Launch of new Plusnet Fibre Products - 80/20 and 250GB usage allowance

[#1]

Yes my OpenReach box is now in the extension, which means it's "outside" the structure the original house.  Any wireless from the router has to get through a double-skinned wall, and it doesn't often make it.  However with a Homeplug extender in the middle of the archway between the living room and dining room and I've only got internal partition walls to content with.  We get better reception on the next floor from the HomePlug than we do from the router on the same floor!
Anyway I like the Netgear, and those 4 LAN ports in the back will be feeding into a 4-socket box on the wall which will go down to the office (where the rest of the PCs are) and up through the new ceiling to the 3 bedrooms above. 

[#2]

I've upgraded to Extra Fibre from Value Fibre 40/2 via the 80/20 trial.  I can't get into my webspace now.  (Website unavailable via browser, access denied via ftp.)  This is worrying because there are some important files backed up there.
Can I have my webspace back please?  I didn't get any warning that you were removing it.

[#3]

Hello - I am still having problems with the upgrade from the old Fibre package to the new Extra Fibre package and wonder if somebody could help please?
On 29th August I wrote the following message to the Support Team:
Hello - on 21 August I placed an order online to upgrade my package to the new Extra Fibre with up to 80 Mbps/20 Mbps speeds and 250GB allowance. Although my account shows I have been upgraded to 250GB allowance (thank you) I still haven't had the speed increase. My line is still at 38 Mbps, and it is now over the quoted 5 days wait.
Also, at the same time I placed an order for the new router and paid the postage and packing, but I have not yet received this.
Could you please look into this for me? Many thanks indeed in anticipation of your reply, much appreciated.
Best wishes
-------------
Earlier this morning I got the following response back:
Thank you for your query. I have looked into the issue with the speed for you and when you placed the upgrade we amended the systems to be ready for this. Unfortunately between doing this and the order completing we had a speed update from the exchange which set your line to the speeds it was running then.
I have therefore corrected the problem and the speed should increase in the next hour.
Please get back to us if you are having issues after this.
Please do not hesitate to get back in touch online at http://contactus.plus.net or by phone on 0800 432 0200 or 0345 140 0200 if we can be of further assistance.
Kind regards,
----------------
It is now 1 1/2 hours later and my line speed remains the same as before, i.e. around 37 Mbps download and 1.6 Mbps upload.  I would really appreciate it if somebody could check on this again as my profile in my Plusnet account does say it should get at least 55 Mbps download now (current line speed set to 78 Mbps), and hopefully a big increase in the upload speed too which is what I am really after.  I have rebooted both the BT Modem and my router and my computer but I'm still on the old speeds.
Also, no mention was made in the message above of the new router that I ordered and paid for.  Could somebody also look into this as I haven't yet received it?
Thank you!  Much appreciated.

[#4]

Hi chatford,
I have checked your line and I can see that your profile is still on the 40/2 package. I have placed an order to amend this and it will complete tomorrow.
In regards to your router, it has been dispatched today, I cannot actually see why there was a delay with this but it will be with you any day.
Let me know how your speeds are, as I said by the end of tomorrow they should of increased.
Chris

[#5]

Thanks Chris, much appreciated.

[#6]

I've been out of the loop for ages, and therefore only recently saw that the 80/20 trial had come to an end and the new 250GB product.
I duely used the product change thing and changed up to the new product, on the understanding that as a trialist, I would not b signing a new 18 month contract, and that the change would not take place until my monthly renewal date.
Couple of questions.
1) I received no email confirmation, nor is there anything in my online ticket thing, to indicate i have asked to changed products.
2) i have previously paid for my line retail 1 year up front. However the change product thing insisted that my monthly payments would include a line rental, is that just a mistake ?
Ian

[#7]

Hi Tangey,
I've have checked your account and you are scheduled to change package on the 14/09/2012. There was no email sent, this is something that we are looking at implementing hopefully in the near future.
Your line rental saver is still active on your account and your line rental has been paid up in-front.
I hope this answers your questions, anything else then just ask.
Chris

[#8]

Hi Chris - am now getting a good 56 Mbps down and 16 Mbps up now this morning.  I know my line won't take more but that's excellent!  Thanks for sorting this,  much appreciated.

[#9]

Our billing date has come & gone, and our shift to the new "Fibre Extra" account has happened correctly... at least as far as the headline changes are concerned.
However, I'm not sure the "no new contract" part has gone to plan. When I look at the "Account Summary" page on the portal, I can see 4 different (active) charges labelled "upon cancellation" - and they can't all be right!
I see these:

Quote

[tt] 03/06/2011 - Extra Fibre Profit Foregone Contract (18 months) £18.00(upon cancellation) Activated 09/12/2011 - Free House Move £65.00(upon cancellation) Activated 06/09/2012 - Deferred FTTC (with WLR) activation contract for 12 months £25.00(upon cancellation) Activated         - - Cessation charge £25.00(upon cancellation) Activated[/tt]

We originally started out on the FTTC trial (ordered March 2011, installed with mucho help from Adam in June 2011) at 40/10, so shouldn't have been on a minimum contract at all. I don't see why the first item is there.
We then moved house, so I can see why the second item is there.
We then took part in the 80/20 trial in February 2012.
We then swapped to the new Fibre Extra package, active September 2012. However, having been in the 80/20 trial, there shouldn't be a minimum contract period there either. I don't see why the 3rd item is there.
And unfortunately, I can understand the final item 
Should those 2 items be present?

[#10]

Quote

[tt] 06/09/2012 - Deferred FTTC (with WLR) activation contract for 12 months £25.00(upon cancellation) Activated [/tt]

I got the same (different date), raised a ticket and was assured it was not applicable having been on the 80/20 trial and would be removed, unfortunately it's still there.

[#11]

I'm one of the few triallists who won't be switching to the new Extra Fibre package, so I'll be downgraded on Sept. 14th. What can I expect to see, and is there anything I'll need to do, when it happens?
I'm thinking that my BT IP profile will change from its current 56.44mb/s to something like 39, and that my Plusnet profile will switch from its current 40mb to 37mb. Will I need to disconnect/reconnect my router?
Graham
ps. If my speeds had stayed at or about the level they were when the trial started, I might have been a bit more tempted to stay on the 80/20 service - although I don't need the extra usage so I still might have stuck with the Value package. But my BT profile shifted from 67 down to 59, back up to 65, then down in stages to 56. I can't complain too much about that, as the BT FTTC availability checker says I should be getting a throughput of 54.6 down (my current real throughput is around 52) - although it also says I should be getting 18 up, and I've never got more than 16 and am currently getting 14.

[#12]

Hi there,
Sounds like you've got it pretty much spot on - there'll be no need to reboot or anything, all that should happen automatically but the profile changes you've stated sound right. Given what you've said as well not upgrading sounds like the path of wisdom, certainly if you've no need for that much usage.

[#13]

Thanks, Matt. The new Extra Fibre service is still tempting, though, and it's certainly a good deal for people who can get the extra speeds and need the extra usage.
I'll be interested to see what speeds I actually get on the 40/10 service. Given that my line can support faster speeds, I should get something close to the maximum - but there may be a whole different DLM ball game with the new profile.
Graham

[#14]

No new DLM, the change will just cap your sync (which will, of course, reduce your throughput). The best part is, as your line is capable of higher sync speeds you'll be running at a higher SNR margin and it should become ultra-stable (assuming no line faults develop), the DLM may then reduce or remove interleaving (if it is currently on) making your line just that little bit more 'responsive'.
With luck you should see something around 37 down, 8 to 9 up and good pings.

[#15]

That all sounds good. Thanks for that info, w23. I think interleaving is already off, as I've been getting ping times of 8-10ms recently. There were periods in the trial when my averages were 18-19 (intermediate interleaving?) and 36-38 (high). This is on speedtest.net results. The BT beta speedtester consistently gave higher pings, ranging from about 18 to 45 and with no correlation to the speedtest.net figures.
I'll report one set of results after the change has happened, but I'll then stop, as they won't be relevant to this thread.
Graham