on 06-04-2024 09:46
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
Answered! Go to Answer
02-05-2024 09:38 - edited 02-05-2024 09:39
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’
on 06-04-2024 10:01
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
on 06-04-2024 10:43
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
on 06-04-2024 12:52
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 🙃
on 06-04-2024 12:59
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.
on 06-04-2024 18:18
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
on 06-04-2024 18:19
You may have a point there, I've not yet paid my first bill so it might be worth trying during next billing period
on 22-04-2024 01:32
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
on 22-04-2024 17:36
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.
on 23-04-2024 15:30
I was able to get the symmetrical speed addon this morning. I used the online chat and it was activated within a few minutes.