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Adjust my profile please

richtung
Newbie
Posts: 9
Registered: ‎27-06-2013

Adjust my profile please

Hi Guys,
I had my FTTC service installed yesterday and everything is up an running. The download speed only reached 37mb but  the BT wholesale speed tester states that my line can achieve 77mb.
I rang up technical support and the adviser said my profile would be adjusted to match the line speed. she said it would take 4 hours or so for the changes to take effect.
I ran a speed test again this morning but no change. I restarted the router but again, no change in speed.
Please can my profile be be changed to match the speed i should be getting?
Thanks
Richard
15 REPLIES 15
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Adjust my profile please

Hi Richard,
Welcome to Plusnet and our community forums Smiley
I've changed your profile, you should now see the speed difference.
Let me know how you get on.
richtung
Newbie
Posts: 9
Registered: ‎27-06-2013

Re: Adjust my profile please

Thanks!
I've ran a few speed tests when i got home from work and this is the average i'm getting:

Ive tried disconnecting and reconnecting the router -no change. Is there anything else that you could do at your end?
Thanks
Richard
Community Veteran
Posts: 38,460
Thanks: 1,032
Fixes: 62
Registered: ‎15-06-2007

Re: Adjust my profile please

Run the BT speedtest - further diagnostics and report back
richtung
Newbie
Posts: 9
Registered: ‎27-06-2013

Re: Adjust my profile please

Result of the BT speed Test:
Download speedachieved during the test was - 57.11 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps
Upload speed achieved during the test was - 15.03Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Hope this provides the data you need.
Thanks
Richard
Community Veteran
Posts: 6,320
Thanks: 86
Fixes: 3
Registered: ‎08-01-2008

Re: Adjust my profile please

The usual question: is that test wired (ethernet) or wireless (wi-fi)?
What is your Plusnet profile https://portal.plus.net/my.html?action=data_transfer_speed (requires login to member centre)?
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
richtung
Newbie
Posts: 9
Registered: ‎27-06-2013

Re: Adjust my profile please

sorry for leaving out bits of information - newbie error!
Im connected by Ethernet cable to the Router and my Plusnet Profile is:
Estimated line speed:
    72Mb (Accurate to within +/- 1Mbit) - Checked on 2013-06-17 22:39:32
Current line speed:
    77.4 Mb
Hope this helps.
Richard
nanotm
Pro
Posts: 5,736
Thanks: 127
Fixes: 2
Registered: ‎11-02-2013

Re: Adjust my profile please

run the bt tester, run the stage 2 (futher tests) then it will give you the option to run tap3 test, follow the instructions on that and run the tap2 test (it involves changing your routers username and password so make sure you know the correct ones to change it back to afterwards)
my tap3 test gave me 74meg and standard test gives me 72 meg (which is to be expected)
if you suspect the system is running slow or not giving the correct throughput run the test at different times of the day (0700,1000,1400,1800,2100,2300 for instance) that will show the "slow down" due to traffic management and give you a true capacity average for your line Smiley
my estimated line speed prior to activation was 62meg so I was pleasantly surprised when I got a higher download speed Smiley
just because your paranoid doesn't mean they aren't out to get you
richtung
Newbie
Posts: 9
Registered: ‎27-06-2013

Re: Adjust my profile please

The option is no longer available to run the tap3 test on the BT speedtester.
Just waiting for someone from plusnet that everything is ok from their end...
Richard
jim:quote
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Adjust my profile please

Hi there,
The broadband order is complete and the line profiles are matching from our side, we're just waiting for the number port order to complete now Smiley
hypnoboy
Grafter
Posts: 40
Registered: ‎17-06-2013

Re: Adjust my profile please

It would be nice if someone could have my profile re adjusted as BT have locked it to 10 meg slower than I was getting 72 hours ago.
Plusnet profile is 78 max I was getting 37 now getting 15 if I'm lucky.
It was set to 40 for BT testing results and had relatively consistent speed.
So resetting my profile manually by BT back to what it was would be appreciated.
Then the testing can continue but the speed drop only happened since it has been locked at 29.85
40+ is what my line can handle so synch speed and actual speed has dropped since being locked.
Thanks
Craig
richtung
Newbie
Posts: 9
Registered: ‎27-06-2013

Re: Adjust my profile please

Quote from: Matt
Hi there,
The broadband order is complete and the line profiles are matching from our side, we're just waiting for the number port order to complete now Smiley

My speed is still below of what i should be getting:
Download speedachieved during the test was - 50.64 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps
Upload speed achieved during the test was - 15.23Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Is there anything further that can done?
Thanks
Richard
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Adjust my profile please

Hi Richard,
Your profile is set correctly, are you able to try a PPPoE connection?
richtung
Newbie
Posts: 9
Registered: ‎27-06-2013

Re: Adjust my profile please

Hi,
Yes, i tried a PPPoE connection with no improvement:

Download speedachieved during the test was - 47.19 Mbps
For your connection, the acceptable range of speedsis 16 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps
Upload speed achieved during the test was - 14.44Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

Hope this helps!
Thanks
Richard
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Adjust my profile please

I'd suggest running through our faults wizard at http://faults.plus.net and we can get this investigated.