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FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

fiendish
Dabbler
Posts: 11
Registered: 05-11-2013

FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Hi all,
My FFTC was activated on Oct 3rd. At the order stage the estimate was 62 meg up / 20 meg down, as still suggested by the High Speed Broadband link within Connection Settings. However from the get go I've never got beyond 37 meg / 10 meg up via the Plusnet router, however I'm connected to it. It's relatively stable though.
BTW speedster cannot run Further Diagnostics, it always just gives me a test error saying "The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider."
Anyone have any ideas? Perhaps I should cut out the Technicolor router and go straight to the BT modem.
Many thanks,
Ollie
16 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Hi there,
I've just performed some faults diagnostics and can't see an obvious cause for the issue.
I'd definitely advise connecting straight to the modem if you can and see what speed test results you're getting. Re the issue with speedtests it seems our suppliers haven't closed off your order for some reason. I'll be chasing that up shortly.
Adam
EDIT: The order should be closed by 9/11/13 but I'll be checking on that date to make sure for you.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
fiendish
Dabbler
Posts: 11
Registered: 05-11-2013

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Thanks Adam.
I'm connected direct via ethernet to the BT modem and speed results are the same.
[Moderator's note by Dick (Strat) Image tags added.
[color=black]High-speed Broadband
Postcode:
Phone exchange:
   ELTHAM
Estimated line speed:
   62Mb (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 2013-09-12 15:49:13
Current line speed:
   78 Mb
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Thanks for getting back to us. There won't be much we can do unfortunately until the order's been closed off but I'll make sure we're looking at this issue again for you after that happens.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
fiendish
Dabbler
Posts: 11
Registered: 05-11-2013

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Cheers. So that means it's an issue at the BT end?
EDIT: Actually it looks as if my line is capped to the speed of Plusnet Essentials Fibre rather the Unlimited Fibre package I'm paying for.
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Quote
So that means it's an issue at the BT end?

That looks most likely at this stage.
Quote
Actually it looks as if my line is capped to the speed of Plusnet Essentials Fibre

I checked when I first picked this up earlier and we're not capping the connection on our side.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
fiendish
Dabbler
Posts: 11
Registered: 05-11-2013

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Thanks Adam.
So can BTW not even answer a question about this until they close their own order?
Plusnet Help Team
Plusnet Help Team
Posts: 13,322
Thanks: 223
Fixes: 65
Registered: 27-04-2007

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

It does seem to be an issue that we'd need to deal with through our suppliers faults process and we can't do so until the order is closed unfortunately.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
fiendish
Dabbler
Posts: 11
Registered: 05-11-2013

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Hi Adam, thanks for getting the order closed off.
I can now run the BTW speedster and it does indeed seem they have me on the wrong profile.
Download speedachieved during the test was - 37.71 Mbps
For your connection, the acceptable range of speedsis 12 Mbps-38.72 Mbps .
Additional Information:
IP Profile for your line is - 38.72 Mbps
Upload speed achieved during the test was - 8.94Mbps
Additional Information:
Upstream Rate IP profile on your line is - 10 Mbps
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

If you put your number in here http://www.dslchecker.bt.com/ what does it say for the estimated speed?
fiendish
Dabbler
Posts: 11
Registered: 05-11-2013

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

It says
WBC FTTC Up to 62.8 Up to 20 -- Available
...which is what Plusnet told me at the time of ordering. Line syncs at 78 meg
Community Veteran
Posts: 6,824
Thanks: 1
Registered: 27-10-2012

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Ah...it would seem you've been provisioned on 40/10 vs. 80/20. If that's the case, hopefully PN can get it sorted for you quickly.
fiendish
Dabbler
Posts: 11
Registered: 05-11-2013

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Yup, that's what I figured, cheers Andy. Hopefully just a question of someone changing the profile
Plusnet Help Team
Plusnet Help Team
Posts: 5,423
Thanks: 503
Fixes: 187
Registered: 01-01-2012

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Hi there
As pointed out you've been provisioned on 40/10 rather than 80/20 on our suppliers systems.
I've placed a order to change this which will complete Monday morning.
Any further issues please give us a shout
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
fiendish
Dabbler
Posts: 11
Registered: 05-11-2013

Re: FFTC Unlimited - stuck at 37 meg but syncing at 78 meg

Ok great, thanks Matthew.