Full Fibre upgraded but no speed increase.

[#1]

Hi my speed was supposed to be increased yesterday to 500 package. Got the email it has been done but no speed increase. Everything is still the same.

[#2]

Still the same speed today.

My account shows what I should be getting but my speed says a different thing.

[#3]

That's really weird. I did the same thing as you and got my speed increase before I got the email. There was a couple of disconnections at 1am for 1/2 hour and 2am for 3 mins, but I didn't have to do anything else.

I assume you've rebooted your router to eliminate any odd issues?

[#4]

Hiya, thanks for your reply. Yeh I have rebooted 3 or maybe even 4 times now.  Hopefully it will happen soon. Meanwhile I am playing Diablo 4 to keep myself occupied.

[#5]

Hi @adamwalker My account is now showing 550Mbps but I'm still capped at the 300Mbps Full fibre package.

[#6]

Hey @shazzbot, I've checked your account and there seems to be an issue with the order. The issue is with the Suppliers, unfortunately, we don't have a timescale of when this will be resolved.   

[#7]

Plusnet are my supplier… And my account says upgrade has gone through, just my speed hasn’t. Didn’t have this problem 4 months ago when I upgraded from 150 to 300. What on earth is going on?

[#8]

We're just as confused as you are. Everything is showing as complete but the speeds haven't changed on the Suppliers system. This is an issue they're aware of. The Suppliers system we mean Openreach.

[#9]

@ClaudiaG23  Your suppliers may be aware of the issue but judging by the number of other customers who also have speed upgrades that have failed, Openreach appear to be taking their time about it, with a total lack of urgency, sounds about right for them, they seem to have no idea what escalation means.🙄

[#10]

yeh it's rather frustrating. Been waiting since 23rd of May now. 

[#11]

Thank you for taking the time out to let me know, Claudia. Most appreciated.

[#12]

@shazzbot - from what I can determine, your line has not been regraded Openreach side. There have been some attempts to rectify this to no avail.

I have just placed a manual order to modify the circuit which I expect to complete within a day or two. Let me know how you get on...

[#13]

Hi @bobpullen Thank you so much. Will let you know for sure

[#14 · Accepted solution]

@shazzbot - the regrade order is now complete so feel free to give things another go.

[#15]

@bobpullen Hiya, Yep it's looking like that did the trick! Thank you! 😁