When to expect the full fibre upgrade to happen

[#1]

Hi, I’ve just upgraded my full fibre from 145 to 300. And the activation email said it would be activated on the 15th. ( yesterday). Nothing seems to have changed speed wise since the activation date has passed. And in my account it still says there’s an upgrade pending and I can’t change my account due to this upgrade. So I’m just wondering what happens next and when I may expect the upgrade to take place? Thanks for any advice.

[#2]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#3]

@Star-Light100 

Try a router re-boot and/or an ONT re-boot.

If that doesn't work either phone PN Support or hope a staffer picks up on this thread reasonably quickly.

Brian

[#4]

I’ve been trying hub / ONT re boots on and off. Still the speed is the same. But thank you for the help.

[#5]

Hi @Star-Light100 

It looks like the order to upgrade the speed has got stuck on our supplier's systems which is why you've not seen an increase in speed yet.

I've spoken with our suppliers who have advised this should sort itself out in the next 48 hours

[#6]

@Star-Light100   Wait another 24 hours is a common response from Plusnet's suppliers be it BT Wholesale or Openreach, there have been a number of cases where the speed upgrade just doesn't happen and nobody seems to know why.

As it is only a configuration change that should only take a minute to carry out it's difficult to understand why there are problems with these orders and as for being stuck in the system that's another frequent excuse.😵

[#7]

Still no upgrade yet. Still on my old speeds.

[#8]

I’ve now had a completed email saying it’s all done and I’m on the new plan. I’ve phoned up and was told to reset and restart both boxes. And told to wait till this morning and try again. I’ve done all that and I’m still on my old speeds. I really don’t believe I’ve been switched over yet as the speeds are exactly as I would expect from my old plan.

[#9]

Still no change in speed. I’ve been told I need to wait till the 24th July now for any increase in speed. I still don’t think Ive been switched over to the 300 mb down load, when I’m still getting the same speeds as on the 145. I’m still get just 145 max down load and 40 to 50 upload. This can’t be right?

[#10]

Sorry to hear this is still ongoing @Star-Light100 

We can see where the issue lies but the system isn't letting us fix it automatically 

We will try lowering and moving your speeds back up on our supplier's systems.

All being well this should be sorted for you on Thursday 

[#11]

Hi, just checked my speeds and nothing has changed sadly. I understand if you can’t fix the issue in 30 days I can leave my contact. Is that still the case? I’d like to escalate this issue please as I don’t understand why it can’t be resolved after so much time has passed.If you can fix it, that’s great. If not then after the 30 days of non service I will be leaving and going with an ISP that can provide what was promised. I’ve done everything at my end to get this sorted, but here we are still on my old speeds, same as day one.Thanks

[#12]

Sorry to hear this is still ongoing @Star-Light100 

The orders we've placed to sort this appear to be stuck but should complete on Monday

[#13]

Hi, I’ve just run a speed test just now and I’m getting 147 download and 51.5 upload. So it seems I’m still a long way from getting anywhere near the 300mbps that I’m supposed to be getting. Please advise.

[#14]

@Star-Light100  I did warn you earlier in this thread that Plusnet seem to have big problems trying to action a speed upgrade on FTTP. Looks like you are getting nowhere.

In msg#10 @MatthewWheeler  stated  "We can see where the issue lies but the system isn't letting us fix it automatically"

If that's the case then Plusnet  and/or their suppliers should be able to work out how to fix it.  The bodge to place orders changing the speeds down and back up again hoping it will sort itself out has obviously not  worked.😠

[#15]

Hi, I’ve just run a speed test just now and I’m getting 147 download and 51.5 upload. So it seems I’m still a long way from getting anywhere near the 300mbps that I’m supposed to be getting. Please advise. 

@Star-Light100 whilst there was definitely a problem with the speed upgrade not having happened earlier, can you confirm that those recent speed tests are using a wired connection directly to the router ?