Low upload speeds on FTTP Trial
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Low upload speeds on FTTP Trial
26-07-2019 12:07 AM
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I can’t seem to open tickets on my account any more either. I want to give them another chance at increasing the up speed before I leave after a decade with them (violins playing) - does anyone know how to get in touch with the fttp people?
Re: Low upload speeds on FTTP Trial
26-07-2019 10:11 AM
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Hi @Moutonfish,
I've had a look over the account and there are a few different options for proceeding with this. I've responded in more detail Here.
I do apologise for how this has been handled over the previous contacts this year, but if you could drop a reply on the ticket advising which of the options you'd like to proceed with, I'll make sure that's picked up and actioned accordingly as soon as possible for you.
Re: Low upload speeds on FTTP Trial
09-08-2019 5:12 AM
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Re: Low upload speeds on FTTP Trial
09-08-2019 10:18 AM
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Thanks for getting back to us,
As @HarryB has moved on to a different department I've taken a look into this and it appears that your speeds are being restricted by the previous product's profile. Could you reboot your router as this will drop your connection allowing the new profile to take effect and you should see much higher speeds closer to 80mbps following that.
Let us know how it goes.
Re: Low upload speeds on FTTP Trial
04-09-2019 5:58 AM
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On a slightly less heartening note, I’ve had another “there’s been a problem with your bill” email.
In the past this has meant they haven’t billed me for a month or so, and then when they do all my credits somehow go missing. (Should be a total credit of £17.03 on there now).
Please could one of your team preempt this so I’m not chasing for the next six months (again)? Thank you again.
Re: Low upload speeds on FTTP Trial
04-09-2019 10:50 AM
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Hi @Moutonfish thanks for getting back to us. I'm glad to see that your speeds are where they should be now. With regards to your account billing, unfortunately it looks like your product change to fibre extra is stuck in the billing engine so we've temporarily suspended the billing on your account while we resolve this to avoid incorrectly charging you.
I've checked the credits and I can see they're stacked up to come off your next generated bill so I'd expect that to happen. Once we've generated your bill if you find that anything is wrong with it for any reason, feel free to post back or send me a PM and we'll be happy to ensure things are corrected.
I hope this helps.
Re: Low upload speeds on FTTP Trial
23-12-2019 1:27 PM
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Re: Low upload speeds on FTTP Trial
23-12-2019 1:50 PM
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Hi @Moutonfish
Thanks for highlighting this - I've raised a complaint ticket for you here with further details.
Best wishes
Dave
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