House move slow speed internet

[#1]

Hi all, moved house 2 weeks ago and yesterday my phoneline and internet were connected.
Not too far from the exchange and on CN20 ?
The router is showing adsl speed of 8128 but doing a BT speedtest it shows a profile of 2mb.
I did speak to support who said they would up that profile, and if I rebooted the router after 10 mins the profile would go up.
It didn't so now I'm left wondering what to do next.
When I booked the house move I was given an estimated speed of 6 meg, but with an adsl connection of 8128 I should get between 6 and 7 meg.
SNR on the line is 32db and download tests are solidly stable.
Any advice before I raise a fault question ?
Thanks, Geoff

[#2]

Just notice in my account details that the phone number providing internet is the one from my old house.
I guess the request to alter profile has gone to the wrong place. Duh !!!

[#3]

Hi, Moved house and phone and internet connected 8 days ago.
Seems I'm on ADSL Max and I have a DSL connection of 8.13 MB.
The Exchange has put me on a 2 meg profile.
I have spoken to a few advisors and the first told me they would change the profile, leave it for 10 mins and reboot the router - no difference.
The second told me to leave the router connected for 10 days.
The third told me he would change the profile, leave it for 4 hours and reboot - no difference.
Can anyone tell me how to get my connection up to maximum speed ?
PN connection figures show 8 meg expected and 21 meg current speed. LOL
Do I have a stuck profile ?
Thanks in anticipation,
Geoff

[#4]

mod:note
merged topics to keep relevant information in one place.

[#5]

Cheers, Just stuck it up hoping I may get a reply from PN staff.
Geoff

[#6]

Hi Geoff,
I see you've moved away from your neighbour's troublesome Sky box.  I've asked the mods to merge this in to your recent posts on this issue.
I suspect that your comment about your old phone number still being on the account will not be helpful in getting BTw profile changes on the new line applied to your account.  I've seen this issue before.
Significantly different profiles is not helpful.  20CN can take days to adjust profiles, however the 2Mbps figure is clearly wrong and needs looking at.  BTw stuck profiles are not unheard of.
Hope one of the CRT guys picks this up for you soon.
Kevin

[#7]

Thanks for that.
Yes glad to be away from the Sky box problem. Was looking forward to some decent connections and quieter radio. LOL
The phone numbers on the account have been changed now, but as I said I seem to be stuck on 2 meg at the moment.
Hoping someone will see my problem and sort it out soon.
Regards. Geoff

[#8]

Could you post the results from a BT diagnostic speed test please

[#9]

1. Best Effort Test: -provides background information.
Download  Speed
1.95 Mbps

0 Mbps 2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 1.95 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 2 Mbps

[#10]

Yep, that looks like a stuck profile!

[#11]

Thats what I think.
One can only hope the PN staff pick this thread up.
Thanks all, Geoff

[#12]

I'm looking at this now.
It's a known issue with 20cn IP Stream Broadband that causes an incorrect reading of the headline downstream rate in BT DLM once a circuit is either live or reset. The BRAS profile will become stuck at 2000 and will not align.  Just chatting to BTW now to get yours fixed.
With regards to the PN connection speed set incorrectly, I'll fix that too.  You won't get 21Mb unfortunately, but it will still be better than the 2Mb you currently receive.

[#13]

Should now be fixed.
I've corrected the information within our systems and asked our supplier to align your BRAS profile with your sync speed. Your profile should now in theory be set to 7150kbps.
Can you please perform a performance test to check this?
Should the speed still be incorrect, try a single reboot of the router to ensure that is picking up the changes.

[#14]

Thanks very much.
Job done:
Download speed achieved during the test was - 6.9 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 7.15 Mbps
Regards, Geoff