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another upgrade to fibre & no email confirmation.

bravoecho75
Dabbler
Posts: 19
Thanks: 2
Registered: 12-05-2013

another upgrade to fibre & no email confirmation.

Upgraded just before Christmas.  New router has arrived, but didn't get any email with speed range, dates etc.  Account details look correct.  What are the numbers, and when am I supposed to be upgraded?

8 REPLIES
geek26
Aspiring Pro
Posts: 192
Thanks: 31
Fixes: 2
Registered: 20-08-2016

Re: another upgrade to fibre & no email confirmation.

That's strange you normally only receive the router a few days before you go live, how long ago did you receive the router?

Hopefully someone from Plusnet will pick this up in a bit

James

Community Gaffer
Community Gaffer
Posts: 532
Thanks: 401
Fixes: 11
Registered: 29-09-2011

Re: another upgrade to fibre & no email confirmation.

Hi @bravoecho75

Sorry that you haven't received an email regarding the speed range that you can expect to achieve when your order completes, I've resent that along with a breakdown of the costs and any discounts you've agreed and that should be with you now.

 

Your order is committed to complete on the 10th January and can go live right up to midnight on the day, if there are any problems drop me a message here and I'll take a look for you.

 

Thanks

 Jono H
 Plusnet Help Team
bravoecho75
Dabbler
Posts: 19
Thanks: 2
Registered: 12-05-2013

Re: another upgrade to fibre & no email confirmation.

Oooh,  oooh, tomorrow!

 

How will I know?  The Hub one has been happily whirring away on ADSL for a week or so, will it cut over automatically, or will I need to force a reconnect from my end?

Community Gaffer
Community Gaffer
Posts: 532
Thanks: 401
Fixes: 11
Registered: 29-09-2011

Re: another upgrade to fibre & no email confirmation.

Usually the router will automatically change to fibre once the upgrade completes but if you're having problems restart the router and if that doesn't work let me know and I'll take a look for you.

 

 

 Jono H
 Plusnet Help Team
bravoecho75
Dabbler
Posts: 19
Thanks: 2
Registered: 12-05-2013

Re: another upgrade to fibre & no email confirmation.

Thanks for that.

 

How do you let me know that the work is done and I should be seeing the higher speeds?

Community Gaffer
Community Gaffer
Posts: 532
Thanks: 401
Fixes: 11
Registered: 29-09-2011

Re: another upgrade to fibre & no email confirmation.

The account will change over to fibre at midnight on the day of activation and we will send you a notification confirming this, the we're just awaiting the change over to complete and once this happens you should automatically and immediately get the higher speeds.

 

However, as we know things don't always go to plan so if something doesn't or you have any questions please don't hesitate to contact me Smiley

 Jono H
 Plusnet Help Team
bravoecho75
Dabbler
Posts: 19
Thanks: 2
Registered: 12-05-2013

Re: another upgrade to fibre & no email confirmation.

OK.  So it's basically down to observing that the service improves (or not!) - there's no process feedback chain from when the person presses the button/closes the cabinet door back to me.

 

I'll be able to tell pretty accurately by the cessation of the "when's the internet being upgraded" cries from my kids.

Thanks

 

Plusnet Staff
Plusnet Staff
Posts: 2,123
Thanks: 361
Fixes: 114
Registered: 22-08-2015

Re: another upgrade to fibre & no email confirmation.

Just to add, once the work has been carried out and the order completes, you should receive another email to let you know. As well as the cries you've mentioned Smiley

 

I believe the email would advise you that your upload speed has changed. (And, consequently your download speed as well).

I've joined the Plusnet Help Team as of May 2017. As such, I have a new forum account. Please direct any queries to @Gandalf. Thanks

 Anoush Mortazavi
 Plusnet Support