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79043970 - BT Engineer has fixed line fault but download speed is still poor?

mdm1982
Dabbler
Posts: 18
Registered: 30-12-2013

79043970 - BT Engineer has fixed line fault but download speed is still poor?

Hi,
With reference to 79043970. A BT engineer visited this afternoon and found a break in the cable leading to my BT socket, he fixed this and said all tested OK. My upload speeds are now back to normal around 7MB, but my download speed is now stuck at 1.63MB? Does my IP profile need resetting?
Many thanks,
Lee
9 REPLIES
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

Check that the current line speed shown by https://portal.plus.net/my.html?action=data_transfer_speed matches the IP Profile reported by a diagnostic BT speed test.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
mdm1982
Dabbler
Posts: 18
Registered: 30-12-2013

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

Cheers jelv,
No it's not even close as follows:
Phone exchange:
BASINGSTOKE
Estimated line speed:
39Mb (Download speed could vary depending on line conditions. Estimates are the maximum speeds that your phone line can support. These speeds are dependent on the package you choose.) - Checked on 2013-12-29 00:02:20
Current line speed:
1.75 Mb
Thanks,
Lee
Plusnet Help Team
Plusnet Help Team
Posts: 13,487
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

Hi there, due to this being a fibre service we need our suppliers to intervene and submit an SNR reset for us. We've rejected the "clear" on the fault to make sure that happens as soon as possible.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

Out of interest, what profile do you get from a BT speed test (http://speedtest.btwholesale.com)?
mdm1982
Dabbler
Posts: 18
Registered: 30-12-2013

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

I ran the BT Whole Sale test and got this?

FAQ
Results Image not loaded

1. Best Effort Test:
Download Speed : 1.63 Mbps
2. Upstream Test:
Upload Speed : 7.23 Mbps

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

Log in to your router, disconnect/reconnect and try again. I've upped the profile on our side now.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

The IP Profile is given when you run the BT diagnostic test which is a button at the bottom of the page when the first test completes.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
mdm1982
Dabbler
Posts: 18
Registered: 30-12-2013

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

Hi Chris,
Spot on back to full speed, many thanks for everyone's help. Everyone have a great weekend.
Cheers,
Lee
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: 79043970 - BT Engineer has fixed line fault but download speed is still poor?

Excellent. I've just passed the fault ticket back to you now too.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff