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Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

FIXED
Gythral8PNC
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Registered: 06-02-2014

Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

29th Nov I ordered an upgrade of my service to Fibre Unlimited & was given 13/12as a completion date

3 days later I received the Hub One & on the 6th an email "Your order is now complete" (I assume this meant that you had done your bit about billing and getting OpenReach involved)

On the 8th I got the notice of next DD email for the new amount (to be taken in the next few days)

 

What is the status of my order & when are OpenReach going to do the change over?

 

10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 17,637
Thanks: 620
Fixes: 159
Registered: 05-04-2007

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

Hi there,

The order is due to complete on the 22nd. If you post back when you're seeing the faster speeds we'll arrange a refund for any difference between the costs of the service.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Gythral8PNC
Rising Star
Posts: 58
Thanks: 3
Fixes: 1
Registered: 06-02-2014

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

Thanks for getting back to me

 

Not what I wanted to hear, but I guess I have no choice but to wait & see if the new 'date' is met

Gythral8PNC
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Registered: 06-02-2014

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

Ok my upgrade sort of went live

14.5mb/s Download 18mb/s upload but the router says it is connected @ 76.51mb/20mb

http://www.speedtest.net/my-result/5902998542

 

so the upstream is as expected but the downstream is throttled by you?

Community Veteran
Posts: 6,281
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Registered: 30-07-2007

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

Yes, your PlusNet profile hasn't updated from the ADSL setting yet. You could either calls the CSC or try Chat and explain that you've changed to fibre and your PN profile needs resetting or wait for one of the Help team to see this thread and fix it...

Gythral8PNC
Rising Star
Posts: 58
Thanks: 3
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Registered: 06-02-2014

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

CS hungup on me after a 45min wait

I was not rude, just politely explained the situation

Gythral8PNC
Rising Star
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Registered: 06-02-2014

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

Finally got someone on chat, they told me it could be as late as midnight - well that has past as well, the order is still not live & appears to be throttled by PlusNet, as all speedtests show aDSL download speeds, but the portal & router clearly show 70+ mbps download connection speeds, and the link works at 16mps+ upload

BT SpeedTest.jpglarge.jpgHub Connection.jpg

Do I now assume that the guy needed to BASH this will next be in on Jan 4th?

Moderator's note by Mike (Mav):Telephone number removed from a public forum.

Community Veteran
Posts: 6,281
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Registered: 30-07-2007

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

Fix

Your Plusnet profile does appear to have updated now. It won"t however take effect until you disconnect and reconnect the PPPoE session.

 

Plusnet Help Team
Plusnet Help Team
Posts: 17,637
Thanks: 620
Fixes: 159
Registered: 05-04-2007

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

All looks fine now, so a disconnect/reconnect is all that's needed.

If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
Gythral8PNC
Rising Star
Posts: 58
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Registered: 06-02-2014

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

Thanks, now working as it should

 

 

Gythral8PNC
Rising Star
Posts: 58
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Registered: 06-02-2014

Re: Upgrage to Fibre Unlimited (FTTC) - Due to complete 13/12 - Not done yet

Still not heard about the refund for failure to complete on time & am now investigating why my 20mb/s upload speed is throttled to 4mb/s, which is not what I agreed to

 

PlusNet more like NONet Sad