Plusnet Service

When a customer upgrades to Max there should be a process to change the customer's Provisioned Product from the fixed rate speed to Max and therefore pick up the new speeds via the delta reports.

This doesn't appear to be happening and customers are being upgraded to Max at BT but still being set on 1Mbps or 2Mbps our side and thus in many cases being limited when they shouldn't be.

If you were logged in to the portal, you could associate your username with this problem.

This issue has been passed to our QA team for further investigation.

This problem has now been verified and looked into by our QA Team. It has now been passed with suporting information to one of our developers to investigate the cause and apply a fix.

We have identified the cause of the problem that is causing some customers that have recently upgraded to Max to remain profiled at 1 or 2Mbps.

The work to correct the speed profiles and identify all of the affected customers is in progress, however the amount of work required means that this won't be completed today.

We are also working on a process to ensure that no further customers are affected.

We will post a further update on this problem tomorrow.