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when will my fibre upgrade happen?

tobyblake
Hooked
Posts: 7
Thanks: 1
Registered: 13-09-2016

when will my fibre upgrade happen?

Hello,

I recently upgraded to fibre unlimited.  However, the communication from Plusnet on when and how this process will take place seems very poor.

 

On completion of the order I was told "You'll move to this product on 05/09/2016".  I phoned the day before this, as I was concerned that I had not yet received the fibre router.  I was told the upgrade would take place on 13/09 (i.e. today).  I have since received the router, but no more communication from plusnet...

 

Can someone tell me if this upgrade will still occur today?  Will I receive any notification before or after this process?

 

Toby

 

11 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,034
Thanks: 742
Fixes: 165
Registered: 25-03-2015

Re: when will my fibre upgrade happen?

Hi @tobyblake Welcome to the community forums.

 

Apologies for any confusion around the date the fibre upgrade is due to complete.

 

I've checked your order and this is still due to complete at some point today.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
tobyblake
Hooked
Posts: 7
Thanks: 1
Registered: 13-09-2016

Re: when will my fibre upgrade happen?

Hi Harry, thanks for the quick reply.

 

Cheers

Toby

 

tobyblake
Hooked
Posts: 7
Thanks: 1
Registered: 13-09-2016

Re: when will my fibre upgrade happen?

Hi @HarryB - it seems the upgrade didn't happen yesterday.  I have heard nothing from plusnet.  Please advise (I don't really have the time to spend another 30minutes+ waiting on hold)

 

Toby

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,034
Thanks: 742
Fixes: 165
Registered: 25-03-2015

Re: when will my fibre upgrade happen?

Sorry to see the order didn't complete Sad

 

I've just checked this and we received a delay notification from out suppliers 00:02 14/09/16.

 

Leave this with me and I'll chase this up later today for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
tobyblake
Hooked
Posts: 7
Thanks: 1
Registered: 13-09-2016

Re: when will my fibre upgrade happen?

@HarryB - thanks!

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,034
Thanks: 742
Fixes: 165
Registered: 25-03-2015

Re: when will my fibre upgrade happen?

I haven't had chance to chase the order up yet, however the good news is that I've just checked it and it has now completed.

 

If you disconnect/reconnect your router you should see an increase in speed Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
tobyblake
Hooked
Posts: 7
Thanks: 1
Registered: 13-09-2016

Re: when will my fibre upgrade happen?


If you disconnect/reconnect your router you should see an increase in speed Smiley

 

Thanks @HarryB - I'm online now.

Plusnet Help Team
Plusnet Help Team
Posts: 4,034
Thanks: 742
Fixes: 165
Registered: 25-03-2015

Re: when will my fibre upgrade happen?

Glad to hear that. Thanks for letting us know Thumbs Up

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
tobyblake
Hooked
Posts: 7
Thanks: 1
Registered: 13-09-2016

Re: when will my fibre upgrade happen?

Thanks for your help @HarryB

 

Although I'm happily online now, it's worth noting that, during this entire process, I received no communication whatsoever from plusnet about the upgrade - when it was going to happen, when it didn't happen, when it had happened, etc.  This is very poor communication with your customers.

 

Cheers

Toby

 

Plusnet Help Team
Plusnet Help Team
Posts: 4,034
Thanks: 742
Fixes: 165
Registered: 25-03-2015

Re: when will my fibre upgrade happen?


tobyblake wrote:
This is very poor communication with your customers.

I appreciate that and completely agree with you. This is something I have (and continue) to pass feedback on about so we can get some improvements made on that side of things.

If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Help Team
tobyblake
Hooked
Posts: 7
Thanks: 1
Registered: 13-09-2016

Re: when will my fibre upgrade happen?

So, on first few days of fibre, we had 40Mbps.... now we seem to be down to ~8Mbps, which is slower than before the upgrade.