Forum Discussion

lemon13's avatar
lemon13
Tuning in
12 months ago
Solved

XGS-PON Gig1 Symmetrical upload speed addon

Has anyone had any luck adding the symmetrical upload speed addon to existing XGS-PON Gig1 package?

Been on with support @ 03454541111 for 50 mins and they're struggling with it, advisor said I'm the first XGS-PON customer she's had.. 

Just having to escalate as a complaint as not getting anywhere

  • lemon13's avatar
    lemon13
    11 months ago

    Finally got this sorted, guy on Hub5 team (really helpful guy) put a message through to IT team and rang me back

    For anyone else in case this helps, they moved me from package ‘Gig1 Full Fibre Broadband’ to ‘Gig1 Full Fibre Broadband. - Discount - Upload speed add-on’

  • lemon13's avatar
    lemon13
    Tuning in
    12 months ago

    It seems they don't like to have a complaint raised under their name..


    Original operator transferred me to hub 5 team

    Transferred me to retentions

    Transferred me to customer services

    Now want to transfer me to Hub 5 team

    • lemon13's avatar
      lemon13
      Tuning in
      12 months ago

      Got through to a really helpful lady in the UK who stuck with the issue and did a lot of digging (instead of just transferring!), unfortunately still unable to apply symmetrical through so is having to raise a query with commercials and get back to me

  • Roberto88's avatar
    Roberto88
    Tuning in
    12 months ago

    It's not easy! I got symmetric speed added eventually but it isn't straightforward and may cost you. You can read about the experience in another of my posts 🙃

    • fibreking's avatar
      fibreking
      On our wavelength
      12 months ago

      I got it added. It took a few attempts. My theory was I had to wait until there were no recent changes on my account and I was in a new billing period.

      • lemon13's avatar
        lemon13
        Tuning in
        12 months ago

        You may have a point there, I've not yet paid my first bill so it might be worth trying during next billing period

    • lemon13's avatar
      lemon13
      Tuning in
      12 months ago

      Ah I've just had a read of your thread.. looks like I'm in for some pain. It's disappointing they can't process addons like other large companies i.e.,  Self-serve add/remove as you choose, no phone calls

  • smithy01793's avatar
    smithy01793
    On our wavelength
    11 months ago

    So i Am on the 1Gig service just like you,

    Just to confirm you managed to get the Symmetrical speeds Add on activated on your account a 1gig service 

    Can you confirm this is the case please and how best i get this added 

    Cheers T

    • lemon13's avatar
      lemon13
      Tuning in
      11 months ago

      I’ve still not managed to get mine sorted. Waiting on a call back from customer relations. I did get a voicemail a couple weeks ago to say they were awaiting a response from the dedicated team. 

      • Carley_S's avatar
        Carley_S
        Forum Team
        11 months ago

        Hi lemon13 

        Welcome to the community forums 

        Sorry to hear that you've not had the speed add on applied yet. 

        Have the team been in touch yet to advise/update further? We aren't able to support with XGS-PON service issues currently on the community, but please do keep us updated with what's happening and what the team have advised. 

    • AidyM's avatar
      AidyM
      Dialled in
      11 months ago

      I was able to get the symmetrical speed addon this morning. I used the online chat and it was activated within a few minutes.

      • lemon13's avatar
        lemon13
        Tuning in
        11 months ago

        Was this for Hub 5x /  XGS-PON? And did they charge £6pm?

  • lemon13's avatar
    lemon13
    Tuning in
    11 months ago

    Finally got this sorted, guy on Hub5 team (really helpful guy) put a message through to IT team and rang me back

    For anyone else in case this helps, they moved me from package ‘Gig1 Full Fibre Broadband’ to ‘Gig1 Full Fibre Broadband. - Discount - Upload speed add-on’

  • bodgeup's avatar
    bodgeup
    On our wavelength
    11 months ago

    is there anyway i can attempt this as im considering cancelling

  • SaltKing's avatar
    SaltKing
    Tuning in
    11 months ago

    We are new to the service and on ordering, we opted for the symmetrical speeds - 2 calls later, still no dice. 

    Both gave different answers, wait 24hr call back, wait 5-7 days.... then call back.