cancel
Showing results for 
Search instead for 
Did you mean: 

When will router for upgrade to Fibre Extra be delivered

Arclight
Newbie
Posts: 4
Registered: ‎01-04-2020

When will router for upgrade to Fibre Extra be delivered

I upgraded to Fibre Extra online last week, and the status of my order is now 'Complete', along with confirmation that a router has been posted '1st Class'.

I haven't received a router, and I've received no confirmation email of when the upgrade will come into effect.

Is the 'complete' status genuine, or just auto-generated?

7 REPLIES 7
Baldrick1
Moderator
Moderator
Posts: 9,639
Thanks: 4,330
Fixes: 346
Registered: ‎30-06-2016

Re: When will router for upgrade to Fibre Extra be delivered

@Arclight  Welcome to the forum.

If you have upgraded from 40/10 fibre then you don’t need a new router. If you have upgraded from ADSL and you have a Plusnet Hub Zero then if it’s still working you haven’t yet been upgraded.

A useful check is to put your phone number in here. Read through and see if there’s a reference to an open order with a completion date. If so this is the currently programmed date to do the work.  https://my.btwholesale.com/includes/adsl/adsl.htm?s_cid=ws_furls_adslchecker

 

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

Arclight
Newbie
Posts: 4
Registered: ‎01-04-2020

Re: When will router for upgrade to Fibre Extra be delivered

Hi

The wholesale page provides no date nor open order details.

The speed test shows my mbps speed is still very low:  <10mbps

dvorak
Moderator
Moderator
Posts: 28,538
Thanks: 6,307
Fixes: 1,459
Registered: ‎11-01-2008

Re: When will router for upgrade to Fibre Extra be delivered


Moderators Note


This topic has been moved from Fibre to My Orders

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Baldrick1
Moderator
Moderator
Posts: 9,639
Thanks: 4,330
Fixes: 346
Registered: ‎30-06-2016

Re: When will router for upgrade to Fibre Extra be delivered

@Arclight 

You didn't say what hub you are using. There's currently two explanations. Either you've not been upgraded or your fibtr connection is running slow. If you're using a hub zero then it's the former. If it's the latter then all you might need to do is drop the line then reconnect.

Moderator and Customer
If this helped - select the Thumb
If it fixed it,  help others - select 'This Fixed My Problem'

Arclight
Newbie
Posts: 4
Registered: ‎01-04-2020

Re: When will router for upgrade to Fibre Extra be delivered

Hi

It's a Hub One. I've tried bouncing it several times over the last few days to no avail.

I'm still getting 40/10.

Could it just be that I've not been upgraded yet?

Arclight
Newbie
Posts: 4
Registered: ‎01-04-2020

Re: When will router for upgrade to Fibre Extra be delivered

Hi

I can confirm that I am still getting 40/10 in terms of speed.

Is it just a case of my package not being upgraded yet to the 'Extra' aspect?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,215
Thanks: 1,080
Fixes: 407
Registered: ‎01-01-2012

Re: When will router for upgrade to Fibre Extra be delivered

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

I've placed an order to change this for you which will complete Wednesday morning

Let us know if you're still having issues after then

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team