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"Your product change is now complete"

Heloman
Grafter
Posts: 519
Registered: 30-07-2007

"Your product change is now complete"

I am in the process of changing to  Unlimited Fibre..
Today I received an email saying that my product change is now complete. However, the installation date is not for another week yet . It is planned for 02/07/13..
Why do PN think that it is "complete"?
I trust that the accounts department will not start charging for it until the installation has proved successful?
14 REPLIES
Moderator
Moderator
Posts: 18,215
Thanks: 1,576
Fixes: 172
Registered: 11-01-2008

Re: "Your product change is now complete"

you should be able to see in your closed tickets what's gone on...

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Heloman
Grafter
Posts: 519
Registered: 30-07-2007

Re: "Your product change is now complete"

The closed ticket says that installation is booked for next week.
The point I am making is why do I get an email saying that my change to FTTC is now complete, when quite clearly it hasn't even started yet,, apart from the administration.
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: "Your product change is now complete"

Do let us know if you get one in a couple of days telling you that your line speed is 78Mb  Lips are sealed
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Plusnet Help Team
Plusnet Help Team
Posts: 13,089
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Registered: 27-04-2007

Re: "Your product change is now complete"

Quote
The point I am making is why do I get an email saying that my change to FTTC is now complete

Hi there,
It's nothing to worry about, where as the order looks to have been placed fine, someone has not quite followed the right processes and upgraded the account to fibre early.
Sorry for any confusion all the same.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Heloman
Grafter
Posts: 519
Registered: 30-07-2007

Re: "Your product change is now complete"

Thanks, Adam.
It just seemed a very odd email to receive at that stage  Smiley
Heloman
Grafter
Posts: 519
Registered: 30-07-2007

Re: "Your product change is now complete"

Quote from: _Adam_Walker_
Sorry for any confusion all the same.

I think PN have got themselves confused.
I've just checked my Current Line Speed and it tells me it is 78Mb.
In reality (BTW  Performance Test) it is 3.7Mb.  Not surprising as I am still on ADSL and 78Mb would be impossible  Sad
Community Veteran
Posts: 6,313
Thanks: 86
Fixes: 3
Registered: 08-01-2008

Re: "Your product change is now complete"

Quote from: w23
Do let us know if you get one in a couple of days telling you that your line speed is 78Mb  Lips are sealed

Wink
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: "Your product change is now complete"

It's very simple, as Adam explained that someone has upgraded your account to Fibre a little early Huh when you start a Fibre service the Current Line speed is set to 78Mbps for the 80/20 Service before it gets updated by the 'automatic' system to match the BT IP Profile of the new service.
(It's set to 7.15Mbps for ADSL1, 21Mbps for ADSL2+ & 37Mbps for 40/10 IIRC, before the automatic updates occur).
Heloman
Grafter
Posts: 519
Registered: 30-07-2007

Re: "Your product change is now complete"

Yes, understood.
My concern is that "someone" may also have upgraded my extra payments "a little early"  Roll eyes
Superuser
Superuser
Posts: 9,454
Thanks: 793
Fixes: 52
Registered: 06-04-2007

Re: "Your product change is now complete"

What product does it say you are on in the top left-hand corner of the View My Broadband Usage display? I would expect that to reflect what billing will be based on.
David
Heloman
Grafter
Posts: 519
Registered: 30-07-2007

Re: "Your product change is now complete"

Good thinking, spraxyt.
Just checked it and it tells me, surprise,surprise :
"Your Broadband Product
Plusnet Unlimited Fibre -"
There is a button to change that, but as I'm due to upgrade in less than 48hrs I won't bother. I'll just keep a close eye on my billing !
Community Veteran
Posts: 19,100
Thanks: 437
Fixes: 21
Registered: 31-08-2007

Re: "Your product change is now complete"

I'm sure someone from the DCT will ensure you are credited with any incorrect charge should that happen before you actually go live on your Fibre, that's not normally a problem.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: 13-07-2012

Re: "Your product change is now complete"

Hi there,
I've popped a reply onto ticket #71171555 with further details for you.
Heloman
Grafter
Posts: 519
Registered: 30-07-2007

Re: "Your product change is now complete"

Many thanks for that action Chris.