Applied for large fibre boost. Agent confirmed boost would be applied within 24 hrs. Over 24 hrs later and speed has not increased.
Noticed guidance on this forum to turn router off for 30 mins (agent made no mention of this being required).
Before turning off, checked router stats:
Upstream line rate (kbit/s):
1999
Downstream line rate (kbit/s):
40000
Maximum upstream rate (kbit/s):
28197
Maximum downstream rate (kbit/s):
87469
Turned router off for 30 mins. Turned back on and seems I'm still capped at the medium speed.
Someone please assist so that I may get the service I have paid for. Thanks.
Update:
I chatted with customer service. Original agent I connected with passed me to another agent, who passed me to another agent. Final agent I chatted with was able to resolve query...I hope. The whole chat took nearly 1.5 hrs.
Found out, 'when the order is placed to change the plan, it shows that the account will be active in 24 hours with new plan and boost. However, it may take more than 24 hours to activate the new services. This is a very rare scenario that is why our advisor confirm the 24 hours time. As per the system, I confirmed that your services will be activated on 15/11/2016.'
The agent I spoke with on phone had made no mention of 'very rare scenarios' (whatever that means) or that it could be 15/11 before service would be activated. Also, the confirmation email I received listed a service and changes I had not requested and the monthly charges were higher than agreed. In my chat I asked agent about this and was told the agent who had taken my call had not processed my changes correctly. The chat agent was able to reiterate the service and charges I had agreed, but I am still awaiting this to be confirmed via email.
My experiences with your customer service over the years have been really poor - I've frequently been given duff information and haven't felt fully confident in the competence of the agents with whom I've dealt. Your actual phone/broadband service has been reliable and competitively priced, and I have few complaints about that, but your customer service is poor. I dread when there's a hiccup or when I have to call to renew or change services - the experience is usually noisy, tediously lengthy and rarely straightforward for even the most basic requests.
Good marks for technical service/value...but really could do very much better with your customer service.
