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BT IP Profile at 2mbps but Plus Net insist it isn't?

lzjoker
Dabbler
Posts: 22
Thanks: 1
Registered: 20-09-2012

BT IP Profile at 2mbps but Plus Net insist it isn't?

I've been having problems with my IP profile for the last week, first logged it on Sunday 16th, was told becuase i had been disconnecting and re-connecting a lot manually that my IP profile would have been lowered and sure enough it was set to 2Mbps instead of the usual 7-8mbps which it was syncing at.
Thing is i waited the 72hrs it didn't go up, so contacted support yesterday (Weds) and was told that they would reset the profile and it would return to normal, thing is it's 24hrs later and i have just rang up after completing another BT test and it still reporting an IP profile of 2mbps and me requesting a BRas Profile reset as it's obviously stuck, but being told that because it was reporting this on plusnet's system:
Estimated line speed:
   8Mb (Accurate to within +/- 1Mbit) - Checked on 2012-07-12 10:28:48
Current line speed:
   7.15 Mb
So he wouldn't escalate it despite BT reporting this minutes before i made the call (see attached):
Can somebody please reset my IP profile Roll eyes
8 REPLIES
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: BT IP Profile at 2mbps but Plus Net insist it isn't?

1. Which exchange are you on?
2. Could you post your router stats please (sync speed, attenuation and noise margin).
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)
lzjoker
Dabbler
Posts: 22
Thanks: 1
Registered: 20-09-2012

Re: BT IP Profile at 2mbps but Plus Net insist it isn't?

SA72, Pembroke Dock exchange:
modem stats are:
System Up Time 24:41:00
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 788993 1028918 0 2027 12440 24:40:37
LAN 10M/100M 1039382 890910 0 12611 2342 24:40:55
WLAN 11M/54M 0 0 0 0 0 00:00:00
ADSL Link Downstream Upstream
Connection Speed 8128 kbps 448 kbps
Line Attenuation 7 db 3 db
Noise Margin 16 db 25 db
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: BT IP Profile at 2mbps but Plus Net insist it isn't?

That does look like your BT profile is stuck. Hopefully one of the Digital care team will be along soon.
Incidently, your exchange looks like it's being updated to 21CN WBC around next April. Given your stats you are going to see really good speeds.
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)
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: BT IP Profile at 2mbps but Plus Net insist it isn't?

Just noticed that your up time is only 24 hours. Have you done a reboot? That could delay your profile updating.
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)
lzjoker
Dabbler
Posts: 22
Thanks: 1
Registered: 20-09-2012

Re: BT IP Profile at 2mbps but Plus Net insist it isn't?

Yes i rebooted the modem yesterday after an hour or so of them resetting the profile, so do you mean i will have to wait a further 48hrs before i can have the profile reset with BT Sad
lexusuk
Grafter
Posts: 567
Registered: 20-10-2009

Re: BT IP Profile at 2mbps but Plus Net insist it isn't?

Hi lzjoker,
Your IP profile does appear to be stuck on BT side.  Our faults tester shows a profile of 7150kbps but when I check via the BT Speed Tester this shows 2000kbps.  As such, I have reset your line which should re-synchronise your profiles.  Please allow up to 72 hours for your IP profile to update.
Let us know if the problem persists.
lzjoker
Dabbler
Posts: 22
Thanks: 1
Registered: 20-09-2012

Re: BT IP Profile at 2mbps but Plus Net insist it isn't?

OK great Smiley hopefully that will do it, just seems amazing that it takes as long as 72hrs potentially before it takes effect on the line
Community Veteran
Posts: 26,686
Thanks: 910
Fixes: 10
Registered: 10-04-2007

Re: BT IP Profile at 2mbps but Plus Net insist it isn't?

That's 20CN for you! You get away from that when you get upgraded to 21CN - your profile is immediately set at 88.2% of your sync rate each time you resync.
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)