topic Re: Stuck on 40/10 in Broadband

Stuck on 40/10

thumbsdown — Mon, 18 Dec 2023 13:19:30 GMT

Just had by internet activated today., however, I'm stuck on the 40/10 profile. When will the be updated to 80/20?

Re: Stuck on 40/10

jab1 — Mon, 18 Dec 2023 13:26:19 GMT

I assume, if you have only just joined, that you are on the 'Fibre' package. What does https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome give as your expected speeds? Obscure your address in the reply.

Re: Stuck on 40/10

thumbsdown — Mon, 18 Dec 2023 13:35:10 GMT

I've un-joined and re-joined, was on the 'Business Fibre' package until a couple of weeks ago.

Re: Stuck on 40/10

jab1 — Mon, 18 Dec 2023 13:38:22 GMT

A full sight of that page would be useful. What did you get on tour previous package?

Re: Stuck on 40/10

thumbsdown — Mon, 18 Dec 2023 14:32:45 GMT

Had 80/20 previously

Re: Stuck on 40/10

jab1 — Mon, 18 Dec 2023 14:37:13 GMT

OK. Looking at that, you should still be getting it. What are you getting on a speed test now, and what did you get previously?

Re: Stuck on 40/10

thumbsdown — Mon, 18 Dec 2023 14:42:29 GMT

I should. But currently capped to 40/10. Hence why I'm here.

Re: Stuck on 40/10

jab1 — Mon, 18 Dec 2023 14:45:08 GMT

My best suggestion - if you get a good agent - is to ring them and ask them to reset your connection.

Re: Stuck on 40/10

MisterW — Mon, 18 Dec 2023 15:10:36 GMT

@jab1 Not sure that's going to help John.

From those line stats it looks suspiciously like the line's been provisioned on a 40/10 profile.

@thumbsdown what Plusnet product are you on, is it Fibre (without a phone service) or Unlimited Fibre with phone ?

It all seems a bit strange ?? , AFAIK Fibre is aways provisioned on 80/20 and Unlimited Fibre is no longer available to new customers due to Openreach 'WLR Stop sell'

Re: Stuck on 40/10

Gandalf — Mon, 18 Dec 2023 15:15:05 GMT

Hi @thumbsdown

I'm sorry to hear you're having speed issues.

I've placed an order to fix the profile, which should complete within 24 hours.

See if your speed has increased after then.

Re: Stuck on 40/10

jab1 — Mon, 18 Dec 2023 15:15:12 GMT

@MisterW Understand what you are saying. Maybe my post was a bit lacking in clarity. I too understand that 'new' provisions on 'Fibre' should be provisioned on 80/20, so don't understand why the OP appears to be on 40/10.

I was, somewhat clumsily, saying they need to be provisioned properly.

Re: Stuck on 40/10

MisterW — Mon, 18 Dec 2023 15:19:38 GMT

@jab1 Sorry if I misunderstood, I thought you were suggesting asking for a DLM reset. If the line is provisioned incorrectly then no amount of DLM resetting is going to work. Support need to check the line provisioning and not just on the PN systems, but also the Openreach ones!!

Re: Stuck on 40/10

jab1 — Mon, 18 Dec 2023 15:21:36 GMT

@MisterW See @Gandalf 's post - I reckon he's spotted and corrected someone's error. 😀

Re: Stuck on 40/10

Gandalf — Mon, 18 Dec 2023 15:32:16 GMT

'Twas a robot's error. I've flagged it up for investigation internally.

Re: Stuck on 40/10

MisterW — Mon, 18 Dec 2023 15:32:51 GMT

@jab1 hadnt seen that, it was posted while I was typing (I hate this forum not notifying you of that!!!)

Wizard to the rescue😀

Re: Stuck on 40/10

RealAleMadrid — Mon, 18 Dec 2023 17:30:11 GMT

@Gandalf You just can't get the (robot) staff these days.😁

Re: Stuck on 40/10

willcutforth — Mon, 18 Dec 2023 19:02:39 GMT

The Messiah returns! What a hero @Gandalf