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Slow internet speed

white112
Newbie
Posts: 6
Registered: ‎12-01-2010

Slow internet speed

Hi,
A bit of background on the problem;
Mid-December I decided to upgrade from Plusnet Value to Premium, around the same time I received an email that my area was being upgraded to the 21CN network and I should expect to see some benefit from this.
Since then I've seen my Internet speeds drop from maxing out the connection speed to now less than 2 Mbps.
I am wondering if there is anything that might have caused this during the switch from Value to Premium as well as the 21CN upgrade.
I will try to post as much info as I can:
Router Detaails:
DSL Type: G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]: 440 / 16,525
Data Transferred (Sent/Received) [kB/kB]: 0.00 / 0.00
Output Power (Up/Down) [dBm]: 12.5 / 0.0
Line Attenuation (Up/Down) [dB]: 12.5 / 25.5
SN Margin (Up/Down) [dB]: 31.5 / 6.5
Vendor ID (Local/Remote): TMMB / IFTN
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 4,294,967,264 / 5,200
CRC Errors (Up/Down): 4,294,967,264 / 5
HEC Errors (Up/Down): 0 / 5
BT Test results:
Download speedachieved during the test was - 1709 Kbps
For your connection, the acceptable range of speedsis 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :16568 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 6500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 21.3:25.51:53.19 (SBE:NBETongueBE)
Details from the Plusnet portal data transfer speed test:
Phone exchange:
    BANGOR
Estimated line speed:
    8 - Checked on 2009-12-08 09:38:30
Current line speed:
    2000
Any help on getting my speeds back to a more acceptable level is greatly appreciated.

Billy
10 REPLIES
Community Veteran
Posts: 6,735
Thanks: 12
Registered: ‎02-02-2008

Re: Slow internet speed

Raise a ticket the IP profiling system is obviously all messed up.
MikeyM
Grafter
Posts: 140
Registered: ‎06-01-2010

Re: Slow internet speed

If you give the support team a call then can raise your ip profile to match that of BT immediately, I had to do that when mine got stuck.
It does seem that a few people recently have had ip profiles stuck.
white112
Newbie
Posts: 6
Registered: ‎12-01-2010

Re: Slow internet speed

Quote from: HPsauce
Raise a ticket the IP profiling system is obviously all messed up.

I originally raised a ticket on 29th December and the update I received today was:
"Please be advised that I have tried to contact you. Your order has now completed and all details have been updated. You should now be able to connect.
We'd like to know what you think about the activation process, including how we can improve it in future. As such, we'd appreciate it if you could take a minute or two to fill in the following survey:"
I didn't have any connection problems, just a major drop in speeds.

MikeyM thanks for the reply also. I take it the Support Team don't monitor these forums then? Best just to call them/
pierre_pierre
Grafter
Posts: 19,757
Registered: ‎30-07-2007

Re: Slow internet speed

they do monitor the forum, but not 24 hr, when you have a ticket number, add it to this thread.  Oh and Welcome to the Forum
Community Veteran
Posts: 6,735
Thanks: 12
Registered: ‎02-02-2008

Re: Slow internet speed

Quote from: white112
the update I received today was:
Your order has now completed

Ah, you didn't say you had been updated today, your post read as if you'd moved some time ago.
I'd just leave it for a while as everything will have been reset on the move. The PN profile is updated twice a day (I think) to match BT's. If it's not moved after 24 hours raise a ticket.
The BT Profile should also move towards your new connection speed, but over a few days.
Post the figures back here in a day or so. You should be downloading at 15mbps or so by next week.
white112
Newbie
Posts: 6
Registered: ‎12-01-2010

Re: Slow internet speed

Thanks for the replies guys. The ticket still appears to be open. I will keep an eye on it to see if there is another update.
I'll also keep on eye on my connection speeds and report back here if (and hopefully when) things improve
Thanks again
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Slow internet speed

What does a BT speedtest say now?
I've updated your profile our side (it was stuck at 2000 following your account change), to 21000, so if you reconnect you should get a better speed. Smiley
white112
Newbie
Posts: 6
Registered: ‎12-01-2010

Re: Slow internet speed

Quote from: Mand
What does a BT speedtest say now?
I've updated your profile our side (it was stuck at 2000 following your account change), to 21000, so if you reconnect you should get a better speed. Smiley

Thanks for the fast response.
Unfortunately BT won't let me do another test within 3 hours.
However, I can see from the portal that the profile has been updated:
Phone exchange:
    BANGOR
Estimated line speed:
    8 - Checked on 2009-12-08 09:38:30
Current line speed:
    21000
Also, my speed seems to have gone back to the speeds I was getting before the upgrade:

Smiley
Should I expect to see even better speeds once the BT profile updates?
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: ‎05-04-2007

Re: Slow internet speed

Definitely. Your stats are pretty good, you should get a much better profile.
white112
Newbie
Posts: 6
Registered: ‎12-01-2010

Re: Slow internet speed

Thanks again. I appreciate the quick response/resolution