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Sync Speed higher than IP profile

bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Sync Speed higher than IP profile

Hi my sync speed is higher than my IP profile
Your DSL Connection Rate :3.68 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 2 Mbps
Would you please get BT to fix the IP Profile.
Regards,
Brent
15 REPLIES 15
Community Veteran
Posts: 38,460
Thanks: 1,032
Fixes: 62
Registered: ‎15-06-2007

Re: Sync Speed higher than IP profile

Are you on 20CN as, if you are it can take 2 or 3 days to update
However if it is stuck then I think they need to do a reset to fix it
bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Re: Sync Speed higher than IP profile

Oldjim,
Yes i am on 20CN.  New service been on for 3 days.  Called Plusnet support and they said wait until 10 days to complain.
Not sure why because I'm getting sync speeds of 3.6 to 3.8 and I'm capped at 2 Meg.
Should I ask for a SNR to be set to at 3 DB instead of 6?
Might give me another .5 Meg download.  Important when I will be struggling to get 4 meg.
Thanks for the reply!
Regards,
Brent
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Sync Speed higher than IP profile

Hi Brent,
I've run a few checks on your line and have had your profile adjusted so you should now see an increase. When running the checks we also identified a copper line issue, would you be able to connect to your test socket and we can check again to see if the issues is still detected.
bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Re: Sync Speed higher than IP profile

Hi Chris,
Just plugged the router into the test socket.
Let me know if this resolves the copper fault.
Speed is now up to 2.7 meg.
Thanks a lot for your help!
Regards,
Brent
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Sync Speed higher than IP profile

It is still detecting a fault, I've raised this with our suppliers and there's a ticket created on your account which we'll update you on as soon as we have further information.
bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Re: Sync Speed higher than IP profile

Chris
Thanks for the update and your help.
Have a great day!
Regards
Brent
bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Re: Sync Speed higher than IP profile

Hi Chris
Would you please nudge the support team.
It ha now been over 24 hours and they still have yet to respond to the ticket.
Regards
Brent
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Sync Speed higher than IP profile

Hi Brent,
I see that's been picked up, we''re currently waiting on information from our suppliers regarding this. We'll update you as soon as we have one.
bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Re: Sync Speed higher than IP profile

Hi Chris,
Would you please nudge the support team again?
Still no appointment booked for bt open reach.
Also used router stats and noticed my line connection drops almost every time I receive or made a phone call.
Thanks a lot for your help!
Regards
Brent
bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Re: Sync Speed higher than IP profile

Hi Support team.
The copper fault with the line was fixed today.  No more disconnects when the phone line is used!
SNR is now rock stable...
Just wondering if doing another 10 day training should be implemented?
Thanks a lot for your help!
Regards,
Brent
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Sync Speed higher than IP profile

Hi,
You're currently showing in sync at 3872kbps so that's looking pretty good, it depends what your BT profile is at though - I can't see a profile on the tests we can run so please run a BT speed test at http://speedtest.btwholesale.com and let us know what it comes back with. If that's low then we'll reset the SNR for you but at present things look pretty good without that being necessary.
The BT speed test will let us know what profile's set on their side though, and that will tell us whether it needs resetting or not Smiley
bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Re: Sync Speed higher than IP profile

Hi Matt,
The BT IT Profile is 3.5 Mbs
Regards,
Brent
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Sync Speed higher than IP profile

Hmm. We've still had no updates on the side we get our reports from, as a result it's not letting me assign one on your account. I've therefore requested a line reset so it can retrain for you (and then our system will pick up the correct profile for you). That'll take effect a little later on today, should be within a couple of hours or so. Hope it helps.
bcox364
Newbie
Posts: 9
Registered: ‎16-07-2013

Re: Sync Speed higher than IP profile

Matt,
Ok thanks a lot for your help.
Hopefully I won't have to bother you guys anymore Wink
Regards,
Brent