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Just migrated in, profile much lower than old ISP FTTC

rederick
Dabbler
Posts: 14
Registered: ‎02-06-2014

Just migrated in, profile much lower than old ISP FTTC

Just migrated in from BT Infinity today. Everything working but I'm limited to 40mbps and not the 51mbps that I used to sync at. This means I get 37mbps in speed tests instead of 48mbps as I was getting upto yesterday.
Modem info today:
Max: Upstream rate = 9471 Kbps, Downstream rate = 55560 Kbps
Bearer: 0, Upstream rate = 9486 Kbps, Downstream rate = 39998 Kbps
Whereas yesterday I was getting:
Max: Upstream rate = 9471 Kbps, Downstream rate = 55560 Kbps
Bearer: 0, Upstream rate = 9739 Kbps, Downstream rate = 53695 Kbps
I have raised a support question but it was suggested to post here as well.
James
12 REPLIES 12
Oldjim
Resting Legend
Posts: 38,460
Thanks: 787
Fixes: 63
Registered: ‎15-06-2007

Re: Just migrated in, profile much lower than old ISP FTTC

Can you post the results of the BT speedtest Further diagnostics and are you on unlimited
Dhaos
Grafter
Posts: 155
Thanks: 1
Registered: ‎26-02-2013

Re: Just migrated in, profile much lower than old ISP FTTC

Looks like you might be on the 40mb package looking at Downstream rate = 39998 Kbps and your upload speed only being 10mb (probably why jim asked you are you on unlimited)
RealAleMadrid
Aspiring Hero
Posts: 2,713
Thanks: 1,395
Fixes: 59
Registered: ‎07-07-2009

Re: Just migrated in, profile much lower than old ISP FTTC

Yes, it looks like you have been incorrectly provisioned on a 40/10 service, not sure why this keeps happening. DCT should pick this up tomorrow and sort it.
Townman
Superuser
Superuser
Posts: 22,919
Thanks: 9,536
Fixes: 158
Registered: ‎22-08-2007

Re: Just migrated in, profile much lower than old ISP FTTC

Quote from: RealAleMadrid
... incorrectly provisioned on a 40/10 service ...

"Incorrectly" depends on if the OP signed up for an unlimited fibre service or the essentials fibre service.  The latter is 40GB usage and up to 38mbps - if this is what they signed up to then provisioning on the 40/10 service would be correct.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

rederick
Dabbler
Posts: 14
Registered: ‎02-06-2014

Re: Just migrated in, profile much lower than old ISP FTTC

Quote from: Oldjim
Can you post the results of the BT speedtest Further diagnostics and are you on unlimited

Yes, 100% confirmed on Unlimited, just checked again in member centre - "Plusnet Unlimited Fibre".
I think the estimate went wrong, when I signed up on the website the site said "can't get estimate, do you want to continue" and so I clicked yes. It seems to have defaulted to a 38Mbps assumption, when the BT wholesale test site says, non impacted is 55 to 38 Mbps, and impacted is 47 to 25.  For the last 18 months I've had ~ 48 Mbps on tbb speedtest, and a ~51 Mbps sync.
The bt speedtest basic says 35Mbps download, 8.5 Mbps upload. On trying to run the further diagnostic test, I get an error: "Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information."
So it looks like I need support. You can see the issue in the attachment from my app.
tijara33
Pro
Posts: 1,360
Thanks: 50
Fixes: 6
Registered: ‎22-06-2012

Re: Just migrated in, profile much lower than old ISP FTTC

It's a common problem with PN. I've just renegotiated my 80/20 contract & finished up on 40/10. If you repost this about 08.30 tomorrow the day staff will pick it up & update your profile. All that you'll then need to do is reboot  your router & off you go. I had to do that this morning.
rederick
Dabbler
Posts: 14
Registered: ‎02-06-2014

Re: Just migrated in, profile much lower than old ISP FTTC

Thanks, other than the max speed, the rest of the connection is great. Smiley
jim:quote
Dhaos
Grafter
Posts: 155
Thanks: 1
Registered: ‎26-02-2013

Re: Just migrated in, profile much lower than old ISP FTTC

Did this get sorted?
Acassim
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,075
Registered: ‎11-06-2007

Re: Just migrated in, profile much lower than old ISP FTTC

Hi Dhaos rederick,
I can see that a modify has been placed on your line which is due to complete tomorrow as you appear to be on an 40/10 fibre service within the wholesale system.
You should see your speeds increase back to a comparable level as before with your previous provider so please let us know how you get on.
Apologies for the mix up  Embarrassed
Dhaos
Grafter
Posts: 155
Thanks: 1
Registered: ‎26-02-2013

Re: Just migrated in, profile much lower than old ISP FTTC

no need to apologize to me as its not my line :P, was just wondering if the OP had got it sorted.
Acassim
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,075
Registered: ‎11-06-2007

Re: Just migrated in, profile much lower than old ISP FTTC

Sorry about that  Embarrassed
rederick
Dabbler
Posts: 14
Registered: ‎02-06-2014

Re: Just migrated in, profile much lower than old ISP FTTC

Thanks all Smiley