cancel
Showing results for 
Search instead for 
Did you mean: 

Speed Issue: IP Profile has not updated?

Internet
Dabbler
Posts: 11
Registered: ‎23-09-2013

Speed Issue: IP Profile has not updated?

PlusNet:
Estimated line speed:
   21Mb
Current line speed:
   78 Mb
BT Speed Test:
IP Profile: 39 Mb
Download speed: 38 Mb
Upload speed: 7 Mb

PlusNet 'About your broadband speed' Email:
[quote=email]Estimated line speed: 7.5Mbps
Current line speed: 37Mbps
PlusNet Support:
[quote=customer rep]I have checked your account and I can see that your have indeed been provisioned on the 40/10 product, however as you are an Plusnet Unlimited customer you should be on the 80/20 product even if the speed you could achieve was only 7Mb.
I have now made the relevant amendments to your account to reflect this and updated your connection speed profile to full speed Fibre as such to pickup the new connection speed you will need to reboot your router.
A few questions:
Why is my speed still capped after 24 hours and multiple reboots?
Why does the customer rep think that my speed is limited to 7Mb?
Why was my line estimated at 21 Mb when I'm achieving almost double this speed (presumably I will get even higher when the cap is removed)?
12 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 6,138
Thanks: 595
Fixes: 231
Registered: ‎01-01-2012

Re: Speed Issue: IP Profile has not updated?

Hi there.
It looks like there's been a bit of confusion caused by this so I'll try to explain things for you.
Personally I think the agent got the 7mbps and the 21mbps mixed up.
Your account was automatically provisioned on the 40/10 service due to our systems giving a estimate of 21.1mbps for your download and 5mbps for your upload.
Obviously at the moment your syncing way above the estimate. Sometimes the estimates on fibre can be lower then what you can actually achieve.
We can see if putting you onto the 80/20 service gives any improvements however I can't guarantee this and there's a chance that it may make things worse but if that happens we can easily put you back onto 40/10.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Internet
Dabbler
Posts: 11
Registered: ‎23-09-2013

Re: Speed Issue: IP Profile has not updated?

Ok. Thank you.
When can I expect the BT Speedtest to reflect the 80/20 IP profile change?
Plusnet Help Team
Plusnet Help Team
Posts: 6,138
Thanks: 595
Fixes: 231
Registered: ‎01-01-2012

Re: Speed Issue: IP Profile has not updated?

I've placed the order which will complete tomorrow and hopefully you'll see a change from that point on.
Any further issues please give us a shout
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Internet
Dabbler
Posts: 11
Registered: ‎23-09-2013

Re: Speed Issue: IP Profile has not updated?

I have not seen any change with IP Profile for downstream:
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Speed Issue: IP Profile has not updated?

Hi, it looks like the order's completed but your line is still training. Might be worth disconnecting via the router's interface then powering the modem and router off for a couple of minutes, then turning it all back on again - see if that makes any difference?
Internet
Dabbler
Posts: 11
Registered: ‎23-09-2013

Re: Speed Issue: IP Profile has not updated?

Oh. I followed your instructions, and turned all equipment off for 8 minutes, but still at 40/10.
Plusnet Help Team
Plusnet Help Team
Posts: 13,763
Thanks: 268
Fixes: 78
Registered: ‎27-04-2007

Re: Speed Issue: IP Profile has not updated?

Hi there,
As the line has just been modified it will be back in training again so I'd advise trying what Matt recommended in reply #5
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Internet
Dabbler
Posts: 11
Registered: ‎23-09-2013

Re: Speed Issue: IP Profile has not updated?

Still 40/10.
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Speed Issue: IP Profile has not updated?

Your product is now on 80/20.
Your current download sync speed is 42.6Mb/s and upload is 7.4Mb/s. I'd guess that this is what your line is currently capable of.
Internet
Dabbler
Posts: 11
Registered: ‎23-09-2013

Re: Speed Issue: IP Profile has not updated?

Quote from: chrispurvey
Your product is now on 80/20.

PlusNet:
Current line speed: 41 Mb
BT:
IP Profile: 39.8 Mb
goldenfibre
Pro
Posts: 2,858
Thanks: 89
Fixes: 6
Registered: ‎01-06-2010

Re: Speed Issue: IP Profile has not updated?

Quote from: Internet

BT:
IP Profile: 39.8 Mb

You should be on 40/10 as 80/20 is pretty pointless if you only getting 39.8Mb say BT exchange but 80/20 is unlimited product, so u can enjoy unlimited usage allowance!
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Speed Issue: IP Profile has not updated?

The IP profile is 96.7% of your sync rate. So the IP profile will always be slightly less than your sync rate.