says:

"An error has occurred - You can't change your products for the moment, you already have a product change in progress."

It would be good to know that I'm not paying £40+ indefinitely to remain in limbo here! I realise it's only a week but I had imagined a change of speed to be really quick (as the initial email said).

Current download has today changed from 40 to 55mbps, which isn't so bad. Still on 7mbps upload, which is challenging for my work.

[#2]

@Walnuts  Welcome to the Community forum.

There is a known bug in the software that fails to include your package discount when you upgrade. This will be applied to your bill, so you won’t be charged the out of contract price.

You can only make one change to your account per month, hence the can’t make changes note.

If you were only getting 7Mbps upload speed on the 40/10 service then that’s probably all that your line can manage and will not improve.

How does your speed compare with the estimated performance. To check enter your phone number here. https://www.broadbandchecker.btwholesale.com/#/ADSL

[#3]

Thanks very much for the quick response and explanation.

The line test result:

VDSL Range A (Clean)   44 31.6 8 6.1 27.4
VDSL Range B (Impacted)   42.9 27.4 7.9 5.8 22.4

Max Observed Downstream Speed 56.54
Max Observed Upstream Speed 7.65
Observed Date 2022-09-14

Google speed test gives 50mbps download, which is an improvement from 36ish.

I wonder if the first VDSL numbers were estimated a while ago? Our line has never been used for an 80/20 connection before -  we're at least 800m of copper from the cabinet, so I'm not too upset at a modest increase.  FTTP will surely arrive one day!

Cheers

[#4]

@Walnuts 

Yes. It looks like that this is about as good as you're going to get, both up and down.