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Wrong speed profile - FTTC

deemca79
Newbie
Posts: 7
Registered: ‎26-04-2013

Wrong speed profile - FTTC

Hello,
Last week I had fibre installed. The engineer said the quality of my line would support more than the 40/10 profile i was on. So I called Plusnet and asked them to update it to 80/20 profile, which I was told was completed. After no change in my speed someone at Plusnet told me it would increase to full speed during the training period.
The speed still hasn't increased and I've read on another forum that it won't until Plusnet complete the upgrade on my line. Wonder if you can help? many thanks.
10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,761
Thanks: 268
Fixes: 78
Registered: ‎27-04-2007

Re: Wrong speed profile - FTTC

Embarrassed Our bad I'm afraid, the profile wasn't updated properly.
It should be fine now, let me know if there's any issues.

Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
deemca79
Newbie
Posts: 7
Registered: ‎26-04-2013

Re: Wrong speed profile - FTTC

Hi - am still getting the same speed as before. Tried resetting the router, no change.
thanks
edit: just to confirm am checking the speed via wired connection
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: Wrong speed profile - FTTC

Run a BT speed test. When the first test completes click the further diagnostics. We need the results from that test.
Also go to https://portal.plus.net/my.html?action=data_transfer_speed and check that the current line speed matches the IP Profile reported by the BT test.
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)
deemca79
Newbie
Posts: 7
Registered: ‎26-04-2013

Re: Wrong speed profile - FTTC

Current line speed:
78 Mb
BT Test Results

cheers
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: Wrong speed profile - FTTC

Well you are still on 40/10 and to be honest I don't understand Adam's post. Moving you from 40/10 to 80/20 isn't an instant change, it requires a order to be placed with BTw and generally is an overnight job.
BTW: You didn't need to upload the image - if you open up the Additional Options and Attachments... when making the post you can directly attach an image.
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)
Plusnet Help Team
Plusnet Help Team
Posts: 13,761
Thanks: 268
Fixes: 78
Registered: ‎27-04-2007

Re: Wrong speed profile - FTTC

Quote
Moving you from 40/10 to 80/20 isn't an instant change,

Having checked BT's systems we did order an 80/20 connection.
Before I looked at the account the provisioned BT product (only relevant to our internal systems) had been set at 40/10 in error which set a profile to match, hence I corrected that.
As speeds clearly are still a problem we'd need to deal with that via the faults process: http://faults.plus.net
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: Wrong speed profile - FTTC

Adam, in that case might this be a change that needs the user to disconnect/connect to implement the new profile? Can you check if he has reconnected since you made that change?
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)
Plusnet Alumni (retired) chrispurvey
Plusnet Alumni (retired)
Posts: 5,369
Fixes: 1
Registered: ‎13-07-2012

Re: Wrong speed profile - FTTC

There has been a forced disconnection since the profile was updated.
deemca79
Newbie
Posts: 7
Registered: ‎26-04-2013

Re: Wrong speed profile - FTTC

Seems to be fixed now after raising a fault, thanks.
Interesting to note, the BT speedchecker estimated my speed would be 25MB download - not gonna lie I'm delighted to be getting this speed instead:
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Wrong speed profile - FTTC

Well that's looking a lot better Smiley Great news, thanks for letting us know and sorry we didn't update the speed as soon as the order was done. Hope it stays that way.