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Online Account and Fibre problems

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16 REPLIES 16
Kent01246
First Timer

Hi, I renewed my contract to Faster Fibre at 59.9 - 73.6Mb on the 28th of Oct 2019.

After numerous phone calls and tests and new router, I still get 36 to 37 Mb.

I have noticed that my online account is still showing my old contract.

According to the confirmation email i got on the 28th, I should have Faster Fibre and 

A Flexible Fibre boost, free for 18 months.

I used also that my new router needs a firmware update. 

  1. Can anyone help please.20191106_175957.jpgScreenshot_20191106-142622_Chrome.jpg
Community Team

Hi Kent01246

 

I will look into this for you and get back to you. 

 

Regards

 

Community Team

Hi @Kent01246

 

I have checked the order and the boost was missed off your order by mistake.  

 

I have fixed this for you, your speeds should increase in the next 24 hours.  

 

Regards

Kent01246
First Timer
Hi Oce_Arne,
Many thanks for your time.
Kent01246
First Timer
Hi , just an after thought, Will my router update the software automatically .
Community Team

Hi Kent01246

 

The router firmware should automatically update but I have just updated yours now.

 

Thanks

 

Debbie

 

 

Kent01246
First Timer

Hi OCE_Debbie

Thank you, however , I have just checked on the service page, and it is still showing

That the software needs updating.Could you please advise.

Many thanksScreenshot_20191108-104307_Chrome.jpg

Community Team

Hi Kent01246

 

Please can you try running the service page again in a different browser?

 

Thanks

 

Debbie

Kent01246
First Timer
Hi OCE_Debbie
I have now run in Firefox, and it gives the same .
Community Team

Hi Kent01246

 

Thanks for your reply.

 

I've checked again and your router does have the latest firmware version. I'm not sure why you are receiving this message.

 

We do have new firmware in testing at the moment and once this has been fully tested then this will be rolled out to all Wifi Hubs.

 

Thanks

 

Debbie

Kent01246
First Timer
Hi OCE_Debbie,
Many Thanks for your efforts. for your information, I have run it again on Microsoft Edge,
and it still gives the same answer.
Is it ok if I change the router password.
Community Team

Hi Kent01246

 

Yes you can change the router password. 

 

If you post back on this thread in a couple of weeks then we can check for updates on the new firmware version.

 

Thanks

 

Debbie

Kent01246
First Timer
Hi OCE_Debbie
Once Again, Many Thanks For your Time.
I will as you suggest, post again on this thread in a couple of weeks.
Community Team
Kent01246
First Timer

Hi OCE_Debbie,

Just an update, it looks as though my router firmware is upto date now.Screenshot_20191111-103838_Chrome.jpg 

Community Team

Hi Kent01246

 

Thanks for your reply.

 

I've checked and the firmware version is showing - 2600t

 

Debbie 🙂