Your Minimum Guaranteed Speed wasn't available

[#1]

Hiya,

I'm a little confused... I've just upgraded/swapped package from "Unlimited Fibre with Phone" to "Fibre" as we don't really need the phone. All the way through the upgrade/swap, it listed out "minimum guarateed speed" as 32.8mbps which is fine. Even in the pre contract PDF that was sent through, the minimum guuranteed speed was 32.8mbps. I took screen shots through the process that also confirm this.

In the confirmation email though, it states:

At peak times, we estimate that you'll get the following speeds on your line:
Download: 36 - 40Mb
Upload: 6 - 7Mb 

Your Minimum Guaranteed Speed wasn't available at the point you placed the order but we'll continue to place your order as agreed with you. 

Here are some additional off-peak speed estimates for your line
Maximum download speed: 40Mb, Maximum upload speed: 7Mb, Minimum upload speed: 6Mb

I'm a little worried now, as this is in contradiction to all the other information I was given and I obviously want the minimum guaranteed speed recorded as its my only recourse if I do suffer speed issues as I have in the past.

Should I be worried, or is just a glitch in the email?

[#2]

Hi @dfects sometimes systems can't speak with each other to generate a minimum guaranteed speed, however, all advisor's have access to this system so we'll know what you speed should be if there is any issues, and we mainly work against the average, we'll work to try and get you to close as the lowest estimated speeds as possible. 

[#3]

Hiya Claudia,

Thanks for the reply I appreciate you may always attempt to get the best speed possible for customers, but is the minimum guaranteed speed not a protection for customers so that if a reasonable or promised speed was not achievable, they can seek early termination of their contract without fees? It was also sold to me with a minimum guanrateed speed shown on every page and in my pre contract document, It feels misleading to then not actually record that if that is indeed the case?

Is there any way to check if this was recorded against my order/account at all and that just the email itself was incorrect?

[#4]

@dfects Once the package has gone live, there will be a check of your line speed automatically and this is sent out in an email. This is normally around a week later. I'll check your account the day you do go live to see if this generates and I'll also keep an eye on it for a week to make sure this sends out, if it doesn't show the minimum guaranteed then, I can raise this and get it investigated.

[#5]

Thanks again Claudia for the reply and thanks for offering to keep an eye on this for us.

I am still concerned that if something does impact our line after the package is put live, the speeds our line reports and the resulting minimum guaranteed speed could be lower than what we were shown and made a purchase decision on when ordering (32.8mb). I'm not sure what changes are involved and their likelihood to impact our lines attainanble speeds, hopefully there isn't any as our line has been stable for a long time now.

Having stable and well performing internet is important for us as we rely on it to work from home, so hoping we can get this information within 14 days.

[#6]

Hi @dfects I hope you had a nice New Year.

I can see that your Minimum Guaranteed Speed has been added to your account on the 2nd January. You can view this here https://www.plus.net/wizard/?p=view_service_notice&id=635938841