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endure's avatar
endure
On our wavelength
2 years ago
Solved

How long does a speed upgrade take?

Ordered a speed upgrade online on Monday after it was offered by SMS with a slight price increase. Order was confirmed online (I have the order reference) but was sent to an old email which I'd upgraded ages ago.

Spoke to support who've upgraded my email address but I've heard nothing further about the upgrade.

How long does a simple speed upgrade take to process please?

 

 

  • newapollo's avatar
    newapollo
    2 years ago

    Hi endure 

    Upgrades made over the phone are usually actioned immediately. Upgrades made by any other method can take up to 10 working normally, and at present 14 working days as they are processed manually and there is currently a backlog.

    Also if your upgrade includes additional or new equipment such as changing from a hub 3 to a hub 4 or hub 5, then the upgrade won't be completed until the new equipment has been installed and activated.

     

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 years ago

    Hi endure 

    Upgrades made over the phone are usually actioned immediately. Upgrades made by any other method can take up to 10 working normally, and at present 14 working days as they are processed manually and there is currently a backlog.

    Also if your upgrade includes additional or new equipment such as changing from a hub 3 to a hub 4 or hub 5, then the upgrade won't be completed until the new equipment has been installed and activated.

     

    • endure's avatar
      endure
      On our wavelength
      2 years ago

      Thanks for the quick reply. It's just a speed upgrade with a slight increase in price. I've looked at my online account and there's no mention of an upgrade/new contract at all.

  • davestewart86's avatar
    davestewart86
    Joining in
    2 years ago

    Mine did it almost straight away. 
    Run a speed test then reset your hub and do it again and see if it’s higher.

    ps your next bill will be higher like mine. 

    • endure's avatar
      endure
      On our wavelength
      2 years ago

      Just got onto Whatsapp and they did straight away. The thing is they're offered me a 100Mb/s upgrade at a cost that's lower than the cost of living increase that's happening at the end of this month so I'm paying 36p less that I would if I didn't upgrade 😁

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    This will of course start a new fixed term contract.