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Profile Stuck?

grahamn
Rising Star
Posts: 182
Thanks: 5
Fixes: 2
Registered: ‎12-09-2010

Profile Stuck?

Hi, Not sure if my profile is stuck or not, but....
I'm on ADSL 2+ now, with a PN current line speed of 7.9Mb
My router is showing  ADSL2+, Upstream 1059900. Downstream 13462700, SNR 3.5, Line Attenuation 25.0
The BT SpeedTest shows7.2 down and .83 up, profile 11.88 and Max achievable 21Mbps.
Does this look like a profile issue preventing higher speeds as the router gets this kind of speed on ADSL2 (not 2+) syncing at 8Mb.
Also Uncorrected errors a lot higher on ADSL2+ modulation compared to ADSL2.
Grateful for thoughts on whether I should be able to improve the performance or whether this is as good as it gets.
Many thanks,
Graham.

18 REPLIES
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: Profile Stuck?

The current line speed shown on the portal should match the downstream IP Profile reported by the BT speed test (rounded down to the nearest 100). If it doesn't contact Plusnet and ask for it to be corrected. You could post on here but there probably wouldn't be anyone around from Plusnet until Monday morning (and then it takes them time to catch up).
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)
grahamn
Rising Star
Posts: 182
Thanks: 5
Fixes: 2
Registered: ‎12-09-2010

Re: Profile Stuck?

Thanks jelv,
The 7.9Mbps figure is the figure the portal is showing.
Given the IP Profile given by BT is 11.8, I need to report this on a ticket...?
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Profile Stuck?

Correct - I did it a few days ago and it was sorted within 3 hours but I may have been lucky or they have flagged my account with "watch it this is an awkward sod"  Lips are sealed Lips are sealed
offbeatdave
Grafter
Posts: 134
Registered: ‎24-09-2012

Re: Profile Stuck?

I requested that mine was matched up via the help assistant ticket system yesterday morning at 11am and it was actioned at 5pm, which was fine as far as I was concerned. Otherwise, I guess you could just phone them.
grahamn
Rising Star
Posts: 182
Thanks: 5
Fixes: 2
Registered: ‎12-09-2010

Re: Profile Stuck?

Thanks guys, I've raised a ticket.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Profile Stuck?

Hi Graham,
I've changed your profile speed for you, so its now matching your IP profile.
I hope this helps, let me know if there's anything else.
grahamn
Rising Star
Posts: 182
Thanks: 5
Fixes: 2
Registered: ‎12-09-2010

Re: Profile Stuck?

Chris,
Thanks for doing that. Unfortunately, the line has dropped to 6Mbps and a SNR of 16 after being at 3 previously....!!!! Something's not quite right here.
Graham.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Profile Stuck?

Your line has currently been banded due too, the best thing to do is leave your connection overnight and if it's stable then I can place a SNR reset tomorrow and this should resolve it for you.
grahamn
Rising Star
Posts: 182
Thanks: 5
Fixes: 2
Registered: ‎12-09-2010

Re: Profile Stuck?

Hi Chris - Showing my ignorance here - What is banded and due to what?
Will wait and see in any event.
Thanks.
Graham.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Profile Stuck?

ahhhh....apologies, missed out a few words there, it's due to disconnections on your line that have caused your profile to be banded.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Profile Stuck?

Your line has been stable since I last posted, I've placed a SNR reset on your line. This usually completed within 4 hours there's nothing you need to do from your side.
Let me know how your get on.
grahamn
Rising Star
Posts: 182
Thanks: 5
Fixes: 2
Registered: ‎12-09-2010

Re: Profile Stuck?

Thanks Chris.
We're now got 10.5 downstream which is much better and a reasonable SNR margin.
Hopefully it will remain stable, as a product move is due this week to Extra! I assume that doesn't affect the conection/speed?
Graham.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Profile Stuck?

No worries Graham,
Glad to see that your speeds are better, your product change will not have any impact on your speed or connection.
If there's anything else please let me know.
Chris
grahamn
Rising Star
Posts: 182
Thanks: 5
Fixes: 2
Registered: ‎12-09-2010

Re: Profile Stuck?

Chris,
Wow, speedy responses here!  Cheesy Nothing else thanks, other than to say many thanks for all your help. It's this kind of experience that you're providing that makes me recommend PlusNet to people I know  Smiley
Many thanks once again, it is appreciated.
Graham.