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Strange offer to upgrade to what I already have

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6 REPLIES 6
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Conversation Starter

If I log into my account I am invited to upgrade to faster fibre for the same price that I am already paying. I already have faster fibre though. If I attempt to accept this offer it says that as I am in contract I'll have to pay an amendment fee, but it doesn't say what that is. There is no option to upgrade to superfast fibre. My current download/upload speeds are about 37Mbit/s and 9Mbit/s. The modem connects at something like 40047kbit/s and 9999ish kbit/s. Does the system not know what I have?

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Chat Champion

Same with me I I think I should be getting 76 mbps download sync but it’s at 40 mbs it’s like the system hasn’t changed it to Superfast boost or something 

AYTbit Studios
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Community Team - TT Staff

Hi @markcoley

 

The fee to change your package midway through your contract is £30 

 

In order to connect at a faster speed you will need to request the Fibre Speed boost which is charged at £5 extra. 

 

Regards

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Conversation Starter

Why would it be inviting me to change my package for the same package that I am already on and at the same price? I could understand it if it was suggesting a better/faster/cheaper package, but to offer the same as if it is an upgrade seems odd.

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Community Team - TT Staff

Basically our new offers which state upto 67mbps include the speed boost for free. 

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Conversation Starter

The offer presented to me makes no mention of that. There's also no way (I can find) of adding the speed boost anywhere else either. Can I suggest someone changes the wording to make it clear what exactly is being offered?

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Community Team - TT Staff

The speed boost cant be added via My Account,  this has to be done by calling or via Live chat.