BB connection speed slower than expected

[#1]

Hi,
I have joined Plusnet on 27/Mar and today is the 14 day of joining. The estimated connection speed for my BB is 17Mbps but the actual speed we have got here is only 2.4 Mbps. Could someone help me to reset my BB profile? Thanks.

[#2]

Hi there,
I've just been looking into this and as the line is stable I've decided to submit an SNR reset. This should hopefully improve the downstream speed within the next few hours for you.
Adam

[#3]

Hi Adam,
Do you need any details from me to submit the reset? or you already got the information you need?
Derek
dick:quote

[#4]

Hi Derek,
Don't worry I've linked to your account from your community login.
I notice the SNR reset hasn't taken effect (which can happen sometimes) so I've just submitted another. I'll check the line rate for you shortly and adjust the profile on our side once that's changed.

[#5]

Thanks. Please get back to me once it is changed. I still have the low connection speed now.

[#6]

Your speeds should be back to normal now, apologies for the delay.

[#7]

Hi Chris and Adam,
I have switched off the router, wait for 1 min, then switched it on again but the speed is still only 2.4Mbps for download, 0.16Mbps for upload. Please help.
Derek

[#8]

Could you have any updates on this?
The upload speed is faster now. I can get 0.8-1Mbps now. However, the download speed is still 2.4Mbps.....Please help on this.
Derek

[#9]

Hi Derek,
That's very odd - please see the attached speeds for your line.
Are you running Speed Tests via Ethernet? If not, can you please connect an Ethernet Cable and run a further Speed Test please?

[#10]

Hi Chris,
I am running Speed Tests via Ethernet.
Yes, it is very odd to me as well. I can see that the download speed from our router is 20Mbps but when I do the test, it only go up to 2.4Mbps and capped.

[#11]

Can you post the resulta from a BT speed test - further diagnostics and the Current Line Speed from https://portal.plus.net/my.html?action=data_transfer_speed

[#12]

Hi Oldjim,
Postcode:
Phone exchange:
    SIDCUP
Estimated line speed:
    17Mb (This may vary between 10Mb and 19.5Mb) - Checked on 2014-03-19 12:13:58
Current line speed:
    2.5 Mb

[#13]

That explains it and I am surprised it wasn't checked
The current line speed needs a kick - should be done by the staff on here PDQ

[#14]

Hi Oldjim,
Thanks very much for your investigation.
I hope my download speed will be back to normal later today.  Please come back to me when the change is done. Many thanks.

Derek

[#15]

Should be sorted for you now. If you don't see an improvement, try logging in to the router and do a single disconnect/reconnect.