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Discrepancy of maximum speed between order page and confirmation email

Sebtomato
Grafter
Posts: 101
Registered: 21-01-2013

Discrepancy of maximum speed between order page and confirmation email

Hi,
Just to report a bug:
I placed an order yesterday for Unlimited Fibre. Speed displayed on the order page was 59mbps down speed.
However, on the email order confirmation received, Estimated Broadband Speed has become 40 Mbps
Thanks,
Seb
11 REPLIES
Community Gaffer
Community Gaffer
Posts: 5,111
Thanks: 443
Fixes: 5
Registered: 04-04-2007

Re: Discrepancy of maximum speed between order page and confirmation email

Yep.  that's a problem.  It's likely also that you've been placed on 40/10 instead of 80/20 as well.  We'll place an order for 80/20 as soon as you activate though and will take affect within a day or 2.
Sorry about the mistake!
Kelly Dorset
Broadband Service Manager
Sebtomato
Grafter
Posts: 101
Registered: 21-01-2013

Re: Discrepancy of maximum speed between order page and confirmation email

Thanks.
When I called this morning to provide my MAC migration code, the support person told me that my order was correct and it was more a display issue on the email.
Therefore, not sure what I will get now, and if Plusnet would restrict artificially my speed to 40mbps, because I was put on the wrong package (although I did select the correct one).
Moderator
Moderator
Posts: 26,428
Thanks: 1,455
Fixes: 83
Registered: 14-04-2007

Re: Discrepancy of maximum speed between order page and confirmation email

As Kelly says you will probably get a 40/10 which will subsequently be upgraded to an 80/20.
Something for you to keep an eye on though and raise a ticket or post back here if it doesn't.

Customer and Forum Moderator.

To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
SuperSaiyan4
Grafter
Posts: 77
Registered: 20-01-2013

Re: Discrepancy of maximum speed between order page and confirmation email

Well that's funny because I queried this straight away with plusnet on the phone they said because 76mb was too new their inhouse systems e-mail didn't have the updated 76mb info and it would automatically show 40mb so looks like what they said was rubbish?
Community Gaffer
Community Gaffer
Posts: 5,111
Thanks: 443
Fixes: 5
Registered: 04-04-2007

Re: Discrepancy of maximum speed between order page and confirmation email

They got it wrong, yeah.  We'll check that and reiterate.
Kelly Dorset
Broadband Service Manager
les37b
Grafter
Posts: 75
Registered: 26-12-2012

Re: Discrepancy of maximum speed between order page and confirmation email

Quote from: Kelly
Yep.  that's a problem.  It's likely also that you've been placed on 40/10 instead of 80/20 as well.  We'll place an order for 80/20 as soon as you activate though and will take affect within a day or 2.
Sorry about the mistake!

I had exactly the same with my order.
Ive been told not to worry 'cos its down correctly as 68Mb not 40 - and I had an email confirming this.
However it throws up something else. My account was opened going via topcashback. Obviously the amount depends on the account taken and Ive seen remarks where youve declined because of alleged connection changes by the customer.
Youve got my custom purely because of this offer. (Virgin currently pay over £200 for new BB and phone customers.)
Can someone confirm this system error that appears to happen a fair bit will not affect my cashback?
My connection is due for the 23rd, so its essential I get this reassurance. 
Apologies to the OP for the hijack, but it lends itself to my issue.
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Discrepancy of maximum speed between order page and confirmation email

Hi les,
Just confirmed that for you on the cashback chasing thread Smiley
Grff
Grafter
Posts: 352
Thanks: 2
Registered: 02-08-2007

Re: Discrepancy of maximum speed between order page and confirmation email

Quote from: SuperSaiyan4
Well that's funny because I queried this straight away with plusnet on the phone they said because 76mb was too new their inhouse systems e-mail didn't have the updated 76mb info and it would automatically show 40mb so looks like what they said was rubbish?

When I queried my speed 'concerns' in December regarding my estimate of 55mb, and then receiving an activation e-mail of 40mb, I was told;
Quote
We are sorry that the final speed is not as high as the initial estimate. Those first categorizations of your lines capability are estimates, and sometimes the physical properties of the line between the exchange and your property mean it is not technically capable of supporting those average speeds at the exchange that the estimate is based on.

I hope the Customer Services guys are aware of some people being on the wrong speed, and checking this out before churning out the 'speed is an estimate' line.
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Discrepancy of maximum speed between order page and confirmation email

Quote
I hope the Customer Services guys are aware of some people being on the wrong speed, and checking this out before churning out the 'speed is an estimate' line.

The problem causing people to be ordered on the wrong speed is fixed, we're cleaning up any that were submitted incorrectly too.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Sebtomato
Grafter
Posts: 101
Registered: 21-01-2013

Re: Discrepancy of maximum speed between order page and confirmation email

Could someone move me to the right profile (80/20) now my broadband has been installed please?
I have been limited to 40/10 by mistake. I was hoping that this would have been corrected by Plusnet automatically, but does not seem to be the case.
I am currently getting the following speed, on a wired connection:
Download Speed Upload Speed
36027 kbps (4.5MB/s) 7179 kbps (897kB/s)
Thanks,
Seb
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Discrepancy of maximum speed between order page and confirmation email

Hi Sebtomato,
The order would have been placed most likely next week, but I've placed one for you today to complete on Monday. That should move you to the faster service, sorry you were put on the wrong one to start with.