Wrong line profile

[#1]

Thank you - I will update

[#2]

My hunch is that  @alicelight80  was correct about suspecting being on the wrong profile.

My bet is that you've been provisioned on 40/10 FTTC rather than 80/20 SoGEA that you'd have signed up for.

It seems unlikely that with a "Maximum data rate" of  50.358 that a banding fault would limit at 39.999

However neither a banding fault or wrong provisioning explains why the upload speed is so low.

With the "Maximum data rate:" of 15.099, you should be getting around 14 something.

Even if you are on a wrong 40/10 provision/profile you should see nearer 9.999  than the current  8.494, so maybe you do have a fault ?

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[#3]

Lets see what response we get from the 'bot'?

[#4]

Thanks, maybe both things are happening.

The gas network did slice through the copper line on our driveway when they put in a new supply a few years ago..

[#5]

Really silly question, @alicelight80  - you are plugged into one of the LAN sockets on the Hub, not the red WAN one?

[#6]

No, yellow Ethernet no. 3

[#7]

OK - it was just a thought, as I suspect the next 'question' from support will be 'can we see a picture of the back of your Hub?' - a further delaying tactic.

[#8]

Yeah the engineer today was plugged into everything himself and wrote up his notes, hopefully I don't have to start from square one but no holding my breath

[#9]

There's definitely something funny going on, out of the 85 houses in my estate, I'm the only one I can see being offered just this Essentials 36 package on EE (instead of Fibre 67 which everyone else is offered) the figures of which are definitely what I'm getting with Plusnet, and previously got (and paid for) with Sky & Vodafone. I'm in the middle of the estate too, not on the edge...

[#10]

See what the 'bot' says - I'm convinced you have an OR network issue.

[#11]

Spoke to a human in tech support, I've been allocated the right product but he can see I'm not getting the right speeds.

He is trying a remote DLM reset as the line is banded at 40, but he can also see there's still a bridge tap fault that the Qube engineer yesterday claimed to have sorted.

Next steps, see if DLM reset works over next couple of hours (not hopeful), if not then send out an engineer who is more experienced in bridge taps.

We have the test socket in the porch, a socket in the room through the wall that the router is plugged into with a filter, then two or three other telephone points in the house that we don't use and I thought were dead, though one looks like it could have been a master socket the past...

[#12]

Be interesting to see if the DLM reset fixes it. Try plugging a phone (if you have one) into these other sockets and see if you get a dial tone - if you do, they need disconnecting as they will probably be the cause of the bridge tap.

[#13]

No we don't have a phone any more unfortunately, may try it with the router though!

[#14]

I wouldn't disturb the router, TBH. Do you know anyone with a phone you could borrow, just to check?

[#15]

Possibly, however, if the bridge tap was due to internal wiring, wouldn't the speed at the test socket be fine? (it's the same speed via ethernet at the test socket as WiFi at the 1st socket)

Wonder if a bridge tap can be caused before the test socket, where it was repaired in the driveway after being severed 4 years ago.