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Could someone check if my PlusNet Speed Profile needs correcting please?

djbeck
Newbie
Posts: 6
Registered: 15-03-2013

Could someone check if my PlusNet Speed Profile needs correcting please?

Hi,
I lost my phone line earlier this week. A "connection fault in the exchange" was fixed by BT/OR engineer yesterday but since then I've only been getting around 37Mb download. I've previously been getting 72Mb download so wondering if my profile has been reset to 40/20 instead of the 80/20 it should be. Could someone check it for me please and correct if necessary.
Thanks
Dave
10 REPLIES
apjashley1
Grafter
Posts: 307
Registered: 31-07-2012

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

What does it say under "High Speed Broadband" in your Plusnet members area?
Remeber the DIgital Care Team don't work at weekends.
djbeck
Newbie
Posts: 6
Registered: 15-03-2013

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

It says 57 estimated and 60.6 as the current speed although I'm not getting anywhere near those at the moment..
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

You won't get more than your line profile which is 37.56Mbps at the moment.
I think the engineer should have reset your line profile when fixing the fault, as he's the only person that can do it (PN have no control over it). Your line speed should increase automatically as long as the fault is fixed and your line is stable, but without a manual reset this can take weeks I believe.
Make sure you keep your router/BT modem on all the time and if you need to disconnect, do it from the router admin page.
djbeck
Newbie
Posts: 6
Registered: 15-03-2013

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

ok, thanks for your help
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

It's worth adding to your support ticket if you've got one open, or create a new one, that you want the IP Profile for your line reset so PN can request this from BT.
djbeck
Newbie
Posts: 6
Registered: 15-03-2013

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

Ticket number 67168556 raised
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

Thanks for that, I can see it's with our faults team - they should be coming back to you with an update soon. Hope it gets sorted quiclkly for you.
djbeck
Newbie
Posts: 6
Registered: 15-03-2013

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

Hi, could you give me an update please? I've not heard anything since I raised the ticket.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

Hi,
It's still with our Faults Team and it's due to be picked up today.
Sorry for the delay.
Chris Pettitt
Cloud Environments Engineer
djbeck
Newbie
Posts: 6
Registered: 15-03-2013

Re: Could someone check if my PlusNet Speed Profile needs correcting please?

No problem, thanks for the update Chris
Regards
Dave