FTTC upgrade failure

I tried to initiate the FTTC update to 80Mb, but I've sent a message stating that :

The reason given was "Order already exists for the same line identifier :".

Modify order type:

An attempted move from ADSL 1 on WBC to ADSL2+An attempt to change the upstream capping

Apprarently they should be responding to this, but why they think I'm on ADSL 1, I don't know...

Hi there,

Unsure what the actual order on the line would be, but happy to take a look for you if you could DM your username or post the ticket ID? Either way we can chase it up if you wish.

Message has been sent!

And replied, cheers for that

As the estimated line speed is now 80Mb, does it mean the upgrade has gone through (from 40/10 to 80/20) ?

Hi there,

No, it hasn't and won't do - as I said in the PM, you're on the Fibre Essentials account which doesn't allow speeds over 40/10. You'd need to upgrade to Unlimited if you wanted to move to the 80/20 speeds.

Hope that helps explain.

That's what I'm trying to do : Upgrade to Unlimited (and at which point I got the message).

Ah, beg your pardon - sorry I missed that. I've just placed the order to upgrade to 80Mb manually so it should complete tomorrow, and I've been able to get the account type changed as well - hope that helps.

Thanks great, thanks!

The uograde is up and running properly now - thanks!