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House move slow speed internet

egeoffreydavies
Grafter
Posts: 43
Thanks: 3
Registered: 28-05-2012

House move slow speed internet

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
13 REPLIES
egeoffreydavies
Grafter
Posts: 43
Thanks: 3
Registered: 28-05-2012

Re: House move slow speed internet

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 !!!
egeoffreydavies
Grafter
Posts: 43
Thanks: 3
Registered: 28-05-2012

Wish someone would give me definitive guidance

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
Moderator
Moderator
Posts: 18,028
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Fixes: 156
Registered: 11-01-2008

Re: House move slow speed internet

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

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

egeoffreydavies
Grafter
Posts: 43
Thanks: 3
Registered: 28-05-2012

Re: House move slow speed internet

Cheers, Just stuck it up hoping I may get a reply from PN staff.
Geoff
Superuser
Superuser
Posts: 11,097
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Registered: 22-08-2007

Re: House move slow speed internet

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
egeoffreydavies
Grafter
Posts: 43
Thanks: 3
Registered: 28-05-2012

Re: House move slow speed internet

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
Community Veteran
Posts: 26,638
Thanks: 869
Fixes: 10
Registered: 10-04-2007

Re: House move slow speed internet

Could you post the results from a BT diagnostic speed test please
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)
egeoffreydavies
Grafter
Posts: 43
Thanks: 3
Registered: 28-05-2012

Re: House move slow speed internet


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
Community Veteran
Posts: 26,638
Thanks: 869
Fixes: 10
Registered: 10-04-2007

Re: House move slow speed internet

Yep, that looks like a stuck profile!
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)
egeoffreydavies
Grafter
Posts: 43
Thanks: 3
Registered: 28-05-2012

Re: House move slow speed internet

Thats what I think.
One can only hope the PN staff pick this thread up.
Thanks all, Geoff
Plusnet Staff
Plusnet Staff
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Registered: 29-04-2013

Re: House move slow speed internet

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.
Plusnet Staff
Plusnet Staff
Posts: 183
Thanks: 43
Fixes: 4
Registered: 29-04-2013

Re: House move slow speed internet

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.
egeoffreydavies
Grafter
Posts: 43
Thanks: 3
Registered: 28-05-2012

Re: House move slow speed internet

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