cancel
Showing results for 
Search instead for 
Did you mean: 

upgrade package.

FIXED
Kpfran
Grafter
Posts: 41
Thanks: 5
Registered: ‎31-12-2014

upgrade package.

Good morning,

i am presently on Plusnets Unlimited Fibre broadband package 32mb speed.On Tuesday i accepted a Plusnet offer to upgrade to Unlimited Fibre Extra 72 mb speed for £23 per month on a 2yr contract.I received the confirmation email for the upgrade stating the new speed and package would start on Wednesday the 7th.

As of this morning after doing a speed check i am still only getting 32mb speed.

I was wondering if anyone else has done a similar upgrade lately and how long it took for their speed to increase ?

22 REPLIES 22
dvorak
Moderator
Moderator
Posts: 29,473
Thanks: 6,623
Fixes: 1,482
Registered: ‎11-01-2008

Re: upgrade package.


Moderators Note


This topic has been moved from Broadband to My Order

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
Browni
Aspiring Hero
Posts: 2,673
Thanks: 1,054
Fixes: 60
Registered: ‎02-03-2016

Re: upgrade package.

I am afraid that if you could only get 32Mb/s on the Unlimited Fiber package changing to the Unlimited Fibre Extra package won't increase your speed.

Did Plusnet supply any estimates indicating your expected speed?

Townman
Superuser
Superuser
Posts: 22,922
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: upgrade package.

Have you restarted the router?

Check your ticket history (PN ticket link below) to see if there are any recent changes on the account.

EDIT: @Browni - good call!!  If 32mbps is all that line will do, it is somewhat surprising that the upgrade was permitted.

 

@Kpfran what do the router stats report?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Kpfran
Grafter
Posts: 41
Thanks: 5
Registered: ‎31-12-2014

Re: upgrade package.

i was on the plusnet fibre extra package 6 months ago and was getting speeds of 70mb.Downgraded due to costs at the time so i know my line is capable.

Kpfran
Grafter
Posts: 41
Thanks: 5
Registered: ‎31-12-2014

Re: upgrade package.

i know the line is more than capable of 72mb as i used to be on the Unlimited fibre extra a few months ago before downgrading due to costs at the time.

Browni
Aspiring Hero
Posts: 2,673
Thanks: 1,054
Fixes: 60
Registered: ‎02-03-2016

Re: upgrade package.

That begs the question why were you only getting 32Mb/s?

You should have been synching at 40Mb/s and speed testing around 37Mb/s.

Kpfran
Grafter
Posts: 41
Thanks: 5
Registered: ‎31-12-2014

Re: upgrade package.

router stats are current rate....upstream 9999  downstream 40000. max rate upstream 26893     downstream 78354

Browni
Aspiring Hero
Posts: 2,673
Thanks: 1,054
Fixes: 60
Registered: ‎02-03-2016

Re: upgrade package.

Where does the 32Mb/s come from?
Kpfran
Grafter
Posts: 41
Thanks: 5
Registered: ‎31-12-2014

Re: upgrade package.

speed test just completed...Ping 25ms......Download 30.93......Upload 11.49

Townman
Superuser
Superuser
Posts: 22,922
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: upgrade package.


@Kpfran wrote:

router stats are current rate....upstream 9999  downstream 40000. max rate upstream 26893     downstream 78354


That indicates that the upgrade is not active.  As above, have you restarted the router?  If the product change has been applied, the sync speed will not change until the router is restarted.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Kpfran
Grafter
Posts: 41
Thanks: 5
Registered: ‎31-12-2014

Re: upgrade package.

sorry my mistake,the present package im on states 38 - 40 estimated speed on the unlimited package.

Townman
Superuser
Superuser
Posts: 22,922
Thanks: 9,538
Fixes: 158
Registered: ‎22-08-2007

Re: upgrade package.

In that case, check the tickets on the account to see what is happening under the covers.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Kpfran
Grafter
Posts: 41
Thanks: 5
Registered: ‎31-12-2014

Re: upgrade package.

yes i have rebooted the router twice this morning.

Browni
Aspiring Hero
Posts: 2,673
Thanks: 1,054
Fixes: 60
Registered: ‎02-03-2016

Re: upgrade package.

The upload speed on your speed test is higher than the upload synch speed, that shouldn't happen!

Are you using WiFi to measure your speed rather than a wired connection?