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Upgrade to Pro from 8mb service - No speed change

Oddity
Grafter
Posts: 50
Registered: 27-05-2010

Upgrade to Pro from 8mb service - No speed change

Could someone take a look at ticket (3337377Cool.
I resently upgraded from the 8mb service to the 20mb service ( taking the pro package in the process).
Whilst on the 8mb service I have been consistently getting a download connection 7616mbps ( router downstream rate). But after 11 days on the pro service and having being migrated to the 20mb ADSL2+ connection I'm still getting exactly the same connection rate. I have been informed that I'm on the ADSL2+ line, but still no response on why I'm not seeing a better download or upload rate.
I have conducted the BT speed test and the results have been posted to this ticket.
The response on this ticket has been most unlike my previous experiences and I'm somewhat disappointed with Plusnet after such a good history with the company.
Hence this is why I'm now posting this on the forum.
Any update would be appreciated.
15 REPLIES
Community Veteran
Posts: 26,627
Thanks: 860
Fixes: 10
Registered: 10-04-2007

Re: Upgrade to Pro from 8mb service - No speed change

What did the speed test say for your IP Profile?
What does https://portal.plus.net/my.html?action=stable_rate say for your current line speed?
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)
Community Veteran
Posts: 3,366
Thanks: 15
Registered: 06-04-2007

Re: Upgrade to Pro from 8mb service - No speed change

And, in true customer style response, have your rebooted your router or at least disconnected it from the phone line for 30s to get the PN system to change the throttle on your line. In theory this does not need to happen ... in practice it does.
--
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Community Veteran
Posts: 14,469
Registered: 30-07-2007

Re: Upgrade to Pro from 8mb service - No speed change

And are you sure your router actually supports ADSL2+?
Oddity
Grafter
Posts: 50
Registered: 27-05-2010

Re: Upgrade to Pro from 8mb service - No speed change

Thanks for the quick response.
Current line speed:
6500
I have rebooted my router ( did actually leave it entirely off and disconnected for 15 mintues in desperation ).
Community Veteran
Posts: 26,627
Thanks: 860
Fixes: 10
Registered: 10-04-2007

Re: Upgrade to Pro from 8mb service - No speed change

... and your IP Profile?
We count do with the stats reported by your router as well: sync speed, attenuation and noise margin.
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)
Oddity
Grafter
Posts: 50
Registered: 27-05-2010

Re: Upgrade to Pro from 8mb service - No speed change

Yes, router does support ADSL2+ ( using a linksys WAG320N ).  It also supports ADSL2+ M.
Note DSL modulation is currently set to Multimode. Have tried other settings, but could not establish a connection with these.
Community Veteran
Posts: 26,627
Thanks: 860
Fixes: 10
Registered: 10-04-2007

Re: Upgrade to Pro from 8mb service - No speed change

You wouldn't be the first person to be told by a CSC operator that they were on ADSL 2+ when they'd actually just been moved to ADSL1 on 21CN, a separate order has to be placed for the ADSL2+ upgrade.
If you post your router stats we can confirm if that is what's happened to you as well.
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)
Oddity
Grafter
Posts: 50
Registered: 27-05-2010

Re: Upgrade to Pro from 8mb service - No speed change

Full BT speedtest results ( inc IP profile )
Download speedachieved during the test was - 6101 Kbps
For your connection, the acceptable range of speedsis 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7616 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 12.0:21.83:66.17 (SBE:NBETongueBE)
WAG320N does not show line attenuation all it does show is:-
Status: Up
Downstream Rate: 7616 Kbps
Upstream Rate: 448 Kbps
 
   
--------------------------------------------------------------------------------

PVC Connection   
  Encapsulation: RFC 2364 PPPoA
Multiplexing: VC
QoS: UBR
PCR: 
SCR: 
Autodetect: Disable
VPI: 0
VCI: 38
Enable: 1
PVC Status: Up

Community Veteran
Posts: 26,627
Thanks: 860
Fixes: 10
Registered: 10-04-2007

Re: Upgrade to Pro from 8mb service - No speed change

Try http://192.168.1.1/setup.cgi?next_file=adsl_driver.htm
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)
MrN
Grafter
Posts: 92
Registered: 27-05-2010

Re: Upgrade to Pro from 8mb service - No speed change

Got a post up similar. problem appears to be IP Profile which is set on the line at 6500kps which will limit the download speed to 6meg or just under and will not allow speeds higher than this to be achieved. For a greater download speed the IP profile, I believe, needs to be higher to achieve greater through put and the speeds you are looking for. Running on ADSL2+ does not mean the speed will increase as, I am sure PN have stated, there are limiting factors that will affect the speed.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Upgrade to Pro from 8mb service - No speed change

Hi Oddity,
This is a bit, er, odd.
Basically you are on a standard ADSL service on the 21C Network.
However, I've just tried placing an order to upgrade this and it's not letting me despite saying that the service is available in your area.  I'll have a chat with Adam and see if he knows some tricks of the trade to get this done for you Smiley
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Re: Upgrade to Pro from 8mb service - No speed change

Hi Oddity,
I've managed to place your order and have updated your ticket accordingly.
Community Veteran
Posts: 26,627
Thanks: 860
Fixes: 10
Registered: 10-04-2007

Re: Upgrade to Pro from 8mb service - No speed change

Issue of CSC giving incorrect information addressed here: http://community.plus.net/forum/index.php/topic,86425.0.html
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)
Oddity
Grafter
Posts: 50
Registered: 27-05-2010

Re: Upgrade to Pro from 8mb service - No speed change

Jamesh, thank you for getting this sorted.
Jelv, that linksys link was very useful, confirmed DSL mode.
Thank you all for your help and advice.

--- DSL Information ---
DSL Driver Version:  AnnexA version - A2pB023k.d21d
DSL VPI/VCI:        0/38
DSL Status:          Showtime
DSL Mode:            G.DMT
DSL Channel:       
DSL Upstream Rate:  448 Kbps
DSL Downstream Rate: 7616 Kbps
                      Down        up   
DSL Noise Margin:    10.7 dB      26.0 dB
DSL Attenuation:    35.0 dB      19.0 dB
DSL Transmit Power:  19.8 dBm    12.3 dBm