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Stuck on 40/10

thumbsdown
Newbie
Posts: 4
Registered: ‎18-12-2023

Stuck on 40/10

Just had by internet activated today., however, I'm stuck on the 40/10 profile. When will the be updated to 80/20?

16 REPLIES 16
jab1
Legend
Posts: 19,129
Thanks: 6,275
Fixes: 288
Registered: ‎24-02-2012

Re: Stuck on 40/10

I assume, if you have only just joined, that you are on the 'Fibre' package. What does https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome give as your expected speeds? Obscure your address in the reply.

John
thumbsdown
Newbie
Posts: 4
Registered: ‎18-12-2023

Re: Stuck on 40/10

I've un-joined and re-joined, was on the 'Business Fibre' package until a couple of weeks ago. 

jab1
Legend
Posts: 19,129
Thanks: 6,275
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Registered: ‎24-02-2012

Re: Stuck on 40/10

A full sight of that page would be useful. What did you get on tour previous package?

John
thumbsdown
Newbie
Posts: 4
Registered: ‎18-12-2023

Re: Stuck on 40/10

jab1
Legend
Posts: 19,129
Thanks: 6,275
Fixes: 288
Registered: ‎24-02-2012

Re: Stuck on 40/10

OK. Looking at that, you should still be getting it. What are you getting on a speed test now, and what did you get previously?

John
thumbsdown
Newbie
Posts: 4
Registered: ‎18-12-2023

Re: Stuck on 40/10

I should. But currently capped to 40/10. Hence why I'm here.

jab1
Legend
Posts: 19,129
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Registered: ‎24-02-2012

Re: Stuck on 40/10

My best suggestion - if you get a good agent - is to ring them and ask them to reset your connection.

John
MisterW
Superuser
Superuser
Posts: 16,226
Thanks: 6,208
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Registered: ‎30-07-2007

Re: Stuck on 40/10

@jab1 Not sure that's going to help John.

From those line stats it looks suspiciously like the line's been provisioned on a 40/10 profile.

@thumbsdown what Plusnet product are you on, is it Fibre (without a phone service) or Unlimited Fibre with phone ?

It all seems a bit strange ?? , AFAIK Fibre is aways provisioned on 80/20 and Unlimited Fibre is no longer available to new customers due to Openreach 'WLR Stop sell'

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.

Gandalf
Community Gaffer
Community Gaffer
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Registered: ‎21-04-2017

Re: Stuck on 40/10

Hi @thumbsdown 

I'm sorry to hear you're having speed issues.

I've placed an order to fix the profile, which should complete within 24 hours.

See if your speed has increased after then. Smiley

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
jab1
Legend
Posts: 19,129
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Registered: ‎24-02-2012

Re: Stuck on 40/10

@MisterW Understand what you are saying. Maybe my post was a bit lacking in clarity. I too understand that 'new' provisions on 'Fibre' should be provisioned on 80/20, so don't understand why the OP appears to be on 40/10.

I was, somewhat clumsily, saying they need to be provisioned properly.

John
MisterW
Superuser
Superuser
Posts: 16,226
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Registered: ‎30-07-2007

Re: Stuck on 40/10

@jab1 Sorry if I misunderstood, I thought you were suggesting asking for a DLM reset. If the line is provisioned incorrectly then no amount of DLM resetting is going to work. Support need to check the line provisioning and not just on the PN systems, but also the Openreach ones!!

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.

jab1
Legend
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Re: Stuck on 40/10

@MisterW See @Gandalf 's post - I reckon he's spotted and corrected someone's error. 😀

John
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,647
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Registered: ‎21-04-2017

Re: Stuck on 40/10

'Twas a robot's error. I've flagged it up for investigation internally. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
MisterW
Superuser
Superuser
Posts: 16,226
Thanks: 6,208
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Registered: ‎30-07-2007

Re: Stuck on 40/10

@jab1 hadnt seen that, it was posted while I was typing (I hate this forum not notifying you of that!!!)

Wizard to the rescue😀

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.