Incorrect profile / provisioning error 500/68 running at 325/49

[#1]

Hi,

I'm looking for a higher technical level of support with my FTTH connection installed February this year. When the BT engineer completed the install he stated I should be expect 330/50 (I took a photo of the job sheet) which I said was incorrect and should be 500/68 as that's what I signed up for.

Testing back in Feb and now today with speedtest.btwholesale.com its still showing 325/49 which is very similar to that sheet. (testing using wired to router and then direct with ONT)

I did raise it with plusnet support at the time who logged an issue on it (said it was resolved) and I called today and they basically said its above minimum guarantee we cant do anything.

My basic level of understanding leads me to think I have been provisioned on the wrong profile and it needs updating.

I look forward to your assistance. 

Thanks

[#2 · Accepted solution]

Hi @roostyla and welcome to the forum.

I'm not sure why this wasn't spotted by support, however you have clearly been provisioned on the wrong product.

I have placed a regrade order that should hopefully complete tomorrow to uplift you to the 550/75 service.

I've also requested that they Billing Team refund a full month's service in way of recompense.

Apologies for the hassle.

[#3]

Bob thank you so much, I must admit I nearly accepted my fate after todays call! The colleague on the phone was very pleasant but not as knowledgeable as I hoped.

That's very generous of you to refund a month for me. I did have another request if its possible. I claimed the £75 reward card within the time limit and received it (it has expiry date of 2024)  When trying to the activation process however it failed and the team said I needed to do this within 3 months. I didn't realise there would be a second time sensitive requirement on it and it appears i missed it by 10 days or so.

Would it be possible to add a little more on the refund to bring it up to the full value? Or can I request as new card sent out as this one is now void.

Thanks

[#4]

@roostyla - would love to help but I wouldn't know where to start with the reward card element and I'm at the limit of what I can do in terms of refunding

Hopefully one of the support team will be along at some point to advise, otherwise it might require another call to the helpdesk.

Apologies I can't be of more assistance.

[#5]

Hi @roostyla 

I'd recommend contacting our reward card team on 0344 800 6435 or raising the form here to see what can be done

[#6]

ok Matt Ill give that a go. thanks.